Customers who have hearing or speech disabilities may need to communicate with sales staff without using speech. The method of communication will vary depending the abilities of the customers and on the complexity of the communications that are required. For example, some people who are deaf are able to use speech but unable to understand words spoken by others while other people who are deaf are not able to communicate with speech.
People with speech or hearing disabilities may require extra time to complete their
message or extra attention by staff to understand what is being said. When communication
by speech is not possible, simple questions, such as the price of an item, may be handled
with pen and paper by exchanging written notes or a mixture of speech and written notes.
Staff should be aware of the need to use notes or both speech and communication with pen
and paper. It is appropriate to ask the customer what is their preference for simple
communication.
When more complex or lengthy communications are needed, it may be necessary to provide a
sign language interpreter in, for example, negotiating the purchase of an automobile or
home. (Excerpt from the ADA Guide
for Small Businesses developed by the U.S. Department of Justice.)
Contact your local Center for Independent Living for assistance in locating qualified sign language interpreters in your area.