Disability Awareness

Introduction   As a professional DS it is important that you learn how to interact positively with all the patrons at your venue so that they have a positive attitude towards that venue. You must learn how to behave in a non-discriminatory manner with the patrons. Interact with everyone with some degree of empathy for their religion, politics, gender orientation, sex, sexual preferences, race, age and finally, their physical and mental abilities. Inappropriate comments or behaviour can lead to misunderstandings that may ruin the reputation of your venue. For example, There have been instances of people being ejected for drunkenness simply because;

• They were partially sighted and had lost their cane
• A person with slurred speech and a mobility problem due to a stroke
• A diabetic with an insulin problem was falling asleep

 In this section, I will introduce the basic information you will need in order to interact and behave properly with individuals who have a disability.

People with disabilities are not one stereotypical group that can be addressed in a standardised manner. Again, they are similar to all other patrons, with their own particular needs. You have to learn how to interact with all patrons and their form of disability so that you do not;

• Behave inappropriately or discriminate 
• Simply freeze because of your ignorance about a particular disability
• Ignore the individual

Quick Guide to Disabled Awareness Do's and Don'ts

• Do help someone in a wheelchair when asked, or offer help if you see them having difficulty
• Do kneel down when talking to someone in a wheelchair
• Do not invade personal space. Wheelchairs and walking frames are personal items
• Do not patronise, talk loudly, lose your patience, turn into a comedian, be overly friendly,  paternalistic or condescending with individuals who have any form of impairment
• Do ask the patrons what they either prefer, need or want if necessary, you may be doing it all wrong
• Do remove obstructions from the floor so that the wheelchair has easy access
• Do not feel embarrassed or self-conscious - keep eye-contact without staring at the person you are addressing
• Do let visually impaired patrons take your arm to help guide them around the bar. Always warn them of any hazards like low ceilings or steps and corners
• Do not assume that visually impaired patrons are totally blind. Only a small percentage of registered blind people are completely blind
• Do offer the Braille menu if appropriate
• Do allow access to Guide Dogs or Hearing Dogs for the blind and deaf and their owners
• Do treat all the patrons at your venue with dignity, courtesy, patience and respect  

Definitions  A patron with a disability or impairment is, in the first instance, a person.  Do not talk about “the handicapped” or “the deaf “ but do learn to talk about “the wheelchair user” or “the person who is slightly deaf”. Make a point of always prefixing your description of a person with a disability with the phrase “A person with a (Specify it)…….impairment”.  A disability may be a result of an accident, genetics, disease or a stroke and this can affect individuals either mentally or physically.  For example, someone suffering from the after effects of a stroke may have difficulties in speaking, understanding, reading or writing, handling money or telling the time. 

Approximately 20% of the population have an impairment that stops them functioning to the same extent as the remaining 80%. This inability to take a fully functional role in their community or society is, in part, due to the restrictions and handicaps placed by society itself. This includes:

• Poor disability awareness training for the general population who remain prejudiced and  ignorant with stereotypical views on impairments
• Failure to use common sense while interacting with  individuals who have an impairment. For example, refusing to allow guide dogs into some venues
• No staff training on the subject of dealing with patrons who have disabilities which leads to misunderstandings and embarrassment
• Lack of training facilities or trainers in the workplace to cater for individuals with disabilities
• Inadequate facilities at venues for wheelchair users, i.e. no user friendly toilets, difficult access to the front of the stage, no emergency escape procedures, narrow doorways, steps rather than ramps, emergency exits clogged with rubbish and on and on and on

                                                Get Up And Walk        Take A Chance         On your Own             The Fire Escape?      Ambiguity  for Males                                        

People with disabilities have varying degrees and forms of disability. In some cases, an individual may have several disabilities, these disabilities include:

• Physical or mobility impairments
• Physical disfigurements
• Total blindness or vision impairments
• Profound deafness or hearing impairments
• Speech or language impairment
• Cognitive, developmental or learning disabilities and learning difficulties

Disability Etiquette

Disabled people should be welcomed into all venues. They must be treated no differently to anyone else, other than to make allowances for their specific condition. If you have a situation where you are unsure of what to do, consult either the head supervisor or duty bar manager, if you have the time, that is. Always remember you are dealing with a person who has feelings and personal needs, if you are really unsure, ask them directly for advice.

