Narrator (00:13):
This recording is an offering of Networks for Training & Development's Online University.

Michelle Sparling (00:19):
Welcome to Networks for Training & Development's podcast on disability etiquette. I'm so excited to introduce you to Suzanne Erb. Suzanne has lots of experience around disability etiquette and has a lot to share with you today. Suzanne.

Suzanne Erb (00:33):
Hi, Michelle. I'm really glad to be here today. This is another topic that's really near and dear to me. As someone who is blind in terms of self-disclosure and who has been blind since birth, I've been dealing with disability etiquette and not so good disability etiquette all my life. I'd like to share my perspective on that with you today.

Michelle Sparling (01:00):
Great. So my first question is why is disability etiquette important for people with disabilities, for employers, for employment support professionals? Why do we need to know this?

Suzanne Erb (01:12):
It's really important for you to know this because it makes everything easier. Rules of etiquette have come down through the ages and they sort of are like social glue that keeps things together. In terms of disability etiquette, we've really developed some dos and don'ts and things that really maybe in the last century or so... less than a century, we've decided as the society and as people with disabilities and professionals in the field, that these things can make it easier for people on the job. They can make it easier for us as professionals because we sort of have a code of things. And it also makes it easier for employers because we can show employers how to facilitate work life for people with disabilities, as well as customers, people who might be employees, people might be customers. So it doesn't just impact employer-employee relationships. It impacts customer relations and every day interactions with people. So that's why these things are very important.

Michelle Sparling (02:43):
Totally agree. So I wanted to spend the remainder of our time together to talk about some important considerations around specific disabilities. Because sometimes people just aren't sure what is the right etiquette around a person who uses a wheelchair, for example. But let's start with people with intellectual disabilities. What are some important considerations around etiquette that we need to think about?

Suzanne Erb (03:05):
Well, first of all, whatever you do treat people with respect no matter who they are. And if you're not sure what to do in any particular situation, ask. I would say, try to make sure that you keep concepts understandable, make sure that the things that you're trying to explain, or ask them to do. For example, if you're an employer, if you're their boss and you're giving them examples of what you want them to do, make sure that you're using language that's easy to understand.

Suzanne Erb (03:43):
And also it's a good idea to show them what you want them to do, and maybe even put pictures up so that they have something that they can refer to it. It's also important to make that you give them a chance to express their feelings about things and also what they believe their tasks are so that you can be sure that they actually understand what you're trying to say. And definitely be open and answer their questions and be patient and realize that it might take them a little bit longer to understand what you want them to do, but that they can definitely do it.

Michelle Sparling (04:32):
Wonderful. Thanks. So how about people who have mental health disabilities? What are some considerations?

Suzanne Erb (04:39):
Well, remember that people with mental health disabilities have been ostracized down through the ages. So this is something that people might not want to disclose and might feel uncomfortable, but if they disclose it and if they might need to take breaks when they need to, as opposed to certain times of the day. So there might be some scheduling things to consider. They might need to be in a place that's quiet. And if they make very specific requests, honor them. They're not doing it because they feel like it, they're doing it because they need it in order to function. Some people may ask for flex time, some people may ask for some other time to go appointments, if they need to see a mental health professional at a certain time each week or whatever, they need to have permission to do that. Those are some of the things to keep in mind.

Michelle Sparling (05:55):
How about people who have communication disabilities?

Suzanne Erb (05:58):
Okay, well, communication disabilities can result from lots of things. People may have had strokes or other kinds of brain injuries, or they may be unable to speak because of many reasons. That doesn't mean they can't make their needs, wants, and feelings known. It just means that maybe they might do it in a different way. Some people might want to use some kind of communication board where they can point to pictures. Some people might use more advanced systems called AAC devices. Some people might just read and write, and maybe that works for them. But whatever you do, don't rush them. Don't try to complete sentences for them. Give them a chance to say what they want to say. Because first of all, it might be completely different from what you think they're trying to say.

Suzanne Erb (07:06):
And also, make sure that you understand them. Like, for example, you might rephrase something that they said and say, "Did I get that right?" So that's really important to do. Make sure that you really understand. And don't say that you understand even if you don't. Because that's not fair to them, they have a right to be heard and understood.

Michelle Sparling (07:32):
Absolutely. How about people with physical disabilities?

Suzanne Erb (07:35):
Well, people with physical disabilities... that can impact in many ways. Some people use wheelchairs, some people use canes or crutches for walking. Some people may have difficulty using arms, or legs, or may not even have arms or legs. But that doesn't have anything to do with what they can or can't do for that particular job. Whatever you do, don't patronize them. And if they're using a wheelchair, make sure you don't touch the wheelchair or any other kind of ambulation device like canes, or crutches, or what have you. Those devices and any kind of assistive technology for that matter, belong to the person and are sort of appendages to who they are and their property. So for example, don't hang things on somebody's wheelchair, don't use their wheelchair to lean against. And if you want to go by the person who's in a wheelchair, don't just sort of push it. Never just push it because that could throw the person who's using the wheelchair off balance. And don't pat their head and just treat them with disrespect.

Michelle Sparling (09:04):
It seems like common sense, but sometimes people don't always think.

