The “Guide to Quality Standards for Services Provided to People of Determination” issued by the Ministry of Community Development stipulates a set of conditions that ensure effective communication with people of determination with visual and hearing disabilities.
The guide emphasized that the secret to providing high-quality services to clients who have disabilities is for service providers to remember that these clients are individuals like all people, specifying a set of conditions and guidelines approved globally and ratified in international agreements to protect the rights of people with disabilities, which It should be taken into account by service providers in different institutions.
The guide considered that service providers in different institutions must communicate effectively with clients who have visual or hearing disabilities, and that business owners or employees must decide the appropriate type of assistance, depending on the nature of communication with them.
Advice related to dealing with people of determination who have a visual impairment includes talking to customers when approaching them, introducing themselves clearly and in an appropriate and normal voice, and not touching the customer without permission, except in an emergency.
The advice also includes a set of instructions for service providers in various institutions, including the necessity of being careful and clear when giving verbal instructions or information, as well as not assuming that the individual never sees, in addition to being patient and remembering that completing the transaction may take a little longer.
The advice states the importance of not trying to instruct customers without asking, making sure that the customer has everything he wants before he leaves, and asking him if he needs help when signing any form, and if he needs help, his hands are directed to the place for convenient signing.
As for the method of effective communication with customers who have a hearing impairment, the guide referred to a set of instructions that included the necessity of obtaining the customer’s attention before starting to speak with him, considering that the best way to attract the attention of deaf and hard of hearing customers before speaking to them is a gentle touch on the shoulder or a wave. gently by hand.
The advice pointed out the importance of looking at customers directly and paying attention to standing in a well-lit place and speaking clearly and in a normal voice, making sure that the hands are far from the face so that the customer notices the movement of the lips, as well as using simple and short sentences, and also that the customer is asked if he prefers to communicate by writing or using Computer.
The guide also indicates the need to speak directly to the customer and not to the interpreter if the customer uses a sign language interpreter, and that when speaking with the customer by phone, the phone must be given more time than usual to ring, speak clearly, and be prepared to repeat the phrases as needed.
The guidelines also indicate the importance of discussing private matters with customers in a private room to avoid disclosing customer information in front of other employees or customers, and that if a person uses a hearing aid, it is preferable to talk to him in an area where there is no noise, as well as be patient, as communication for deaf people may It is different because their first language may not be Arabic, but rather sign language.
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