Jacquie Brennan: Welcome to the Disability Law Lowdown. I’m your host, Jacquie Brennan.

Today’s podcast is about disability etiquette in the workplace. Our reporter, Jana Copeland, discusses common strategies for disability etiquette for the workplace setting with Tracie Saab of the Job Accommodation Network, JAN. Tracie offers practical strategies for the recruitment, interviewing and orientation for employees who have disabilities. SHe also explains the important business benefits in incorporating disability etiquette into the workplace.

Tracie Saab is a Sensory Team Lead Consultant for the Job Accommodation Network, a service of the U.S. Department of Labor Office of Disability Employment Policy. Tracie is JAN’s most senior Sensory Impairment Specialist with fourteen years experience providing accommodation technical assistance and ADA compliance assistance for individuals with sensory, immunology and endocrinology related limitations such as hearing impairment, chemical sensitivity, respiratory impairment, HIV and diabetes.

And with that, Jana, I’m going to turn it over to you.

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Jana Copeland: Hello and welcome to the Disability Law Lowdown podcast. I’m Jana Copeland with the DBTAC Rocky Mountain ADA Center in Colorado Springs. I’m here today visiting with Tracie Saab of the Job Accommodation Network about etiquette strategies for the workplace when dealing with employees with disabilities. Hi, Tracie, and welcome.

Tracie Saab: Hi, Jana. Thanks for the opportunity to be here today.

Jana: Could you tell our listeners a little bit about yourself and the organization you’re with?

Tracie: Sure. I’m Tracie Saab and I’m a consultant with the Job Accommodation Network which is a service, a free service, that provides information about job accommodations and the Americans with DIsabilities Act for employers, individuals with disabilities, anyone who has questions about how to accommodate someone with a disability in the work environment. We’re a service of the Office of Disability Employment Policy through the U.S. Department of Labor.

Jana: Perfect. As I said, I do appreciate your time with me today. As a way to kick off, how can effective disability etiquette strategies help benefit organizations and employers in their overall organizational culture?

Tracie: Well, effective disability etiquette strategies benefit organizations by creating an environment that is respectful and welcoming for everyone. More than eighteen million people with disabilities are working for America’s businesses in private and public sector jobs and that number with continue to grow as employers hire and retain a growing population of mature workers or aging workers. When supervisors and coworkers use disability etiquette strategies, employees with disabilities feel more comfortable and more productive and will work more productively in the work environment.

So thinking of and treating people as people instead of handicaps or inflictions or victims, words that were used in years past, creates an atmosphere of sort of levelness, where people are people and they’re not treated differently or negatively because of their disability.

So practicing disability etiquette is an easy way to make employees feel welcome and also to invite new qualified workers into businesses that are facing an impending labor shortage.

Overall, good disability etiquette can help a business attract and retain qualified workers, expand business opportunities and also better serve its customers. Businesses that are disability friendly in the house, not only impact their workforce in a positive way, but also have a lot of potential for attracting customers with disabilities who have billions or dollars of discretionary funds.

So bottom line, it makes good business sense to have good disability etiquette sense.

Jana: You’re absolutely right. You mentioned, Tracie, that having effective disability etiquette strategies can help employers who are going to be facing a labor shortage over the next ten to fifteen years. Can you offer our listeners some strategies for effective etiquette for applicants with disabilities in the recruitment process?

Tracie: Sure. Any business wants to attract qualified workers. We keep hearing about a labor shortage, so employers really need to get out there and tap into the large pool of qualified applicants with disabilities.

In order to recruit people with disabilities, an employers should step on the welcome mat at the business’s front door. Does it invite people with disabilities to walk inside? Basically what I mean is, is the business’s marketing materials and their recruiting methods accessible to people with disabilities? A business should make sure its website meets minimum accessibility standards to enable access for job seekers who may have reading disabilities, for example, those with vision impairments or learning disabilities.

Job seekers will recognize when as employer has designed their website or on-line application process for people with disabilities in mind. They will be more encouraged to go through the application process or seek out more information about that employer if they have a website that’s accessible.

Also, recruiting materials like brochures, application forms, etc, these things should be available in alternative format upon request. Recruiters or Human Resource staff should be prepared to maybe read documents or assist with completing forms if accessible materials aren’t readily available when they’re asked for.

Some other options: post job openings with local disability organizations and colleges and universities with career centers. If a business is going to recruit at a career fair, for example, that business should participate in fairs that are held in an accessible location for individuals with mobility impairments. And also be prepared to sit at eye level with someone, an interested applicant who maybe uses a wheelchair, or to communicate in writing with someone who is deaf or hard of hearing.

It’s important for an employer to educate its recruiting staff about the value of people with disabilities and the value that people with disabilities bring to an organization and ways to communicate effectively with potential job applicants and candidates.

