THE MOST crucial element in the relationship between insurance agents and brokers and their clients is communication-the ability to understand and be understood. The importance of communication is compounded when the client is deaf. To establish and maintain communication with the deaf consumer, agents and brokers must be familiar with the applicable verbal and nonverbal protocols. By being aware of these protocols and sensitive to the culture of the Deaf, agents and brokers will be better able to assist deaf clients. (The upper case “D” refers to the deaf individual who identifies with the Deaf Community and who uses American Sign Language as his or her primary means of communication. The lower case “d” refers to the auditory condition of deafness.)

Dr. I. King Jordan, the past-president of Gallaudet University in Washington, D.C., who is himself deaf, has stated, “Deaf people can do anything hearing people can do except hear.” This statement may seem to be an oxymoron to those not acquainted with the Deaf, because the terms “deaf”, “hard-of hearing”, or “hearing-impaired” often imply defect or disability. Such descriptions are not only misleading but also erroneous. Deaf people are more like hearing people than unlike. Because of their inability to hear, however, they can be hampered in using both the spoken and written forms of English. Given that, how might agents and brokers establish effective communication with deaf clients? The following suggestions and tips should prove instructive.

Understanding deaf clients' needs