The City of San Antonio, Texas
Planning Department and the Disability Advisory Committee have prepared this
Disability Etiquette Handbook to enhance opportunities for persons with disabilities
to pursue their careers and independent lifestyles.
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Contents Reasonable Accommodation in the Workplace Etiquette For Greeting and Assisting a Person With a Disability Interview Scheduling Etiquette Interviewing Technique Etiquette |
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REASONABLE
ACCOMMODATION IN THE WORKPLACE
Reasonable accommodations enhance the opportunity for qualified persons with disabilities who may not otherwise be considered for reasons unrelated to actual job requirements to be or remain employed. The purpose of providing reasonable accommodations is to enable employers to hire or retain qualified job candidates regardless of their disability by eliminating barriers in the work place.
According to the Department of Justice government-wide regulations, section 41.53,
Reasonable Accommodation is
defined as:
A recipient shall make reasonable accommodation to the known physical or mental limitations of an otherwise qualified handicapped applicant or employee unless the recipient can demonstrate that the accommodation would impose an undue hardship on the operation of its program.
Inquiries made of an individual about limitations in job performance must be directly related to the prospective or existing position. Accommodations are tailored for a certain job or situation that an individual is hired to perform. The law requires that each person with a disability must be consulted prior to the planning and be involved in the implementation of an accommodation.
Types of accommodations include:
· assistive devices
· reassignment
· modified work schedules
· job modifications
· relocation
· or a change in the physical plant.
Examples of assistive devices often used in the work place include:
teletypewriter (TTY) or telephone amplifier , often used by persons with hearing impairments.
wooden blocks to elevate desks and tables for wheelchair users.
large-type computer terminals and braille printers to assist persons with vision impairments.
Decisions to implement an accommodation should include making a choice that will best meet the needs of the individual by minimizing limitation and enhancing his or her ability to perform job tasks, while serving the interests of your majority work force.
ETIQUETTE FOR
GREETING AND ASSISTING A PERSON WITH A DISABILITY
Know where accessible restrooms, drinking fountains and telephones are located. If such
facilities are not available, be ready to offer alternatives, such as the private or employee restroom, a glass of water or your desk phone.
Use a normal tone of voice when extending a verbal welcome. Do not raise your voice unless
requested. When introduced to a person with a disability, it is appropriate to offer to shake hands. People with limited hand use or who wear an artificial limb can usually shake hands.
Shaking hands with the left hand is acceptable. For those who cannot shake hands, touch the
person on the shoulder or arm to welcome and acknowledge their presence.
Treat adults in a manner befitting adults:
Call a person by his or her first name only when extending that familiarity to all others present.
Never patronize people using wheelchairs by patting them on the head or shoulder.
When addressing a person who uses a wheelchair, never lean on the person's wheelchair.
The chair is part of the space that belongs to the person who uses it.
When talking with a person with a disability, look at and speak directly to that person rather than
through a companion who may be along.
If an interpreter is present, speak to the person who has scheduled the appointment, not to the
interpreter. Always maintain eye contact with the applicant, not the interpreter.
Offer assistance in a dignified manner with sensitivity and respect. Be prepared to have the
offer declined. Do not proceed to assist if your offer to assist is declined. If the offer is accepted, listen to or accept instructions.
Allow a person with a visual impairment to take your arm (at or about the elbow.) This will enable you to guide rather than propel or lead the person.
Offer to hold or carry packages in a welcoming manner.
Example: May I help you with your packages?
When offering to hand a coat or umbrella, do not offer to hand a cane or crutches unless the
individual requests otherwise.
When talking to a person with a disability, look at and speak directly to that person, rather than
through a companion who may be along.
Relax. Don't be embarrassed if you happen to use accepted common expressions such as “See you later” or “Got to be running along” that seem to relate to the person's disability.
To get the attention of a person with a hearing impairment, tap the person on the shoulder or
wave your hand. Look directly at the person and speak clearly, naturally and slowly to establish if the person can read lips. No all persons with hearing impairments can lip-read. Those who can will rely on facial expression and other body language to help in understanding. Show consideration by placing yourself facing the light source and keeping your hands, cigarettes and food away from your mouth when speaking. Keep mustaches well-trimmed. Shouting won't help. Written notes may.
