Communicating with
Person Who is Deaf/Hard of Hearing or Speech Impaired
Tips
for communicating with a person who is Deaf/hard of hearing
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-
Get
the person's attention before you speak by waving, tapping them on the
shoulder or arm. In a large room, or if the person is a distance
away, flick a light switch.
-
Face
the person. Make sure the light is on your face for people who lipread
(speechread). Try not to stand in front of a bright window or distracting
background.
-
Speak
up, but do not shout. Shouting distorts your voice. It also
distorts your facial movements for people who speechread (lipread).
-
Speak
slowly and clearly.
-
Use
body language to enhance your meaning.
-
Cut
down background noise by turning off radios, TV's running water, etc.
Close a door or window to shut out sound from outside the room.
-
Do
not hide your mouth with your hand or an object. Do not chew gum
or try to talk with anything else in your mouth.
-
Rephrase
rather than repeat a misunderstood sentence.
-
Ask
the person to repeat it if full understanding is essential.
-
If
an interpreter is being used, speak to the individual and not to the interpreter.
The interpreter will not take part in the conversation, other than to translate
your words exactly.
-
If
no interpreter is available, use a pencil and paper. Be sure to write down
all important information to make certain it is understood.
-
BE
PATIENT!!! It is as hard and frustrating for them as it is for you!
Common
communication problems and solutions for hard of hearing people and their
families
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Communication
problems can be a source of frustration, contention and confusion for hard
of hearing people, their families and friends. Some helpful hints
which may make comprehension easier are listed here along with some courtesies
which may lessen frustration and make socializing a more pleasant and rewarding
experience.
Knowing
your own limitations, developing your own coping strategies, and having
reasonable expectations in difficult situations are a must for hard of
hearing people.
Also,
become familiar with the variety of assistive technology that is available,
and acquire any that will be of use to you. The Deaf and Hard of
Hearing Outreach Coordinator and staff at the disAbility Resource Center dRC) works
closely with the Virginia Department for the Deaf and Hard of Hearing (VDDHH)
and other service providers to keep up with the latest technology.
Feel free to call Arva Priola at the dRC for answers to questions you may
have about hearing loss and assistive listening devices.
PROBLEM SITUATION:
Dining/lunching
at a public restaurant
SOLUTION:
-
Arrive early to arrange
best seating
-
Seat the hard of hearing
person in the middle of the table. If there is a "good ear", seat
to maximize the use of hearing ability.
-
Sit at a table near
a wall, or in a booth; it will help reduce background noise.
-
Sit where there is
good lighting to assist people who speech-read (lip-read).
-
Have a pen/pencil
and notepad available.
PROBLEM SITUATION:
Movies (with interruptions
by HOH spouse or companion)
SOLUTION:
-
Call ahead to arrange
for FM listening system at the theater or go to an open captioned movie.
-
HOH Spouse/companion
accept the situation and allow the other(s) to enjoy the movie without
interruption.
-
Wait until it is on
TV or comes out on captioned video.
PROBLEM SITUATION:
Lack of eye contact
for speech-reading/lip-reading
Solution:
-
Hard-of-hearing person
ask (politely) for accommodation
-
Speakers make a conscious
effort to face the listener
PROBLEM SITUATION:
Difficulty in
understanding one or more people in discussion groups
Solution:
-
Rearrange seating
to sit opposite the person(s)
-
Ask the person to
speak more slowly
-
Ask someone to write
down what is being said
-
Prepare ahead of time
by knowing something about the topic of discussion
PROBLEM SITUATION:
Car talk
Solution:
-
Sit in the back seat
when the HOH person is driving so he or she can use the rear view mirror
to speech-read/lip-read.
-
Use a flashlight at
night to allow speech- reading/lip-reading
-
Loop the car or make use of a
pocket-talker.
PROBLEM SITUATION:
In-laws, occasional
friends and other hearing people
Solution:
-
Hearing people
who are not around HOH people regularly may forget how to communicate.
Be patient and take the time to reeducate them
PROBLEM SITUATION:
TV listening
Solution:
-
Use an assistive listening
device to allow hearing members of the family to listen at a normal volume
(inexpensive devices are available).
-
Use the closed captioning
feature
PROBLEM SITUATION:
Crowds
Solution:
-
HOH person needs to
be prepared to miss words in a noisy situation
-
Be prepared to help
others learn how to communicate with HOH persons
-
Have a pen/pencil
and paper handy
PROBLEM SITUATION:
Background noise
Solution:
-
All parties be aware
of background noise and work to minimize it. Turn off the water,
washing machine, lawn mower, TV, etc., before engaging in conversation
PROBLEM SITUATION:
Public program
Solution:
-
Call ahead for assistive
listening device or other accommodation
-
Request a copy of
script, text of speech, etc.
