1. Blind and visually-impaired people
Both blind people and people with reduced eyesight are included in this group. However, it is important to distinguish the blind from the visually impaired. The blind person does not see, but "feels" the world through her/his other senses (touch, hearing, smelling). She/he hears and feels the presence of somebody else. The person with a visual impairment does not see well, but has some sight. It should also be noted that only a limited percentage of person with visual impairments is totally blind. Because of their visual disability, the other senses, such as hearing and touching, of blind persons are more developed.
Needs:
- Contact with people, based on a continuous exchange of vocal information.
- To have the possibility to touch objects/persons in order to identify them properly.
- Special lights, contrasts, (for people with visual impairments), reference marks to achieve a better level of independence.
- To have clear explanations and clear descriptions of the environment to detect the way and obstacles in order to move around.
- To have access to personal guidance technical aids (white sticks, guide dog, etc.)
- To receive particular attention in case of emergency.
Ways to facilitate communication:
- Leave out the prejudices linked to the appearance of a person with a disability;
- Focus the attention on the person and not on the visual disability;
- Always introduce yourself when speaking to a visually impaired person;
- Stand close to the person so that she can identify you more easily;
- Always talk directly to the visually impaired person, not to his/her companion;
- Ask if the person needs help, don't assume it;
- Rather than written information, propose an audiotape. If written, it should be in large letters, and in Braille (relief plans, menus, guides);
- If audio or written material is not available, read aloud, though with a normal voice tone, descriptions, menus, directions, etc;
- Make yourself understood through words, as he/she cannot see expressions and/or gestures;
- Describe the environment and the services clearly, identifying the position of obstacles, furniture, table setting, etc., basing yourself on known references (clockwise, South, North, …);
- Be able to explain the way and/or to demonstrate the way if needed (specifying for example the beginning and the end of the stairs, …);
- Accept, in any situation, the guide dogs within the structure;
- Do not distract the animal and check if the dog can access all places;
- Do not move personal objects or furniture in the hotel room during the customer's stay;
- Announce stops vocally in transports;
- Inform the person if you are going to leave him or her for any reason;
- Co-ordinate your activity with that of other service providers;
- Provide particular attention in cases of emergency.
2. Deaf and people with a hearing impairment
This kind of disability is hard to distinguish immediately, unless the person herself makes it clear. It is necessary to distinguish between deaf people and people with reduced hearing. Persons with reduced hearing have additional difficulties in very noisy environments. People, who are deaf from birth, may also have difficulty speaking. Many people with hearing impairments may use sign language to communicate and read the lips of his/her interlocutor. Some use hearing aids to improve their ability to hear.
Needs:
- Visual contact with the interlocutor;
- Good lighting, to be able to read lips;
- In a group, the need to receive information at the same time as the others;
- Receive particular attention in cases of emergency;
- Be able to use an alternative way of communication if there is no understanding.
Ways to facilitate communication :
- Place yourself in front of the person and establish a visual contact, with appropriate lighting for lip-reading;
- Do not cover your mouth with your hands ;
- Always introduce yourself and explain your role/duties;
- Identify, with the help of the person herself, what his/her personal situation is and the communication method(s);
- Choose a quiet environment for communication;
- Be prepared to spend a longer time for the conversation;
- Speak directly to the person, looking at him/her, slowly, and taking care to articulate;
- Speak at a normal speed, without exaggerating mouth's movements and without raising the voice level (this wouldn't help unless the person herself requires it); simple physical gestures can be helpful;
- Use short sentences, clear words and be prepared to repeat what has been said;
- Have writing paper at hand;
- Always make sure that the information is well understood;
- Give particular attention in cases of emergency;
- Propose communication aids such as text phone or fax;
- Accept to use small technical aids such as a microphone ;
- Make sure that the deaf person is included in the group conversation, otherwise he/she will remain isolated ;
- Co-ordinate your activity with that of other service providers.
3. People with learning disabilities
The behaviour and needs of people with learning difficulties are very diversified and linked to the degree of disability. Their level of independence may also vary. It might go from very light and almost invisible signs to situations where assistance and help are required. In this latter situation, the people in question usually travel with an accompanying person.
A person with learning disabilities has reduced understanding and decision-making abilities. Some persons may have complex reactions to situations (anxiety, fear, depression, lack of orientation, etc.) or have difficulties in communicating.
Needs:
- Personal relationship;
- Friendly communication and behaviour;
- Be able to communicate with no prejudices;
- Be treated with affection and in a natural way, without undue shows of pity;
- Be welcomed to participate fully in the leisure and fun activities which are organised so that they feel they are wanted and needed;
- Easy to understand reference marks everywhere (pictograms,…);
- Receive particular attention in case of emergency.
Ways to facilitate communication:
- Leave out the prejudices linked to the appearance of a person with a disability;
- Be thoughtful and friendly;
- Show a relaxed and helpful attitude;
- Express oneself clearly and simply, using the affirmative form;
- Do not use a child-like attitude;
- Avoid long and confusing explanations;
- Remain concrete and make sure that your explanations are understood; do not hesitate to repeat them if necessary;
- Take your time to communicate;
- Be prepared for longer reaction times ;
- Co-ordinate your activity with that of the other service providers;
- Give particular attention in case of emergency.
4. People with reduced mobility
Persons with a physical impairment may use a wheelchair (electric or manual) or walk with difficulty, sometimes using crutches or a stick. Both groups may have different levels of independence: some of them are able to walk a few steps, some use the wheelchair only for short periods, some permanently. Others may have difficulties in controlling their gestures and expressing themselves; this does not alter their intellectual capacities.
Needs:
- Accurate and precise information on the level of accessibility of the place they are going to visit (steps, ramps, lifts, door width, etc.) so that they can judge by themselves if it is adapted to their specific needs;
- Total access to the infrastructure and the use of it;
- Technical aids to compensate different problems;
- To be able to set and follow their own rhythm;
- To be assisted occasionally to climb stairs if necessary;
- To be assisted to carry parcels, luggage, etc;
- Sometimes, help to sit down or get up;
- Non-skidding surfaces on floors to avoid falls;
- To receive particular attention in case of emergency.
Attitudes to develop to facilitate communication:
- Leave out the prejudices linked to the appearance of a person with a disability;
- Identify, with the help of the person herself, what his/her personal needs are;
- Leave enough time so that the person can express him/herself;
- Address the person directly, not the accompanying person;
- Let the person express his/her needs, do not assume them;
- Provide information on the destination to help him/her facing the "real situation" and, if possible, propose solutions (technical aids, … );
- Give accurate information on the level of accessibility (hotel, tourist site, …) and, if possible check it;
- Make sure, through appropriate information sources, of the reliability of the information given;
- Offer help, if required, and in the terms it is required;
- Co-ordinate your activity with that of other service providers (e.g. a travel agent booking a hotel room should make sure that the accommodation provider is in line with the needs of his potential client);
- Give particular attention in case of emergency.
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