You’re working with a client who is hard of hearing. How can you make sure they get the message?

1 Use multiple channels

Depending on the degree and type of your client's hearing loss, they may benefit from different modes of communication, such as speaking, writing, signing, or using assistive devices. Ask your client what they prefer and use multiple channels to reinforce your message. For example, you can speak clearly and slowly, while also showing them written notes, pictures, or diagrams. You can also use text messages, emails, or video calls with captions or interpreters to follow up or confirm appointments.

2 Reduce background noise

Background noise can make it harder for your client to hear and focus on your message, especially if they use hearing aids or cochlear implants. Try to find a quiet and private place to talk to your client, away from traffic, music, or other people. If you are meeting in person, turn off any devices that produce noise, such as TVs, radios, or fans. If you are meeting online, use a headset with a microphone and ask your client to do the same.

3 Check for understanding

Don't assume that your client has heard and understood everything you said. They may nod or smile out of politeness, but miss important details or instructions. To avoid confusion and frustration, check for understanding frequently and ask open-ended questions that require more than a yes or no answer. You can also ask your client to repeat or summarize what you said, or use the teach-back method, where you ask them to explain what they learned or what they need to do next.

4 Be patient and respectful

Communicating with a hard of hearing client may take more time and effort, but it is worth it to build trust and rapport. Be patient and respectful of your client's needs and preferences, and don't rush or interrupt them. If they don't hear or understand you, don't raise your voice or over-exaggerate your mouth movements. Instead, rephrase or repeat your message using different words or examples. If you are unsure how to communicate with your client, ask them for guidance or feedback.

5 Seek support and resources

You don't have to do it all by yourself. There are many support and resources available to help you communicate effectively with your hard of hearing client. You can consult with other case managers, audiologists, speech-language pathologists, or deaf and hard of hearing organizations for advice and best practices. You can also access online tools and apps that can help you with captioning, transcription, or translation. You can also refer your client to relevant services and programs that can assist them with their hearing needs and goals.

6 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?