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We follow with this series of posts dedicated to the attention to the people with functional diversity. We are going away to center today in a client who comes to the footwear plant of department store where we worked. Our client is Fran, she does not hear anything and it are expressed in Language of Signs. We are going to see how we take care of to him so that their experience of purchase is highly satisfactory.

He remembers that first of all Fran is a client:

First that you must consider he is that the clients which they do not hear or who hear with difficulty are clients; that is to say, they are people who need to buy footwear and who have come because they hope to satisfy that necessity and to leave contentments the store.

Naturalness before the diversity:

As you already know, the characteristic to have difficulties in its hearing is only one more of the qualities of this client at issue. Neither the more nor the less important to take care of that its style to him at the time of dressing, the benefits that is going to him to demand to the product, its expectation of price or the importance that it gives to the comfort of the footwear.

For that reason you must act with naturalness, without nerves, being conscious that the diversity of your clients is an absolutely normal characteristic, and remembering at any moment that the client is the one who is going to make the decision from purchase, therefore has to be your main interlocutor, not his companion although this one is the interpreter who him help to communicate.

So that Fran can make a decision from free way, independent, comfortable and safe, you must follow the following series of simple you rule and easy advice. To thus you will offer a experience him of accessible and satisfactory purchase. We go there:

How to speak if they do not hear to me or they hear to me with technical assistance (headsets)

1. not to shout. Sometimes before a person with auditory difficulties we have the temptation to raise the voice to help him, but this obvious does not serve don't mention it in case the client cannot hear, and in case she hears something, it will not be necessary since he will help himself of some device (headset or cochlear implant) to amplify the sound that arrives to him. In the case of Fran it is not necessary, since he does not perceive any signal of sound, consequently will hear your voice either no matter how much you elevate it in plan Bel canto.

2. to vocalize well, to speak with average rate and to facilitate that they read the lips to us. These three you rule will help you very many at the time of making understand you. She thinks that many people who do not hear or who do it with difficulty use as the labial reading to understand what you say. For this reason, to take care of in an illuminated zone either, not to move constantly nor to give us the return to us or not to have obstacles in front of our mouth (microphone, hands, to chew chewing-gum, etc.) are aspects of extreme importance to make understand us by a person who tries to read the lips to us.

3. to look at the eyes of the client. If beams, you are guaranteed two things to it. On the one hand you are going to have most probably your face to the front and so you facilitate the labial reading, and on the other hand, are going to grant to your interlocutor the protagonism that it requires. Evidently you can always walk your glance towards other people who accompany the client, but thinking that your main interlocutor is he.

4. You can be supported in the writing. If in your conversation there are words that your client does not understand to you (you can deduce it by his expression), you can help you of the writing. This will be to you useful to transmit technical terms and names of brands, for example, since it is very difficult to understand new words or not very recognizable through the labial reading or if hearing problems are had.

5. Ten by hand catalogues with product images. As they point from Asorna (Association of Deaf people of Navarre) an image to us can save many signs and words, reason why all the visual material which you have in your establishment will come to you well to explain and to describe the products that are necessary.

6. To gesture with moderation and relevance. As you will know, something desirable for any person when it is buying is to happen unnoticed, so your gesticulation does not have to be exaggerated but it would have to be the joust to be accompanying to your explanations in case of being necessary. To move the hands, or to make small gestures, can be very effective and eloquent without being theatric or exaggerated.

7. it uses a simple and simple language. Many of the people who do not hear have as first language or mother tongue the language of signs, reason why we facilitated much to them the things if we used habitual words and short and simple phrases.

8. Speech when it looks to you. if the client is not looking to you because, for example, she tries on some shoes, she is looked at the mirror, etc., you do not speak to him because she does not hear to you or she will not understand to you. It hopes to that it looks at your lips and then, considering the previous advice, I gave him what you consider opportune. If you want to draw its attention, you can touch his arm smoothly and he will look to you.

To talk in language of signs:

Since we have commented, a part of the people who do not hear is expressed in language of signs as first language. For this reason, when you must take care of a person who communicates signing, you must also consider the previous advice but the following:

9. The ideal is that somebody in your establishment knew language of signs. Evidently this would guarantee the best service for Fran, since he does not hear absolutely anything and this is its mother tongue. Lamentably more surely it is than no of the attention people is signante, therefore we must continue reading the rest of advice of this block to offer a quality attention.

