Remove Communication Barriers

If you know a customer is hard-of-hearing, or if you work in a noisy environment, you can attract their attention with a welcoming comment, or a wave.

Do not shout. If possible, move to a well-lit area away from a window or move to a quieter space. Speak slowly and clearly.

You may also ask if an alternative form of communication would be helpful. Other options include using a pen and paper, or using a cell phone to text.

Confirm whether you have been understood and offer to repeat information.

If your client is deaf, you may wish to organize professional interpretation, if necessary.

For more information about services that support accessibility, visit  AccessibilityMB.ca > Resources > Accessibility Services.

Do not assume that only people with white canes have low or no vision. This is especially important, if you work in an environment with low lighting, such as a restaurant.

Identify yourself as you approach and speak directly to the customer.

If a customer requests guidance, offer your elbow or shoulder. Relax and walk at a normal pace. Advise the person about any obstacles, such as a pillar.

Ensure that everyone can access your print or electronic messages.

If a customer requests assistance with reading or instructions, speak clearly and away from other noises.

For print communications, use an easy-to-read, non-Serif font in 12-point size. Use colour contrast (black on white or blue on yellow) and lots of white space. Avoid italics and bold.

Keep a master document of printed materials, in order to produce a larger print version upon customer request.

Include a text description of images and charts. Many people who are blind use screen reader software to access print electronically.

Labels are generally too small to read. Consider having a magnifying glass readily available on site.

Include a notice and contact information on brochures and other documents that inform the public “Information is available in other formats, upon request.”

A stroke, injury, or other disability may affect a customer’s speech. Protective barriers that separate a service provider from a customer, and wearing a personal protective mask can also muffle speech.

Find a quiet place to communicate. Do not make assumptions about what a person may understand or remember.

If you are unsure of what was said, repeat the information to confirm, or politely ask the customer to repeat the information. Do not interrupt or finish your customer’s sentences.

If possible, ask questions that can be answered with a “yes” or “no” response, or consider using a pen and paper, or text messages.

When communicating by phone, let the customer know that you are having difficulty with understanding. Ask if there may be another way to communicate. Do not hang up!

Brain injury, learning and intellectual disabilities, dementia, and mental illness can all affect understanding and memory. A stressful, busy environment, such as a mall (especially during holidays) can have the same outcome.

Do not make assumptions about what a person may understand or remember.

Use plain, easy to understand language, and incorporate pictures with descriptions in print materials, signage, and web content.

Make written information clear and simple.

Offer precise directions. Providing one piece of information at a time may be helpful.

Invite clients to bring a support person to take notes during a meeting.

To help with wayfinding, use simple signage in key traffic areas, and ensure signage does not create a physical barrier.

If a customer appears to be anxious or in crisis, ask them to tell you the best way to help. Be confident, calm, and reassuring.