DISABILITY

ETIQUETTE
Tips On Interacting With People With Disabilities
2 DISABILITY ETIQUETTE

United Spinal Association

Mission Statement
UnitedSpinalAssociationsmissionistoimprovethequalityoflifeofallpeoplelivingwithspinal
cordinjuriesanddisorders(SCI/D).
Who We Are
UnitedSpinalAssociationisthelargestnon-proftintheUnitedStatesdedicatedtohelpingpeople
livingwithSCI/D.Wearea501(c)(3)nationaldisabilityrightsandveteransserviceorganization
foundedin1946.UnitedSpinalAssociationprovidesactive-lifestyleinformation,peersupportand
advocacythatempowerspeoplewithSCI/Dtoachievetheirhighestpotentialinallfacetsoflife.
UnitedSpinalplayedasignifcantroleinwritingtheAmericanswithDisabilitiesAct,thelandmark
civilrightslawof1990thatprotectspeoplewithdisabilitiesfromdiscrimination.Ithasalsomade
importantcontributionstotheFairHousingAmendmentsActandtheAirCarrierAccessAct,
andwasinstrumentalingettingNewYorkCitytocreatesidewalkcurbrampsandaccessiblepublic
transportationthatiscurrentlyusedasamodelformanycitiesnationwide.
Who We Serve
UnitedSpinalAssociationsdiversemembershipincludeswheelchair-users,veteranswithdisabilities
andpeoplelivingwithmultiplesclerosis,amyotrophiclateralsclerosis(ALS),post-polio,spina
bifdaandotherspinalcorddisorders.Eachyear,UnitedSpinalAssociationhelpsthousandsof
peopleofallagesovercomethedailychallengesoflivinglifewithadisability.Andweextendour
unendingsupporttothosemostimportantintheirlivestheirfamilymembersandcaregivers.
Publications
TodownloadanyofUnitedSpinalAssociationsinformativepublicationsfreeofcharge,visit
www.unitedspinal.org/publicationsorcall1-800-444-0120toorderprintedcopies.
Donations
UnitedSpinalAssociationreceivesverylittlegovernmentfunding.Itsprogramsandservices
dependonindividualslikeyouandyourtax-deductablegifts.Infact,withoutyourgenerous
support,theorganizationcouldnotexist.IfyouwouldliketomakeadonationtosupportUnited
Spinalsmission,pleasevisitwww.unitedspinal.org/givingorcall1-800-404-2899.
Membership
NationalSpinalCordInjuryAssociationisthemembershipprogramofUnitedSpinalAssociation,
andwelcomesallindividualswithastronginterestinourcommunity.Individualmembershipis
free.Visit www.spinalcord.orgorcall800-962-9629.
Training
UnitedSpinalAssociationcancustomizeaDisabilityEtiquettetrainingsessionatareasonable
costforyourcompany,organization,orinstitution.Itsexperiencedstafcanplanaprogrambased
onyourneeds.Formoreinformation,pleasecontact info@unitedspinal.org.
United Spinal Association
75-20AstoriaBoulevard,JacksonHeights,NY,11370-1177
7188033782 www.unitedspinal.org
Copyright2011UnitedSpinalAssociation.AllRightsReserved.
www.unitedspinal.org 1.800.444.0120 3

Contents
MissionStatement...........................................................................................................2
AboutUs..........................................................................................................................2
Publications ......................................................................................................................2
Donations.........................................................................................................................2
Training............................................................................................................................2
Introduction.....................................................................................................................4
TeBasics.........................................................................................................................4
AskBeforeYouHelp........................................................................................................4
BeSensitiveAboutPhysicalContact...............................................................................4
TinkBeforeYouSpeak...................................................................................................6
DontMakeAssumptions.................................................................................................6
RespondGraciouslytoRequests......................................................................................6
TerminologyTips .............................................................................................................6
PeopleWhoUseWheelchairsorOtherMobilityDevices...............................................7
PeopleWhoAreBlind...................................................................................................11
PeopleWithLowVision................................................................................................15
PeopleWhoAreDeaforHaveaHearingLoss .............................................................15
PeopleWithSpeechDisabilities....................................................................................19
PersonsofShortStature.................................................................................................21
PeopleWithCerebralpalsy............................................................................................21
PeopleWithTouretteSyndrome....................................................................................22
PeopleWhoLookDiferent...........................................................................................22
PeopleWithHiddenDisabilities...................................................................................23
PeopleWithEpilepsyorSeizureDisorders...................................................................23
PeopleWithMultipleChemicalSensitivity(MCS)andRespiratoryDisabilities ............25
PeopleWithHIV&AIDS............................................................................................26
PeopleWithPsychiatricDisabilitiesorMentalIllness..................................................27
PeopleWithDevelopmentalDisabilities.......................................................................29
PeoplewithLearningDisabilities..................................................................................30
PeoplewithTraumatic(orAcquired)BrainInjury.........................................................30
PeopleWhoUseServiceAnimals ..................................................................................31
EmergencyEvacuationProceduresforPeopleWithDisabilities...................................33
ConfictManagement....................................................................................................34
AFinalWord.................................................................................................................34
Signage...........................................................................................................................35
4 disability etiQuette

