By Daniel Morgan-Williams, Founding Director, Visualise Training and Consultancy Ltd.
A manager stops by a desk to pass on a change to a deadline. The employee nods, says thanks and carries on. Two days later the work arrives on the old date. Nobody was careless. The manager spoke while walking past, half turned away, next to a printer. The employee, who is deaf, caught a few words and filled in the rest.
Most communication breakdowns with deaf colleagues happen in moments like this. This article covers everyday one-to-one and team communication, face to face, by phone, on video and in writing, for occupational health, HR, case managers, line managers and employees. Meetings need their own planning and are covered separately.
Who we are talking about
Deaf people and people with hearing loss are not one group, and communicating with employees with hearing loss starts with knowing that. The British Deaf Association explains that “Deaf” with a capital D is often used for people, usually deaf from birth or early childhood, who belong to a cultural and linguistic community and use British Sign Language (BSL). The UK Government Communication Service notes that BSL has its own grammar and syntax, distinct from English, and that for many Deaf people written English may be a second language. BSL is recognised in law as a language of England, Wales and Scotland under the British Sign Language Act 2022.
Many more people have hearing loss and use spoken English, often with hearing aids or cochlear implants, and lip-read to varying extents. Some became deaf as adults. RNID’s first piece of advice is simply to ask someone how they want to be communicated with.
Confidence is a real barrier. RNID reports from its own research that only 41% of the general public are confident communicating with people with hearing loss, and just 29% with BSL users. At work, that hesitation can turn into avoidance, and a colleague who is gradually left out.
Start by asking, then write it down
The single most useful step is a short, private conversation about how the person prefers to communicate in different situations. Someone may lip-read well one to one but not in an open-plan office. A Deaf BSL user may want an interpreter for supervision but use written messages for quick questions. Agree the basics, record them with the employee’s consent, and share what is needed with the people they work with most. RNID offers a free communication card that people can use to explain their preferences to colleagues.
Face to face: the everyday basics
RNID’s guidance for hearing people is consistent and practical:
- Get attention first. A wave, a light gesture or moving into view before speaking. Starting mid-sentence means the first words are lost.
- Face the person. Do not talk while walking away, looking at a screen or from another room.
- Mind the light. Make sure your face is well lit. Standing with your back to a window puts your face in shadow.
- Keep your mouth visible. No hands, cups or pens in front of your face.
- Speak clearly and naturally. Do not shout or exaggerate lip movements. RNID says both distort speech and make lip-reading harder. Speaking unnecessarily slowly does not help either.
- Rephrase rather than repeat. If a phrase is missed twice, say it a different way.
- Reduce background noise. Move away from printers, kitchens and busy corridors, or find a quiet room for anything that matters.
- Write it down when needed. Pen and paper, a whiteboard or text typed on a screen are all acceptable and often quicker.
Lip-reading: helpful, but not a complete solution
Lip-reading is a skill, not a guarantee. RNID explains that many words look alike on the lips, giving the example of ‘biscuits’ and ‘big kiss’, and that context is key. People who lip-read are filling gaps all the time, which takes concentration and is tiring over a long day. It helps to tell the person the topic before you start, to sit at the same level, and to avoid sudden changes of subject. Many BSL users do not rely on spoken English, so lip-reading should never be the default assumption.
Phone calls
Phone calls remove the visual cues many people depend on. Ask whether the employee uses the phone at all, and for what. Messaging, email or a video call may work better. Ofcom notes that people can communicate over the phone through an Ofcom-approved text relay service, and that BSL users have a free emergency video relay service, with an interpreter on a video call, for contacting the emergency services. RNID also points to video relay services for everyday calls with people whose first or preferred language is BSL.
One-to-one video calls
Video can be easier than the phone because faces are visible. Keep your camera on, face the light, and use a decent microphone in a quiet room. Offer captions if the employee finds them useful, remembering that automatic captions are not fully accurate. If a BSL interpreter joins, check the employee can see both of you clearly.
