Real-Time Communication Etiquette for Communicating with Customers with Disabilities

Speech Impairments

People with speech impairments may stutter, slur words, sound hoarse, have unintelligible speech, or be non-vocal.  When communicating verbally with a person who has speech impairment:

• Listen attentively, be patient, and avoid speaking for the person or finishing his/her sentences. 
• Never pretend to understand if you are having difficulty understanding; ask the customer to repeat what was said and then repeat it back to the customer to make sure that you understand it.
• When necessary for clarification, it is appropriate to ask short questions that require short answers.
• Voice clarity can sometimes be achieved by adjusting the frequency of the incoming voice.
• If the person is non-vocal, he/she may use a communication aid, which generates synthesized speech or a prerecorded voice. A person using a communication aid may need additional time to effectively operate the device.
• If no solution to the communication problem can be worked out between you and the customer, ask if there is someone who could interpret on the customer's behalf.