Introduction
TeNationalOrganizationonDisability(NOD)reportsthatmorethan
54millionAmericanshaveadisability.Tisbookletisforanyonewithor
withoutadisabilitywhowantstointeractmoreefectivelywithpeople
withdisabilities.TeAmericanswithDisabilitiesAct(ADA)of1990
wasconceivedwiththegoalofintegratingpeoplewithdisabilitiesintoall
aspectsoflife,particularlytheworkplaceandthemarketplace.Sensitivity
towardpeoplewithdisabilitiesisnotonlyinthespiritoftheADA,it
makesgoodbusinesssense.Itcanhelpyouexpandyourpractice,better
serveyourcustomersordevelopyouraudience.Whensupervisorsand
co-workersusedisabilityetiquette,employeeswithdisabilitiesfeelmore
comfortableandworkmoreproductively.Practicingdisabilityetiquetteis
aneasywaytomakepeoplewithdisabilitiesfeelwelcome.
Youdonthavetofeelawkwardwhendealingwithapersonwhohasa
disability.Tisbookletprovidessomebasictipsforyoutofollow.Andif
youareeverunsurehowtointeractwithapersonwhohasadisability,just
ask!
The Basics
ASK BEFORE YOU HELP
Justbecausesomeonehasadisability,dontassumesheneedshelp.*Ifthe
settingisaccessible,peoplewithdisabilitiescanusuallygetaroundfne.
Adultswithdisabilitieswanttobetreatedasindependentpeople.Ofer
assistanceonlyifthepersonappearstoneedit.Apersonwithadisability
willoftentimescommunicatewhensheneedshelp.Andifshedoeswant
help,askhowbeforeyouact.
BE SENSITIVE ABOUT PHYSICAL CONTACT
Somepeoplewithdisabilitiesdependontheirarmsforbalance.Grabbing
them,evenifyourintentionistoassist,couldknockthemofbalance.
Avoidpattingapersonontheheadortouchinghiswheelchair,scooter
orcane.Peoplewithdisabilitiesconsidertheirequipmentpartoftheir
personalspace.
*Note:Wewantyoutothinkofpeoplewhohavedisabilitiesasindividualsyourfriends,your
co-workers,yourneighborssoratherthanusetheamorphousgrouptermtheyforpeoplewith
disabilities,weusethepronounsheorshethroughoutthisbooklet.
www.unitedspinal.org 1.800.444.0120 5
....not to his
companion or
sign language
Interpreter.
Speak directly to
a person with
a disability....
6 DISABILITY ETIQUETTE

THINK BEFORE YOU SPEAK

Alwaysspeakdirectlytothepersonwithadisability,nottohiscompanion,
aideorsignlanguageinterpreter.Makingsmalltalkwithapersonwho
hasadisabilityisgreat;justtalktohimasyouwouldwithanyoneelse.
Respecthisprivacy.Ifyouaskabouthisdisability,hemayfeellikeyouare
treatinghimasadisability,notasahumanbeing.However,manypeople
withdisabilitiesarecomfortablewithquestionsabouttheirdisabilityafter
gettingtoknowsomeone.AsimpleIdontfeelcomfortablesharingthat
bythepersonwithadisabilitycansetthetoneifitisnotsomethingthat
he/sheiswillingtoshare.
DONT MAKE ASSUMPTIONS
Peoplewithdisabilitiesarethebestjudgeofwhattheycanorcannotdo.
Dontmakedecisionsforthemaboutparticipatinginanyactivity.
Dependingonthesituation,itcouldbeaviolationoftheADAtoexclude
peoplebecauseofapresumptionabouttheirlimitations.
RESPOND GRACIOUSLY TO REQUESTS
Whenpeoplewhohavedisabilitiesaskforanaccommodationatyour
business,itisnotacomplaint.Itshowstheyfeelcomfortableenoughin
yourestablishmenttoaskforwhattheyneed.Andiftheygetapositive
response,theywillprobablycomebackagainandtelltheirfriendsabout
thegoodservicetheyreceived.
Terminology Tips
PUT THE PERSON FIRST.Saypersonwithadisabilityratherthandisabled
person.Saypeoplewithdisabilitiesratherthanthedisabled.For
specifcdisabilities,sayingpersonwithTourettesyndromeorpersonwho
hascerebralpalsyisusuallyasafebet.Still,individualsdohavetheirown
preferences.Ifyouarenotsurewhatwordstouse,ask.
Avoidoutdatedtermslikehandicapped,crippled,orretarded.Be
awarethatmanypeoplewithdisabilitiesdislikejargony,euphemisticterms
likephysicallychallengedanddiferentlyabled.Saypersonwhousesa
wheelchairratherthanconfnedtoawheelchairorwheelchairbound.
Tewheelchairiswhatenablesthepersontogetaroundandparticipatein
society;itsliberating,notconfning.
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Dontpushortouchapersonswheelchair;itspartofherpersonalspace.
Ifyouhelpsomeonedownacurbwithoutwaitingforinstructions,you
maydumpheroutofthechair.Youmaydetachthechairspartsifyou
liftitbythehandlesorthefootrest.
Keeptherampsandwheelchair-accessibledoorstoyourbuilding
unlockedandunblocked.UndertheADA,displaysshouldnotbein
frontofentrances,wastebasketsshouldnotbeinthemiddleofaisles,
andboxesshouldnotbestoredonramps.
Withanydisability,avoidnegative,disempoweringwords,likevictim
orsuferer.SaypersonwithAIDSinsteadofAIDSvictimorperson
whosufersfromAIDS.
Itsokaytouseidiomaticexpressionswhentalkingtopeoplewith
disabilities.Forexample,saying,Itwasgoodtoseeyou,andSeeyou
later,toapersonwhoisblindiscompletelyacceptable;theyusethese
expressionsthemselvesallthetime.
ManypeoplewhoareDeafcommunicatewithsignlanguageandconsider
themselvestobemembersofaculturalandlinguisticminoritygroup.Tey
refertothemselvesasDeafwithacapitalD,andmaybeofendedbythe
termhearingimpaired.Othersmaynotobjecttotheterm,butingeneral
itissafesttorefertopeoplewhohavehearinglossbutwhocommunicate
inspokenlanguageashardofhearingandtopeoplewithprofound
hearinglossesasDeafordeaf.
People Who Use Wheelchairs or Other Mobility
Devices
PEOPLE WHO USE WHEELCHAIRShavediferentdisabilitiesandvarying
abilities.Somecanusetheirarmsandhands.Somecangetoutoftheir
wheelchairsandevenwalkforshortdistances.
Peoplewhousewheelchairsareindividuals,notequipment.Dontlean
oversomeonewhousesawheelchairtoshakeanotherpersonshandorask
awheelchairusertoholdcoats.Settingyourdrinkonthedesktopattached
tosomeoneswheelchairisadefniteno-no.
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Keep accessible
paths of
travel clear.
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Ifyourbuildinghasdiferentroutesthroughit,besurethatsigns
directpeopletotheaccessibleroutesaroundthefacility.Peoplewho
usecanesorcrutchesalsoneedtoknowtheeasiestwaytogetarounda
place,butstairsmaybeeasierforthemthanaramp.Ensurethatsecurity
guardsandreceptionistscananswerquestionsaboutthemostaccessible
wayaroundthebuildingandgrounds,includingthelocationofelevators.

