To support Phoenix Energy’s Vulnerability strategy, four of its Vulnerability Champions recently completed an online Deaf Awareness course hosted by Signature, the UK’s leading awarding organisation for deaf communication and language qualifications.
The course helped deepen their understanding of deafness and hearing loss and the fact that these experiences aren’t always visible. It also highlighted the importance of thoughtful, respectful communication to ensure all customers feel acknowledged and supported.
Speaking of the training, John Graham explained “I found the training very worthwhile as a Vulnerability Champion, especially the sections on understanding deafness, communication methods, and communication aids.”
“It gave practical tips, like maintaining eye contact if possible, speaking clearly and ensuring the environment is suitable for lip reading, which are invaluable for anyone interacting face-to-face with customers who are deaf. I believe this course would benefit all energy advisors who may come across customers with hearing loss."
Vulnerability Champions have been identified from different customer facing departments across Phoenix Energy and provide additional support and guidance for colleagues when handling more complex vulnerability cases. Completing this Deaf Awareness training enhances their ability to support customers who are deaf or hard of hearing, helping make every interaction more personal, respectful, and inclusive.
Signature is a national charity and the leading awarding body for deaf communication and language qualifications in the UK. With over 40 years’ experience, they have supported more than 500,000 people to learn British Sign Language (BSL).
Pictured from left to right are Vulnerability Champions, Fra Kane, Andrew Clarke, Annemarie Scott and John Graham.