Inclusive Communication & Language Barriers
Inclusive Communication & Language Barriers
Adapt communication to the person, not just the procedure.
Noise, disability, anxiety, language, literacy, neurodiversity and intoxication can affect communication. Use clear phrases, gestures, written information or approved support where available.
Plain language+
Use short, direct instructions and avoid unnecessary jargon. Break multi-step directions into smaller parts when required.
Hearing or speech differences+
Face the person, reduce background noise where possible, allow time and use written communication or approved aids when helpful.
Language barriers+
Do not assume lack of understanding is defiance. Use approved translation support, visual signage or a colleague where available and appropriate.
Respectful questions+
Ask “What would help?” rather than making assumptions about the person’s ability or condition.
If a person does not understand an emergency or access instruction, repeating it louder may not solve the problem.
Knowledge check
A customer appears not to understand your spoken directions. What is the best next step?
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