Customers with conditions affecting speech

Customers with conditions affecting speech

How to help customers with conditions affecting speech

Many different conditions can affect a person’s speech or language. Don’t assume that just because someone has a speech impairment, they don’t have anything to say, or that they don’t understand what you are saying. They may just have difficulty expressing themselves verbally.

Being patient and giving the person your full attention will help to put the customer at ease.

Speaking to customers

• Be attentive, encouraging, and patient, but not patronising.
• Do not rush, correct, or finish the customer’s sentences for them. While some people with speech impairments value their sentences being finished for them, others may not.
• Remain calm, positive and relaxed.
• Ask the customer if they would like to go somewhere quieter, so you can assist them better.
• If you need more information, break down your questions to deal with individual points.
• Never pretend to understand when you do not.
• Repeat what you believe has been said and ask the person if this is correct. If it isn’t, ask them to say it again.
• Offer help but never make assumptions. If you are finding it difficult to understand someone you could ask “would you like to write it down?” or “is there anything I can do to help you?” but never insist that the person conveys the information in a different way. It must be their choice.

Accessible communication

• Using images and objects of reference may make communication easier.
• Some people may find speaking on the telephone difficult. Offer other forms of communication such as webchat and email.

Refer to our Inclusive Communication Toolkit for more information.