This document discusses effective communication with customers who have disabilities. It identifies the importance of communicating effectively, communicating with customers who have various disabilities, and obtaining and using customer feedback. Specific guidance is provided on communicating with deaf/hearing impaired customers, customers with learning disabilities, and blind/visually impaired customers. Examples of aids and services, common disabilities, and dos and don'ts are outlined for each type of disability. The document emphasizes choosing appropriate words, speaking clearly, listening carefully, and using clear graphics in written communication.

1. 4 - Communicating effectively
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2. Objectives
•Identify the importance of communicating effectively
•Communicate with deaf and hearing impaired customers
•Communicate with customers with learning disabilities
•Communicate with blind and visually impaired customers
•Communicate effectively in writing
•Obtain and use customer feedback
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3. Welcome All
The importance of effective
communication
• Identify what customers need and want
• Provide information that customers can understand
• Obtain feedback from customers
• Provide a high standard of service

4. 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

5. 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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6. Welcome All
Deafness
• Deaf
• Deafened
• Deafblind
• Hearing impaired
• Partially deaf
• Hard of hearing

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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. “Deaf for the Day” Video, John
Barrowman
• https://www.youtube.com/watch?v=zwgyKnFh0QU
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9. Welcome All
Learning disabilities (1)
• There are estimated to be 1.2 million people with a
learning disability in the UK
• Learning disabilities can be caused by damage to the
brain or genetic conditions
• A person with a learning disability can be defined as
someone who has greater difficulty in learning than
others of the same age

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Learning disabilities (2)
• Learning disabilities is a term covering a broad range
of people
• Learning disabilities should not be confused with mental
illness
• Some people have general learning disabilities that
result in a range of problems associated with learning.
Others have a very specific disability

11. Learning disabilities
• Attention-deficit hyperactivity disorder (ADHD)
• Asperger’s syndrome
• Autistic spectrum disorders
• Cerebral palsy
• Down’s syndrome
• Dyslexia
• Tourette’s syndrome
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12. The Morning Commute - Autism
• The Morning Commute
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13. Dyslexia – Perception and Awareness
https://youtu.be/ehNo3PsRWbQ
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14. Question: What did the Tortoise say in reply to the Hare, when he
Said he could dance around him?
• Answer: “Keep your boasting till you’ve won”
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15. Speech Impairment
• Do not necessarily have intellectual impairment as well so don’t
patronise them
• Give them undivided attention – don’t look around
• Be patient – don’t look like you are in a hurry
• Ask if you do not understand – repeat back what they have said
• Avoid interrupting and finishing sentences
• Use closed questions requiring yes/no answers
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16. “Mushy finds his voice”
https://www.youtube.com/watch?v=lX1S1sijqSM
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- Educating Yorkshire

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Blind and visually impaired customers
• According to the RNIB, 2 million people consider that
they have a serious sight problem
• 85% of people with impaired vision are aged over 65
• People who are blind have a high degree of vision loss
• Partial sight is a less severe loss of vision
• Visual impairment is a term covering both blindness and
partial sight

18. Guiding Blind or Visually Impaired
• Guiding Skills
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19. What does this cane indicate?
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20. 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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21. 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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22. And finally….
“End the Awkward!”…What not to say!
https://www.youtube.com/watch?v=y90fEid9akg
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