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One of our air ventilation technicians is deaf – Sign language and equality

Writer's picture: Mikael DenutMikael Denut


Valokuva asentajastamme Ragnar Arro

IVAeris Oy is pleased to announce that one of our technicians, Ragnar Arro, is deaf. Ragnar is a valuable member of our team, and his contribution is greatly appreciated by both us and our customers. We want to ensure that communication flows smoothly and that all our customers feel understood and valued. To support this, we have collaborated with the Helsinki Association of the Deaf and created a sign language guide.


Sign Language and Equality in Our Work Environment

Sign language and equality are central values at IVAeris Oy. In Finland, it is estimated that there are about 4,000-5,000 deaf individuals who use sign language. Deaf people often experience frustration with services or even direct fear due to communication challenges. Awareness of deafness and sign language among staff in the HVAC industry and other sectors is often insufficient. Communication between a deaf customer and a technician can be difficult, and a sign language interpreter is not always available.



Sign Language and Equality – Raising Awareness

For deaf individuals who use sign language, Finnish is often not their primary language, making it a foreign language to them. Sign language is typically their mother tongue. Professionals in the building services industry are often surprised when they encounter a deaf person. Many resort to using written text to communicate with deaf customers. However, if the deaf individual has limited literacy skills, they may struggle to understand written information related to building technology.


Writing can sometimes be an effective alternative for communication. If a technician chooses to communicate with the customer in writing, it’s important to indicate if the topic changes. As hearing individuals, we immediately notice when someone says, “Oh, by the way…,” but in written text, a change in subject may not be as clear. The written text should be short and very simple. This is not about a lack of intelligence, but about understanding in a foreign language—a challenge even for hearing individuals. Highly technical terms should be avoided, and key points should be emphasized.


Sign Language and Equality in Our Services

Example:

Instead of writing: “We are conducting an inspection of the heat recovery unit (LTO) and maintenance of the condensate drainage system because the technical property manager has noticed a sudden increase in energy consumption in the housing association, and now we are checking each apartment,” you could write: “We are here to clean/repair/maintain the ventilation.”


We have created a comprehensive sign language instructional guide, which can be downloaded here (in Finnish):

Additionally, we have developed a finger alphabet learning program, which can be found on our website:


Sormiaakkoset ohjelman näyttökuva, näytössä käsi viittaa "M" kirjain.

The finger alphabet is a handy way to communicate by spelling out letters with your fingers, and it’s often used to complement sign language, especially when precise names or technical terms are needed. With our learning program, you can easily learn and practice the finger alphabet.


Sign Language and Equality – Practical Tips

If a deaf customer can read lips, it’s important to remember that not all sounds are visible on the lips, and many sounds look similar. Typically, deaf individuals can understand about 30% of what is said through lip reading. There’s no need to exaggerate sounds; instead, speak calmly and take pauses between words. When using lip reading, be patient, and be prepared to repeat what you’ve said more than once. Facial expressions can also help support communication.


If a deaf person has a sign language interpreter, follow these guidelines:

  • Speak to the deaf person, not to the interpreter.

  • Speak normally; the interpreter will keep up.

  • The customer’s matters are not the interpreter’s business; maintain eye contact with the customer.

  • The interpreter does not answer on behalf of the deaf person, so don’t ask the interpreter about the customer’s matters.

  • The interpreter should be within the customer’s line of sight, preferably next to them.


We are proud to offer our customers even better service with the help of our sign language guide. Sign language and equality are important to us, and we hope this material helps reduce communication barriers and improves the customer experience. Together, we can create a more understanding and accessible service environment for everyone.


WE KNOW, WE CARE & WE GET IT DONE


IVAeris Oy

010 206 3000

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