Communication access in the retail environment for people with complex communication needs

To identify what facilitates retail communication access for people with complex communication needs, and the impact of communication in this context on social inclusion. Seven adults with lifelong or acquired complex communication needs who used augmentative and alternative communication devices (AAC) and nine retailers participated in interviews to determine factors that contributed to communication access and inclusion. Interview data were analysed using the grounded theory method within an ecological model of social inclusion. Retail participants did not differentiate between disabilities and their lack of understanding of complex communication needs was a barrier to inclusion. Participants with complex communication needs had received little preparation from speech-language pathologists on how to use AAC effectively when shopping. Communication access was achieved predominantly through participants’ individual self-advocacy. Organisational and systemic measures are needed to better inform retailers about their responsibilities toward people who use AAC. Business prioritisation of communication access, government programs that differentiate and support people with lesser-known disabilities such as complex communication needs, and speech-language pathology support to use AAC in the retail environment is likely to improve communication access and social inclusion.Implications for rehabilitationThere is an urgent need to consider.Social policy that differentiates people with complex communication needs and contributes to public awareness of their communication needs.Directly-delivered training for retailers on adjustments for communication access for people with CCN.Support from local disability advocates, speech-language pathologists and disability services for self-advocacy with retailers by people with CCN.Early training aimed at all stakeholders by speech-language therapists in the use of speech generating devices when retail shopping. There is an urgent need to consider. Social policy that differentiates people with complex communication needs and contributes to public awareness of their communication needs. Directly-delivered training for retailers on adjustments for communication access for people with CCN. Support from local disability advocates, speech-language pathologists and disability services for self-advocacy with retailers by people with CCN. Early training aimed at all stakeholders by speech-language therapists in the use of speech generating devices when retail shopping.

本研究旨在明确可助力存在复杂沟通需求（complex communication needs, CCN）人群获取零售场景下沟通通路的相关因素，以及该场景中的沟通行为对其社会包容的影响。
本研究招募7名终身或后天罹患复杂沟通需求、且使用辅助与替代沟通设备（augmentative and alternative communication, AAC）的成年受试者，以及9名零售从业者参与访谈，以梳理影响沟通通路获取与社会包容的相关因素。
本研究基于社会包容生态模型，采用扎根理论法对访谈数据展开分析。
零售从业者未能区分不同类型的残疾，且其对复杂沟通需求缺乏认知，这成为阻碍社会包容的一大障碍。
存在复杂沟通需求的受试者几乎未从言语语言病理学家（speech-language pathologist, SLP）处获得关于购物场景下有效使用辅助与替代沟通设备的相关培训指导。
沟通通路的获取主要依赖受试者个体的自我倡导。
亟需制定组织与系统性措施，以帮助零售从业者更好地理解其对辅助与替代沟通设备使用者应承担的责任。
将沟通通路获取纳入商业优先事项、出台针对复杂沟通需求这类鲜为人知的残疾人群的差异化扶持政策，以及在零售场景中提供辅助与替代沟通设备使用的言语语言病理支持，均有望改善沟通通路获取情况并提升社会包容度。

### 康复领域启示
亟需从以下维度开展相关考量：
1. 社会政策层面：需对存在复杂沟通需求的人群予以差异化界定，并提升公众对其沟通需求的认知水平；
2. 从业者培训层面：应为零售从业者提供专项培训，使其掌握针对复杂沟通需求人群的沟通通路适配调整方法；
3. 第三方支持层面：需依托本地残疾人倡导者、言语语言病理学家及残疾人服务机构，为复杂沟通需求人群在与零售从业者沟通时的自我倡导提供支持；
4. 早期教育层面：言语语言治疗师（speech-language therapist）需面向所有相关主体开展早期培训，教授其在零售购物场景中使用言语生成设备的相关技能。

亟需从以下维度开展相关考量：
1. 社会政策层面：需对存在复杂沟通需求的人群予以差异化界定，并提升公众对其沟通需求的认知水平；
2. 从业者培训层面：应为零售从业者提供专项培训，使其掌握针对复杂沟通需求人群的沟通通路适配调整方法；
3. 第三方支持层面：需依托本地残疾人倡导者、言语语言病理学家及残疾人服务机构，为复杂沟通需求人群在与零售从业者沟通时的自我倡导提供支持；
4. 早期教育层面：言语语言治疗师需面向所有相关主体开展早期培训，教授其在零售购物场景中使用言语生成设备的相关技能。