Spoken and Signed

Introduce yourself to the person

Identify yourself when you approach a person and speak directly to them.

Consider alternative means of communication

Consider whether the person may want to communicate using alternative means and ask them; for example, a person may wish to communicate using notes.

Use plain English

Always use the simplest and clearest language possible. Avoid using technical words that may not be used by a member of the public. If you must use technical language, clearly explain what it means.

Keep your message simple

State one piece of information at a time. Provide the information in a logical order.

Speak clearly

Speak in a clear voice, clearly pronouncing your words.

Speak slowly

Take your time and speak slowly to the person. Tailor what you are saying to meet the person’s needs.

State the purpose of your conversation

At the start of your conversation, state the purpose of it.

Listen and respond to the person

Be aware of the language the person uses and their literacy level. In Ireland 18% of adults have literacy and numeracy difficulties.

Don’t finish a person’s sentences

Do not interrupt a person while they are speaking. Patiently wait for them to finish. Customers with some disabilities may take a little longer to understand and respond.

If you’re not sure what was said, politely ask the person to repeat the information

Alternatively, summarise the information back to the person to check you have correctly understood the request.

Think about what you are saying

Are you answering the person’s questions?

Are members of the public familiar with the technical terms your organisation uses?

Open-ended and closed questions

Use open-ended questions to gain more information. Open-ended questions typically provide more informative answers. For example, “What questions do you have?”

Closed questions generally only provide yes or no answers. For example, “Is that your answer?”

Provide dedicated employees to help

Where possible, and if appropriate, have specifically trained employees to deal with members of the public who require extra time.

Questions and answers can provide a good way of finding out if a person has understood the information.

Find a way of communicating that works for the person

For example, keep a pen and paper handy to write information down if necessary. Alternatively, provide images that may help get your message across.

Keep background noise to a minimum

Try to speak in an area with few competing sounds. This is particularly important for persons with autism and for the one in seven members of the public who has some level of hearing loss.

Use alternative ways to communicate

To accommodate different languages, where appropriate, offer information using non-spoken forms of communication; such as sign language, universal symbols, translation software or phrase books.

Finish the conversation by saying thank you and good-bye

Tips

Consider the following guidance on communicating with persons with disabilities.

• Some disabilities are not visible. Take the time to get to know the customer’s needs.
• Be patient. Persons with some kinds of disabilities may take a little longer to understand and respond.
• Identify yourself if you approach a customer with a visual impairment. Don’t walk away without saying goodbye.
• Do not touch service animals such as assistance dogs. They are working and have to pay attention at all times.
• If the customer has an intellectual disability, give one piece of information at a time. Use plain words and short sentences.

Spoken and Signed Communication Checklist

• At the start of a conversation, introduce yourself.
• Consider alternative means of presentation.
• Use plain English.
• Keep your message simple.
• Speak clearly and slowly.
• Listen first and then respond to the person.
• Do not finish the person’s sentences.
• If you do not understand what a person has said, politely ask the person to repeat the information.
• Make sure the person understands what you have said.
• Keep background noise to a minimum.
• Finish the conversation by saying thank you and good-bye.

Face-to-Face Communication

Over 90% of your message is communicated non-verbally. This is influenced vocally (38%) by factors such as volume, pitch and rhythm, and by body movements (55%), specifically facial expressions.

The guidance below should be considered when communicating with a person face-to-face.

Use a friendly smile and welcoming voice

It puts customers at ease. All members of the public would like a good customer experience.

Wear a badge

When communicating with a person face-to-face, where possible, wear a name badge. This will make it easier for the person to identify who you are.

Consider the distance you are standing from the person

Do not stand too close but also make sure you do not stand too far away.

Face the person when speaking

Make eye contact and face the person when speaking to them.

Speak directly to people

For face-to-face communication, you should always speak directly to the person. This is particularly important if a person is accompanied by an interpreter (for people who have a speech difficulty or whose first language is not English) or companion (who provides assistance to the person).