Beawareofapersonsreachlimits.Placeasmanyitemsaspossible
withintheirgrasp.Andmakesurethatthereisaclearpathoftravelto
shelvesanddisplayracks.Whentalkingtoapersonusingawheelchair,
grabyourownchairandsitatherlevel.Ifthatsnotpossible,standata
slightdistance,sothatsheisntstraininghernecktomakeeyecontact
withyou.
Iftheservicecounteratyourplaceofbusinessistoohighforaperson
usingawheelchairtoseeover,steparoundittoprovideservice.Havea
clipboardhandyiffllinginformsorprovidingsignaturesisexpected.
Abusinessmayalsowanttomakesureemployeesarepreparedtoangle
downordetachakeypadsoapersonusingawheelchaircansigntheir
electronicsignatureaftermakingacreditcardpurchase.
Peoplewhousecanesorcrutchesneedtheirarmstobalancethemselves,
sonevergrabthem.Peoplewhohavelimitedmobilitymayleanona
doorforsupportastheyopenit.Pushingthedooropenfrombehind
orunexpectedlyopeningthedoormaycausethemtofall.Even
pullingoutorpushinginachairmaypresentaproblem.Alwaysask
beforeoferinghelp.
Ifyouoferaseattoapersonwhohaslimitedmobility,keepinmind
thatchairswitharmsorwithhigherseatsareeasierforsomepeople
touse.
Fallsareabigproblemforpeoplewhohavelimitedmobility.Besureto
setoutadequatewarningsignsafterwashingfoors.Alsoputoutmats
onrainyorsnowydaystokeepthefoorsasdryaspossible.(Makesure
theydontbunchupandmakethefoorimpassable.)
Dont ask a
person using a
wheelchair to
hold things for
you.
Respect her
personal space.
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Peoplewhodonothaveavisibledisabilitymayhaveneedsrelated
totheirmobility.Forexample,apersonwitharespiratoryorheart
conditionmayhavetroublewalkinglongdistancesorwalkingquickly.
Besurethatyourmuseum,hotelordepartmentstorehasamplebenches
forpeopletositandreston.
Somepeoplehavelimiteduseoftheirhands,wristsorarms.Be
preparedtooferassistancewithreaching,graspingorliftingobjects,
openingdoorsanddisplaycases,andoperatingvendingmachinesand
otherequipment.
People Who Are Blind
PEOPLE WHO ARE BLIND knowhowtoorientthemselvesandgetaround
onthestreet.Teyarecompetenttotravelunassisted,thoughtheymay
useacaneoraguidedog.Apersonmayhaveavisualdisabilitythatis
notobvious.Bepreparedtooferassistanceforexampleinreading
whenasked.
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Identifyyourselfbeforeyoumakephysicalcontactwithapersonwhois
blind.Tellhimyournameandyourroleifitsappropriate,suchas
securityguard,usher,caseworker,receptionistorfellowstudent.And
besuretointroducehimtootherswhoareinthegroup,sothathes
notexcluded.
Ifanewcustomeroremployeeisblindorhaslowvision,oferhima
tourofyourfacility.
Ifyouhavechangedyourfacility(i.e.,rearrangedthefurniture)notify
yourcustomerswhoareblindofthechanges.
Peoplewhoareblindmayneedtheirarmsforbalance,soofer
yourarmdonttakehisifheneedstobeguided.(Itishowever
appropriatetoguideablindpersonshandtoabanisterorthebackofa
chairtohelpdirecthimtoastairwayoraseat.)
Ifthepersonhasaguidedog,walkonthesideoppositethedog.Asyou
arewalking,describethesetting,notinganyobstacles,suchasstairs
If a person
who is blind
needs to be
guided....
....offer
your arm
dont take his.
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(upordown)orabigcrackinthesidewalk.Otherhazardsinclude:
revolvingdoors,half-openedflingcabinetsordoors,andobjects
protrudingfromthewallatheadlevelsuchashangingplantsorlamps.
Ifyouaregoingtogiveawarning,bespecifc.HolleringLookout!
doesnottellthepersonifheshouldstop,run,duckorjump.
Ifyouaregivingdirections,givespecifc,non-visualinformation.
Ratherthansay,Gotoyourrightwhenyoureachtheofcesupplies,
whichassumesthepersonknowswheretheofcesuppliesare,say,
Walkforwardtotheendofthisaisleandmakeafullright.
Ifyouneedtoleaveapersonwhoisblind,informhimyouareleaving
andaskifheneedsanythingbeforeyouleave.
Donttouchthepersonscaneorguidedog.Tedogisworkingand
needstoconcentrate.Tecaneispartoftheindividualspersonalspace.
Ifthepersonputsthecanedown,dontmoveit.Lethimknowifitsin
theway.
Ofertoreadwritteninformationsuchasthemenu,merchandise
labelsorbankstatementstocustomerswhoareblind.Countout
changesothattheyknowwhichbillsarewhich.
Ifyouservefoodtoapersonwhoisblind,lethimknowwhereitison
theplateaccordingtoaclockorientation(12oclockisfurthestfrom
them,6oclockisnearest).Removegarnishesandanythingthatisnot
ediblefromtheplate.Somepatronsmayaskyoutocuttheirfood;this
canbedoneintherestaurantskitchenbeforethemealisserved.
Be specifc
when giving
directions....
to people who
are blind or have
low vision.
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Keepwalkwaysclearofobstructions.Ifpeoplewithlowvisionregularly
useyourfacilityascustomersoremployees,informthemaboutany
physicalchanges,suchasrearrangedfurniture,equipmentorotheritems
thathavebeenmoved.

