Communicate Effectively Over the Phone

By Dusty Ann Jessen, Au.D.

Even with email, texting, and video chat 
available, the humble telephone remains a primary means of communication in the workplace. Telephones, of course, render the communicators unable to see each other when talking, so they can’t take advantage of important visual cues, including knowing when it’s their turn to talk. This is especially disconcerting for those with hearing loss; however, communication breakdowns can happen over the phone even between people who don’t have difficulty hearing. Here are simple strategies to help.

If you are the speaker, you are responsible for conveying a clear message that is received accurately. Focus on the call (don’t multitask!), and make sure the telephone receiver or headset microphone is near your mouth. Speak at a slightly slower pace and enunciate clearly. If your listener is struggling to understand, don’t just repeat what you said; rephrase it or provide additional clarification. This is especially important when conveying letters or numbers; say “C, as in Charlie.”

If you are the listener, place your full attention on the phone call. Turn up the volume to a comfortable level, and consider using the speakerphone so you can hear with both ears. If you miss a word or sentence, don’t just say “What?” Ask your speaker to rephrase the last sentence. You can also ask follow-up questions requiring a yes/no answer (easy words to understand over the telephone) and repeat back what you think you heard.

For optimal hearing—and whether your workplace environment is an office, classroom, or factory—do your best to eliminate background noise when on the phone. Turn off any distracting sounds in your environment, such as silencing a cell phone or muting your computer, or find a quieter place to conduct your phone call.

Landline phones are available with amplifiers and tone controls. Landline phones work well with the telecoil (t-coil) built into most hearing aids (ask your hearing health provider if you are unsure). The t-coil is a small copper coil that picks up the electromagnetic energy naturally emitting from landline phones for a clear signal, without needing a microphone.

If you are in the market for a new cell phone, be sure to choose one that is “hearing aid compatible,” with a microphone (M) and telecoil (T) rating of 3 or 4. Many advanced hearing aids can connect wirelessly to mobile phones, creating a convenient “hands-free” option with excellent sound quality.

These strategies can be applied to many other situations as well. Enunciating clearly on the phone will make you a better communicator all around. Getting out of the habit of asking only “What?” and replacing it with a polite, “Can you please rephrase that?” will help in any situation. Reducing background noise and taking advantage of technology can improve communication efforts for everyone.

Dusty Ann Jessen, Au.D., is based in Colorado. This article, which also appeared in the Winter 2017 issue of Hearing Health magazine, is adapted with permission from her book, “5 Keys to Communication Success.” For more, 
see 5keys.info.

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My Cautious Gratitude

By Lauren McGrath

Clockwise from left: Heather, her daughter, her husband, and son.

Heather Mills never imagined her early adulthood would be interrupted by Ménière's disease, a chronic hearing and balance disorder without a cure. She was diagnosed at 21—just within the typical 20-to-50-year-old range of onset—after a slew of tests and follow-up visits with a specialist at the University of Minnesota.

Heather’s symptoms initially included a unilateral (in one ear) mild low-frequency hearing loss, tinnitus, and some ear pressure and pain. Within a few years, her hearing loss became bilateral and worsened from moderate to severe. She was regularly distressed by intense ear pressure, struggled with her balance, and experienced occasional bouts of vertigo. As Heather learned, Ménière's affects each patient differently. She considered herself fortunate not to face drop attacks (instances of falling to the ground without losing consciousness), one of the most terrifying symptoms associated with Ménière's disease.

Despite its prevalence Heather family, hearing loss—once her most debilitating Ménière's symptom—came as a surprise. Her father has lived with a unilateral hearing loss since childhood, while her mother and maternal grandmother both developed high-frequency sensorineural hearing loss in their late 40s. “It never occurred to me that it may one day affect me, too,” reflects Heather, who can recall her ability to hear whispers across her high school classrooms.

