The most difficult challenge around inclusion for D/deaf visitors is communication.

This week, we challenge you, as an individual or as a team, to think critically about your visitor journey from the perspective of a D/deaf person. You will undoubtedly discover those 'of course, I didn't even think of that as a barrier' moments. If you do, share them with me—I want to know what you learn this week. To get you started, here are essential tips for improving face-to-face communication.

Setting the Scene for Clear Communication

Successful communication starts by creating the best environment for lip-reading and hearing aids to work effectively.

1. Visibility and Lighting 💡

Ensure there is good lighting and maintain an appropriate distance (around three feet) for lip-reading.

Do not have the sun or a bright light behind you, as this puts your face in shadow.

Make sure you are not obscuring your face—this includes keeping hands and objects away from your mouth and not talking while chewing food or gum.

If you have facial hair, consider keeping it neatly trimmed so your lips are visible.

2. Controlling Noise and Position 👂

Be aware of background noise and eliminate it where possible (e.g., turn down the stereo or TV, or relocate to a quieter area).

Position your body where you can be lip-read and heard, ensuring you are face-to-face. Never speak from behind the person.

In a restaurant or group setting, try to position yourself so that what you say is directed towards the D/deaf person.

Speak at a normal speech volume. Don't whisper or shout too loudly, as both are distracting. Only speak up if required due to unavoidable background noise.

Communicating Effectively

How you speak, and how you ensure attention, are vital skills.

3. Lip-Reading Technique 🗣️

Speak normally; do not over-enunciate, but make sure you enunciate properly and avoid mumbling.

If you are a fast speaker, slow down a little.

Keep your head up so your mouth is clearly visible, and maintain eye contact.

4. Gaining Attention and Timing ⌚

Ensure you have the person's attention before speaking. Do this by standing in front of them or gently tapping them on the shoulder.

Do not wave your hand in front of their face; it is considered rude.

If the person is actively doing something, wait until they finish, or ask them to stop if the matter is urgent.

Give them time to process what has been said, stopping periodically to check for comprehension.

5. Repetition and Clarity 📝

Repetition is often necessary, so please do not get frustrated.

When asked to repeat, do not change the words you used, and do not 'dumb down' or simplify what you are saying unless specifically asked to.

If noise cannot be eliminated, or if speech fails, be prepared to sign, fingerspell, or write down what you are trying to say.

A helpful tip: A single-syllable word is often harder to lip-read than a multisyllabic word, so if you must substitute a word, use a longer one instead.

Avoiding Assumptions and Building Rapport

Building trust requires empathy and acknowledging that communication is hard work.

6. Avoid Making Assumptions ❓

Do not assume that because the person is looking at you, nodding, or responding appropriately, they have understood every word; they may be guessing or 'faking it'.

Ask if they understood or ask them to clarify what they think they heard.

Do not assume non-response means ignorance or rudeness; one missed word can derail an entire conversation.

7. Empathy and Understanding 🧠

Understand that if a D/deaf person is ill, tired, or distracted by their environment, the effort required for successful communication is doubly difficult for them.

Sometimes, the brain will simply 'shut down' from the sheer effort of concentrating. Accept it if they tell you they are having a bad communication day.

8. Sign Language and Alternatives 📧

If you have a D/deaf friend or family member, make the effort to learn and use sign language. Your effort and care are deeply appreciated, even if you are not proficient.

For contact outside of face-to-face situations, instead of phoning, always use text-based alternatives like SMS, email, instant messaging, or Facebook.