Module 4 Etiquette: Communication and Interaction MODULE GOALS: 1. To increase comfort levels for communicating and interacting with people with disabilities 2. To recognize the inherent “sameness” in people in order to promote a greater inclusion of people with disabilities in the workplace EQUIPMENT: 1. Television 2. VCR MATERIALS / HANDOUTS: 1. Quiz: Disability Awareness Activity 2. Handout: Ten Commandments of Communicating with People with Disabilities (in 6, 12, and 18 point fonts) 3. Handout: Ten Commandments of Interacting with People with Mental Health Disabilities 4. Video: The Ten Commandments of Communicating with People with Disabilities (Copyright 1994, Irene M. Ward & Associates, 4949 Hayden Run Road, Columbus, OH 43221-5930, 614/889-0888) TIME 45 – 60 minutes (time may vary) Notes to Trainer: Review module before training and prepare necessary materials. View “Ten Commandments of Communicating with People with Disabilities” video, handout, and read over Disability Awareness Survey. Notes to Trainer: Depending on the needs of your audience, you can also distribute and discuss the Ten Commandments document which was adapted specifically to address interactions with people with mental health disabilities. The handout is included in this Module’s handouts section. Notes to Trainer: This module will feature effective ways to communicate with people with various disabilities. Participants will learn how to communicate with people who have limitations in vision, hearing, speech, or cognition. Suggested Script: Have you ever wondered how to refer to someone with a disability? Words are very powerful and the language a society uses is reflective of its values. At one time, it was acceptable to refer to people with disabilities by their disability (e.g. epileptic, blind, retarded). This reflected a focus on disability and devalued a person’s abilities or individuality. No one wants to be stereotyped based on one characteristic, especially when that characteristic is usually pitied, feared, and or in some way causes discomfort. Suggested Script: The term “handicapped” came into use to describe people with disabilities – any disability – in the early 20th century. Most people with disabilities do not like this term. Many people believe that the term handicapped derived from the time when people with disabilities were limited to begging for a living, with their caps held out in their hands. Today, although this version of the term’s origin is widely regarded as inaccurate, use of the word has taken on a negative connotation. Suggested Script: Today, referring to someone by his or her disability is thought of as depersonalizing. The term "disabled people" or "the disabled" also has problems, since it suggests that a disability is a person’s defining feature. There is still no perfect term to use, but today, “person first” language is recommended (i.e., “person with a disability”). By putting the “person” before the “disability,” we tend to focus on the individual. For example, "person with a spinal cord injury" instead of "quadriplegic," or "person with diabetes" instead of "diabetic,” or better still, just refer to people by their names (Tim, Sharon, Carmen, etc.). Suggested Script: Let’s see how disability “savvy” you are. Notes to Trainer: Distribute the Disability Awareness Activity. Suggested Script: Please take 10 minutes now to complete this activity. Be prepared to discuss the correct answers after viewing the video. Notes to Trainer: When the group completes the survey (10-15 minutes), introduce the video. Notes to Trainer: Depending on the needs of the group, and the amount of time you have for the training, you may wish to focus on certain aspects of the video. For example, if you do not have 26 minutes to watch the whole video, you could show three commandments and ask specific discussion questions about them. Suggested Script: The “Ten Commandments of Communicating with People with Disabilities” is a video that has been developed as a tool to help increase sensitivity about people with various disabilities. The goal of the video is to provide an understanding of disability and for viewers to recognize that all of us, no matter how different we may appear to each other at first, share many of the same values, interests, hopes, and dreams. In the workplace, it is these commonalities that often serve as the first bridge between employees with disabilities and their co-workers. Suggested Script: As you watch the video, please keep a few different questions in mind. Suggested Script: For those of you who are new to this subject matter: 1. With which characters do you feel the most comfortable? 2. With which one do you feel the least comfortable? 3. Do you know why you feel this way? Suggested Script: For our experienced viewers: 1. What types of workplace accommodations would benefit each of the characters? Suggested Script: After the video, we will discuss all of these questions. Notes to Trainer: View video (26 min) and allow time for discussion. It is recommended to use the open captioned version of the video. Review the questions listed above. Notes to Trainer: The following are possible discussion questions for each of the ten commandments. Instead of using every question, you should pick and choose based on the needs of your audience. You can supplement the conversation with the additional topics listed below each commandment, as long as you are knowledgeable. The Ten Commandments and potential discussion topics: Commandment #1: Speak directly to the individual rather than through a companion or sign language interpreter who may be present. Potential Discussion Topics: a. Has anyone used a sign language interpreter to interact with an individual who is deaf? What was the experience like? b. Has anyone used message relay to communicate? 711 national number and service c. What other accommodations might a person who is deaf or hard of hearing need? A sign language interpreter, Assistive listening devices, TTY and TTY pay phones, Captioning of videos or other audible info, Access to voicemail phone system, Written information, Different types of communication used by people with hearing disabilities including sign language, speech reading, cued speech, writing, and typing. Commandment #2: Offer to shake hands when introduced. People with limited hand use or an artificial limb can usually shake hands and offering the left hand is an acceptable greeting. Potential Discussion Topics: a. Practice shaking hands with group not using primary hand. Discuss this experience if appropriate. b. What other accommodations might someone with limited mobility need? Computer assistive technology c. What are other appropriate greetings? Commandment #3: Always identify yourself and others who may be with you when meeting someone who is blind or has low-vision. When conversing in a group, remember to identify the person to whom you are speaking. When dining with a friend who has a visual disability, ask if you can describe what is on his or her plate. Potential Discussion Topics: a. Have