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- Sep 15, 2015
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I searched the forums for another thread pertaining to this subject but came up with nothing. If there's another thread on it that I missed, I apologize.
So, I thought I'd bring this up since I've worked several jobs in the past and encountered deaf or hard of hearing customers in all of them. I know that I know how to react, but I have the feeling that most people don't so, I thought it might be helpful to make a "guide" of sorts for these interactions. In my orientation I was pleasantly surprised when my ETL-HR had mentioned a few points on encountering deaf customers and how we should be polite and help them any way we can (like grabbing a notepad and a pen), but it really needs to go a little further than that since that's usually the least of the problems with the communication barrier. Everyone knows to be polite whether they're tending to a hearing, deaf, or foreign language speaking customer.
First and foremost, treat them like any other customer. They do not view being deaf as a handicap and shouldn't be treated as such. You don't need to be apologetic for them being deaf. Can you imagine how many times a day they encounter hearing people and get that apologetic "I feel so sorry for you!" look? They aren't lesser because they can't hear. They have a native language just like you do and it is your responsibility to go out of your way to communicate with them, not the other way around. Keep a small pad and pen in your pocket during your shift, just in case so you can help them as best you can.
If a customer comes up to you pointing to their ear and then holds out a paper that reads something like "hello, I'm deaf. Can you help me find X item." Just smile and nod happily. Again, don't apologize, just keep a happy demeanor and write down that you can show them where it is or to give you a moment to find the item for them. Your body language is crucial. They are adept at reading visual cues and body language. If you roll your eyes or look rushed, they can tell, and you are being very rude by doing so. If you were doing something else when they approached, stop whatever it is you were doing and turn your body facing them. This lets them know that they have your attention. If you need to answer someone over your walkie or look something up in your myDevice, point to it and let them know you need to look something up or answer a call. If someone calls your name from across the aisle or section, make sure you write down or give them the "one sec" sign so that they know your attention is not on them for a second. This is a big deal because when you look away from them or make a motion with your hands to someone else, they are taking in all of that information, if it's not directed at them and they think it is, that can be very confusing.
Do not ask if they can read lips, most cannot accurately in a visually distracting environment, especially if they approached you and are signing something to you. Although, if they do read lips, always keep your face looking at them and don't shake your head too much. (Don't make assumptions about them, you never know which form of communication will be best and if you're unsure, just ask them what form of communication is easiest for them) This has been a new way that deaf and hard of hearing people are going about asking for help so that the pressure is on you to go out of your way to help them, not the other way around. Remember how I said to keep a pen and paper handy? That's the time to use it. If anything, apologize that you do not know sign language. You are equal people that speak different languages, we are just lucky this accommodation exists for these interactions unlike other foreign languages.
Some things you could do to make these interactions go a little smoother:
Learn some ASL, or at least some basic ASL signs pertaining to customer service/retail and finger spelling (also the signs for things like "I know basic sign language" or the signs for "a little" then fingerspelling "PSE" or "ASL"). This goes a long way with a deaf or HoH customer and will keep them coming back to the store. The deaf community is very tight knit and if one of them has a great encounter, like the employees at a certain store making a concerted effort to communicate, they will tell others. You won't believe how happy they are to learn that you can sign even if it's only the bare basics. They will be patient even if you have to sign slowly, they can adjust their mode to what your knowledge level/speed is (think of if you are talking to a customer and their 6 year old asks you a question, you'll change your speech mode to a level the child understands and then change back when you address the parent again, same concept.)
If they are signing too quickly or you feel that you aren't signing fast enough, grab your handy dandy notepad and paper, don't get frustrated. Remember, they are reading your body language, so if you are frustrated, odds are that it's written all over you. What I mean by that is, if you start shifting your weight a lot, tapping your foot, looking around uncomfortably, grabbing your forehead, etc. they can tell you are getting frustrated. Keep a happy demeanor and do your best to help them find what they need.
There are tons of resources for learning basic ASL out there. Youtube is probably one of your best resources for this. In particular, Rochelle Barlow <--- Rochelle Barlow has a fantastic series called "Learn ASL in 31 Days" that is great for learning the basics (although, you can skim them in the length of one afternoon). For harder concepts she does use her voice, but for the most part you'll need to utilize the captions to know what she's signing. This is how it usually is in foreign language classrooms anyway.