Overall, you want to review recruiting methods for accessibility, train recruiting staff about ways to communicate effectively with people with disabilities, and also develop positive working relationships with local organizations like state vocational rehabilitation services that can help employers find qualified applicants with disabilities.

You asked about organizational culture. From an organizational culture standpoint, include people with disabilities in the business’s diversity messaging. Employers often work towards creating a diverse work environment or advertise as an Equal Opportunity Employer, but disability is often not brought into that conversation when it comes to diversity in the workplace. Workers with disabilities can be part of a diverse and talented work environment.

Jana: Those are all great strategies, Tracie. Just to clarify, you mentioned that one strategy would be to provide any marketing and pre-application materials in alternate formats. Could you give our listeners some examples of what those alternate formats could be?

Tracie: Absolutely. Alternative formats could be brochures that are in a larger print size, for example, having sixteen or eighteen point fonts. It could be providing information on a CD for someone to take home so that maybe they can use it with a screen reader, for example. It could also be providing materials in Braille in some cases.

So providing it in a method the individual can access depending upon their reading ability, depending upon how they can access information through some other form of media.

Jana: Perfect. After an employer or an organization has decided to interview someone with a disability or there has been disability introduced into the process, can you offer any strategies for organizations on interviewing and the pre-employment process?

Tracie: Sure. Interviewing can make everyone nervous, even the interviewer, but everyone needs to relax. I think we certainly get nervous when you’re thinking about interviewing someone with a disability, sometimes people become even more nervous.

Interviewing people with disabilities is generally the same as interviewing people without disabilities. The focus on the interview should be on the applicant’s qualifications and how they can perform the essential functions of the job. But let applicants know that accommodations can be made upon request and who to make that request with so before you go into that interview process there may be some discussion there about any specific needs that the applicant might have. And that will also make things a little bit easier and go a little bit more smoothly as you go into that interview process.

There are a few tips to keep in mind to help an interviewer with her peace of mind. For example, if you would shake hands with an interviewee, shake hands with someone with a disability. Make eye contact. Welcome that person as you would any other interviewee. For example, if someone with limited hand use or someone who maybe uses a prosthetic limb, they may shake hands as well. If for some reason they feel uncomfortable with that or choose not to, the interviewer should not be offended by that and be comfortable with a normal greeting of hello. But don’t be afraid to extend the hand and make the effort.

Another thing to consider is if an interviewee is accommodated with an interpreter or has a companion with him, the interviewer wants to speak directly to the interviewee, not through the interpreter. So speak naturally with that person face to face.

It’s also okay to use certain phrases. Sometimes they might be afraid to say things like “see you soon” or “walk this way” when they’re talking to someone who has a vision impairment or uses a wheelchair. Of course, these are common expressions and they’re likely to be used by the person the interviewer is speaking with, as well. So don’t be too afraid about using common phrases that everyone uses.

Also, consider the needs of people with disabilities when planning the interview or pre-employment testing. So, for example, make sure the interview and testing sites are accessible so you don’t end up with an awkward situation when that person first shows up to the interview. If it’s possible to talk about that before the interview, if they’ve asked for an accommodation, make sure that the site’s accessible.

Jana: So, Tracie, after you employ these good strategies that you’ve mentioned so far in the pre-employment process, and you’ve hired a person with a disability, are there any common strategies that can help with the new employee orientation process?

Tracie: Well, certainly. I think one strategy is one that’s actually a little bit proactive, sort of before an individual with a disability comes on board. Local disability related organizations and vocational rehabilitation services can be helpful in the effort to educate employees about working with people with disabilities.

In general, employers should offer disability awareness training so that when a new employee comes on board and has an obvious impairment there’s not much to do or talk about because the work force is already in the know.

So, sort of taking a proactive stance and educating the workplace about working with individuals with disabilities in general, just something that the workforce should be educated about on a regular basis may help in terms of a strategy in orienting new employees. JAN can direct employers to resources that can provide disability awareness training.

But of course, sometimes people do get a little bit nervous or aren’t sure what to do because the situation may be new to them. They may be working with someone with an obvious impairment and they’re not sure how to handle that, or the employee with the disability is coming in and they’re not sure how to handle that work environment.

So, some of the things that can be done:

reviewing physical features of the work environment, providing, for example, a tour for the individual with a disability so they know how to find things in the work environment and are familiar with that, both from a daily access standpoint as well as for an emergency preparedness standpoint as well,

also, identifying assistive technology that could be helpful in the work environment for that person

having a discussion about reasonable accommodation and the technology that could be used to assist them in performing job functions if that’s necessary

preparing coworkers and supervisors about certain accommodations when it’s appropriate or necessary. Here an example might be, let’s say a new worker has a service animal, and we are certainly getting a lot more calls at JAN these days about service animals in the work environment. Well, coworkers may not know how to interact with a service animal, so the employer may want to talk to the employee with a disability about how coworkers may interact with the animal before the employee comes to work. And then the employer might also offer coworkers with education material regarding service animals so everyone is informed before the animal begins working as well.

