Understanding and communicating with clients who are deaf

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

Deaf persons communicate differently from one another, depending on the age at which an individual became deaf, type of deafness, the grasp of spoken English, speech and speech-reading abilities, intelligence, personality and educational background.

Deaf people have different degrees of hearing loss. Some may be able to hear certain sounds (such as whistles, sirens and shouting) while others may not. It is vitally important that the agent or broker not equate the ability to hear certain sounds as having the ability to decipher speech.

Some deaf people identify strongly with the Deaf Community, both culturally and linguistically. For such people, American Sign Language (ASL) will be the language of choice, and much of their social involvement will center on Deaf-related activities. Other deaf individuals come from an oral/aural background and are either in the process of being assimilated into the Deaf Community or have chosen to be primarily involved with those who hear.

Not every deaf person benefits from a hearing aid or cochlear implant. Many hearing aids simply amplify sounds and do not make speech more intelligible. A hearing aid or cochlear implant does not guarantee that the user actually understands the spoken word, especially in a stressful situation or a noisy environment.

The deaf person's speech may be unintelligible to someone who is unfamiliar with it. Although most deaf people have normal organs of speech, their inability to hear makes them unable to monitor how their voices sound. Thus, the attempt to communicate with a deaf client via speech may be frustrating for both the agent and the client.

Most deaf people are poor lip-readers. Even though folk wisdom leads one to believe that deaf people are excellent lip readers, only a small percentage of spoken words are visible on the lips, even for the expert lip-reader.

The deaf client does not have the luxury of overhearing comments. Therefore, incidental learning of an auditory nature does not often occur, if at all. Comments or discussions that may seem idle or unimportant have the potential to severely affect the deaf client's overall comprehension of the topic being discussed.

English is a second language, if not a foreign one, for many deaf people. Their first language is often American Sign Language, a language that is linguistically dissimilar to English. For this reason, the deaf client might have difficulty with both reading and writing English. This linguistic deficit results from not being able to hear English spoken, and should in no way be construed as an indication of the deaf person's intelligence.

The exchange of written notes will not necessarily be sufficient for effective communication with the deaf client. The U.S. Department of Health and Human Services recognizes that there is a distinction between English and ASL, and that writing out messages and using interpreters unskilled in ASL will not be effective in communicating with a person who uses ASL.

Suggestions for communicating

To get the deaf client's attention, gently tap himor her on the shoulder or arm, or tap an area near the person, or flicker the overhead lights.

Make sure the deaf client knows the topic of discussion. The deaf individual must be able to pick up key words in the conversation if he or she is to have a grasp of the issues.

Face the deaf client while speaking. Although the deaf client may be dependent primarily on the use of sign language for communication, he or she may be able to lip-read some key words that are spoken, and can certainly discern meaningful facial expressions.

Maintain eye contact. The deaf person is primarily a visual learner and communicator. Therefore, maintaining eye contact conveys a feeling of direct communication.

Speak slowly and clearly. Exaggerating mouth movements, overemphasizing or appreciably raising the level of the voice distorts lip movements and makes lip-reading difficult and causes confusion. When addressing the deaf person, speak normally, just as you would when speaking to a hearing person.

Do not assume that your message is understood just because the deaf client nods in acknowledgment or agreement. Quite often, feigned understanding is all that is occurring.

Use facial expressions, body language and pantomime. Remembering that the deaf client relies on visual cues can often minimize potential breakdowns in communication.

Do not place anything in your mouth when speaking. A pencil or piece of gum in the mouth, or even a mustache, can obscure the lips, making it difficult for the deaf client to understand what is being said.

Avoid standing in front of a light source. Bright light that causes glare and shadows can obscure visual communication and make it almost impossible for the deaf client to understand what is being said.

If an interpreter is present, talk to the deaf person directly when giving feedback, rather than addressing the interpreter. The role of the interpreter is to translate communication, not to be an advocate or proxy for the deaf person.

Learn about support services in your area for deaf individuals. In larger communities, there is often a community-based center for the deaf, a local interpreter agency or a club for deaf people.

Enroll in a community-based or university course in American Sign Language. Conversing in the client's first language is extremely important to establishing meaningful communication.

If the agent or broker will view the deaf client as an individual who is linguistically and culturally different from hearing clients; who is not disabled, impaired, or deficient in any manner; and who, if given the opportunity, can become a friend, as well as a consumer of services, then and only then can a strong agent-client relationship be forged.

More information about the Deaf is available from the National Association of the Deaf, (www.nad.org), the National Center on Deafness (http://ncod.csun.edu), The American Society for Deaf Children (www.deafchildren.org) and the Alexander Graham Bell Association for the Deaf and Hard of Hearing (www.agbell.org).