Written communication
Email and chat often work well. But for Deaf BSL users whose first language is not English, long or dense messages can be harder work than they look. Use plain English and short sentences, with the action and deadline at the top. For anything important or sensitive, such as a performance conversation or a health matter, writing alone may not be enough. Ask the employee what they prefer.
Working with interpreters and other communication professionals
Communication professionals include BSL/English interpreters, lipspeakers, speech-to-text reporters and notetakers. The NRCPD (National Registers of Communication Professionals working with Deaf and Deafblind People) registers these professionals, and its registrants have completed an approved course, follow a code of conduct and hold professional indemnity insurance.
A few habits make a big difference. Speak to the Deaf person, not the interpreter, and avoid phrases such as “tell him” or “ask her”. Expect a short delay while meaning is carried between two languages. Send any notes or documents ahead so the interpreter can prepare. Do not ask a colleague who knows some BSL to step in for anything important: interpreting is a separate professional skill. Our guide to working with BSL interpreters covers this in more depth.
Checking understanding without testing people
“Did you get that?” invites a polite yes. RNID suggests checking understanding with questions such as “Would you like me to go over anything again?”. Better still, build checks into the routine: summarise decisions at the end of a conversation, confirm key points such as dates, names and numbers in writing, and make it normal for anyone to ask for something to be repeated.
No-cost and low-cost adjustments for everyday communication
| Situation | Suggested adjustment | Why it helps |
|---|---|---|
| Quick conversations at the desk | Get attention first, face the person, move away from noise | Gives the person the visual cues they rely on |
| Instructions and changes | Confirm dates, names, numbers and actions in writing | Removes guesswork on details that are easy to mishear |
| Phone contact | Agree alternatives such as messaging, email, video or relay services | Avoids depending on a channel with no visual cues |
| One-to-one video calls | Cameras on, faces lit, captions available if wanted | Supports lip-reading and gives a text back-up |
| Written messages | Plain English, action at the top, short paragraphs | Easier to follow, especially where English is a second language |
| Important or sensitive conversations | Plan the communication support in advance and share a written summary | Gives the conversation the same access as any other |
| Team awareness | Deaf awareness training and an agreed set of team habits | Shares responsibility rather than leaving it to one person |
Deaf awareness across the team
Adjustments made by one manager tend to fade when that manager moves on. Deaf awareness works best when the whole team agrees a few habits, such as getting attention before speaking, not talking over each other and writing down decisions. Some teams learn a little BSL for everyday contact, though it does not replace a qualified interpreter. RNID notes that lip-reading takes concentration, so energy can run low by the end of a long day.
What This Means for Occupational Health, HR and Case Managers
When communication is the problem, a referral is most useful if it describes the situations, not just the diagnosis. Which conversations are going wrong: quick instructions, calls, written messages, supervision? Has the employee been asked about their preferences, and were they recorded and shared? Are urgent or safety-related messages reaching the employee reliably?
A hearing loss workplace assessment looks at how the person actually communicates through their working week: the environment, technology, colleagues’ habits and the demands of the role. A good report sets out barriers in functional terms with practical, reasoned recommendations. It does not diagnose, and it does not draw conclusions about fitness for work.
Hints and tips for the employee
- Tell colleagues what works for you in plain terms, for example “please face me and get my attention first”.
- Ask for important details such as dates and numbers to be confirmed in writing.
- Choose your seat or position so the light falls on the other person’s face.
- If you miss something, ask for it to be said a different way, not just louder.
Legal Rights and Support
Under the Equality Act 2010, a person is disabled where they have an impairment with a substantial and long-term adverse effect on their ability to carry out normal day-to-day activities. Schedule 1, paragraph 5 says the effect of treatment and aids, such as hearing aids, is ignored when deciding this. Where the definition is met, section 20 requires an employer to take reasonable steps to avoid a substantial disadvantage, including by providing an auxiliary aid, which can include an auxiliary service. The Equality and Human Rights Commission advises employers to discuss adjustments with the worker. The British Sign Language Act 2022 recognises BSL as a language, and states that this recognition does not affect the operation of any other law.