Ask the person “How can I help?”

Depending on the context of your communication if you are not sure what to do, ask how you can help. Do not just jump in. The person will know if they need help and how you can provide it. Always ask the person how they want to communicate.

Listen to the person

Your body language is an important part of your listening behaviour; be aware of your posture, eye contact and facial expressions.

Be patient

Be aware that some persons may take a little longer to understand and respond.

If you offer assistance, wait until you receive permission

Never touch a person, service animal (for example a guide dog) or their assistive products (for example wheelchairs) without permission.

Consider the provision of quiet times or spaces

Consider the provision of quiet times or quiet spaces to accommodate people who may experience sensory overload, including persons with autism.

Learn more

The Irish Human Rights and Equality Commission provides For Service For All: a practical guide for Credit Unions to improve accessibility for their members.

The Irish Human Rights and Equality Commission provides Accessibility for Members of the public with Disabilities in Community Pharmacies.

The National Adult Literacy Agency (NALA) provides Writing and Design Tips.

Communicating with persons who are d/Deaf or those who are hard of hearing

Some persons who are hard of hearing may have minor difficulties with hearing normal speech or particular sound frequencies; others may be profoundly d/Deaf.

In this document you will see the term ‘deaf’ used with an uppercase ‘D’, a lower case ‘d’ and with the upper and lower case combined ‘d/D’.

Deaf — with the uppercase ‘D’ is used in this document when referring to those who identify culturally and linguistically as part of the Deaf community and who use Irish Sign Language (ISL) as their preferred language.

deaf — with the lowercase ‘d’ is used to refer to those who are deaf or hard of hearing and who do not identify culturally and linguistically as a member of the Deaf community and they may not use ISL. They may communicate through English, by lip-reading or by writing.

d/Deaf — this term is used to refer to both those who do and do not identify as part of the Deaf community.

Face the person when speaking and do not cover your mouth

It is very difficult for persons who are hard of hearing to listen or lip-read if you have your hands in front of your mouth. This is equally true if you turn away from the person while speaking. Look directly at the person. Do not look away, down at your notes, cover your face, chew gum, or have a pen in your mouth while talking. Speak clearly and at a slightly slower pace, but do not shout or exaggerate mouth movements, as this will distort your lip patterns. During meetings, make sure that only one person speaks at a time.

Do not stand in a dark place or have your back to a light source

It is important that a person can see you clearly when you are speaking to them. The person needs to be able to see your face clearly to lip read and see facial expressions. The person may also need to be able to see your hand actions when using ISL.

To be seen clearly ensure sufficient lighting illuminates your face and hands. Try to avoid bright light sources being behind you, for example standing in front of a sunny window.

When to provide real-time captioning

When speaking while aided by visual display include real-time captioning. This is helpful during information sessions, presentations, speeches, meetings and conferences.

Learn more 

W3C provide guidance on Making Events Accessible: Checklist for meetings, conferences, training and presentations that are remote/ virtual, in-person or hybrid.

Communicating with persons who use Irish Sign Language (ISL)

ISL is the sign language used by the majority of the Deaf community in the State. ISL is a full language with its own complex linguistic structure, rules and features. It is a visual and spatial language with its own distinct grammar and it is a language of the hands, face and body. ISL is different from all other sign languages such as British Sign Language and American Sign Language.

Public bodies are required to provide free ISL interpretation upon request. Ideally, a publication should also be accompanied by an ISL video that summarises the publication. Only accredited ISL interpreters should be used in line with Irish Sign Language Act 2017.

When you publicise a public event or make appointments, indicate that you can provide ISL interpreters or real-time captioning upon request. Indicate how much advance notice you need to make arrangements.

When working with an interpreter talk directly to the Deaf person, and not the interpreter. Do not ask the interpreter’s opinion. Make sure that the interpreter sits next to you and that the Deaf person can see both of you clearly.

Tips

Provide systems that do not only rely on a person’s ability to hear.

Provide induction loop systems in areas where public services are provided and test them regularly.