Though she followed her doctor’s directions to take diuretics and maintain a low-salt diet for her vestibular symptoms, Heather chose not to purchase hearing aids. Lacking amplification, Heather faced difficulty in her job as a legal project specialist, which required frequent verbal interaction with clients, lawyers, and vendors both on the phone and in person. She found herself increasingly dependent on a close friend and colleague who truly served as her ears by repeating information for her during and after meetings.

Heather’s untreated hearing loss, combined with her constant fear of a sudden vertigo attack, fueled feelings of isolation. Unable to participate in conversations with friends, Heather stopped receiving invites to social outings. Challenges with work and friends began to affect Heather’s mental health. “I became depressed, lonely, and developed anxiety because of two unknowns: not knowing when my vertigo would strike again, and wondering how I’d continue to work to support my family.”

Heather noticed a sharp decline in her job performance when her helpful coworker—her ears—left the law firm. Part of Heather’s role required instructing staff on new software, and she was humiliated to find out that her trainees’ questions went unanswered because they’d not been heard. “This is when I began to lose confidence in myself,” Heather remembers.

Heather realized she had to address her hearing loss. In line with Hearing Health Foundation (HHF)’s findings in a 2017 survey of more than 2300 participants, cost is by far the largest barrier to a hearing aid purchase. Heather delayed taking action for so many years—11 to be exact—because her insurance provided no hearing healthcare coverage.

“All I can say now is I wish I had gotten hearing aids sooner!” exclaims Heather, who, with newfound confidence, no longer struggles in her daily professional communications and social life. Prior to pursuing treatment, her conversations had soured quickly when she constantly had to ask other parties to speak up, repeat themselves, or remind them of her hearing loss. Most painfully, communication without hearing aids often left Heather dismissed by a “nevermind” when she requested repetition. With her new devices, Heather felt her confidence restored.

Now in remission, Heather considers her life happy and her health stable. Hearing aids have somewhat alleviated her tinnitus, her ear pressure has subsided, and the vertigo spells are very rare. She’s sought treatment for her anxiety and depression. Heather credits her husband, Billy, with whom she has two young children, for his support during her more difficult years. Engaging in online Ménière's support groups has been a beneficial coping tool.

Heather is cautiously grateful for her current health, knowing the unpredictability of Ménière's could alter her circumstances at any time. She hopes for scientific advancements in Ménière's research that will one day uncover the causes, more reliable diagnostic procedures, and a cure.

Heather lives in Minnesota with her husband and children. She is a participant in HHF’s Faces of Hearing Loss campaign.

The Bridge Between Two Worlds

By Vicky Chan

Disability rights attorney Jared Allebest was born with a bilateral profound hearing loss. He was diagnosed at age 1 and fitted for hearing aids a year later. Today, Jared uses both hearing aids and ASL to communicate.

The son of a lawyer, Jared was determined to follow in his father’s footsteps and his hearing loss never deterred him. Throughout his education, he remained inspired by his favorite elementary school teacher, Ms. Marquardt, who taught him one of the most invaluable lessons: Having a hearing loss isn’t a barrier to success. “[Hearing loss] has affected my outlook to fight harder and to push myself to accomplish the things that I want to do in my life,” Jared explains.

After his graduation from Thomas Jefferson School of Law in 2009, Jared founded a law firm that advocates for people with hearing loss and speaking disabilities. The firm focuses on empowering their clients through education, advocacy, and lobbying. He works with clients with both typical hearing and hearing loss and takes on cases relating to disability rights or discrimination, as well as employment, marriage/divorce, and criminal law.

Jared admits that he faces auditory challenges in his profession. During trials, he has to be exceptionally attentive to all parties. He also receives assistance from an ASL interpreter in the courtroom so he doesn’t miss anything being said.

Despite some difficulty, Jared believes that his hearing loss is an advantage. His clients are more comfortable with him because they know he can empathize with them. People listen carefully when he speaks about issues concerning hearing loss. “By fighting for the rights of those who live with hearing loss, I am advocating for myself as well. I think of myself as the bridge between two worlds,” Jared says.