If anyone has some things to add, by all means let me know and I'll edit accordingly!
So, I thought I'd bring this up since I've worked several jobs in the past and encountered deaf or hard of hearing customers in all of them. I know that I know how to react, but I have the feeling that most people don't so, I thought it might be helpful to make a "guide" of sorts for these interactions. In my orientation I was pleasantly surprised when my ETL-HR had mentioned a few points on encountering deaf customers and how we should be polite and help them any way we can (like grabbing a notepad and a pen), but it really needs to go a little further than that since that's usually the least of the problems with the communication barrier. Everyone knows to be polite whether they're tending to a hearing, deaf, or foreign language speaking customer.
First and foremost, treat them like any other customer. They do not view being deaf as a handicap and shouldn't be treated as such. You don't need to be apologetic for them being deaf. Can you imagine how many times a day they encounter hearing people and get that apologetic "I feel so sorry for you!" look? They aren't lesser because they can't hear. They have a native language just like you do and it is your responsibility to go out of your way to communicate with them, not the other way around. Keep a small pad and pen in your pocket during your shift, just in case so you can help them as best you can.
If a customer comes up to you pointing to their ear and then holds out a paper that reads something like "hello, I'm deaf. Can you help me find X item." Just smile and nod happily. Again, don't apologize, just keep a happy demeanor and write down that you can show them where it is or to give you a moment to find the item for them. Your body language is crucial. They are adept at reading visual cues and body language. If you roll your eyes or look rushed, they can tell, and you are being very rude by doing so. If you were doing something else when they approached, stop whatever it is you were doing and turn your body facing them. This lets them know that they have your attention. If you need to answer someone over your walkie or look something up in your myDevice, point to it and let them know you need to look something up or answer a call. If someone calls your name from across the aisle or section, make sure you write down or give them the "one sec" sign so that they know your attention is not on them for a second. This is a big deal because when you look away from them or make a motion with your hands to someone else, they are taking in all of that information, if it's not directed at them and they think it is, that can be very confusing.
Do not ask if they can read lips, most cannot accurately in a visually distracting environment, especially if they approached you and are signing something to you. Although, if they do read lips, always keep your face looking at them and don't shake your head too much. (Don't make assumptions about them, you never know which form of communication will be best and if you're unsure, just ask them what form of communication is easiest for them) This has been a new way that deaf and hard of hearing people are going about asking for help so that the pressure is on you to go out of your way to help them, not the other way around. Remember how I said to keep a pen and paper handy? That's the time to use it. If anything, apologize that you do not know sign language. You are equal people that speak different languages, we are just lucky this accommodation exists for these interactions unlike other foreign languages.
Some things you could do to make these interactions go a little smoother:
Learn some ASL, or at least some basic ASL signs pertaining to customer service/retail and finger spelling (also the signs for things like "I know basic sign language" or the signs for "a little" then fingerspelling "PSE" or "ASL"). This goes a long way with a deaf or HoH customer and will keep them coming back to the store. The deaf community is very tight knit and if one of them has a great encounter, like the employees at a certain store making a concerted effort to communicate, they will tell others. You won't believe how happy they are to learn that you can sign even if it's only the bare basics. They will be patient even if you have to sign slowly, they can adjust their mode to what your knowledge level/speed is (think of if you are talking to a customer and their 6 year old asks you a question, you'll change your speech mode to a level the child understands and then change back when you address the parent again, same concept.)
If they are signing too quickly or you feel that you aren't signing fast enough, grab your handy dandy notepad and paper, don't get frustrated. Remember, they are reading your body language, so if you are frustrated, odds are that it's written all over you. What I mean by that is, if you start shifting your weight a lot, tapping your foot, looking around uncomfortably, grabbing your forehead, etc. they can tell you are getting frustrated. Keep a happy demeanor and do your best to help them find what they need.
There are tons of resources for learning basic ASL out there. Youtube is probably one of your best resources for this. In particular, Rochelle Barlow <--- Rochelle Barlow has a fantastic series called "Learn ASL in 31 Days" that is great for learning the basics (although, you can skim them in the length of one afternoon). For harder concepts she does use her voice, but for the most part you'll need to utilize the captions to know what she's signing. This is how it usually is in foreign language classrooms anyway.
If anyone has some things to add, by all means let me know and I'll edit accordingly!
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