Why Do We Need to Improve Communication?
Everyone has the right to information and support to access Council services. Many people face barriers to their understanding of information due to factors such as cultural and language differences, sensory impairment and barriers to their understanding of information. A variety of approaches need to be used to overcome these obstacles.
The Council has a legal duty to provide information in community languages and alternative formats, but its approach to communication goes beyond its statutory duty. The Council guide, 'Communicating Effectively' reflects the Council's priority of providing high quality, best value services. It is part of the Equality Scheme 2011/12. Finally, it contributes to the Council's 'Customer First' strategy and its range of Customer Service Standards.
What Should Appear on All Publications?
All publications should state clearly that they can be made available in alternative formats and other languages, and who should be contacted about this. If possible this statement should be included on the front cover and in font size 16, or alternatively on the back cover. The statement should also appear in the main languages of Arabic, Chinese, Urdu, Hindi, Punjabi and Polish. Electronic versions of a number of phrases translated into these languages can be found on the Intranet or can be requested from Community Planning & Policy.
The following chapters explain how to go about getting alternative formats and translations produced.
It is up to individual services to arrange and budget for ethnic minority language interpreters to be present when needed or to arrange for translation of service specific information and/or documents.
Plain Language
Using plain language is the first step to ensuring that you communicate effectively with customers and stakeholders. For more information on plain language click here.
Email
Email is increasingly in use and should follow the same principles as other forms of communication. For some tips on communicating effectively using email click here.
Black and Minority Ethnic Communities
Communicating effectively with people from Black and Minority Ethnic Communities can be facilitated through interpretation services and translation services. For more information click here.
Communicating with Black and Minority Ethnic People
Information on Translation
Information on Interpretation
Useful contacts for Translation and Interpretation Services
Information on Language Line
Information on arranging meetings
Useful Contacts - BME communities
Hearing and Visual Impairment
Communicating with people who have a hearing or visual impairment requires understanding and is also supported by a number of means.
Hearing Impairment
For information on communicating effectively with people who have a hearing impairment click here.
Communicating with people who have a hearing impairment
How to use sign language interpreters
Textphones, Typetalk, Loop and Infrared Systems
Useful Contacts - hearing impairment
Visual Impairment
For information on communicating effectively with people who have a visual impairment click here.
Communicating with people who have a visual impairment
Information on using alternative formats
Useful Contacts - visual impairment
Dual Sensory Impairment
For information on communicating effecively with people who have a visual and a hearing impairment click here.
Learning Disability
For information on communicating effectively with people who have a learning disability click here.
You can download a PDF copy of Communicating Effectively
Please see also Procedural Guidance on Alternative Formats