Access to Work may provide a grant towards practical support at work for eligible people in England, Scotland and Wales. Northern Ireland has its own scheme and its own disability discrimination legislation. Whether the definition is met for a particular person depends on their circumstances, and this article is general information rather than legal advice.
Summary
Good communication with deaf colleagues is mostly small habits, repeated by everyone. When those habits are not enough, or the same problems keep coming back, an independent look at the whole working day can show what needs to change.
Next step
If you or someone in your team is deaf or has hearing loss and would like expert, tailored support to stay productive and comfortable at work, visit https://visualisetrainingandconsultancy.com/workplace-assessments/hearing-loss-workplace-assessment/ to arrange a hearing loss workplace assessment.
Related resources
- Supporting Deaf Employees and Employees with Hearing Loss: Employer Guide
- Employing Someone Who Is Deaf or Has Hearing Loss: Employer Toolkit
- Deaf and Hearing Loss Awareness eLearning
- Working with BSL interpreters: a practical guide for teams
- Common Workplace Adjustments for British Sign Language (BSL) Users
- Accessible Meetings: Six Tips for Every Colleague (Short Film)
Frequently asked questions
Should I speak louder to someone with hearing loss?
No. RNID advises against shouting, because it distorts speech and lip patterns. Face the person, speak clearly at a natural pace and reduce background noise instead.
What does Deaf with a capital D mean?
It is often used for people who are part of the Deaf community and use British Sign Language, usually deaf from birth or early childhood. Lower case “deaf” is a broader term for hearing loss.
Is lip-reading enough for communicating at work?
Sometimes, for short conversations in good conditions. Many words look alike on the lips, so important details are best confirmed in writing, and lip-reading does not suit everyone.
How do I communicate with a Deaf colleague who uses BSL?
Ask what they prefer. Options include a qualified BSL interpreter for important conversations, clear written messages for quick questions, and video relay for calls. Speak to the person, not the interpreter.
Sources
RNID, How to communicate with someone who is deaf or has hearing loss (page updated 2 June 2026): https://rnid.org.uk/information-and-support/how-to-communicate-with-deaf-people-hearing-loss/
RNID, Lipreading Awareness Week: 9 tips to help people who lipread (2024, updated March 2026): https://rnid.org.uk/2024/09/lipreading-awareness-week/
RNID, Lipreading (page updated 19 October 2026): https://rnid.org.uk/information-and-support/hearing-loss/lipreading/
RNID, Communication tips if you have hearing loss: https://rnid.org.uk/information-and-support/hearing-loss/communication-tips/
British Deaf Association, What is Deaf culture?: https://bda.org.uk/what-is-deaf-culture/
Government Communication Service, Using British Sign Language in government communications: https://www.communications.gov.uk/publication/using-british-sign-language-in-government-communications/
legislation.gov.uk, British Sign Language Act 2022, section 1: https://www.legislation.gov.uk/ukpga/2022/34/section/1
Ofcom, New emergency video relay service for sign language users (2021, updated 2023): https://www.ofcom.org.uk/phones-and-broadband/accessibility/new-emergency-video-relay-service-for-sign-language-users
NRCPD, About us: https://www.nrcpd.org.uk/about-us
legislation.gov.uk, Equality Act 2010, section 20: https://www.legislation.gov.uk/ukpga/2010/15/section/20
legislation.gov.uk, Equality Act 2010, Schedule 1, Part 1: https://www.legislation.gov.uk/ukpga/2010/15/schedule/1/part/1
Equality and Human Rights Commission, Employing people: workplace adjustments: https://www.equalityhumanrights.com/guidance/business/employing-people-workplace-adjustments
GOV.UK, Access to Work: get support if you have a disability or health condition: https://www.gov.uk/access-to-work
Note on sources: the 41% and 29% confidence figures come from RNID’s own public survey as reported on its website, and the underlying method was not reviewed here. RNID guidance is charity guidance rather than regulation. Northern Ireland law was not reviewed in detail. Pages were checked on 8 November 2026. This article is general information and is not legal advice.