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People With Low Vision
A PERSON WHO HAS LOW VISIONmayneedwrittenmaterialinlargeprint.
Aclearfontwithappropriatespacingisjustasimportantasthetype
size.Labelsandsignsshouldbeclearlyletteredincontrastingcolors.Itis
easiestformostpeoplewithlowvisiontoreadboldwhitelettersonblack
background.Avoidusingalluppercaselettersbecauseitismoredifcult
forpeoplewithlowvisiontodistinguishtheendofasentence.
Goodlightingisimportant,butitshouldntbetoobright.Infact,very
shinypaperorwallscanproduceaglarethatdisturbspeopleseyes.
People Who Are Deaf or Have a Hearing Loss
AMERICAN SIGN LANGUAGE(ASL)isanentirelydiferentlanguagefrom
English,withasyntaxallitsown.Speechreading(lipreading)isdifcult
forpeoplewhoareDeafiftheirfrstlanguageisASLbecausethemajority
ofsoundsinEnglishareformedinsidethemouth,anditshardtospeech
readasecondlanguage.
Peoplewhohaveahearingloss,however,communicateinEnglish.
Teyusesomehearing,butmayrelyonamplifcationand/orseeingthe
speakerslipstocommunicateefectively.
Tereisarangeofcommunicationpreferencesandstylesamongpeople
withhearinglossthatcannotbeexplainedinthisbriefspace.Itishelpful
tonotethatthemajorityofpeoplewhoincurredahearinglossasadults
donotcommunicatewithsignlanguage,douseEnglish,andmaybe
candidatesforwritingandassistivelisteningdevicestohelpimprove
communication.Peoplewithcochlearimplants,likeotherpeoplewith
hearingloss,willusuallyinformyouwhatworksbestforthem.
When an
exchange of
information
is complex,
the most
effective way to
communicate
with....
....a person
who is Deaf
is through
a qualifed
sign language
interpreter.
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Whentheexchangeofinformationiscomplex(e.g.,duringajob
interviewordoctorsvisitorwhenreportingacrime)themostefective
waytocommunicatewithanativesigneristhroughaqualifedsign
languageinterpreter.Forasimpleinteraction(e.g.,orderingina
restaurantorregisteringforahotelroom)writingbackandforthis
usuallyokay.
Followthepersonscuestofndoutifshepreferssignlanguage,
gesturing,writingorspeaking.Ifyouhavetroubleunderstandingthe
speechofapersonwhoisdeaforhardofhearing,letherknow.
Whenusingasignlanguageinterpreter,lookdirectlyatthepersonwho
isdeaf,andmaintaineyecontacttobepolite.Talkdirectlytotheperson
(Whatwouldyoulike?),ratherthantotheinterpreter(Askherwhat
shedlike.).
Peoplewhoaredeafneedtobeincludedinthedecision-makingprocess
forissuesthatafectthem;dontdecideforthem.
Beforespeakingtoapersonwhoisdeaforhasalossofhearing,make
surethatyougetherattention.Dependingonthesituation,youcan
extendyourarmandwaveyourhand,tapherontheshoulderorficker
thelights.
Rephrase,ratherthanrepeat,sentencesthatthepersondoesnot
understand.
Whentalking,facetheperson.Aquiet,well-litroomismostconducive
toefectivecommunication.Ifyouareinfrontofthelightsource(e.g.,a
window)withyourbacktoit,theglaremayobscureyourfaceandmake
itdifcultforthepersonwhoishardofhearingtospeechread.
Speakclearly.Mostpeoplewhohaveahearinglosscountonwatching
peopleslipsastheyspeaktohelpthemunderstand.Avoidchewing
gum,smokingorobscuringyourmouthwithyourhandwhilespeaking.
Tereisnoneedtoshout.Ifthepersonusesahearingaid,itwillbe
calibratedtonormalvoicelevels;yourshoutwilljustdistortthewords.
Do not obscure
your face when
communicating
with a person
who has a
hearing loss.
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Peoplewhoaredeaf(andsomewhohaveahearinglossorspeech
disabilities)makeandreceivetelephonecallswiththeassistanceof
varioustechnologiesincludingaTTY(shortforteletypewriter)or
aVideoRelayService(VRS).VRSenablesapersonwhoisdeafor
hasahearinglosstomakeandreceivetelephonecallsthrougha
communicationsassistantwhoisaqualifedAmericanSignLanguage
Interpreter.Formanypeoplewhoaredeaforhaveahearingloss,
VRSisclosertofunctionallyequivalenttelephoneservicesthan
anyotherformofrelayservice.ForAmericanSignLanguageusers,
VRSconversationsfowmoresmoothly,naturally,andfasterthan
communicatingbytyping.
WhenaTTYusercallsabusinessthatdoesnothaveaTTY,sheplaces
thecallthroughherstatesrelayservice.Likewise,abusinessthatdoes
nothaveaTTYcanreachacustomerwhoisaTTYuserthroughthe
relayservice.Ifyoureceivearelaycall,theoperatorwillidentifyitas
such.Pleasedonothangup;thisisthewaythatpeoplewhoaredeaf
areabletoplaceanorderatyourpizzaparlor,callyourstoretofndout
whathoursyouareopen,ormakeareservationatyourrestaurant.
People With Speech Disabilities
A PERSON WHO HAS HAD A STR OKE,isdeaf,usesavoiceprosthesisorhasa
stammerorothertypeofspeechdisabilitymaybedifculttounderstand.
Givethepersonyourfullattention.Dontinterruptorfnishthepersons
sentences.Ifyouhavetroubleunderstanding,dontnod.Justaskhim
torepeat.Inmostcasesthepersonwontmindandwillappreciateyour
eforttohearwhathehastosay.
Ifyouarenotsurewhetheryouhaveunderstood,youcanrepeat
forverification.
If,aftertrying,youstillcannotunderstandtheperson,askhimtowrite
itdownortosuggestanotherwayoffacilitatingcommunication.
Aquietenvironmentmakescommunicationeasier.
If you
have trouble
understanding a
person with....
a speech
disability ask
him to repeat.
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Dontteaseorlaughatapersonwithaspeechdisability.Teabilityto
communicateefectivelyandtobetakenseriouslyisimportanttoallofus.
Persons of Short Stature
THERE ARE 200 DIAGNOSED TYPES OF GROWTH-RELATED DISORDERSthat
cancausedwarfsmandthatresultinthepersonbeing4feet10inches
orlessinheight.Foranadult,beingtreatedascuteandchildlikecanbea
toughobstacle.
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Beawareofhavingnecessaryitemswithinthepersonsreachtothe
maximumextentpossible.
Beawarethatpersonsofshortstaturecountonbeingabletouse
equipmentthatisattheirheight.Besensitiveaboutnotusinglower
telephones,bankcountersandurinalsiftheyareinlimitedsupply.
Aswithpeoplewhohaveotherdisabilities,neverpetorkissapersonof
shortstatureonthehead.
Communicationcanbeeasierwhenpeopleareatthesamelevel.
Personsofshortstaturehavediferentpreferences.Youmightkneeltobe
atthepersonslevel;standbacksoyoucanmakeeyecontactwithoutthe
personstrainingherneck(thiscanbehardtodoinacrowdedroom);orsit
inachair.Actnaturalandfollowthepersonscues.
People With Cerebral Palsy
AS A RESULT OF INJURY TO THE CENTRAL NERVOUS SYSTEM,peoplewith
cerebralpalsy(CP)havedifcultycontrollingtheirmuscles.
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ManypeoplewithCPhaveslurredspeechandinvoluntarybody
movements.Yourimpulsemaybetodiscountwhattheyhavetosay,basedontheir
appearance.Monitoryourresponsesandinteractwiththepersonasyouwouldwith
anyoneelse.
Apersonwhomayappeartobedrunk,sickorhaveamedical
emergencymightinfacthaveCPoranotherdisability.Getthefactsbeforeacting
onyourfirstimpression,whetherthesituationisbusiness,socialorlawenforcement.
22 DISABILITY ETIQUETTE