When talking with a person in a wheel chair for more than a few minutes, use a chair, whenever
possible, in order to place yourself at the person's eye level to facilitate conversation.
When greeting a person with a severe loss of vision, always identify yourself and others who
may be with you.
EXAMPLE: On my right is Penelope Potts.
When conversing in a group, give a vocal cue by announcing the name of the person to whom you are speaking. Speak in a normal tone of voice, indicate in advance when you will be moving from one place to another and let it be known when the conversation is at an end.
Listen attentively when you're talking to a person who has a speech impairment. Keep your manner encouraging rather than correcting. Exercise patience rather than attempting to speak for a person with speech difficulty. When necessary, ask short questions that require short answers or a nod or a shake of the head. Never pretend to understand if you are having difficulty doing so. Repeat what you understand, or incorporate the interviewee's statements into each of the following questions. The person's reactions will clue you in and guide you to understanding.
If you have difficulty communicating, be willing to repeat or rephrase a question. Open-ended
questions are more appropriate than closed-ended uestions.
EXAMPLE:
Closed-Ended Question: You were a tax accountant in XYZ Company in the corporate
planning department for seven years. What did you do there?
Open-Ended Question: Tell me about your ecent position as a tax accountant.
Do not shout at a hearing impaired person. Shouting distorts sounds accepted through hearing aids and inhibits lip reading. Do not shout at a person who is blind or visually impaired -- he or she can hear you!
To facilitate conversation, be prepared to offer a visual cue to a hearing impaired person or an audible cue to a vision impaired person, especially when more than one person is speaking.
INTERVIEW
SCHEDULING ETIQUETTE
Some interviewees with visual or mobility impairments will phone in prior to the appointment date, specifically for travel information. The scheduler should be very familiar with the travel path in order to provide interviewees with detailed information.
Make sure the place where you plan to conduct the interview is accessible by checking the following:
Are there handicap parking spaces available and nearby?
Is there a ramp or step-free entrance?
Are there accessible restrooms?
If the interview is not on the first floor, does the building have an elevator?
Are there any water fountains and telephones at the proper height for a person in a wheelchair to use?
If an interview site is inaccessible (e.g., steps without a ramp or a building without an elevator), inform the person about the barrier prior to the interview and offer to make arrangements for an alternative interview site.
When scheduling interviews for persons with disabilities, consider their needs ahead of time:
When giving directions to a person in a wheelchair, consider distance, weather conditions and physical obstacles such as stairs, curbs and steep hills.
Use specifics such as left a hundred feet or right two yards when directing a person with a visual
impairment.
Be considerate of the additional travel time that may be required by a person with a disability.
Familiarize the interviewee in advance with the names of all persons he or she will be meeting during the visit. This courtesy allows persons with disabilities to be aware of the names and faces that will be met.
People with disabilities use a variety of ransportation services when traveling to and from work. When scheduling an interview, be aware that the person may be required to make a reservation 24 hours in advance, plus travel time. Provide the interviewee with an estimated time to schedule the
return trip when arranging the interview appointment.
Expect the same measure of punctuality and performance from people with disabilities that is
required of every potential or actual employee.
People with disabilities expect equal treatment, not special treatment.
INTERVIEWING
TECHNIQUE ETIQUETTE
Conduct interviews in a manner that emphasizes abilities, achievements and individual qualities.
Conduct your interview as you would with anyone.
Be considerate without being patronizing.
When interviewing a person with a speech impediment, stifle any urge to complete a sentence of an interviewee.
If it appears that a person's ability inhibits performance of a job, ask: How would you perform this job?
Examples:
Inappropriate: I notice that you are in a wheelchair, and I wonder how you get around.
Tell me about your disability.
Appropriate: This position requires digging and using a wheelbarrow, as you can see from the job description. Do you foresee any difficulty in performing the required tasks? If so, do you have any suggestions how these tasks can be performed?
INTERVIEWING
COURTESIES FOR EFFECTIVE COMMUNICATION
Interviewing a person using Mobility Aids
Enable people who use crutches, canes or wheelchairs to keep them within reach.
Be aware that some wheelchair users may choose to transfer themselves out of their wheelchairs (into an office chair, for example) for the duration of the interview.
