Download Communication about people with disabilities

The Disability Services
Commission has developed
this training package for
public authorities to use in
staff training
Customer Service
Section Four
This section covers:
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Appropriate language
Communicating with people with disabilities
Communication about people with disabilities
Positive language
Disability etiquette
Appropriate language
• Language reflects and shapes the way we
view the world.
• ‘Putting People First’ – acknowledges the
person before their disability.
Communicating with people with
disabilities
• Treat people respectfully and with patience
• Never make assumptions about what a person
can or can not do
• Speak directly to the individual
Communicating with people with
disabilities (cont.)
• Don’t attempt to speak for an individual or finish
their sentences
• Never ask ‘what happened to you?’
Communication about people
with disabilities
• Do not define a person by their disability
• Avoid stereotypes, labels, generalisations and
assumptions
• Avoid words and phrases with a negative
connotation
Communication about people
with disabilities (cont.)
• Avoid focusing unnecessarily on a person’s
disability
• Portray people positively - recognise what
they can do
• Recognise many barriers faced are created
by community attitudes and the
physical environment
Positive language
Examples:
• Person with a disability
• A wheelchair user
• Person with paraplegia
• Deaf / hearing impaired
• Person with an acquired brain injury
• Accessible toilet
• Accessible parking
Disability etiquette
• Ask if, and what, assistance may be required
• Respect a person’s dignity,
individuality and independence
Disability etiquette (cont.)
• Treat everyone with respect and courtesy
• Speak directly to the individual - never speak
about the person as if they are not there
• Don’t be patronising – as if performing
everyday tasks is exceptional
Resources
• Putting People First
• You Can Make a Difference to Customer
Relations for People with Disabilities in Local
Government and State Government Agencies
– DVD
• You Can Make a Difference to Customer Relations
for People with Disabilities in the Hospitality,
Tourism, Retail and Entertainment
Industries - DVD
All available at: www.disability.wa.gov.au