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People With Tourette Syndrome
PEOPLE WITH TOURETTE SYNDROMEmaymakevocalizationsorgestures
suchasticsthattheycannotcontrol.Asmallpercentageofpeoplewith
Tourettesyndromeinvoluntarilysayethnicslursorobscenewords.An
employeeorotherpersonwithTourettesyndromewillbeneftfromthe
understandingandacceptanceofco-workersandothers.
IfapersonwithTourettemakesvocalizationsduringaconversation,
simplywaitforhertofnish,andthencalmlycontinue.
Temorethepersontriestocontaintheseurges,themoretheurges
buildup.ItmaybehelpfulforapersonwithTourettetohavetheoption
toleavethemeetingorconversationtemporarilytoreleasethebuild-up
inaprivateplace.
People Who Look Different
A DIFFERENT ISSUEconfrontspeoplewhomaynotbelimitedintheir
lifeactivities,butwhoaretreatedasiftheyhaveadisabilitybecauseof
theirappearance.Peoplewithfacialdiferences,suchascleftliporpalate,
cranio-facialdisfgurement,oraskincondition;peoplewhoareaboveor
belowtheaverageheightorweight;peoplewhomaydisplayvisibleefects
ofmedication,suchasatremorinshort,peoplewholookdiferent
havethefrequentexperienceoffndingpeoplestaringatthem,looking
awayorlookingthroughthemasiftheyareinvisible.
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Everyoneneedstohaveapositiveself-imagetobeafullyparticipating
memberofsociety.Besurethatyoudontcontributetostigmatizing
peoplewholookdiferent.
Ifthesituationisappropriate,strikeupaconversationandincludethe
personinwhateverisgoingon.
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People With Hidden Disabilities
NOT ALL DISABILITIES ARE APPARENT.Apersonmaymakearequestor
actinawaythatseemsstrangetoyou.Tatrequestorbehaviormaybe
disability-related.
Forexample,youmaygiveseeminglysimpleverbaldirectionsto
someone,butthepersonasksyoutowritetheinformationdown.He
mayhavealearningdisabilitythatmakeswrittencommunicationeasier
forhim.Orapersonmayasktosit,ratherthanstand,inline.Tisperson
maybefatiguedfromaconditionsuchascancer,ormaybefeelingthe
efectsofmedication.
Eventhoughthesedisabilitiesarehidden,theyarereal.Pleaserespect
thepersonsneedsandrequestswheneverpossible.
People With Epilepsy or Seizure Disorders
EPILEPSY IS A NEUROLOGICAL CONDITION characterizedbyseizuresthat
happenwhentheelectricalsystemofthebrainmalfunctions.Teseizures
maybeconvulsive,orthepersonmayappeartobeinatrance.During
complexpartialseizures,thepersonmaywalkormakeothermovements
whileheis,inefect,unconscious.
Ifapersonhasaseizure,youcannotdoanythingtostopit.Ifhehas
fallen,besurehisheadisprotectedandwaitfortheseizuretoend.
Whenaseizurehasended,thepersonmayfeeldisorientedand
embarrassed.Trytoensurethathehasprivacytocollecthimself.
Beawarethatbeepersandstrobelightscantriggerseizuresin
somepeople.
Try to avoid using
sprays or other
fumy products
when customers
are in your store.
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People With Multiple Chemical Sensitivity
(MCS) and Respiratory Disabilities
PEOPLE WITH MCS AND RESPIRATORY DISABILITIESsuchasasthmaor
emphysemareacttotoxinsintheair.Staleair,fumesfromcleaning
products,perfume,carpeting,airfresheneroreventhefumesfrommagic
markerscantriggeraseverereaction.
Trytoavoidspray-cleaningtables,windowsorothersurfaceswhile
peopleareinyourplaceofbusiness.Ifyoumustuseasprayproduct,
sprayorpouritcloselyintothecloth,notintotheair.Useless-toxic
productswhenpossible.Requestthatstafthathavecontactwiththe
publicgoeasyonfragrancedbody-careproductslikecologne,hairspray,
handlotion,andafter-shave.
Maintaininggoodventilationandindoorairqualitywillnotonly
beneftyourcustomerswhohaveMCSandrespiratorydisabilities,it
willalsohelpyouandallofyouremployeesstayhealthierandmore
alert.
Second-handsmokecanbeparticularlyharmfultopeoplewithMCS
orrespiratorydisabilities.Followandenforceno-smokingregulations,
includinginrestroomsandstairwells.Discouragesmokersfrom
congregatingattheentrancetoyourbusiness.Ifappropriate,designate
aseparatesmokingareawherethedooriskeptclosedandtheair
ventilatestotheoutside.
26 DISABILITY ETIQUETTE