Jared’s strong reputation as a dedicated lawyer stems from his sincerity and passion for helping others with legal issues that are deeply personal to him. The most rewarding part of his profession is knowing that his clients are satisfied with his commitment.

Jared’s advocacy for the hearing loss community outside goes beyond the courtroom. He is the former chairman of Loop Utah—an advocacy group dedicated to educating people in Utah about the benefits of loop technology. He currently serves as a community representative on the Advisory Council to the Utah Division of Services to the Deaf and Hard of Hearing (USDB Advisory Council).

Of course, Jared knows he can’t be an advocate for all people with hearing loss, as much as he would like to be. He can’t be the connection between the legal world and the hearing loss world for everyone. Jared maintains that the most important part of living with hearing loss is effective self-advocacy. “Being assertive about your needs will help you to hear better, be more productive, and be happier.”

Jared lives and practices law in Utah. He is a participant in HHF’s Faces of Hearing Loss campaign.

Advancing Accessibility in the Audiology Profession

By Lauren McGrath

Born with a profound sensorineural hearing loss, Jessica Hoffman, Au.D., CCC-A, never believed she could become an audiologist. In fact, she didn’t consider the profession until her final year as a biopsychology undergraduate at Tufts University.

By then, Dr. Hoffman was the recipient of successful hearing loss intervention and treatment for two decades. Diagnosed at 13 months, she was fitted with hearing aids by age two, practiced speech and hearing at the New York League for the Hard of Hearing (today the Center for Hearing and Communication) until five, and learned American Sign Language (ASL) at 10. She pursued a mainstream education since preschool with daily visits from a teacher of the deaf. Dr. Hoffman received cochlear implants at ages 14 and 24, respectively and, in college and graduate school, enjoyed a variety of classroom accommodations including ASL interpreters, CART, C-Print, notetakers, and FM systems.

After Tufts, Dr. Hoffman worked as a lab technician at Massachusetts Eye and Ear as her interests in studying hearing began to grow. But she doubted her abilities to perform key tasks in audiology, like speech perception tests and listening checks with patients. After speaking with others in the field with hearing loss, she became less apprehensive. Engaging with mentors like Samuel Atcherson, Ph.D., and Suzanne Yoder, Au.D., who have greatly advanced opportunities for individuals with hearing loss in audiology, further cemented Dr. Hoffman’s self-confidence. In 2010, she completed her Doctor of Audiology from Northwestern University.

Today, Dr. Hoffman is happy to work with both children and adults at the ENT Faculty Practice/Westchester Cochlear Implant Program in Hawthorne, NY. She takes pride in helping her patients realize that they are not alone with hearing loss and that technology, like her own cochlear implants, can provide immense benefits to communication. Dr. Hoffman is motivated to help her patients understand that hearing loss does not define who one is and can be viewed as a gain rather than as a limitation.

Dr. Hoffman’s career is not exempt from challenges. Fortunate to receive accommodations as a child and young adult, she is disappointed by the tools that are missing in a field that serves those with hearing loss. Though she credits her own workplace as being very understanding, Dr. Hoffman points out the difficulties she experiences during team meetings and conversations with patients who speak English as a second language. She is grateful to have considerate colleagues who will repeat themselves as needed or offer to facilitate verbal communication with non-native English-speaking patients.

At audiology conferences, however, necessities like CART, FM systems, and/or interpreters are often lacking for professionals with hearing loss. Dr. Hoffman and others with hearing loss in the audiology field have petitioned to encourage accessibility at such events. She has had to take on the responsibility of finding CART vendors for conference organizers to ensure her own optimal listening experience. She reports being brushed off by meeting leaders and a sense of doubt in her abilities and those of her colleagues with hearing loss.

