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Image by Mohamed Marey

Tips and tricks

Shopping centres

Do’s ✅

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Practitioners, retail staff, and support workers  

Communication: 

  • Face the person when speaking 

  • Offer written information where possible 

  • Avoid speaking while looking away 

Customer service: 

  • Check whether the person has understood important information 

  • Be willing to repeat or rephrase sentences 

Emergencies:

  • Ensure emergency information is available visually. 

  • Provide direct information if someone appears confused 

Social participation: 

  • Support independence rather than assuming someone needs assistance 

  • Include Deaf individuals in conversations rather than directing communication to companions 

Other: 

  • Get their attention properly 

  • Face them when talking to them 

  • Speak clearly and naturally 

  • Use other forms of communication 

  • Be patient and flexible 

  • Learn basic sign language 

  • Include them in conversations 

  • Give the person time to process

  • Check whether emergencies have been understood 

Dont’s ❌

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  • Don’t shout 

  • Don’t cover your mouth

  • Don’t assume they can read lips perfectly 

  • Don’t talk while walking away 

  • Don’t ignore them and only speak to their companion 

  • Don’t get annoyed 

  • Don’t assume all deaf people communicate the same way; they do not 

  • Don’t doley rely on loudspeaker announcements

  • Don’t assume confusion means that the person is not paying attention 

  • Don’t rush important conversations

  • Don’t assume that they can hear you just because they have hearing aids or implants or any other assistive device. 

  • Don’t speak to a deaf or hard-of-hearing person from behind or while walking away.

  • Don’t get frustrated if they ask you to repeat things a few times 

  • Don’t assume they have understood if they nod or smile

  • Don’t say “never mind” if the conversation becomes difficult 

  • Don’t grab them unexpectedly to get their attention 

  • Don’t forget, shopping centres can be overwhelming environments 

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