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People With HIV & AIDS
PEOPLE WITH HUMAN IMMUNODEFICIENCY VIRUS (HIV)orAutoimmune
DefciencySyndrome(AIDS)haveimpairedimmunesystems,sotheir
bodieshavetroublefghtingofinfections.
YoucantcatchHIVfromcasualcontactsuchasshakinghands,sodont
beafraidoftouchingorbeingtouchedbyapersonwithAIDS.
ApersonwithHIVorAIDS,however,isatsignifcantriskofpicking
upanairborneinfection.Beconsciousofnotputtingsomeoneelseat
risk.Ifyouhavearespiratoryinfectionoranyothereasilytransmittable
illness,beconsiderateofallyourcustomersandemployeesandstay
home,ifpossible.
ManypeoplewithAIDSfeelstigmatized.Bysimplygreetingor
shakingthepersonshand,youarelettinghimknowthatheisaccepted.
Itwillmeanalottohim.
A WORD ABOUT CONFIDENTIALITY:
You may really care or you may just be curious
about a person with a disability who is in crisis,
suddenly ill, or misses work for unexplained
reasons. In spite of your concern, please respect
the privacy of a person with a disability. Allow
him to discuss his situation if and when he feels
comfortable doing so.
www.unitedspinal.org 1.800.444.0120 27