So there are some things that can be done in advance of the individual coming into the work environment and also once they’re in that work environment.

Jana: Those are great, great strategies, Tracie, and I do appreciate those. I think our listeners, particularly employers who are struggling with these integration issues and disability etiquette issues will find them particularly helpful.

Tracie, I realize that not all etiquette strategies that we’ve talked about today are going to apply for all types of disabilities. Can you offer some disability etiquette tips for specific impairments?

Tracie: Absolutely, Jana. Of course, etiquette strategies do vary across disability types, but I can offer some tips related to working with people who have motor or mobility impairments, sensory or cognitive impairments. We don’t have a lot of time today during this podcast to go into a lot of detail, but I’ll start with mobility impairments.

The first tip I’d like to mention is not to make assumptions about limitations based on appearance or the use of assistive devices. For example, individuals who use mobility aids like canes or walkers or wheelchairs have mobility related limitations for various reasons. For example, someone may have arthritis or use a prosthetic device or have asthma and may use an mobility aid regularly or only as required by their limitations on a daily basis. Also, people who appear to be mobile may require accommodations such as accessible parking because they are unable to walk long distances based on a hidden impairment. So don’t make assumptions just based on what you see.

Also, when talking to a person who uses a wheelchair for any length of time, it’s important to sit down so you’re at eye level with that person if it’s going to be longer than a few minutes so that person doesn’t have to keep looking up to you and you can have a conversation at eye level. Also, don’t touch or lean on a wheelchair or move a person’s walker or cane without asking them or being asked to do so. An person’s mobility aid is a part of that individual’s personal space so you don’t want to move their assistive device or lean on their wheelchair.

Similarly, don’t pet or distract a service animal without first asking the individual with a disability if it’s okay. The animal’s working and shouldn’t be distracted. Of course, many owners will gladly let you pet their service animal, but always ask first.

Keeping accessibility in mind, make workplace access changes specific to the needs of the individual. Talk with that person. Find out what their specific needs are in terms of making changes in a restroom or to an entrance so you are meeting their accessibility needs.

When planning an employer-sponsored social event, host the event in an accessible location and design activities that include employees of all abilities when you are scheduling that type of event.

Jana: These are all great tips, Tracie. I know one type of call we’re getting pretty frequently on our ADA hotline is related to interacting with employees who have either vision or hearing loss, particularly with the aging workplace. Do you have any tips you can offer for those types of impairments?

Tracie: Certainly. From a sensory perspective, if you’re working with applicants or employees who have vision loss or are deaf or hard of hearing, there are some tips to keep in mind.

Starting with the first time you meet someone, if the person is blind or visually impaired, verbally greet the person and identify yourself before extending your hand and use the same courtesy when you’re entering or leaving a room. It’s important because as that person is greeted, they may not see you to know that you’re there, so give them some sort of a greeting and then you can extend your hand to that individual so they know where you are and can also do the same. Also, don’t just walk away when you’re talking to someone who is blind or visually impaired. Say “goodbye” or “see you later” or “have a good day” something like that when you’re ending a conversation so that they have that cue and know when you’re leaving a room and you’re not just leaving them there hanging.

Sometimes a person who is blind or visually impaired may need assistance negotiating the environment as well. You want to ask the person if they need assistance before assuming the assistance is needed. For example you can say, “Can I help you get someplace?” if it seems like they’re having some trouble negotiating the environment. Then, instead of taking that person’s hand or arm, you might offer that person your arm and then act as a guide. So giving them your elbow to hold behind and then lead them to where they need to go in that environment. And while you’re walking you want to provide verbal cues about the environment that will be helpful as the person walks forward. For example, telling the person where they are, make note of things like steps or open doors, etc. It will give them an idea of what’s in the environment that they might need to be careful of. Also, if you have a new employee, you might offer to provide a guided tour of the workplace.

Be aware that individuals who are deaf or hard of hearing, there may be some things to consider in terms of etiquette as well. For example, an individual may communicate in a different way. You want to pay attention to cues such as whether the person uses sign language, maybe that person is reading your lips, maybe they prefer to write things down or use hand gestures in some way. Pay attention to those things. Don’t be afraid to tell someone that you’re talking to that you don’t understand what they’re saying if you’re having trouble understanding that person’s speech, as well. It’s always better to find a way to communicate, such as writing notes than to pretend that you might understand that person. Also, when speaking, you want to use a normal tone of voice instead of speaking loudly unless you’re asked to raise your voice. Also, you’ll want to consider rephrasing what you’re saying rather than simply repeating the same thing over and over if you’re not understood. So those are just some things to consider if you’re talking with somebody who is maybe hard of hearing.

