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© 2011 Simon Stevens 11

The Quick Guide to dealing with

speech and language difficulties on the phone

When answering the phone:-

Keep calm, be patient and act normal Always assume the caller has a reason for calling related to your job Give the name of the organisation, the department, your name and job title Make sure this is the right number and you are the right person

When talking to someone with speech or language

difficulties on the phone:-

Do not hang up Do not assume the caller is stupid or has a learning impairment Do not slow down your voice or talk ‘pidgin english‘, just talk normal

If you have difficulties understanding the caller:-

Ask if they would prefer to use email, fax, post or continue on the phone Clarify what they want by using questions that require simple answers Always repeat back what they say and wait for confirmation If needed; ask a colleague to listen in and assist you Never agree to something when you do not know what the caller has said It the call is not going well, make sure the caller is aware and is happy to write Reduce the effort required by the caller by answering predicted questions before they are

asked

If the caller needs to write something down:-

Ask whether this is possible If an personal assistance, carer or friend is needed to write, just say what is needed, don‘t

repeat the call to them If needed, ask their address and send them the information

In General:-

Avoid offensive terms such as spastic and handicapped Avoid undermining the caller‘s intelligence Remain helpful and polite