Effective communication hints and tips
- Identify yourself – always introduce yourself and inform the person of your name and job title.
- Always ask the person if they would like any assistance and ask them what their name is.
- Continue to use normal body language. This will positively affect the tone of your voice and provide extra information to the person with sight loss.
- Never channel conversation through a third person. Always speak directly to the vision impaired person.
- When verbally guiding a person, ask them if they would like you to walk ahead of them, behind them, or on their left or right. Their preference may allow them to use any remaining vision.
- Provide clear instructions when describing a route or when you would like the person to change direction e.g. left and right.
- Describe the main features of the area to help the person orientate themselves. You may wish to use the ‘clock face technique’ e.g. ‘directly in front of you at 12 o’clock is the main entrance, to your right at 3 o’clock is the check-in desk. On your left at 9 o’clock is a seating area’.
- When walking, always let the person know about differences in floor surface, such as kerbs, steps and slopes (and whether these go up or down), tactile paving, gravel, tarmac or grass.
- Inform the person of any obstacles near them that could be trip hazards or that they could accidentally bump into e.g. bollards, gates, wet floor signs, seats or stanchions.
- Never leave a conversation with a person without saying so. It’s really important the person knows when you have left and what to do next once you have gone.
- Keep the passenger informed about any delays, cancellations or other things which might affect their journey.
- Finally, consider asking how the experience was for them or if there is anything that could have been done differently. This could help the next customer with sight loss for whom you provide assistance.
For more information, please contact Guide Dogs at: campaigns@guidedogs.org.uk
Learn how to guide a person with sight loss with our sighted guide training