If you’re talking with someone who is deaf and they’re using a sign language interpreter, it’s important to maintain eye contact with that person and direct your communication directly to the individual that you’re communicating with as opposed to communicating directly with the interpreter.

And lastly, before talking with someone who is deaf or hard of hearing, get the person’s attention by waving your hand or tapping them on the shoulder or through some other appropriate gesture. Instead of just talking to them and assuming they can hear you and understand what you’re saying, get their attention.

At JAN we’ve been receiving more calls about stuttering, as well, and speech impairments, so that’s something else I’d like to mention just briefly. When you’re working with an employee who stutters, be patient. Listen. Don’t complete words or sentences for the person or be afraid to say that you don’t understand. You might ask the person to repeat what they’ve said and then also verify what you’ve heard. So repeat back to that person what you think you’ve understood from them. Or you can also ask the person to write down what they’re trying to communicate if you’re struggling to get together to communicate. It may be possible to sit down and write out what needs to be said. It’s important to be attentive in your mannerisms and to maintain eye contact and be patient and listen to what’s being said.

Jana: Tracie, I know on our ADA hotline and during our training sessions that we get a lot of questions and inquiries from employers regarding hidden disabilities, particularly psychiatric impairments. That seems to be happening with even greater frequency in recent months. Do you have any specific etiquette strategies for that audience when dealing with those hidden impairments?

Tracie: Yes, Jana. We get a lot of inquiries at JAN, too, about hidden impairments. Of specific importance is the idea of avoiding stereotypes and making assumptions. I mentioned that earlier, but it’s of particular importance here when we’re talking about psychiatric or cognitive or hidden disabilities. It’s important for employers not to fall into stereotypes or make assumptions about the individual and how he or she might interact with others or coworkers in the work environment.

In many cases it will not be obvious that an individual has a psychiatric impairment, but in some cases there may be some differences in behavior. For example, some people with psychiatric impairments may behave different than others. They may have trouble interpreting social cues in the work environment. They may also have different ways of coping with their impairment. I think it’s important for employers to be patient, for coworkers to be patient and recognize and respect the differences in people.

From the standpoint of cognitive impairments, don’t assume, again, that just because someone has a cognitive impairment such as a learning disability that she has below average intelligence. So again, we’re sort of back to the stereotypes again. The individual may have above average intelligence but may have difficulty receiving, expressing or processing information. So be careful not to make assumptions based on a specific type of impairment or a label that somebody has a certain type of intelligence on that basis.

In training and work related situations, something the employer may want to do is ask the person if they prefer verbal, written, or hands on instruction or maybe a combination of methods when they’re working with someone with a cognitive impairment.

Also, treat the individual as an adult. Simply because someone has a hidden disability or a learning disability or some other sort of cognitive impairment, you don’t want to treat them as a child. You treat them as an adult. SPeak directly to an employee. Sometimes that individual may have a job coach or a companion with them to provide certain supports. It’s important to speak with the employee directly and not simply speak through a job coach or someone who’d acting as a support person for that individual. And of course use words and phrases according to that individual’s level of complexity.

Jana: Thanks so much for your time today, Tracie, and for all of these helpful tips on integrating employees with disabilities into the workplace.

Tracie: Thank you, Jana. We appreciate the opportunity.

We hope you’ve enjoyed our interview with Tracie Saab of the Job Accommodation Network about disability etiquette strategies for the workplace.

If you have any questions or would like more information about this topic, you can always contact the Job Accommodation Network at 800-526-7234 or you can contact your regional DBTAC ADA Center at 800-949-4232.

Don’t forget to visit our website at dll.ada-podcast.com where you can find the transcript of this show and also an archive of our past episodes and their transcripts.

Thank you and have a great afternoon.

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Jacquie: I know that you enjoyed this podcast on disability etiquette in the workplace and I hope you’ll tune in again to the Disability Law Lowdown which is hosted by the ADA Centers, a national network of ten Disability Business Technical Assistance Centers offering training, materials and technical assistance on the Americans with DIsabilities Act and other related disability laws.

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The ADA Centers are funded by a grant from NIDRR.

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Thanks again for tuning in and have a dazzling day.





The Southwest and Rocky Mountain ADA Centers are part of a program of Independent Living Research Utilization at TIRR - Memorial Hermann in Houston, Texas, and is funded by the National Institute on Disability and Rehabilitation Research. If you have questions about disability law or would like to request materials or training, please call 1-800-949-4232. This podcast is protected by the Creative Commons Attribution Non-Commercial No-Derivative-Works 2.5 License. For more information and transcripts, visit www.ada-podcast.com.