2. Good Day This is your 30-Second DPN Training ENJOY Click here to begin DPN

3. You are having difficulty understanding what a customer with a speech disability is saying. You should: Pretend that you understand him and keep talking. Make your best guess about what he is saying and repeat it to see if you heard correctly. Try to find someone who can interpret for you.

4. Although this might be tempting, and may feel like the polite thing to do, by pretending to understand someone with a speech disability, you may miss information that is important in assisting and directing this customer. Please Try Again

5. Although this may achieve the result you are looking for, this is not the most integrative way to work with a customer with a speech disability. Unless the customer specifically asks for an interpreter as an accommodation, you should make every attempt to work directly with this customer. Come on… You can do it!

6. Great Job! Thank you From “DPN NAME”, your Disability Program Navigator “INSERT PHONE NUMBER & TTY” “EMAIL ADDRESS” Nice work! Don’t be afraid to ask a customer with a speech disability to repeat what you think you have understood them to say to be sure you’re on the right track. To learn more about proper etiquette in talking to individuals with speech impairments, click here to be directed to the Job Accommodation Networkhere 30-Second DPN Trainings are a National Disability Program Navigator collaborative effort. Please contact your local DPN to add a friend or colleague to this list.