A Guide to Planning Accessible Meetings

Communicating With Individuals Who Are Deaf or Hard of Hearing

Event and facility staff should receive guidance and training on how to interact with your attendees (see customer service training materials). The following information will help improve communication between host staff and individuals who are Deaf or hard of hearing:

• Speak directly to the individual: If you are speaking through an interpreter, address the individual, not the interpreter. Don’t use phrases such as “you can tell him my name is John” or “it’s nice to meet her.” Instead speak like you would to anyone else: “My name is John,” or “it’s nice to meet you.” The interpreter will convey what you say and interpret what the individual says to you as well.

• Maintain eye contact with the individual: When having a one-on-one or small group conversation, eye contact is a big part of sign language. Where a person is looking indicates to whom he is speaking, or might indicate a noise or disruption in the environment. When working with an interpreter, many people are tempted to watch the interpreter instead of maintaining eye contact with the Deaf individual. Not only can this be distracting for the Deaf person, it also implies a greater interest in the interpreter than in the Deaf person (who is the person actually engaged in the conversation).

• Understand that interpreters are bound by confidentiality and neutrality: The ADA regulations require interpreters to be impartial and to maintain the privacy of their assignments. The Registry of Interpreters for the Deaf (RID)’s Code of Professional Conduct also requires interpreters to adhere to ethical standards. Interpreters are expected to refrain from providing advice or personal opinions and to guard confidential information.

• Understand how meaning is conveyed: Sign languages are visual-spatial languages that use a variety of elements, such as eye gaze, movement, space, and facial expression, to convey meaning. Many people mistakenly believe that facial expressions of interpreters or Deaf individuals are exaggerated for visual interest or dramatic flair. However, facial expression in sign language is similar to voice inflection in spoken language. It is used to convey concepts such as size, distance, time, and intensity, as well as grammatical constructs such as questions and conditional clauses. Understanding the aspects of signed communication will help individuals communicate more respectfully and with greater cultural competence.

• Ask for clarification: When communicating with an individual who is Deaf or hard of hearing, whether through an interpreter or other means, ask for clarification if you do not understand something. Most people can tell when someone is pretending to understand, and will find this pretense disrespectful. Ask the person to repeat herself or ask a clarifying question.

• Use writing only for brief encounters: Exchanging written notes can be used for brief encounters when an interpreter is not available, but should not be relied on for any kind of in-depth conversation. For example, it may be appropriate at a registration desk to ask an individual to write down his name so the staff can get his name badge and materials, but an interpreter should be used if the individual has questions or needs to discuss something.

• Train staff: Make sure all staff receive training about communicating with individuals who are Deaf or hard of hearing and working with interpreters.

Hearing Loss Later in Life

As people age, the likelihood they will experience hearing loss increases. Elders who are beginning to lose their hearing may need accommodations for the first time in their lives. Many people are embarrassed and don’t want to ask for help, or may be unaware that help is available. Most people who lose their hearing later in life do not learn sign language. For these individuals, the most useful access tools may be assistive listening systems and devices, speech-to-text technologies or services (such as CART), and captioning for videos. Captioning videos is an effective practice even when it has not been specifically requested.

Additionally, it is best to have everyone speaking in a meeting use a microphone whenever possible. This helps everyone hear what is being said.