People with Psychiatric Disabilities or

Mental Illness
PEOPLE WITH PSYCHIATRIC DISABILITIESmayattimeshavedifculty
copingwiththetasksandinteractionsofdailylife.Teirdisordermay
interferewiththeirabilitytofeel,thinkorrelatetoothers.Mostpeople
withpsychiatricdisabilitiesarenotviolent.Oneofthemainobstaclesthey
faceistheattitudesthatpeoplehaveaboutthem.Becauseitisahidden
disability,chancesareyouwillnotevenrealizethatthepersonhasa
mentalhealthcondition.
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Stresscanafectthepersonsabilitytofunction.Trytokeepthepressure
ofthesituationtoaminimum.
Peoplewhohavepsychiatricdisabilitieshavevaryingpersonalitiesand
diferentwaysofcopingwiththeirdisability.Somemayhavetrouble
pickinguponsocialcues;othersmaybesupersensitive.Onepersonmay
beveryhighenergy,whilesomeoneelsemayappearsluggish.Treateach
personasanindividual.Askwhatwillmakehimmostcomfortableand
respecthisneedstothemaximumextentpossible.
Inacrisis,staycalmandbesupportiveasyouwouldwithanyone.Ask
howyoucanhelp,andfndoutifthereisasupportpersonwhocanbe
sentfor.Ifappropriate,youmightaskifthepersonhasmedicationthat
heneedstotake.
Always
ask before
you help.
28 disability etiQuette
www.unitedspinal.org 1.800.444.0120 29

People With Developmental Disabilities

PEOPLE WITH DEVELOPMENTAL DISABILITIES LEARN SLOWLY. Teyhavea
hardtimeusingwhattheyhavelearnedandapplyingitfromonesettingor
situationtoanother.
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Speaktothepersoninclearsentences,usingsimplewordsand
concreteratherthanabstractconcepts.Helpherunderstanda
complexideabybreakingitdownintosmallerparts.
Dontusebabytalkortalkdowntopeoplewhohavedevelopmental
disabilities.Gaugethepace,complexity,andvocabularyofyourspeech
accordingtotheirs.
Rememberthatthepersonisanadultand,unlessyouareinformed
otherwise,canmakeherowndecisions.
Peoplewithdevelopmentaldisabilitiesmaybeanxioustoplease.
Duringaninterview,thepersonmaytellyouwhatshethinksyou
wanttohear.Incertainsituations,suchaslawenforcementora
doctorsexamination,itcanhavegraveconsequencesifyourinterview
techniqueisnotefective.Questionsshouldbephrasedinaneutral
waytoelicitaccurateinformation.Verifyresponsesbyrepeatingeach
questioninadiferentway.
Itcanbedifcultforpeoplewithdevelopmentaldisabilitiestomake
quickdecisions.Bepatientandallowthepersontotaketheirtime.
Clearsignagewithpictogramscanhelpapersonwhohas
developmentaldisabilitiestofndherwayaroundafacility.
Peoplewithdevelopmentaldisabilitiesoftenrelyonroutineandonthe
familiartomanageworkanddailyliving.Beawarethatachangeinthe
environmentorinaroutinemayrequiresomeattentionandaperiodof
adjustment.
30 disability etiQuette

People with Learning Disabilities

LEARNING DISABILITIES ARE LIFELONG DISORDERSthatinterferewith
apersonsabilitytoreceive,expressorprocessinformation.Although
theyhavecertainlimitations,mostpeoplewithlearningdisabilitieshave
averageorabove-averageintelligence.Youmaynotrealizethattheperson
hasalearningdisabilitybecausehefunctionssowell.Oryoumaybe
confusedaboutwhysuchahigh-functioningpersonhasproblemsinone
aspectofhiswork.
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Peoplewithdyslexiaorotherreadingdisabilitieshavetroublereading
writteninformation.Givethemverbalexplanationsandallowextra
timeforreading.
Dontbesurprisedifyoutellsomeoneverysimpleinstructionsand
herequeststhatyouwritethemdown.Becausespokeninformationgets
scrambledashelistens,apersonwhohasalearningdisabilitysuchas
auditoryprocessingdisordermayneedinformationdemonstratedorin
writing.
Askthepersonhowyoucanbestrelayinformation.Bedirectinyour
communication.Apersonwithalearningdisabilitymayhavetrouble
graspingsubtleties.
Itmaybeeasierforthepersontofunctioninaquietenvironment
withoutdistractions,suchasaradioplaying,peoplemovingaroundor
loudlypatternedcurtains.
People with Traumatic (or Acquired)
Brain Injury
PEOPLE WITH TRAUMATIC BRAIN INJURYhavehaddamagetothebrain
usuallyastheresultoftrauma,suchasanaccidentorstroke.
uSomeofthefactorsthatafectpeoplewithlearningdisabilitiesalso
applytopeoplewithtraumaticbraininjury.Peoplewithbraininjurymayhave
alossofmusclecontrolormobilitythatisnotobvious.Forexample,aperson
maynotbeabletosignhername,eventhoughshecanmoveherhand.
www.unitedspinal.org 1.800.444.0120 31

