Mental health disabilities

Using words
Don't say	Say
crazy insane lunatic psycho mental mental patient maniac neurotic psychotic unsound mind schizophrenic	a person with a mental illness a person with a mental disorder a person with a mood disorder (for example, a person with bipolar disorder) a person with a personality disorder (for example, a person with an antisocial personality disorder) a person with an anxiety disorder (for example, a person with obsessive-compulsive disorder) a person with schizophrenia

Mental health disabilities are not as visible as many other types of disabilities.

Some people with mental health disabilities may have:

• hallucinations (hearing voices or seeing things that aren’t there)
• difficulty concentrating or remembering
• acute mood swings.

Other people may not show any signs. You won't know that a person has a mental health disability unless you are told.

Here are some examples of mental health disabilities:

• schizophrenia
• depression
• phobias
• bipolar, anxiety and mood disorders.

Tips on how to interact with people who have mental health disabilities

• Treat a person with a mental health disability with the same respect and consideration you have for everyone else.
• Be confident and reassuring. Listen carefully and work with the person to meet their needs.
• If someone appears to be in a crisis, ask them to tell you the best way to help.

How can you change the way you communicate with people with disabilities?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Intellectual or developmental disabilities

Using words
Don't say	Say
mentally retarded idiot simple retarded feeble-minded imbecile mongoloid mongolism Downs	a person with an intellectual disability a person with a developmental disability a person with Down Syndrome

People with intellectual or developmental disabilities may find it hard to do many things most of us take for granted.

These disabilities can mildly or profoundly limit their ability to learn, socialize and take care of their everyday needs.

You may not be able to know that someone has this disability unless you are told, or you notice the way they act, ask questions or use body language.

Tips on how to interact with people who have an intellectual or developmental disability

• Don't assume what a person can or cannot do.
• Use plain language and speak in short sentences.
• Make sure the person understands what you've said.
• If you can't understand what's being said, don't pretend. Just ask again.
• Provide one piece of information at a time.
• Be supportive and patient.
• Speak directly to the person, not to their companion or attendant.
• How can you change the way you communicate with people with disabilities?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Mental health disabilities

Using words
Don't say	Say
crazy insane lunatic psycho mental mental patient maniac neurotic psychotic unsound mind schizophrenic	a person with a mental illness a person with a mental disorder a person with a mood disorder (for example, a person with bipolar disorder) a person with a personality disorder (for example, a person with an antisocial personality disorder) a person with an anxiety disorder (for example, a person with obsessive-compulsive disorder) a person with schizophrenia

Mental health disabilities are not as visible as many other types of disabilities.

Some people with mental health disabilities may have:

• hallucinations (hearing voices or seeing things that aren’t there)
• difficulty concentrating or remembering
• acute mood swings.

Other people may not show any signs. You won't know that a person has a mental health disability unless you are told.

Here are some examples of mental health disabilities:

• schizophrenia
• depression
• phobias
• bipolar, anxiety and mood disorders.

Tips on how to interact with people who have mental health disabilities

• Treat a person with a mental health disability with the same respect and consideration you have for everyone else.
• Be confident and reassuring. Listen carefully and work with the person to meet their needs.
• If someone appears to be in a crisis, ask them to tell you the best way to help.

How can you change the way you communicate with people with disabilities?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca 

Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Training under this standard has to include how to interact and communicate with people that have various types of disabilities. 

Training can also include appropriate terminology.

People all across society have wanted a change in certain terms.  This means that people with disabilities would like terminology that is more positive.  The underlining message with the AODA and all its standards is a focus on differing abilities rather than on deficits in abilities.  It is important to understand language when dealing with customers with disabilities.  There are many types and degrees of disabilities. 

When discussing disabilities, remember these words:

Don't say	Say
the handicapped the invalid patient the disabled	a person with a disability

Remember that a disability can happen to any one at any time.  For some, the disability can happen because of an illness or an accident.  Sometimes, disability is developed as a person ages.  Some people are born with a disability. 

Depending on the situation and the person’s needs, there are a variety ways to make communication more accessible and ensure the message is understood.  Finding the right words can be a daunting experience, but if you aim to stay positive social words, you are going in the right direction. This strategy also works when it comes to training.

Sometimes communication can be made accessible if the needs of people with disabilities are considered in the planning stages of any service.  Using plain, positive language can help make communication easier to read and understand. 

We will be discussing some specific disabilities in the upcoming posts.  This will help all people understand disability and ensure inclusion of all people in all parts of life. 

What is your company or organization doing to the use of appropriate terminology for customers with disabilities?

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca 

Understanding barriers to accessibility

Barriers are obstacles. Barriers to accessibility are obstacles that make it difficult — sometimes impossible — for people with disabilities to do the things most of us take for granted — things like going shopping, working, or taking public transit.

When we think of barriers to accessibility, most of us think of physical barriers — like a person who uses a wheelchair not being able to enter a public building because there is no ramp.

The fact is there are many kinds of barriers. Some are visible. Many are invisible.

Barriers to accessibility
Type of barriers	Examples
Attitudinal barriers are those that discriminate against people with disabilities.	thinking that people with disabilities are inferior assuming that a person who has a speech impairment can't understand you
Information or communications barriers happen when a person can't easily understand information.	print is too small to read websites that can't be accessed by people who are not able to use a mouse signs that are not clear or easily understood.
Technology barriers occur when a technology can't be modified to support various assistive devices.	a website that doesn't support screen-reading software
Organizational barriers are an organization's policies, practices or procedures that discriminate against people with disabilities.	a hiring process that is not open to people with disabilities
Architectural and physical barriers are features of buildings or spaces that cause problems for people with disabilities.	hallways and doorways that are too narrow for a person using a wheelchair, electric scooter or walker counters that are too high for a person of short stature poor lighting for people with low vision doorknobs that are difficult for people with arthritis to grasp parking spaces that are too narrow for a driver who uses a wheelchair telephones that are not equipped with telecommunications devices for people who are Deaf, deafened or hard of hearing

Please some honest thoughts about accessibility.

If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca