
hyper-intelligent defectuve
making the impossible possible
Independent and Honest
Dysability Inclusion Issues Consultant, Trainer, and Activist

simon
james
stevens

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