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How can you communicate effectively with hard of hearing customers?

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Communication is a vital skill for any business, especially when dealing with customers who have diverse needs and preferences. One of the groups that often faces communication barriers is the hard of hearing community, which includes people who have partial or complete hearing loss. In this article, you will learn some tips on how to communicate effectively with hard of hearing customers, and how to create a more inclusive and respectful environment for them.

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Danny Aronson

CEO, Co-founder at Tuned Care

1 Understand the spectrum of hearing loss

Hearing loss is not a one-size-fits-all condition. It can vary in degree, type, and cause, and affect different aspects of hearing, such as volume, clarity, pitch, and direction. Some people may use hearing aids, cochlear implants, or other devices to assist their hearing, while others may rely on lip-reading, sign language, or written communication. Some people may identify as deaf, hard of hearing, or hearing impaired, depending on their personal and cultural preferences. Therefore, it is important to understand the spectrum of hearing loss and avoid making assumptions or generalizations about your customers' abilities and needs.

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2 Ask how they prefer to communicate

The best way to communicate effectively with hard of hearing customers is to ask them how they prefer to communicate. This shows respect and interest in their preferences and comfort. You can ask them if they need any adjustments or accommodations, such as speaking louder, slower, or clearer, using gestures or visual aids, or writing things down. You can also ask them if they use sign language or any other communication methods, and if they need an interpreter or a captioning service. By asking how they prefer to communicate, you can avoid misunderstandings and frustration, and ensure a smooth and positive interaction.

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3 Maintain eye contact and face them directly

When communicating with hard of hearing customers, it is essential to maintain eye contact and face them directly. This helps them to see your facial expressions and lip movements, which can provide important cues and clues for understanding your message. It also shows that you are attentive and engaged in the conversation. Avoid covering your mouth, turning your head, or moving around too much, as this can make it harder for them to follow you. If you are wearing a mask or face covering, you can use a clear or transparent one, or lower it briefly when speaking, if it is safe and appropriate to do so.

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Abhijeet Shukla ????

Co-Founder YIM | Ex-SAERA | Ex-INSPIRE intern DST | Ex-Intern Indian Railways | 200k+ content views | IMED | MBA | Content Writer | Social Entrepreneur | Freelancer | 2x IR Awardee by Govt. Of India | 2011 DST Awardee
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When it comes to communicating with hard of hearing customers, always maintain eye contact and face them directly. This helps them lip-read and better understand your facial expressions and gestures. Make sure that you speak clearly and slowly, using simple language, and provide visual aids when necessary. Additionally, you can offer multiple communication channels to accommodate their preferences and ensure inclusivity. Always be patient and attentive, actively listening to their needs and offering assistance as needed.

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4 Speak naturally and clearly

Another tip for communicating effectively with hard of hearing customers is to speak naturally and clearly. This means using a normal tone and volume, unless they ask you to speak louder or softer. Do not shout, mumble, or exaggerate your speech, as this can distort your words and make it more difficult for them to understand you. Use simple and concise language, and avoid jargon, slang, or idioms that may be confusing or unfamiliar. Repeat or rephrase your message if necessary, and check for comprehension by asking open-ended questions or summarizing the main points.

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5 Use other forms of communication

Sometimes, verbal communication may not be enough or suitable for hard of hearing customers. In that case, you can use other forms of communication, such as written, visual, or digital. For example, you can write down important information, such as prices, dates, or instructions, on a paper, a board, or a device. You can also use pictures, diagrams, or symbols to illustrate your message or show examples. Additionally, you can use digital tools, such as text messages, emails, or apps, to communicate with them, especially if they have a smartphone or a tablet. These forms of communication can supplement or replace verbal communication, depending on the situation and the customer's preference.

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Pooja Lakhwani

LinkedIn Top Corporate FP&A Voice ?? | CMA Professional | Power BI Enthusiast | CFO Services
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Using other forms of communication can be very much helpful because it will convey my message in the same way. The best practice is to use sub titles when presenting something or a online dictator which writes your words into a message when communicating via email.

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6 Be patient and respectful

The last tip for communicating effectively with hard of hearing customers is to be patient and respectful. Communication barriers can be frustrating and stressful for both parties, but it is important to keep a positive and polite attitude. Do not rush or interrupt the customer, or show annoyance or impatience. Do not pretend to understand them if you do not, or make assumptions or judgments about them. Instead, listen actively and attentively, and ask for clarification or feedback if needed. Respect their identity and dignity, and appreciate their efforts and cooperation. By being patient and respectful, you can build trust and rapport with your customers, and enhance their satisfaction and loyalty.

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Danny Aronson

CEO, Co-founder at Tuned Care
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A simple and affordable sign of awareness and respect: Use a decent headphone, preferably with an external microphone, so that it’s easy to hear you on video and phone calls. Using your battered earbuds you got for free with your phone 5 years ago with a bad connection makes you extremely hard to understand for those of us with hearing loss. Using a good set with a decent microphone makes it easier to hear and understand what you’re saying. Always remember - the fact that we want to hear what you’re saying isn’t annoying - it’s a a sign of respect and interest.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you communicate effectively with hard of hearing customers?

1

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3

4

5

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1 Understand the spectrum of hearing loss

2 Ask how they prefer to communicate

3 Maintain eye contact and face them directly

4 Speak naturally and clearly

5 Use other forms of communication

6 Be patient and respectful

7 Here’s what else to consider

Business Communications

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How can you communicate effectively with hard of hearing customers?

1

2

3

4

5

6

7

1 Understand the spectrum of hearing loss

2 Ask how they prefer to communicate

3 Maintain eye contact and face them directly

4 Speak naturally and clearly

5 Use other forms of communication

6 Be patient and respectful

7 Here’s what else to consider

Business Communications

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