Tim O'Brien operates a communications consultancy and discusses using people-first language when referring to disabilities. The Americans with Disabilities Act broke down barriers but exclusionary language remains. Using terms like "wheelchair-bound" instead of "wheelchair user" can cause consumers to go elsewhere and increase legal risks. It's best to refer to the person first before their disability and avoid stigmatizing words. Non-verbal communication like making eye contact and asking permission is also important in putting people first.