Here are some tips to help you communicate with people who have hearing loss or may suffer from auditory processing disorder.
People with hearing loss and auditory processing disorder rely on facial expression and lipreading to aid communication, which is now hindered by masks.
Top Tips
If a customer tells you that they have a hearing loss don’t panic and please be patient. Please note that some people may not want to tell you they are D/deaf or hard of hearing.
1. Ask them what their preferred method of communication is. Some people may feel at ease for you to pull your mask down if you are behind a screen, others may prefer you write things down for them.
2. Please don’t ignore or continue talking to someone with your mask on if they have made it clear they can’t understand you. Try these additional tips:
- Wear a visor or clear face covering.
- Remove the mask if you are behind a screen. Some people may also be comfortable with you standing at a two-metre distance and removing your mask to aid lipreading. It is not illegal for you to remove your mask, you won’t get in trouble.
- Write things down for the customer. Some people may also have difficulty seeing, be prepared to write larger for them if they ask.
- Point to the amount on the till so they know what they have to pay.
- Maintain eye contact when speaking.
- Masks muffle sound, but please don’t shout. This distorts your voice and lips and makes it more difficult to understand what is being said.
3. If you have a loop system available, please have it turned on and let the person know they can use the loop system.
Additional tips for people who may be visually impaired or DeafBlind:
People with sight loss will not be able to see social distancing markers. Additionally, Guide dogs have not been trained to social distance. Most people will have a cane or a guide dog, please be mindful of this and give them space.
Please also ensure that you do not have any obstructions that a person will not be able to detect with their cane or guide dog.
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