Should the Deaf/HOH Customer Be Handed a Pen and Paper?
Saturday November 8, 2008
Janisko1 has a challenging question on the forum asking how to handle a deaf or hard of hearing customer whose speech is not understandable. I can understand her trepidation as she is concerned about potentially offending the deaf or hard of hearing customer. Here is what Janisko1 asked:
This question is for all of you who are extremely HOH or deaf and have speech difficulties as well...I already responded to Jansko1 but from the perspective of a deaf person. Any hard of hearing people out there who want to chime in?In the workplace (I call on retail stores and pharmacies) I occasionally find myself in a situation where I'm speaking with someone HOH who also has speech difficulties. It's frustrating both to me and the person who is trying to communicate with me.
I've often considered handing the person a pad and pen but don't know if it would be appropriate or rude. What do you think?
Comments
Although I am not Deaf or Hard of Hearing, I have always waited for the other person to offer the pen and paper. I once had a discussion with a supervisor who did not see the andvantages of signing, “I just use pen and paper” she said. Keep in mind that for Deaf people who use ASL as a primary form of communication, writing WRITTEN English is a second language, and is therefore may be more difficult already.
I would be very interested in getting more information on this. I am an insurance agent who would love to work with the deaf, considering the fact there are not that many ASL using agents. I do know sign language. I am not by any means proficient though, so when I am talking to someone and if I am unable to get my point across by my “skills” in sign, is it okay to use pen and paper. I will look forward to any information you can provide.
I have been deaf since 9 months of age, and am now 66 years old. I have never been offered, nor have I offered, pen and paper regardless of the speech challenge that people might have. I think that it conveys that the challenged person has a shortcoming and you are drawing attention to it. What I HAVE done is obtain a small (3″x4″) Magic Slate and keep it handy and if the challenged individual ASKS for pencil and paper, that is what I furnish as it is less intrusive or obvious. It works well. As an aside, I just got cochlear implants two years ago and can now understand speech perfectly whereas I could not for all my life prior; I was a speechreader, with excellent speech. But, try the Magic Slate, you can get them in the dollar stores.
I think that if there is no interpter available you should offer to either try to use pen/paper now or reschedule with an interpter. I worked in a government office and we would always offer pen/paper automatically. I am hoh before deaf now and I never had anyone get offended when we offered pen/paper. If the person said no, or said they wanted a terp we would reschedule with a terp. I am “conversational” in ASL and know my limits. As a HOH person, I was never offended if someone thought to offer paper or take more time. What did/does offend me is a brush off. It is like asking someone that uses a cane or wheelchair if you see them struggling if they would like help. If they say no, fine, but offer.
The fact that the questions are asked and opinions are sought to me indicates that people want to do what is best for the customer. I cannot imagine anyone would be offended if it is done with diplomacy. Difficulties might arise if the individual has problems with written communications. I think then it vitally important to display tremendous diplomacy and patience.
I carry a pen and pad as I have no idea how loudly I now speak nor if I have obvious speech deficits. The hearing world occasionally is NOT real willing to write communications; generally people try to accomodate.
I thank the individual who asked whether it would be considered offensive. It is great to know there are folks who truly want to communicate/interact with the deaf and HOH; and in a manner which is optimally effective.
I’m profound deaf born into a deaf family from Canada. Paper and Pen is very acceptable form of communication for quick dialogue. Suppose I go to a fast food resturtant. I usually ask for paper and pen to write out my order… It’s easy and quick. But for longer discussions such as meetings, Sign Language (ASL)interpreters are usually preferred. I agree with Karen, just offer the paper and pen, accept the repsond you get.
I am a late deafened adult. I lost my hearing Dec. 25, 2006. It took a while to even approach being deaf as I had buried my daughter that January. From my perspective where I can talk fine but I do not know sign or how to read lips good yet, I appreciate when sm1 takes the time to write to me. I would much rather have the conversation go smoother then for it to become an overwhelming situation for either parties. Even knowing sign language does not mean I will be able to communicate with everyone. Not everyone knows sign (a lot do though) so a paper is necessary in my case. If you are working/speaking with sm1 that is hard of hearing, I would simply say that I am having difficulty understanding you. You are probably having a hard time too. Why don’t we write to each other. That way you can avoid the uncomfortableness of wondering how the person is going to respond. Some ppl do not care and yet there are others HOH/Deaf that have issue with a lot of things attached to their disability. How are you to guess which person would be offended and which would not. That’s why I say to offer a pad for both of you and you both write to each other.