-
Be politely assertive
in making your needs
PROBLEM SITUATION:
Being "brushed
off" with "I'll tell you later"
Solution:
-
If this happens more
than once, sit down and discuss the situation with the other person(s)
involved. Politely but firmly explain that this is unacceptable and
determine how the situation should be handled in the future.
PROBLEM SITUATION:
Needing to attract
the attention of a HOH person in another room or at a distance
Solution:
-
Use a light
switch to flash lights
-
Go to the HOH person
and touch him or her lightly on the shoulder if necessary to get
attention
PROBLEM SITUATION:
Telephone usage
Solution:
-
Use an amplified (extra
loud) ringer
-
Have a flashing light
attached to the phone to signal incoming callsUse a hearing aid with a
Telephone Switch (T-Switch)
-
Use an amplified earpiece
-
Try a TTY or a TTY
with VCO feature (borrow from a TAPloan site before purchasing)
PROBLEM SITUATION:
Hearing Aids
Solution:
-
Wear your hearing
aid!
-
Turn off your hearing
aid before you take it out of your ear to conserve batteries
-
Make certain you carry
spare batteries
-
Remember that a hearing
aid with a T-Switch will enable a HOH person to use a telephone, loop system
and other listening devices
-
New hearing aids may
be returned within 30 days if they are not helpful. There are different
kinds; try another one.
The
Virginia Relay
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How
can I call someone that is deaf or hard of hearing or deafblind?
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What is the
Virginia Relay?
The Virginia Relay
has operators (also known as a CA or Communication Assistant) who will
help you communicate with your deaf/hard of hearing friends by typing down
what you say so your friend can read it on their TTY.
How does that
work?
Your friend has
a special machine called a TTY that will allow them to read what you say
as the operator (CA) types it on their TTY. If your friend can talk,
you will hear them speak back to you, if not, the operator (CA) will read
back to you what your friend types.
Virginia Relay
Partner: Making the Most of Customer-to-Business Connections:
Do you know about
the Virginia Relay Partner Program?
Businesses are
encouraged to join this new program. It's free. It only
takes a minute to sign-up and it benefits Relay users and businesses
alike.
Relay users are
encouraged to visit the website to look for business partners.
So, the next time you make a business call, make sure you call a
Virginia Relay Partner. How do I make
a Relay phone call?
-
You dial the Virginia
Relay at 711.
-
You will hear "Virginia
Relay CA #9999. May I have the number you are calling please?"
-
Tell the CA the number
you want to call. (Your friend's name and number)
-
The CA will now dial
the number and you can begin talking to your friend. Don?t forget
to say "GA" (go ahead) after your statements to let the CA know you are
ready for your friend's response. Speak a little bit slower.
-
You just made a Relay
call!!!
It's important to
remember that your conversations are strictly confidential!!!
This means that it is illegal for an operator (CA) to talk about your conversation
to anyone and anything you say is completely private.
No records are kept of any Relay phone calls so feel free to talk about
anything and everything!!! :)
Is that all?
Pretty much.
You have to remember that you are talking to your friend, not the operator
(CA) so when you use the relay, talk as if you're having a normal conversation
with your friend and try to forget the operator (CA) is there. It's
going to be strange at first, but the more you use the Relay, the easier
it is. Just remember to speak a little bit slower since the operator
(CA) has to type down everything that you say.
Example of a
conversation using the Virginia Relay
CA OPERATOR:
Virginia
Relay CA #2293. May I have the number you are calling please?
Mary: Yes,
I would like to call Julie at 540/555-2356.
CA OPERATOR:
Thank
you, please hold......
Julie: (typing)
Hello,
this is Julie. GA
CA OPERATOR:
To Julie: VRC
Here. You have a call.
To Mary: You
may talk now
Mary: Hi
Julie, It's Mary. Would you like to come over to my house this afternoon?
GA
(the operator will type this down so Julie can read it)
Julie: (typing)
Sure,
I will be there around 2:00 ok? I have to clean up my room.....ugh!
GA
(the operator will tell Mary what Julie is saying)
Mary: ewwww,
ok I will see you around 2:00. Bring your rollerblades so we can
skate! Bye! GA
Julie: (typing)
I
will! Bye SKSK (stop keying).
CA OPERATOR:
To Mary: Would
you like to make another call?
Mary: No
thank you, bye
CA OPERATOR:
Bye
and thank you for using the Relay.
How
can I call someone who is speech impaired?
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What is the
Virginia Relay?
