Principles of deaf communication in the leisure services sector case

ENThe main organs of human senses: eyes, nose, ears, mouth, skin, thanks to which we know the world by touching, tasting, smelling, hearing and seeing it. Each sense helps to receive a wealth of information from the environment around us, thus forming a person as an independent personality. When one of these senses is disturbed, negative phenomena are observed. It is difficult to adapt to the environment, to form a personality, to be safe, etc. (Gutierrez-Sigut, et al., 2022; Kilimonytė, 2009). Hearing is especially important, it plays an important role in communication. Unlike hearing people, deaf people constantly face problems of communication and integration into society as equal members, which are determined by hearing impairment. Access to society is also severely limited by prejudice (many people feel uncomfortable trying to communicate with deaf or hard of hearing people) and lack of understanding of deaf language and culture. A particularly big problem for the deaf is communication with service sector personnel. The lack of communication between the staff in this area and the deaf greatly complicates the provision of opportunities for users of such services. The problems of deaf people’s communication with service providers, the possibilities of help are little studied, which makes this topic relevant and new. It is known that in many cases, the client’s own communication skills depend greatly on the social environment, cultural sophistication, and the time of the onset of the disorder, so each communication is very specific and individual (Amadeo, et al., 2022; Butkevičienė, 2008), which complicates the possibilities of communication, and encourages researching the analyzed topic in principle. As a result of hearing impairment, the communication capabilities of individuals deteriorate, and it is extremely difficult for service companies to understand the needs of such customers.Sometimes there are situations when the client needs information, and for its optimal provision it is important to properly collect the material. Knowing more about the client’s needs will depend on the professionalism of the service provided and the satisfaction of the client’s expectations. The choice of this topic was influenced by the fact that those working in the leisure service sector are not specially trained to communicate with the deaf and this creates many problems for both parties. The literature analysis and research was based on scientific literature Francisco & Mesquita, (Eds.) (2023); Hallahan and Kauffmam (2003); Butkevičiene (2008); Duthey (2013); Ališauskas (2003); Kelleher (2011) et al. The aim of the work: to analyze the principles of communication between the deaf and organizers of leisure services. Problematic questions: 1. What are the main accents of verbal and non-verbal communication between service providers and deaf people when providing services? 2. What emotional states are expressed by workers and deaf people? The rule of successful communication is to convey information in such a way that it is understood properly and correctly. Deaf customers face difficulties when information about services is oriented towards the hearing community. Deaf people’s understanding of information is determined by the way service providers communicate, sincerity, shown empathy, favor, empathy, respect, care – all elements are closely related. Each case of communication with a deaf person is different, but consists of the same basic components of communication: attentiveness and genuine interest. Verbal communication includes spoken language symbols, written text, while non-verbal communication takes place by conveying information through images, gestures, facial expressions, and similar methods.In order to improve communication both for the deaf and for employees, the first aid tool is a Lithuanian sign language interpreter, which would ensure a smooth flow of the conversation. If you do not have the opportunity to communicate with an interpreter, you can use literature for help, for example: a dictionary of Lithuanian sign language, as well as use the advice given by deaf people: stand in a clearly visible place near the client, speak slowly, do not fill out documents when communicating. Deaf clients feel tension, fear about their health condition, and because of communication difficulties. Service providers face various difficulties in performing service steps, assessing customer needs, providing information and ensuring a smooth service process. Employees who provide information to deaf people experience stress, confusion and frustration due to not being able to communicate with the customer. By using the complex aspects of communication and the help of Lithuanian sign language interpreters, a safe environment is created for deaf clients that removes the negative emotions experienced. Research methods. Using the method of theoretical analysis, scientific literature on the subject of communication is analyzed, communication conditions, methods, etc. are discussed. in the service provision process. Key words: Principles of communication, deaf people, leisure service, service.