Suzanne Erb (09:09):
Yep.

Michelle Sparling (09:10):
And then combining people who have intellectual disabilities with a physical disability or more multiple disabilities, and sometimes that gets even more confusing for people. And that's where some unusual things happen. Right?

Suzanne Erb (09:21):
Mm-hmm (affirmative). Absolutely.

Michelle Sparling (09:22):
[crosstalk 00:09:22] being aware of treat people as people.

Suzanne Erb (09:25):
Exactly.

Michelle Sparling (09:27):
So how about people who are deaf or hard of hearing?

Suzanne Erb (09:32):
Well, people who are deaf or hard of hearing have an especially difficult time right now during the pandemic. And we're recording this in the early part of 2022, just to give you some frame of reference. Because some people who are deaf or who are hard of hearing or deaf may use lip reading, and that's impossible to do when you're wearing a mask. And I'm not talking about the deaf person wearing a mask that makes it easier. I'm talking about the general public. I think it would be great if everybody wore masks that were transparent so that maybe the person who is deaf could see a little bit better. It's very difficult for somebody who is deaf during these times. And be willing to read and write if that is preferable for the person who's deaf or hard of hearing. And ask them which is the best way for them to communicate.

Suzanne Erb (10:42):
And that's always, always important. And whatever you do, don't speak through the interpreter. In that, don't look at the interpreter, look at the person who is deaf, because that's the person who you're trying to speak with. And the interpreter is merely there to interpret for the person what you're saying and more of a translator. So you want to make sure that you are looking directly at the person who is deaf or hard of hearing.

Suzanne Erb (11:19):
Sometimes people who are deaf and hard of hearing have trouble with someone who has a mustache of some kind or a beard or something, any kind of facial hair that obstructs their face. And don't speak in a loud voice. Speak in a normal tone of voice. Try to work in a way that makes it easiest for that person. Some people speak ASL, but not everyone does. And don't make assumptions about the best way for the person to communicate with you and for you to communicate with them. And if they request a sign language interpretation, really honor that and respect that because they do need that in order to communicate and to understand what you're trying to say.

Michelle Sparling (12:15):
Absolutely. And it is a reasonable accommodation to ask for a sound language interpreter.

Suzanne Erb (12:20):
Yeah.

Michelle Sparling (12:20):
Okay. And one last disability for people who are blind or have low vision, what is some disability etiquette from your perspective?

Suzanne Erb (12:29):
Oh, okay. From my perspective, always ask the person what is the best way for you to assist them if they need assistance. And just like for everyone else, don't assume that they need help because sometimes if you assume they need help and you grab them or something, that might actually throw them off balance. For example, if you're standing at a street corner and you see a blind person start to cross, and you don't think it's safe, ask if you can assist them and they'll let you know whether or not they need your assistance. Granted, there might be a situation where there's a car coming and this might really impact their ability to... if you think that there's going to be an accident waiting to happen, that's one thing. But generally speaking, it's always just good policy to ask.

Suzanne Erb (13:41):
If you're guiding a blind person, generally, I would say it's best to stand just a little bit in front of them and let them take your arms so that they can feel where you're going, rather than you coming behind them and pushing them and grabbing them. That can actually put a blind person off balance.

Suzanne Erb (14:08):
And I was actually getting on a train one time and somebody grabbed me. They thought they were helping me. And I wound up putting my whole leg between the train platform and the train [crosstalk 00:14:24]. Yeah. So really be careful about that. Also, if you're giving change, make sure that you let the person know what the bills are, especially bills, because that's very difficult. And if you're going to give them coins and dollar in bills in the same transaction, give them the change first so that the change doesn't fall off the bills, and that can happen very easily. And there are some other tips too, but I think those are a few good ones to get started. And one other thing I'd like to talk about is since we're on the topic of people who are blind, and this is true for all service animals, whatever you do, don't pet service animals.

Suzanne Erb (15:19):
Again, they're not assistive technology because they're animals, but they belong to that person. And if you touch a service animal, you could really distract the animal because after all they're only people. And actually one of the biggest compliments that you can pay to a service animal of any kind, whether it's a dog guide or an assistance animal of any other sort is to not pay attention to them, because by not paying attention to them, you're acknowledging their job and you're respecting them as professionals, which is what they are. In addition to being dogs, they're professionals.

Michelle Sparling (16:12):
Wow. Lots of great information, Suzanne. And what you say about the service animals, I think we can all probably relate to times where we've seen an adorable dog out there, and it's [crosstalk 00:16:24] don't be offended if that owner says, "Please don't pet my dog."

Suzanne Erb (16:29):
Yep.

Michelle Sparling (16:31):
They're working. Right?

Suzanne Erb (16:33):
Exactly.

Michelle Sparling (16:34):
Right. Well, thank you so much for this great conversation around disability etiquette. If you are listening to this podcast as part of Networks' ACRE SE 101 course, please be sure to watch the disability etiquette video that will accompany this podcast. Thanks again Suzanne and I look forward to future conversations.

Suzanne Erb (16:56):
You bet. Thanks, Michelle.

Narrator (17:01):
Thank you for listening. We hope the information provided was helpful. Don't forget to stop by our website and take advantage of all we have to offer.