Say What?: Effectively Communicating with Clients with Speech Disabilities

By Glenda Watson Hyatt

When people hear me speak, oftentimes they initially think that I am hard of hearing and they speak loudly or they begin gesturing as if we had started an impromptu game of charades. Or, they think I am mentally retarded and they assume I don’t understand. Neither assumption is further from the truth.

I have cerebral palsy. In my case, it simply means a lack of muscle control, which also affects my speech. It is nothing more. My hearing and cognitive abilities are definitely not affected.

However, until those two assumptions are ‘dealt with’, open and honest communication – a key element in career counselling – is impossible.

With more individuals with disabilities entering the work world, career practitioners may see more and more clients with disabilities. Communicating effectively with these clients, particularly those with speech disabilities, will enhance the quality of services provided to them.

Here are some tips to ensure effective communication:

1. Relax!
2. When speaking with an individual in a wheelchair or on crutches, place yourself at eye level in front of the person to facilitate the conversation and to ease neck strain. (After all, my eye level is your fly level!)
3. Minimize external distractions and focus on the conversation, i.e. turn down the music or shut the door, and put aside the paperwork or other tasks on your desk. Listen attentively.
4. Be patient and wait for the person to finish, rather than correcting or speaking for the person. If necessary, ask short questions that require short answers, a nod or shake of the head.
5. Never pretend to understand if you are having difficulty doing so. Instead, repeat what you have understood and allow the person to respond. The response will clue you in and guide your understanding.
   (Personally, I prefer to repeat myself than to have someone pretend to have understood. If the response to “You have a booger on your nose” is “Oh, that’s nice”, then I know miscommunication has occurred.)
6. If you do get stuck on a crucial word, suggest the individual spell it out, either verbally, or write or type it. The individual may choose to use a personal communication device. Relax and be patient. No need to get flustered or apologetic.

When working with some clients, other forms of communication may be useful, such as email. Speaking for myself, email has opened the world to me. It enables me to communicate with people without having assumptions about my abilities and disabilities getting in the way. Of course, this is only effective if the recipient actually responds to the email. For some career practitioners, this may mean becoming comfortable with using email and getting into the habit of checking and responding regularly.

Because email removes physical appearances and the related misconceptions, it can also be an effective method when initially approaching potential employers – a situation in which the first impression can be so crucial. A well-drafted email allows the jobseeker’s abilities and skills to shine through, rather than getting hung up on the perceived disability.

Communicating with clients with disabilities is not necessarily difficult. It simply means being patient and perhaps using a little ingenuity to get the message across. After all, approximately 70% of communication is nonverbal.

Glenda Watson Hyatt is the Principal of Soaring Eagle Communications (www.eaglecom.bc.ca), which specializes in accessible online communications. As a Web Accessibility Specialist, she ensures websites meet internationally accepted guidelines so that people with disabilities may participate fully on the World Wide Web. Contact Glenda at Glenda@webaccessibility.biz