Tips for Ensuring Effective Communication and Interacting with People with Disabilities
Ask questions
Ask the person how they prefer to communicate and get input from family and friends if needed. Determine whether they entered your care setting with any aids or resources they need to meaningfully engage with you. Without those supports, they may appear to have less capacity or functioning than they actually have. Focus on the person, not on the disability – A person is not “disabled,” “an epileptic,” or “bound to a wheelchair.” They “have a disability,” are “a person with epilepsy,” or “use a wheelchair.” Your words can suggest bias or create power imbalances. Words matter. Not all people with disabilities need assistance. It is both respectful and empowering to let a person choose what, if any, help they need. Offer assistance and act only if your offer is accepted. Ask for instructions if needed. (“Do you need help opening the door?” [If yes]: “Okay, should I prop it open like this?”). Avoid complex and long sentences. Rephrase or provide information in writing if needed. If someone is unable to read, you may need to use simple pictures or drawings to show instructions. Don’t ask, “Do you understand?” Instead, ask the person to repeat (or write or type) what you said back in their own words. If the person relies on a family, friends, support staff, or an interpreter, look at and speak directly to the person, not their support person. Do not provide information to the support person that is not also given to the person. Avoid changing your tone, patting the person’s head or shoulders, calling them by their first name if the same familiarity is not used with others. Do not approach someone as if they are “fragile.” Even subtle changes in how you interact with someone may affect your ability to build rapport or cause offense. Recognize how judgments, assumptions, or stereotypes about a person or a diagnosis influences how you and others view and interact with people with disabilities or older adults. These can lead to people being excluded from or ignored in conversations. This also can affect your ability to get important information about a patient. People who have experienced bias based on their race, ethnicity, nationality, language, gender, socioeconomic status, physical and mental ability, or sexual orientation may be less trustful of providers. Building rapport is key. As always, be mindful how different cultures view disability, illness, healing, autonomy, family involvement, and privacy.
Use person-first language
Do not assume someone needs assistance. Ask before acting.
Speak to the person, not a supporter
Provide information in small chunks, repeat key information, and check for understanding
Avoid behaviors that may be viewed as patronizing
Check for bias
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