Welcome All: 4. Communicating Effectively

1. 4 - Communicating effectively
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2. Welcome All
The importance of effective
communication
• Identify what all customers need and want
• Provide information in a form that customers can
understand
• Obtain feedback from customers
• Provide a high standard of service

3. Welcome All
Key elements of effective
communication
• Choose appropriate words
• Speak clearly
• Use positive body language
• Listen carefully
• Use clear graphics for all written communication
• Obtaining and acting on feedback from customers

4. Choosing your words
Answers
•Person with a disability.
•Customer who is Deaf.
•Visitor who is a wheelchair user.
•Customer with a learning disability.
•Guest with cerebral palsy.
•Visitor with a spinal injury.
•Customer with a visual impairment.
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5. How do we communicate with people
who are Deaf or hard of hearing?
• British Sign Language (regional dialects)
• Sign Supported English
• Makaton
• Fingerspelling
• Lipreading
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6. “Deaf for the Day” Video, John
Barrowman
• https://www.youtube.com/watch?v=zwgyKnFh0QU
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7. Welcome All
Aids and services for hearing impaired
people
• Qualified sign language interpreters or lip speakers
• Induction loops
• Information and booking services available via a website,
e-mail, fax or textphone
• Videos with sub-titles/sign language
• Additional written information
• Visual/vibrating fire alarms

8. Learning disabilities
• Attention-deficit hyperactivity disorder (ADHD)
• Autistic spectrum disorders
• Cerebral palsy
• Down’s syndrome
• Dyslexia
• Tourette’s syndrome
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9. The Morning Commute - Autism
• The Morning Commute
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10. Dyslexia – Perception and Awareness
https://www.youtube.com/watch?v=T0OcN304AsU
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11. Speech Impairment
• Don’t patronise them
• Give them undivided attention
• Be patient - Avoid interrupting and finishing sentences
• Ask if you do not understand
• Use closed questions
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12. How do we communicate with people
who are blind and visually impaired?
• Verbally - narration
• Less written communication
• Less body language
• Guide dog – Don’t talk to the dog
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13. Communicating in Writing
• Which type face is the easiest to read on page 48?
• Which size of type is easiest to read on page 49?
• Is it easier to read ALL CAPITALS or a combination
of upper and lower case letters on page 50?
• Which colour combination for text and background
is easiest to read on the inside back cover?
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14. Customer feedback
• Talking to customers
• Mystery shoppers
• Tell us what you think forms
• Consulting RNIB
• Student Wellbeing
• Comments as Desk
• Emails
• Focus Groups
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