This interactive session will explore how individuals working with Deaf and hard of hearing individuals in banking environments can ensure interactions are culturally sensitive and appropriate. We will take a deep dive into Deaf culture and combine this with practical, real-life stories and situations to help front-line employees and management appropriately respond to the needs of Deaf and hard of hearing individuals while maintaining a professional level of respect, objectivity and identity.

After the training, participants will:

• Understand Deaf and hard of hearing individuals’ sociocultural experiences and their relevance in banking settings;
• Recognize language differences, body language and expressions of emotions;
• Apply techniques and strategies to effectively identify possible challenges Deaf and hard of hearing customers and employees may encounter due to cultural and communication differences; and
• Implement strategies to bridge communication and cultural gaps between Deaf/hard of hearing and hearing individuals.

While banking institutions have proactively provided employees and customers with a wide range of accommodations, these efforts may not entirely address the needs of individuals with disabilities, let alone those who are Deaf and hard of hearing. Consequently, these organizations ultimately fail to create equitable and inclusive environments. With an emphasis on creating user-centered environments, we will discuss the fundamental differences between simply providing accommodations and cultivating equitable, inclusive and accessible environments that benefit not only your Deaf and hard of hearing employees and customers, but everyone within your organization.

Participants will leave this training with:

• An understanding of potential communication and cultural gaps between Deaf/hard of hearing and hearing individuals,
• An appreciation of how potential communication and cultural gaps may impact inclusion, equity and accessibility initiatives in banking settings; and
• Evidence-based practices and strategies designed to incorporate accessibility as an integral component of your organization’s diversity, equity and inclusion (DE&I) strategy.

While diversity, equity and inclusion (DE&I) initiatives are plentiful, we will explore how failing to prioritize accessibility within your organization’s DE&I strategy may negatively impact your employees and customers, including those who are Deaf and hard of hearing. To overcome roadblocks and resistance to change, we will discuss how organizational leaders can build a business case that supports driving product and brand accessibility, as well as dedicating appropriate and adequate resources to significantly reduce, if not eliminate, the systemic barriers that have historically impacted employee and customer experiences in banking settings.

Participants will leave this interactive workshop with:

• Best practices to tie provision of services to organizational goals and leverage support from the top-down to accelerate accessibility in your organization;
• Techniques to generate community awareness about your organization’s commitment to accessibility within your overall DE&I strategy; and
• Strategies to overcome resistance regarding the perceived costs associated with creating an accessible user-experience for employees and customers.

As unconscious biases are created and often reinforced by our environments and experiences, we will explore how potential individual and systematic biases may negatively impact the Deaf and hard of hearing candidate/employee and customer experience with your organization. Through Deaf lens, the presenter will discuss best practices for front-line employees and management to identify unconscious biases and create inclusive, equitable and accessible experiences for Deaf and hard of hearing customers and colleagues.

After this interactive session, participants will:

• Recognize what power and privilege looks and feels like from the perspective of Deaf individuals;
• Understand and apply best practices to determine which privileges to leverage, minimize or divest;
• Apply tips and strategies discussed to hold other employees accountable for their actions; and
• Utilize promising approaches for more open and authentic dialogue with Deaf and hard of hearing individuals.

While inclusive marketing is all the buzz, do you know how your marketing communications are perceived by Deaf and hard of hearing individuals? During this interactive session, we will take a deep dive into this diverse community and discuss how Deaf and hard of hearing individuals have long been under- and misrepresented in marketing campaigns. We will also identify fundamental steps your organization can take to deliver accessible and culturally sensitive marketing communications that resonates with your Deaf and hard of hearing customers and employees. Together, we can change the perception of what inclusive marketing can mean and influence social change.

Participants will leave this session with:

• Best practices to ensure marketing touchpoints deliver a consistent experience that is inclusive of and accessible to Deaf and hard of hearing individuals;
• An appreciation of the various experiences Deaf and hard of hearing individuals have as they interact with different brands across various marketing channels and platforms;
• An understanding of how cultural appropriation, marginalization and potential ableism as it pertains to Deaf and hard of hearing individuals can impact brand equity and perception; and
• Evidence-based practices and strategies designed to increase real and appropriate representation of the diverse Deaf and hard of hearing community in marketing initiatives.