
The Quick Guide to dealing with speech and language difficulties on the phone
When answering the phone:-
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Keep calm, be patient and act normal
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Always assume the caller has a reason for calling related to your job
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Give the name of the organisation, the department, your name and job title
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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:-
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Do not hang up
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Do not assume the caller is stupid or has a learning impairment
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Do not slow down your voice or talk ‘pidgin english‘, just talk normal
If you have difficulties understanding the caller:-
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Ask if they would prefer to use email, fax, post or continue on the phone
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Clarify what they want by using questions that require simple answers
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Always repeat back what they say and wait for confirmation
If needed; ask a colleague to listen in and assist you
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Never agree to something when you do not know what the caller has said
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It the call is not going well, make sure the caller is aware and is happy to write
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Reduce the effort required by the caller by answering predicted questions before they are asked
If the caller needs to write something down:-
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Ask whether this is possible
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If an personal assistance, carer or friend is needed to write, just say what is needed, don‘t repeat the call to them
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If needed, ask their address and send them the information
In General:-
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Avoid offensive terms such as spastic and handicapped
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Avoid undermining the caller‘s intelligence
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Remain helpful and polite