Here again, when speaking to a person in a wheelchair or on crutches for more than a few minutes, sit in a chair. Place yourself at that person's eye level to facilitate conversation.
Interviewing a person with Vision Impairments
When greeting a person with a vision impairment always identify yourself and introduce anyone else who might be present. If the person does not extend their hand to shake hands, verbally extend a welcome.
EXAMPLE: Welcome to the City of San Antonio Planning Department, Disability Access Office.
When offering seating, place the person's hand on the back or arm of the seat. A verbal cue is helpful as well.
Let the person know if you move or need to end the conversation.
Allow people who use crutches, canes or wheelchairs to keep them within reach.
Interviewing a person with Speech Impairments
Give your whole attention with interest when talking to a person who has a speech impairment.
Ask short questions that require short answers or a nod of the head.
Do not pretend to understand if you do not. Try rephrasing what you wish to communicate, or ask
the person to repeat what you do not understand.
Do not raise your voice. Most speech impaired persons can hear and understand.
Interview a person who is Deaf or Hearing Impaired
If you need to attract the attention of a person who is deaf or hearing impaired, touch him or her lightly on the shoulder.
If the interviewee lip-reads, look directly at him or her. Speak clearly at a normal pace. Do not
exaggerate your lip movements or shout. Speak expressively because the person will rely on your facial expressions, gestures and eye contact. (Note: It is estimated that only four out of ten spoken words are visible on the lips.)
Place yourself facing the light source and keep Your hands, cigarettes and food away from your mouth when speaking.
Shouting does not help and can be detrimental. Only raise your voice when requested. Brief,
concise written notes may be helpful.
In the United States most deaf people use American Sign Language (ASL.) ASL is not a universal language. ASL is a language with its own syntax and grammatical structure. When scheduling an interpreter for a non-English speaking person, be certain to retain an interpreter that speaks and interprets in the language of the person.
If an interpreter is present, it is commonplace for the interpreter to be seated beside the interviewer, across from the interviewee.
Interpreters facilitate communication. They should not be consulted or regarded as a reference for the interview.
Do learn where to find and recruit people with disabilities.
Do learn how to communicate with people who have disabilities.
Do ensure that your applications and other company forms do not ask disability-related questions and that they are in formats that are accessible to all persons with disabilities.
Do consider having written job descriptions that identify the essential functions of each job.
Do ensure that requirements for medical examinations comply with the Americans with Disabilities Act (ADA.)
Do relax and make the applicant feel comfortable.
Do provide reasonable accommodations that the qualified applicant will need to compete for the job.
Do treat an individual with a disability the same way you would treat any applicant or employee with dignity and respect.
Do know that among those protected by the ADA are qualified individuals who have AIDS, cancer, who are mentally retarded, traumatically brain-injured, deaf, blind and learning disabled.
Do understand that access includes not only environmental access but also making forms accessible to people with visual or cognitive disabilities and making alarms and signals accessible to people with hearing disabilities.
Do develop procedures for maintaining and protecting confidential medical records.
Do train supervisors on making reasonable accommodations.
Don't assume that persons with disabilities do not want to work.
Don't assume that alcoholism and drug abuse are not real disabilities, or that recovering drug abusers are not covered by the ADA.
Don't ask if a person has a disability during an employment interview.
Don't assume that certain jobs are better suited to persons with disabilities.
Don't hire a person with a disability if that person is at significant risk of substantial harm to the health and safety of the public and there is no reasonable accommodation to reduce the risk or harm.
Don't hire a person with a disability who is not qualified to perform the essential functions of the job even with a reasonable accommodation.
Don't assume that you have to retain an unqualified employee with a disability.
Don't assume that your current management will need special training to learn how to work with people with disabilities.
Don't assume that the cost of accident insurance will increase as a result of hiring a person with a disability.
Don't assume that the work environment will be unsafe if an employee has a disability.
Don't assume that reasonable accommodations are expensive.
Don't speculate or try to imagine how you would perform a specific job if you had the applicant's disability.
Don't assume that you don't have any jobs that a person with a disability can do.
Don't assume that your work place is accessible.
Don't make medical judgements.
Don't assume that a person with a disability can't do a job due to apparent or non-apparent disabilities
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