The Virginia Relay
has operators (also known as a CA or Communication Assistant) that will
help you communicate with your speech impaired friends by reading what
your friend types down on their TTY.
How does that
work?
Your friend has
a special machine called a TTY that will allow them to type what they say
so the operator (CA) can read it to you from their TTY. Your friend
can hear you when you speak, the operator is just there to read what your
friend types down. This is called HCO, or Hearing Carry Over.
How do I make
a Relay phone call?
-
You dial the Virginia
Relay at 1 800 828 1140.
-
You will hear "Virginia
Relay CA #9999. May I have the number you are calling please?"
-
Tell the CA your friend?s
name and number
-
Let the CA know you
want to make a HCO call (Hearing Carry Over)
-
The CA will now dial
the number and you can begin talking to your friend. Don't forget
to say "GA" (go ahead) after your statements to let the CA know you are
ready for your friend's response.
-
You just made a Relay
call!!!
It's important to
remember that your conversations are strictly confidential!!! This means
that it is illegal for an operator (CA) to talk about your conversation
to anyone and anything you say is completely private. No records
are kept of any Relay phone calls so feel free to talk about anything and
everything!!! :)
Is that all?
Pretty much.
You have to remember that you are talking to your friend, not the operator
(CA) so when you use the relay, talk as if you?re having a normal conversation
with your friend and try to forget the operator (CA) is there. It's
going to be strange at first, but the more you use the Relay, the easier
it is. Just remember the conversation will be a little slower since
the CA has to read what your friend types down to you.
Example of a conversation
using the Virginia Relay
CA OPERATOR:
Virginia
Relay CA #2293. May I have the number you are calling please?
Mary: Yes,
I would like to call Julie at 540/555-2356 using HCO.
CA OPERATOR:
Thank
you, please hold......
Julie: (typing)
Hello,
this is Julie. GA
CA OPERATOR:
To Julie: VRC
Here. You have a call.
To Mary: You
may talk now
Mary: Hi
Julie, It's Mary. Would you like to come over to my house this afternoon?
GA
Julie: (typing)
Sure,
I will be there around 2:00 ok? I have to clean up my room.....ugh!
GA
(the operator will tell Mary what Julie is saying)
Mary: ewwww,
ok I will see you around 2:00. Bring your rollerblades so we can
skate! Bye! GA
Julie: (typing)
I
will! Bye SKSK (stop keying)
CA OPERATOR:
To Mary: Would you like to make another call?
Mary: No
thank you, bye
CA OPERATOR:
Bye
and thank you for using the Relay.
Understanding
and Using the TTY
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What
is a TTY?
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The TTY is a device
that allows telecommunication by people who are deaf, hard-of-hearing,
or who have speech impairments. It has a keyboard similar to a typewriter
or computer keyboard, and a visual display which will show the text being
sent and received. Some TTY's have Print out" feature that will allow
saving the conversation to paper tape. Others may be connected to
a standard telephone, or have a telephone handset connected. A connected
handset will allow people who speak but do not hear to use their own voice,
or will allow people who hear but do not speak to hear what is being said.
TTY users initiate
a call by typing a telephone number to connect directly to another TTY
user, or to one of many Telecommunications Relay Services to "speak" to
a non-user. (Each State has a designated service and many long-distance
phone companies also have Relay Services).
("TTY" means Teletypewriter.
Also used is "TDD" which means Telecommunications Device for the Deaf.
This abbreviation is not preferred by the Deaf community, and is also innacurate
since the equipment is also used by persons who cannot speak well enough
to communicate by voice.)
Why
is the use of a TTY important?
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to Understanding and Using the TTY
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One out of every
10 people of all ages has a hearing loss of some kind. An unknown
percentage of people have speech impairments. Without TTY's, ordinary
telephone communication would be impossible for these people. Calling
the school to check on a child, a doctor to schedule an appointment, a
business to determine hours of operation, or even a friend would be out
of the question. For schools, medical offices, businesses and others
to respect the needs of their students, patients, clients, customers and
the like, the acquisition and use of a TTY is a much-appreciated service
to those who rely on this kind of technology. Also, many people who
are deaf or hard-of-hearing want to use a TTY for purposes of privacy,
rather than have a third party such as a friend, family member or even
the Relay Service place the call.
How
difficult is it to use a TTY?
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Becoming familiar
with using a TTY is easy; it just takes a little bit of practice to master
the mechanics. Once a TTY is installed and the number published,
it is important that everyone who will use the phone to become familiar
with the use of the TTY. The disAbility Resource Center will be happy
to demonstrate the equipment, train anyone who will be using the equipment,
and arrange for a set of practice calls.
