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. 

Let’s discuss how take into account a person with a Hearing Loss.

There are many degrees of hearing loss.  As many people age, they develop a hearing loss to a certain degree.  People who have hearing loss may be deaf (a person with profound hearing loss) or hard of hearing (a person with some hearing loss).  People with profound hearing loss may communicate using sign language, while others may use assistive devices such as hearing aids to help them communicate. 

Here are some tips on how to interact with people with a hearing loss.

• Attract the person's attention before speaking. The best way is a gentle touch on the shoulder or gently waving your hand.
• Look at and speak directly to the person. Address them, not their interpreter.
• If necessary, ask if another method of communicating would be easier, for example a pen and paper.
• Don't put your hands in front of your face when speaking.
• Be clear and precise when giving directions, and repeat or rephrase if necessary. Make sure you have been understood.
• Be patient. Communication for people who are deaf may be different because their first language may not be English. It may be American Sign Language (ASL) or Langue des signes québécoise (LSQ).
• If the person uses a hearing aid, try to speak in a quiet area. Background noise can be distracting.

What else can you do to help a customer with a hearing loss feel more welcomed and served?  Do you know someone with a hearing loss??  How can this help you when communicating with them?

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