Patrons who look different

Facing the public can be a traumatic experience for some people who have either facial or physical disfigurements. They may have been born with their condition or it may result from a serious illness, an operation or an accident. You must have the skill to see beyond the surface to the real person, their wants, needs, fears and real personality. This section is really a common sense shortlist for dealing with all patrons at your venue.

• Always address directly the person you have to communicate with, not their friends or care giver.
• Interact with everyone visiting your venue and help to make their stay enjoyable
• Never ignore someone, simply because of their impairment or appearance. 
• Do not stare. You must converse with the patron and act normally
• Do not make the patron feel uncomfortable. Always act naturally
• The persons physical appearance disguises  their true personality
• Listen to what the person is saying and respond positively

Patrons with Physical or Mobility Impairments:

• Get down to the wheelchair user's eye level and use your normal body language and verbal language
• Do not lean or stand on the wheelchair or walking frame. Always respect personal space and property
• Do not assume the patron has to be pushed. Some wheelchairs are motor assisted
• Always ask the patron if they want you to push them
• Make sure there is a clear path of travel
• Offer a chair if the patron is expected to wait about your area. This also applies to the elderly and the pregnant
• When addressing a wheelchair pusher to go to a specific place, do not say “Please take your wheelchair to..” They are not taking an object (their wheelchair) to a specific door, they are most likely taking the person they love/their friend (in a wheelchair) to a specific place
• Prevent misunderstandings through training, practice and more practice.

Patrons who are Totally Blind or Visually Impaired

• Never assume total blindness
• Look for the visual signs. This includes white canes, lapel badges or guide dogs
• Speak to the patron when you first approach them. Say, "Hello, My name is…" speaking at your normal volume and speed
• Never touch, pet or distract a guide dog while it is working
• If it is necessary for you to escort the patron, either: allow the customer to hold your arm, or place your upper arm close to theirs and they will follow your lead
• Give the patron verbal information about the environment you are moving through. This includes loud noises or changes in the ground surface
• When approaching a step or curb say, " Curb/Step up/down"
• When offering a seat, place the patron's hand on the back of the chair. No other help is required
• Always say "Good Bye" when you leave the patron. Do not leave the individual talking to an empty space
• Prevent misunderstandings through training, practice and more practice.

Patrons who are Profoundly Deaf or Hearing Impaired

• Gain the patron's attention before starting a conversation; identify yourself
• Position yourself so that your face is well lit for the patron
• Always address the person you are communicating with, not their friend or care giver
• Avoid background noises, this impairs hearing, even more
• Speak without shouting
• Expect to repeat your sentence until comprehension is reached
• Look directly at the customer, speak clearly, and keep your hands away from your mouth as they may be able to read your lips
• Speak more slowly than normal, this allows the patron to comprehend you
• Use short words as well as the more common words if possible
• Ask the patron if they would like to communicate by writing
• Prevent misunderstandings through training, practice and more practice.

Patrons with Speech or Language Impairments

• If you do not understand what the patron is saying, ask them to repeat themselves
• Ask more closed than open questions, that is, questions that require short answers, yes or no
• Do not anticipate what the patron is going to say, allow them to finish their sentence
• If you are having real difficulties in understanding what the patron is saying, ask them to write it down, if they can
• Prevent misunderstandings through training, practice and more practice.

Patrons with Cognitive, Developmental or Learning Disabilities/Learning Difficulties

• You may have to repeat yourself several times, without shouting, until an understanding is reached
• Allow extra time for the person to respond  to your questions or greetings
• Be patient and observant, try not to patronise the patron by using over simplified language
• If the person is lost, afraid, distressed or disorientated, check their clothing for name and address tags
• Prevent misunderstandings through training, practice and more practice