Assisting People Who Have Speech Difficulties

According to the 1997 U.S. Census, 493,000 people fifteen years old and older experience severe difficulty with speech. The causes of these difficulties are varied. Raising your voice to communicate with customers who have speech difficulties is unnecessary, since some with speech disorders often have perfect hearing.

The goal of achieving effective communication is more important than the method used and there are many ways to facilitate conversation, such as writing back and forth to each other or typing a conversation on a computer. Use techniques like repeating the part of the sentence that you understood — “Now let me see… I understood you to say that you would like to buy a soda” . You can try phrasing things so that the answer is yes or no — “Would you like to buy a soda?” followed by “Do you know where the concession stand is located?” or “Would you like assistance?”

You may see someone using a communication board. A communication board can be as simple as someone pointing to various pictograms (pictures that represent concepts such as the figure of a woman or man found on signs at restrooms) or commonly used words or phrases, cut out and pasted on a piece of cardboard. There are also computerized communication boards that an individual uses to type out words, phrases, or sentences that are converted into computerized speech or text. Using a communication device can take longer, so be patient and allow the individual to finish before you try to respond.

Remember These Basic Tips:

• Give your complete attention to the person who has difficulty speaking.
• Be patient. Do not correct and do not speak for the person. Allow extra time for the person to articulate what they are trying to convey.
• If you do not understand something do not pretend that you do. Ask the patron to repeat what he or she said and then repeat back the parts that you understand.
• Ask for assistance only after making every effort to understand the patron. People tend to give up too quickly when encountering persons who have speech difficulties. Seek assistance from another docent, volunteer or staff person as a last resort. Always be respectful of the patron when asking for assistance.
• Keep your manner encouraging. The longer you talk the easier it will become to understand. People with speech disorders want to be understood as much as you want to understand. Often the patron is used to having to repeat things in order to be better understood.
• Ask questions that require short answers, a nod or shake of the head, when necessary.
• Consider writing as an alternative means of communicating, but first ask the person if that is acceptable. Understanding what is being said is more important than the method of communication.
• If no solution to the communication difficulty can be worked out between you and the customer, perhaps he or she has an attendant, companion or spouse who could interpret on the patron’s behalf. Once again, it is important that you always speak directly to the patron — not the companion.
• Reduce barriers to communication by moving to an area that facilitates more direct, focused contact. A museum lobby can be a noisy place, making communication more difficult for you and the patron.

When conducting a tour that includes patrons who have speech differences remember:

• A museum can be a noisy place, making communication more difficult for you and the patron. Try to reduce noise by moving to an area which would allow you to focus more directly on the person with the speech difficulty.
• Do not be overly anxious if a patron who has difficulty speaking asks a question or wants to participate during any interactive portion of your tour. This should be encouraged. If you do not understand, then repeat what you do understand and ask for clarification or assistance from someone.
• Sometimes persons with speech differences may also have some physical and/or cognitive impairment which can affect their ability to participate in your tour. This is not always the case. It is important to not make assumptions about someone’s abilities simply because they have difficulty with speech.

Questions You Should Ask About Your Museum

• Is there a quiet place or area free from distractions where you can talk with a patron?
• Are pens and paper readily available should you need them to communicate?
• Is a computer terminal or laptop available for use? Where is it located?