Communicating with your deafblind customers

Not all deafblind people communicate in the same way. But there are usually simple ways you can make contact even if you have never met a deafblind person before.A deafblind person is likely to explain to you how you can communicate with them, so listen carefully to what they say

• Try to talk slowly and clearly
  

  Some may be able to hear you speak if you talk slowly and clearly. Keep your hands away from your mouth and face the deafblind person in case they can see enough to lip-read. Try not to stand with your back to a window or light as your face will become shadowed and your lips more difficult to read.

• Fingerspelling
  

  Deafblind people with little or no sight and hearing often use ‘fingerspelling’ also referred to as ‘deafblind manual’, an easy-to-learn method of communication. Learn deafblind manual in 15 minutes.

• Block
  

  Some may like to have block capital letters spelt out on their hand. Try to use the whole palm for each letter and keep shapes nice and clear. Find out how to use Block effectively.

• Written notes
  

  Your deafblind customer may like to have things written out for them in large clear black print on a piece of paper.

On the phone

Some deafblind customers will use the Text Relay (formerly Typetalk) service to contact you over the phone.

Here is how to receive a Text Relay call:

1. An operator will say ‘Hello - this is Text Relay’ and ask if you are familiar with the service.

2. If you are not, they will explain that a deaf or deafblind person is on the phone. The deafblind person will then type messages which the operator will read out to you.

3. You can then simply reply in the normal way, speaking slightly slower, so that the operator has time to type out what you are saying.

4. In this way, the deafblind person is able to have a conversation with you, reading what the operator types using specialist equipment. The process is slower than an ordinary phone call, but please take your time to be as clear as possible.

Making calls

Deafblind people can also use textphones to communicate. To call a textphone from an ordinary telephone you must dial the 18002 prefix followed by the full STD number (e.g. 18002 020 7272 9648) of the person you wish to call.

The 18002 prefix informs the telephone network that a call is being made to a textphone user and a Text Relay Operator will type what you say, and say what the deafblind person types.

Any number you dial with the 18002 prefix that includes any typing will be automatically discounted by up to 60% on your telephone bill.

Please make sure that all staff are aware of how to use Text Relay, as it is a very common way for a deafblind or deaf person to make a call, and very simple to use if you know how.

Websites:

www.textrelay.org
www.actiononhearingloss.org.uk