Provide systems that allow customers to use text messages and email for communications.

Provide a real-time captioning service during information sessions or conferences.

Provide live web chat on websites.

Learn more

Sign Language Interpreting Service (SLIS) provide a referral service for booking interpreters and the Irish Remote Interpreting Service (IRIS). IRIS provides a live video-link to an ISL interpreter.

The Broadcasting Authority of Ireland has a guidance document with a section about Irish Sign Language and interpreters.

The Irish Text Relay Service (ITRS) facilitates people who are deaf and people who are hard of hearing in making and receiving calls in the Republic of Ireland. ITRS translates text into voice and voice into text. Calls are relayed though ITRS agents.

Real-time captioning, also called communication access real-time translation (CART), is the stenography method used to convert speech to text. Real-time speech-to-text facilitates people who are hard of hearing and is useful for people whose first language is not English but who are comfortable reading English. There are companies in Ireland who can provide this service either onsite or remotely.

Live Web chat is a service that allows communication (or chat) by text in real time with visitors to their website. Live Web chat is commonly used to provide immediate customer support and information. The customer can be emailed a transcript of the chat. An example is Live Advisor from the Citizens Information Phone Service (CIPS).

Audio-frequency induction loop systems (AFILS) allow people with hearing aids to hear more clearly. The hearing aid allows them to pick up the wireless signal generated by the loop system.

The Irish Deaf Society (IDS) is a Deaf-led organisation that empower and enable Deaf people to participate in positive action to further their independence and full and equal participation in the community. IDS offers Deaf Awareness Training as well as accredited Irish Sign Language classes.

Chime is the National Charity for Deafness and Hearing Loss. Chime provide awareness training for employers and organisations and advice on the range of assistive technologies for the workplace.

Face-to-Face Communication Checklist

• Be aware of non-verbal communication when communicating face-to-face.
• Use a friendly smile and welcoming voice.
• Consider the distance you are standing from the person.
• Listen to the person.
• Speak directly to the person.
• Where appropriate ask the person “How can I help?”
• Find a way of communicating that works for the person.
• Be patient.
• If you offer assistance, wait until you receive permission.
• Consider the provision of quiet times or spaces.
• Do not sit or stand with the light behind you.
• Face the person when speaking. Do not put your hands in front of your mouth while speaking.

Face-to-Face Communication Checklist

• Be aware of non-verbal communication when communicating face-to-face.
• Use a friendly smile and welcoming voice.
• Consider the distance you are standing from the person.
• Listen to the person.
• Speak directly to the person.
• Where appropriate ask the person “How can I help?”
• Find a way of communicating that works for the person.
• Be patient.
• If you offer assistance, wait until you receive permission.
• Consider the provision of quiet times or spaces.
• Do not sit or stand with the light behind you.
• Face the person when speaking. Do not put your hands in front of your mouth while speaking.

Dealing with difficult situations

The following guidance is provided for dealing with dissatisfied members of the public:

• Listen carefully and take the person’s concerns seriously.
• Reassure the person by letting them know you have heard what they have said and you have understood their feelings and concerns. Find some common ground you can agree on.
• Where the person may be aggressive, confrontational, or are repeating the same point unnecessarily, tell the person that you have understood and repeat their words back so it is clear you have heard them fully.
• The person may be unclear about what you can and cannot do. If you need to pass on the information to another organisation or agency, make sure the person understands why you are doing this and that you have their agreement to share their personal information with the other organisation or agency.

Try to pass on as much information as possible to the referral, so that the person does not need to explain their situation again.

Tips

To improve the person’s experience, look at how you can improve communication provided by your organisation. This could include:

• Providing training on communication techniques such as interviews, presentations, message taking, telephone dialogues and conversational skills.
• The National Disability Authority produced a free, short, interactive eLearning training course on disability equality awareness. This course will equip public sector staff with the necessary skills to provide an effective customer service to everyone and especially customers with disabilities.
• Providing training on computer-supported video communication techniques.