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Apersonwithabraininjurymayhavepoorimpulsecontrol.Teperson
maymakeinappropriatecommentsandmaynotunderstandsocialcues
orgetindicationsthatshehasofendedsomeone.Inherfrustrationto
understand,ortogetherownideasacross,shemayseempushy.Allof
thesebehaviorsariseasaresultoftheinjury.
Apersonwithabraininjurymaybeunabletofollowdirectionsdueto
poorshort-termmemoryorpoordirectionalorientation.Shemayask
tobeaccompanied,orshemayuseaguidedogfororientation,although
shedoesnotappeartobemobilityimpaired.
Ifyouarenotsurethatthepersonunderstandsyou,askifshewouldlike
youtowritedownwhatyouweresaying.
Tepersonmayhavetroubleconcentratingororganizingherthoughts,
especiallyinanover-stimulatingenvironment,likeacrowdedmovie
theaterortransportationterminal.Bepatient.Youmightsuggestgoing
somewherewithfewerdistractions.
People Who Use Service Animals
SOME PEOPLE WHOareDeaf,blindorhavelowvision,orwhohave
traumaticbraininjury,seizuredisorder,orarangeofotherdisabilitiesmay
useaserviceanimaltoassistthemwithdailyliving.
Whileyoumayinquirewhetherananimalisaserviceanimal,the
personmaynothaveinformationidentifyingitassuch.Tismeans
thatingeneral,youwillneedtomodifyanoanimalspolicytoallow
thepersontoenterwithherserviceanimal.Barringadirectthreatto
healthandsafety,thisrequirementoftheADAisgenerallythoughtto
takeprecedenceoveranyhealthcodes,suchasthoseforrestaurants,and
personalpreferences,suchasthoseoftaxidrivers,prohibitingpets.
Serviceanimalsaregenerallyhighlytrainedandwellbehaved.Youmay
askthepersontoremovetheanimalifshedoesnothavetheanimal
underhercontrol.Donottouchtheserviceanimalwithoutpermission.
Teanimalmaybeadorable,butitisonthejob.
Dont make
decisions for
people with
disabilities....
.... about what
they can or
cant do.
32 disability etiQuette
www.unitedspinal.org 1.800.444.0120 33

Emergency Evacuation Procedures for People

With Disabilities
PEOPLE WITH DISABILITIES MUST BE CONSIDERED IN ANY FACILITYS
EVACUATION PLAN.
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Compileavoluntarylistofpeoplewithdisabilitieswhoareregulars
atyourfacility,suchasemployees,studentsorresidents.Whileyou
arecompilingthislist,letpeopleknowthateventhoughtheymaynot
considerthemselvesofhavingadisability,theyshouldbeincluded
iftheymayneedhelpduringanemergency.Forexample,thismight
applytosomeonewhoseasthmamaybetriggeredbystressorsmoke.
Keepthelistupdatedtoincludepeoplewhoarelivingwithtemporary
disabilities,suchasapregnantwomanorsomeonewithabrokenleg.
Intervieweachindividualonthelisttoplanthemostefectivewayto
assistthemincaseofanemergency.Forexample,apersonwitha
cognitivedisabilitymaygetconfusedandneedassistanceinfollowing
directions.
Alsodevelopaplan,includingavoluntarysign-in,foranemergency
thatmayafectpeoplewhoarenotattachedtothefacility,suchas
customers,theatergoers,patientsorothermembersofthepublic.
Practicetheevacuationproceduresandkeepyourplansuptodate.
34 disability etiQuette

Confict Management
SOMETIMES CONFLICTS ARISE betweenpeoplewithdisabilitiesand
theplacestheyvisitforwork,recreation,healthcareoreducation.
Teseconfictsareusuallytheresultofmisunderstandingoralackof
information.Sometimesconfictsdevelopbetweenpeoplewithdisabilities
whohaveconfictingneeds.Forexample,apersonwhohasahearing
losscannotheartheproceedingswiththewindowopen,butaperson
withMultipleChemicalSensitivityneedsthewindowopenforfreshair;
someonewhousesaservicedogmayrunintoaconfictwithapersonwho
hasananxietydisorderandanextremefearofdogs.
Allofthesesituationscallforfexibility,patience,creativity,andopen
communicationawillingnesstolistentotheotherguysperspectiveand
tolearn.
Sometimesgoodfaithefortsarenotenough,andpartieshavedifculty
workingouttheirdiferences.Inthesecases,considerusingtheservicesof
askilledmediator.
A Final Word
PEOPLE WITH DISABILITIESareindividualswithfamilies,jobs,hobbies,
likesanddislikes,andproblemsandjoys.Whilethedisabilityisanintegral
partofwhotheyare,italonedoesnotdefnethem.Dontmaketheminto
disabilityheroesorvictims.Treatthemasindividuals.
www.unitedspinal.org 1.800.444.0120 35

Signage
Noteaccessibilityofyourbusinessorprogrambyusingthesymbolsbelow
inadvertising,onfyers,andassignageatthelocationoftheservice.Be
suretousetheverbaldescription,alongwiththesymbol.Assignage,
enlargethesymbolandplaceitwhereitwillbemostvisible.
WHEELCHAIR ACCESS
ASSISTIVE LISTENING
FOR PEOPLE WHO HAVE A
HEARING LOSS
SIGN-LANGUAGE
INTERPRETER
TTY/TDD
United Spinal Association 2009-0819 AP
2008UnitedSpinalAssociation
DISABILITY ETIQUETTE
A publication of
75-20AstoriaBoulevard,
JacksonHeights,NY,11370-1177
7188033782 www.unitedspinal.org
IllustrationsbyYvetteSilver
ACCESSI B I LI TY CONSULTI NG & TRAI NI NG
Ac c e s s i b i l i t y S e r v i c e s has w o r k e d with public housing
authorities, private housing developers, professional
sports venues, retail operators, architectural firms,
and many others to help them untangle the often
conflicting requirements of aesthetics and accessibility,
keeping them informed of building codes changes and
revisions at all levels, and provide innovative solutions
to accessibility at any type of facility.
For more information, contact
Accessibility Services At
info@accessibility-services.com
toll free 866-249-2441
www.accessibility-services.com