There is also an
easy set of guidelines for courtesy. Again, once a user become familiar
with them, usage comes naturally.
Must
a separate telephone line be used?
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No, many people
use a single line with a "splitter". If that is the case, an incoming
TTY call may be identified by:
-
Silence on the line
-
Hearing an electronic
message from the TTY
-
Hearing the typing
of the keys
It is easy to switch
to the TTY by pressing the "on" button.
Is
there somewhere to go to try out the equipment before purchasing?
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The disAbility
Resource Center (dRC) will be happy to let you try our equipment, and to
explain the number of options available. Equipment may also be available
for short-term loan through the dRC or the Central Rappahannock Regional
Library.
How
is a TTY call made?
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to Understanding and Using the TTY
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-
Turn on the TTY (check
the light to make sure you have power).
-
Press the "dial" key
(look in the instruction book for the correct keys. They may vary
depending on the model of the equipment), type in the number and press
the return/enter key.* The number will appear on the display.
The light on the TTY will let you know if the call is going through with
the following signals:
-
Steady red = dial
tone
-
Slow blink = line
is ringing
-
Fast blink = line
is busy
-
Flickering blink =
person is picking up a telephone and speaking into it, or a voice announcer
is on.
-
The party who answers
will identify him/herself and then type "GA". This means "Go Ahead,"
and it is your cue to begin your message.
-
End the conversation
with the cue "GA to SK". SK means you are ready to "Stop Keying."
The person on the other end will either continue the conversation or type
"SK."
* If you have the
TTY hooked up to a voice telephone, it is also possible to dial the voice
telephone, then turn on the TTY and press any key.
How
is a TTY call answered?
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to Understanding and Using the TTY
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-
Turn the TTY on (check
the light to make sure you have power).
-
Type a greeting to
identify yourself, and type GA to cue the caller to begin typing.
-
Continue as above.
Remember, the important
thing is the message. Allow conversation to flow freely.
What
else do I need to know?
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There are some
conventional courtesies that are commonly used and expected. For
example:
-
Always identify yourself
immediately when you make or receive a call.
-
Wait for the GA before
beginning your response; it is considered very rude to interrupt
another.
-
Keep sentences short.
-
Limit the number of
questions.
-
If your TTY prints
out the conversation, do not keep the printout without permission
of the other party as it is the paper equivalent of tape recording.
-
Feel free to ask someone
to repeat, if the display on your TTY is garbled. (If you have trouble
with numbers appearing on your TTY, try hitting the space bar.)
-
The backspace key
may be used to erase an error or just type XXX and start over.
-
To indicate you are
ready to end the conversation, type "GA to SK." If the other party
is ready to end also, he or she will type SKSK. Of course, it is
always acceptable and courteous to type "Bye" or some other closing before
the SK.
If the TTY is available
for use for outgoing calls by persons other than staff, a sign posted in
a conspicuous place or near a public phone will alert someone who may need
it.
To let the community
know about your accessible communication, publish the availability of the
TTY for incoming calls in all of your advertising, on letterheads and business
cards. If a separate line is available, list the number as:
555-0000 (TTY). If a single line is used for incoming calls, list:
555-0000 (Voice/TTY)
Other hints:
calculator printing paper may be used for TTY's with printers. Be
sure to use the proper batteries (AA NiCAD).
Also, use the same
cautions as with other telephone equipment: if used near water, there
is a chance of electrocution; and if used during a thunderstorm, there
is a remote chance of electrical shock.
What
if I have more questions or need more training?
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Feel free to call
Arva Priola, the Deaf and Hard of Hearing Outreach Specialist at the disAbility
Resource Center, for more information.
Phone:
540.373.2559
Email:
arvap@progressctr.org
TTY
ACCEPTED ABBREVIATIONS
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These are abbreviations
that are commonly used in TTY communication. Some are pretty obvious,
and you will get to know others with use. They save time and money
on long distance calls!
| ABT |
about |
| ANS |
answer |
| CUZ or BCUZ |
because |
| CUD |
could |
| CUL |
see you later |
| GA |
your turn to type |
| HD |
please hold |
| MIN PLS |
just a minute
please |
| MSG |
message |
| MTG |
meeting |
| NBR |
number |
| NXT |
next |
| OIC |
oh, I see |
| OFC |
office |
| OK |
okay, alright |
| OPR |
operator |
| PLS |
please |
| Q |
used to indicate
a question mark |
| R |
are |
| REC |
receive |
| SHD |
should |
| SKSK |
stop keying |
| TERP |
interpreter |
| THRU |
through |
| TKS or THX |
thanks |
| TMW or TMR |
tomorrow |
| U |
you |
| UR |
your |
| WUD |
would |
|
