Ensuring Effective Communication With Your Customers  
Deaf	Hard of Hearing	Late Deafened	
Primary method of communication is visual, usually sign language but may include other devices/strategies
	Primary Method of communication is auditory  and may include other devices/strategies	Primary method of communication are visual cues, such as speechreading, reading text, and sometimes sign language	
Hearing loss not relevant 	Hearing loss is relevant	
May not use their voice to speak	Will use their voice to speak	
•	Communication strategies help them interact with the mainstream of society
•	Fragmented acoustic messages are experienced with or without amplification
•	Speech discrimination issues abound
	
Hearing loss “MAY” identify them as deaf 
•	Those who grew up in the deaf community feel a sense of belonging and identity Acceptance of cultural values of the deaf community
•	Those who were mainstreamed or possibly more isolated may or may not feel that same connection to the deaf community
•	Most often use ASL / sign language and/or other accommodations 	Hearing loss does not identify them as deaf. General preference is to be called hard of hearing	Hearing loss may or may not  identify them as deaf	
	•	Try to fit in and sometimes can’t because of communication challenges
•	Focus is on technology
•	Accommodations may be simple low or no cost fixes	

Getting Their Attention	
•	Do not throw things	•	Get their attention before speaking	
•	Door bell flasher at desk	•	Don’t talk too fast	
•	May not be able to lipread/speechread	•	May be able to lipread/speechread 

Things to Remember	
Watch facial expression and body language for frustration – may mean lack of communication	
•	Accept the fact initial communications will feel uncomfortable	•	May say, “yes,” when they may not understand	
•	Deaf people value face-to-face communications
•	Deaf people may create “noise” to get your attention	•	May not disclose disability until necessary – may bluff 
	
•	In communication, it is okay to use gesture, body language and facial expression	A Few Communication Tips
•	Be patient
•	Get the persons attention
•	Avoid standing in front of bright windows
•	Avoid noisy backgrounds
•	Speak clearly at a normal pace, don’t shout
•	Introduce one fact at a time
•	Only one person should talk at a time in a group setting
•	If not understood, rephrase your message
•	Just because the person wears a hearing aid does not mean they understand you	
•	ASL is not English		
•	If you try to communicate in writing, keep it simple and without double meaning		
•	When using an interpreter speak directly to the deaf person and make eye contact with the deaf person
•	Only one person should speak at a time in a group setting		
•	May head nod, “yes,” when they may not understand		
•	Frustration may look like anger