10. You can learn LSE or LSC. For it there are organizations that realise courses of THESE LANGUAGES (Spanish Sign language and Catalan Sign Language), by the way both languages recognized officially by the Spanish State from Law 27 of 2007. Question in the associations of deaf people of your surroundings or goes to solutions on line as which it offers Foundation to you CNSE (

11. You can use the Svisual service. The State Confederation of Deaf people also puts within reach of the people who need a revolutionary service of video interpretation that works the 24 hours. (More ahead we will make a post to show how this works).

12. The interpreter is not the client. If Fran comes to buy with his interpreter, usually it happens that the selling personnel speaks to him only to the interpreter and this indeed excludes from the conversation the protagonist and center of the same: the client. Therefore, center in Fran when you are speaking to you and direct you to him. And only center you in the interpreter when this one is translating to you what Fran means to you. A little rare can be to you at the outset, but you think it is normal and the natural thing: to look at who is buying you the product, to who has the last word in the purchase decision.

All the communication in the point of sale would have to be accessible:

But not only the conversation between client and personnel of sale is the only communication that takes place in the establishment. In fact, all the point of sale is especially a continuous emitter of messages that are to be properly treaties to be accessible to all and to the people with special needs in its hearing. We see what aspects we must consider to send messages to this type of client:

13. All sonorous message has to have its visual correlate. If by the system of audio of our point of sale we transmitted supplies, promotions or any other message, we must also do it in visual format and in writing since if no, they could not be perceived by people who do not hear or who do it with difficulty. Thus, the use of screens and actualizables posters is a very useful help to be able to communicate in real time in visual format in addition to sonorous.

14. The videos, with subtitles and language of signs. If there are videos of demonstrations of articles or services, in which a voice in off is describing characteristic of the product or qualities of the service, the videos must be so-called and in version of ls. In this way we were guaranteed that the people with auditory difficulties receive the message and are in equality of conditions to make the decision from if the product or service interests to them.

15. The alarm in emergency must be also visual. It demands in emergency to your supplier of solutions of alarms that not only installs a system with sonorous warnings, but the alarm is also visual with emitters of light in places strategically located so that they are seen well.

The products and services can also contribute satisfaction although it is not heard:

As always we commented, in a point of sale we have multitude of opportunities to surprise and to satisfy our clients. There some go that Fran will be thankful enormously.

16. It demonstrates that you have accessible products for people with auditory functional diversity. In this Fran occasion a pair of shoes has come to buy itself, but it would have gone through the plant of Image and Sound it would have liked to see that in some of the tens of screens some program of many is emitted with subtitles that are calld, or what so the box of simultaneous interpretation of signs is seen in a screen of 48 inches a program.

17. The fitting rooms have to show visually if free or they are occupied. For it thus Fran would be enough with which the door or curtain does not arrive totally until the ground (to leave a space of 15 cm), will be able to see if the light of the interior is ignited or if there is somebody trying on clothes (it will only see his feet). Another option (interesting for toilets or cabins of any type) is that they have a closing that from outside report if free or it is occupied with text and color (green when he is free, red if it is occupied).

18. Assure to you that the information of prices and matter of the purchase are visible for the client. This will make agile much the attention since before a very ample exhibition of sort or at the time of paying, the numerical display Fran will obtain it from visual way without no problem.

19. It installs a curl of magnetic induction. In another post we will speak more in depth of these devices, but now I advance to you that they are very useful so that the conversation with the clients who use headset or cochlear implant is absolutely fluid. This is necessary when there is much atmospheric noise (box of a supermarket), if between you and the client are a system of sound (glazed ticket offices of a theater) or in both situations (ticket offices on the street).

In short, as almost always, to dominate with naturalness the attention to people with functional diversity is simple and only question of practice and common sense. And if you follow all these advice, you will verify how the attention who you give Fran to him will be satisfactory as much for him as for you.

You think that it would have to include some question to more obtain an excellent attention to people with auditory functional diversity?

I hope that this post has been to you very interesting and useful. Thanks to read and to share. To think and to include.

A greeting and until in a moment! Luis.

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