If a person makes a request that seems out of the ordinary, it may be related to a hidden disability.  Hidden disabilities including a variety of conditions such as a learning or psychiatric disability.  Be sensitive to needs that may not be apparent. 

Ensuring your facilities are safe and accessible to a wide variety of persons is one of the best ways to communicate an open and accepting attitude towards persons with disabilities. 

Always use person first language when referring to someone with a disability.  Say “person with a disability” not “disabled person”.  Avoid negative disempowering words which focus on the impairment rather than the individual – such as “wheelchair bound”, “crippled” or “handicapped”.  Some persons with disabilities dislike jargony euphemistic terms like “physically challenged” or “differently abled”.  If you are unsure of which words to use – ask.

Always address a person with a disability directly.  Don’t speak to his companion, assistant or sign language interpreter.  The use of common expressions such as “see you later” or “it was good to hear from you” are also perfectly acceptable.  When communicating with a person who is blind, make sure you keep them well oriented.  If you are providing directions, be specific.  If you are in a group, verbally introduce everyone so that the person can take part in the conversation and always let them know before you leave their side.   

When speaking to a person utilizing a wheelchair or to a person of short stature, the conversation will be much more comfortable if you face them on the same level.  You can pull up a chair for longer conversations or kneel down.

A person who is deaf or hard of hearing may use a combination of lip reading and / or American Sign Language (ASL).  While many individuals who are Deaf utilize ASL, it is not used by everyone and is not universal across cultures.  For instance, someone in Mexico may utilize a different type of sign language than someone in the United States.  When speaking, make sure to face the person during a conversation.  Speak clearly and be sure not to cover your mouth or shout..  If the person is hard of hearing, their hearing aid will be calibrated to normal voice level.  Your shout will only distort it and also make you look foolish.  If a sign language interpreter is not available or the person is not a native signer, a low cost and immediate alternative, if the customer is comfortable, is to type back and forth on a computer or to use instant messaging. 

For those individuals that have difficulty speaking, never pretend to understand what someone is saying.  Ask them to repeat their sentence.  Most people won’t mind and will appreciate your effort to listen. 

Persons with disabilities consider their equipment part of their personal space.  Don’t touch any assistive device or push a wheelchair without permission.  If a person uses a guide dog, don’t pet or distract the animal.  Remember, the animal is working. If you need to make physical contact in order to assist a person, always ask first.  Never grab a person without warning as this may cause them to lose their balance.  In the case of a person who is blind – offer your arm rather than taking his.

Ask before you help.  If a setting is accessible, persons with disabilities can usually get along on their own.  If you are uncertain in any situation – just ask.  Don’t assume.  Persons with disabilities are the best judge of what they can or cannot do and will also be able to let you know how you can be of assistance. 

Tip #1 – Respect the Individual 

Persons with disabilities have families, jobs, hobbies, hopes and fears.  They are people first and even though their disability is an integral part of who they are, it is not what defines them.  Don’t turn persons with disabilities into heroes or a faceless “they,” but respect them as individuals who have much to offer.