I posted my comment on the forum, and forgot to repost it here for the benefit of the persons that didn’t go to the forum. It is a little bit long. By the way, I wish I could be handed a computer screen & keyboard, instead of paper and pen, because I’m faster at typing.
I like to see people that are interested in topics that don’t affect to them, but they are open to learn about them. I have a tendency for learning about blind persons. I don’t know why, but I feel more attracted to persons with blindness. I guess because I can see but can’t hear. I love my sight, and love it when the blind can experience sight, even if it is by touch.
I’m HoH. I do speak well, as Janis, and people only think I’m not from (in where I was born, grew up and still live). Many people talk back to me in English (in we speak Spanish) because they mistake my voice for a North American or European accent. Other people think that I’m sick with sinuses or a cold. I’m not sure if I would be offended if someone offered me paper & pencil just because they saw my hearing aids. I’m sort of an independent person. Still, I have sometimes requested for it. And, contrary to Deaf persons from the Deaf Culture, I won’t tell the person that I’m offended. There are people that don’t have the right tone or speed when speaking. Others have mustache, gum, bracers, etc. I work in a State Advocacy System Agency, in where I used to give motivational and awareness trainings. Many of the comments expressed here are very true. But also, it is very different for persons of the Deaf Culture. Depending on their openness to the Hearing Culture they may or may not offended. I don’t know conversational ASL and I just learned last year basic ASL. I’m a talented at basic ASL, but when I see two Deaf person conversing, it scares me! But I do try to approach them the best way I can to help out.
One day a girl came to our Agency to open a case because Vocational Rehabilitation (VR) was not providing her with an Interpreter for the University. Sad thing is that there aren’t enough Interpreters available in . We can’t bring people from the next State because they will have to fly in, instead of drive in. And now, with so many Video Relay companies coming to Puerto Rico, everyone wants to work for them for the good money. After all, VR never pays on time and not enough. When I went to her to assist, she recognized me and started to vent that EVERYONE in the world HAS to learn sign language, specially her professors if they knew she was Deaf and coming to class next semester. I was so shocked. Come on, how will a professor learn so much sign language in a couple of weeks. Professors have other things to do, and many don’t have the time to learn advanced signs for their specialties. Maybe some can, but not ALL of them. She forgot that, even she has a right to an Interpreter but the University was offering other alternatives due, the majority of the world is Hearing. When you go to to live you don’t order to everyone to learn English just because of you. You go out and buy a Russian Dictionary and learn about it. So, I think that many Deaf persons should learn a little bit of a voice language to be a little bit independent. Their voice may not sound well (they don’t use it enough) but it may help them in an emergency. After all, Interpreters aren’t robots but humans and won’t be with them 100% of the time. And they shouldn’t be abused either.
Some one said to speak up, other said that sometimes it makes it worse. When I speak in public I say: “Please, don’t scream at me. Why do you scream at me? I’m deaf, I can’t listen your screaming.” Then I proceed to explain the difference between hearing and listening, speaking loud and screaming, different tones and why some people can’t hear even if you repeat something and raise the voice. Hearing loss most of the time is actually “frequency loss”, instead of “volume loss”. It means that, even my mom, my sister, my aunts, my grandfather, cousins, etc. we all are hard of hearing, we DON’T HEAR THE SAME THINGS. I can hear very well when the phone rings, but I can’t hear a conversation on the phone. My sister doesn’t hear the phone ring, but she can hear a conversation. I can hear male voices better than females. There are some consonants I can’t hear, but my sister does hear them and the ones I do she doesn’t hear them. (that’s why I can’t pronounce English very well, I can’t hear it!) Lip reading is a good thing to combine with hearing aids, but it doesn’t always work. And in English, only like 40% or 60% of the words are understood by lip reading.
Here’s a tip: tell the person you can’t hear well either. This way the person won’t think that he/she is the problem, but that you are at disadvantage and the person sure will be more empathic and friendly. After all, it’s not a lie, you can’t actually hear well the person. And everyone is deaf at some degree in their lives.
Niq