group pair off and practice this tip. How does it feel to be so conscious of yourself and your words? How are activities advertised and information disseminated to ensure that persons with vision disabilities have access to this information? Web site accessibility and assistive technology issues. The use of Braille, CDs, large print, diskettes and electronic methods. b. Please note that many people who are blind prefer to feel the food on their plate rather than asking for a description. c. Share personal experiences if appropriate. Commandment #4: If you offer assistance, wait until the offer is accepted. Then listen or ask for instructions. Potential Discussion Topics: a. What type of assistance are you comfortable providing? What type of assistance might a person request? b. Have you ever had assistance forced on you? How did that make you feel? Commandment #5: Treat adults as adults. Address people with disabilities by their first names only when extending that same familiarity to all others. Never patronize people in wheelchairs by patting them on the head or shoulder. Potential Discussion Topics: a. Discuss language and people first terminology. b. How do we treat older persons? Is it similar? c. How would you respond to the woman of short stature? Would you think she would need an accommodation? Other ideas. d. What are ways to offer assistance? e. Who feels comfortable having a door opened for you? See the variety of responses. The same differences in the disability community. Commandment #6: Do not lean against or hang on someone’s wheelchair. Bear in mind that people with disabilities treat their chairs as extensions of their bodies. And so do people with guide dogs and service animals. Never distract a work animal from their job without the owner’s permission. Potential Discussion Topics: a. When might it be helpful to make additional seating available to provide opportunities to interact comfortably with people at different heights? Access to stage areas and podiums, etc. b. What is the difference between a service animal and a pet? Where are service animals permitted? Service animals are trained to perform specific tasks on an individual’s behalf. They should not be disruptive. Commandment #7: Listen attentively when talking to people who have difficulty speaking and wait for them to finish. If necessary, ask short questions that require short answers, or a nod of the head. Never pretend to understand; instead repeat what you have understood and allow the person to respond. Potential Discussion Topics: a. Discuss potential options to facilitate communication. Speech-to-speech relay available at 711 national phone #. Use of pen and paper or other tools. Importance of eye contact and nonverbal communication. Commandment #8: Place your self at eye level when speaking with someone in a wheelchair or on crutches. Potential Discussion Topics: a. Pair off the group and have one person in each pair stand up and carry on a conversation with the other person seated. How does this feel from each person’s perspective? Integrated seating. Dispersed seating at cinemas, stadiums and other venues. Commandment #9: Tap a person who is deaf or hard of hearing on the shoulder or wave your hand to get his or her attention. Look directly at the person and speak clearly, slowly, and expressively to establish if the person can read your lips. If so, try to face the light source and keep hands, cigarettes and food away from your mouth when speaking. If a person is wearing a hearing aid, don’t assume that they have the ability to discriminate your speaking voice. Never shout at a person. Just speak in a normal tone of voice. a. Tips to facilitate communication: Arrange office seating so a person with a hearing disability can see who enters the office area. b. Discuss personal preferences about being touched and ways to get the person’s attention. c. Explain that speech reading is difficult. Example of “island view” and “I love you.” Discuss: Some people with hearing disabilities use hearing aids only to alert them of danger or loud noises. Effective communication under the ADA and options. d. It is important to get a person’s attention before beginning to speak. Assistive listening devices. e. Discuss the different types of hearing loss and variety of accommodations. Commandment #10: Relax. Don’t be embarrassed if you happen to use common expressions such as “See you later” or “Did you hear about this?” that seem to relate to a person’s disability. Potential Discussion Topics: a. You may wish to tell stories about your personal interactions with individuals with disabilities. Perhaps some individuals you know prefer the guidelines explained in the video, and perhaps some do not. Suggested Script: The purpose of this video is to introduce us to individuals with different disabilities. The more individuals with disabilities we meet and the closer we become, the more comfortable we will be. For some of us, this video might be the first step towards feeling comfortable around some individuals with disabilities. Suggested Script: Now let's go back and look at the Disability Awareness Activity. After watching this video, perhaps some of our answers have changed. Notes to Trainer: Review Activity with the group, referring to the answer sheet for discussion points. Answer each question, spending as much or as little time as necessary. Suggested Script: I’d like to distribute one last handout. Before we leave, please stay in your seats and take a moment to read it. Notes to Trainer: If you are short on time, you may skip the following activity and solely distribute the 10 commandments handout in the 12 point font. Or, if you conducted Module 3 with the same audience and already used the 6, 12, 18 point font exercise, it may be best to skip the following activity and just distribute the handout in the 12 point font. Notes to Trainer: Distribute handouts in 6 point font. Wait for “grumbles” in the group and tell the group you have the same material in a larger font. Ask for a show of hands for those who would like a larger font. (Distribute 12 point font for those requesting). After distribution, tell the participants you also have the handout in an even larger font. Ask for a show of hands for those who would like an even larger font. Then distribute the handout in 18 point font. You can explain that 18 point font is typically considered large print. Suggested Script: How many of you found a larger font easier to read? Increasing the font size is just one simple way to improve your ability to communicate with an individual with a vision disability. Suggested Script: Both the video and etiquette exercise introduced great guidelines for communication. Still, it’s important to remember that an individual with disability is a person first. Just like people without disabilities, individuals with disabilities have personal preferences for communication. Always remember that communication is a life-long learning process! Etiquette: Communication and Interaction Copyright © 2004 by TransCen, Inc. [Ver. 10/05]