The Quick Guide to dealing with speech and language difficulties on the phone

 

When answering the phone:-

• Keep calm, be patient and act normal

• Always assume the caller has a reason for calling related to your job

• Give the name of the organisation, the department, your name and job title

• Make sure this is the right number and you are the right person

 

When talking to someone with speech or language difficulties on the phone:-

• Do not hang up

• Do not assume the caller is stupid or has a learning impairment

• Do not slow down your voice or talk ‘pidgin english‘, just talk normal

 

If you have difficulties understanding the caller:-

• Ask if they would prefer to use email, fax, post or continue on the phone

• Clarify what they want by using questions that require simple answers

• Always repeat back what they say and wait for confirmation

 

If needed; ask a colleague to listen in and assist you

• Never agree to something when you do not know what the caller has said

• It the call is not going well, make sure the caller is aware and is happy to write

• Reduce the effort required by the caller by answering predicted questions before they are asked

 

If the caller needs to write something down:-

• Ask whether this is possible

• If an personal assistance, carer or friend is needed to write, just say what is needed, don‘t repeat the call to them

• If needed, ask their address and send them the information

 

In General:-

• Avoid offensive terms such as spastic and handicapped

• Avoid undermining the caller‘s intelligence

• Remain helpful and polite

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