Dr. Hoffman also wishes to see greater accessibility in audiology offices nationwide, including recorded speech perception materials, captioning for videos or TV shows in the waiting room, and email exchanges with patients, rather than phone calls. She’d like all audiology staff to be well-versed in communicating with people with hearing loss and to have a strong understanding of the Americans with Disabilities Act (ADA) as it pertains to hearing loss. Dr. Hoffman also thinks facilities would benefit from hiring ASL interpreters or Cued Speech transliterators as needed. Her ideas would help professionals like her and patients alike.

Accommodations for people with hearing loss and other disabilities in academics, public sectors, and the workforce—audiology included—should be provided without question, says Dr. Hoffman, who has had the burden of reversing many people’s misconceptions about her capability to thrive independently in her career. “The self-advocacy never ends, but it has made me stronger and more confident in my own abilities as a deaf person. I am proud to have a hearing loss because it has shaped me into the person I am today.”

Receive updates on life-changing hearing research and resources by subscribing to HHF's free quarterly magazine and e-newsletter.

Labor Day and Working with Hearing Loss

By Katelyn Serpe

Since 1894, when Labor Day was named a federal holiday, the United States has celebrated the labor movement and the many contributions that workers have made in improving the lives of Americans across the country. Establishing a minimum wage and child labor laws are just a few of the accomplishments that have been made since the start of the labor movement.

Among these accomplishments are various workplace safety regulations, including recommendations for occupational noise exposure. Yet despite these regulations, the National Institute for Occupational Safety and Health (NIOSH) estimates that 30 million U.S. workers are exposed to noise levels high enough to cause hearing loss. With approximately 150 million Americans in the workforce, nearly 1 in 5 U.S. workers are exposed to noise levels high enough to cause hearing loss.

According to the Centers for Disease Control and Prevention, an estimated 24% of hearing loss in the United States has been a result of workplace exposure, yet people with a hearing loss are often hesitant to disclose their hearing loss in the workplace due to the associated stigmas. Some people with a hearing loss may not seek treatment immediately if they view their hearing loss as an unimportant issue. Yet others may not even be aware they have a hearing loss due to the low number of people who regularly receive hearing screenings.

People with hearing loss are less likely to be in the labor force with nearly half (47%) of people with hearing loss not in the labor force compared with 23% of typical hearing individuals. And the unemployment rate for those with a hearing loss is nearly double that of the typical hearing population.

Having a hearing loss comes with its own challenges but an undisclosed hearing loss in the workplace can increase work-related stress and cause problems in the workplace. Most jobs require some form of verbal communication and an undisclosed hearing loss can decrease efficient verbal communication. This can result in incorrect work due to a lack of comprehension of verbal instructions or a general decrease in productivity. A person with undisclosed hearing loss may, therefore, lose out on promotions and possibly face a loss in annual wages. People with untreated hearing loss can lose as much as $30,000 in annual income and earn approximately 25% less than their typical-hearing peers.

Fortunately, the use of hearing aids has been shown to nearly eliminate the risk of income loss for those with milder hearing loss, and reduce the risk of income loss significantly for those with moderate to severe hearing loss. But while it may seem that the use of hearing aids is a solution for the risk of income loss for people with hearing loss, only 1 in 4 people who could benefit from hearing aids currently owns them.

Employers can help reduce the economic costs of hearing loss by creating environments where people with a hearing loss are unafraid to acknowledge their hearing loss. Making hearing tests part of a company wellness program, making sure hearing aids are covered by company insurance, and providing reasonable accommodations for those with hearing loss are some steps that employers can take to decrease the stigma of having a hearing loss in the workplace.

Through education and raising awareness about the prevalence of hearing loss among Americans, Hearing Health Foundation hopes to erase the stigmas surrounding hearing loss.

We hope you will join Hearing Health Foundation this Labor Day in celebrating the achievements made so far to improve the lives of working Americans while also encouraging further progress to improve American lives both in and out of the workplace.