Accessible Customer Service for Emergency Responders

An Emergency Management Ontario E-Learning Utility

 

Resources

Communication Strategies for Interacting with a Person That is Deaf, Deafened, or Hard of Hearing

Speechreading

Speechreading uses visual cues to understand a spoken message. The speechreader watches a speaker’s lips, teeth and tongue, along with many other cues, such as facial expressions, gestures, context and body language. When used alone, the effectiveness of lipreading varies since more than half the movements involved in sound formation occur within the mouth and cannot be detected by the eye. A person’s skill at speechreading depends on many factors including visual acuity, personality and when hearing loss occurred. Speechreading is most successful when used in conjunction with other communication strategies.

Sign Language Interpreter Services

Professional sign language interpreters are knowledgeable in the language and culture of both Deaf and hearing people and provide communication in both a sign language and a spoken language e.g. ASL and spoken English.

When the exchange of information is complex, such as during an interview or medical appointment, or reporting a crime, the most effective way to communicate with a person who is Deaf is through a professional sign language interpreter.

For everyday interactions – ordering at a restaurant, shopping, banking or registering for a hotel room – writing back and forth will usually work. Follow the person’s cue to find out if s/he prefers sign language, gesturing, writing or speaking.

Reading and Writing Notes

Writing back and forth on paper or typing back and forth using a keyboard and display (such as a computer, TTY, BlackBerry or other handheld device) is handy.

One risk is that written messages are abbreviated, which can result in incomplete communication. If care is used to avoid this, written- or typed-and-read communication works well for deaf and deafened people, some who rely heavily on this communication strategy.

When writing back and forth use straightforward, conversational language stating your point clearly. English (or French) is not the first language of all Canadians. The majority of culturally Deaf people function to a great extent bilingually – they are proficient, to a greater or lesser degree, in written English (or French) and ASL (or LSQ). ASL and LSQ do not have written forms and sometimes the written skills of a person whose first language is a sign language might appear stilted. A person’s written English (or French) skill should not be perceived as an indicator of education, ability or intelligence.

 
 
 
Ontario