Lessons from NAD Conference Make Phoenix a More Deaf-friendly City
August 30, 2016
Frontline employees from Phoenix’s visitor industry now are better equipped to communicate with deaf and hard-of-hearing individuals thanks to the city’s recent hosting of the 53rd Biennial National Association of the Deaf Conference.
In advance of the conference, which was held at the Phoenix Convention Center July 5-9, the National Association of the Deaf teamed with deaffriendly to conduct a two-hour workshop focused on deaf-friendly customer service.
More than 200 travel and hospitality professionals attended the workshop, including staff from Visit Phoenix, the Phoenix Convention Center, Aventura Catering, the Downtown Phoenix Ambassadors and downtown hotels.
Margie Chemnick, who works at the downtown Phoenix Visitor Information Center, said the workshop’s instructors stressed empathy and practicality. One of the most memorable exercises, she said, was designed to deprive the attendees of sound cues vocal communication.
“It was frustrating - and enlightening,” Chemnick said. “It taught all of us how it feels to be deaf in a hearing world.”
The workshop was led by deaffriendly CEO and founder Melissa Greenlee and community outreach manager Socorro Moore.
They provided some basic American Sign Language (ASL) training and shared deaf-friendly tips such as being aware of one’s physical presence - so as not to block views of screens - and using bright yellow or orange paper to make signs easier to read.
“I now know how to say ‘good morning’ and ‘how are you?’ in sign language,” Chemnick said, adding with a laugh, “I can also tell someone where Starbucks is using sign language, which is very important.”
The Starbucks inside Phoenix Convention Center was one of several downtown businesses that made changes to better accommodate NAD Conference delegates.
A deaf barista who attends nearby Arizona State University assisted the coffee shop’s staff for the duration of the conference, and menu cards were printed so deaf customers could write down their orders in advance of approaching the counter.
At the Renaissance Phoenix Downtown Hotel and Hyatt Regency Phoenix - which, between them housed about 500 conference guests - closed captioning was turned on for TVs in the hotels’ lobbies, bars and restaurants, and housekeeping staffs were instructed on how to enter a deaf guest’s room.
Several hotel bartenders attended the customer-service workshop, learning ASL signs for work-specific words like “water,” “wine,” “beer,” and “margarita”
All Phoenix’s preparation seemed to pay off: Numerous complimentary reviews of the conference experience were posted on deaffriendly.com.
Visit Phoenix, which operates the Downtown Phoenix Visitor Center, booked the NAD Conference. More than 1,500 delegates attended the event, according to conference planners.
The Phoenix Convention Center previously has welcomed deaf guests for the Deaf Nation Expo, the Arizona Commission for the Deaf and the Deaf Research Foundation.
Partner Voices
Overview:
The award-winning Orange County Convention Center (OCCC) goes the extra mile to make every day extraordinary by offering customer service excellence and industry-leading partnerships. From their dedicated in-house Rigging team to their robust Exhibitor Services, The Center of Hospitality brings your imagination to life by helping you host unforgettable meetings and events. With more than 2 million square feet of exhibit space, world-class services and a dream destination, we are committed to making even the most ambitious conventions a reality.
In October 2023, the Orange County Board of County Commissioners voted to approve allocating Tourist Development Tax funding for the $560 million Phase 5A completion of the OCCC. The Convention Way Grand Concourse project will include enhancements to the North-South Building, featuring an additional 60,000 square feet of meeting space, an 80,000- square-foot ballroom and new entry to the North-South Building along Convention Way.
“We are thrilled to begin work on completing our North-South Building which will allow us to meet the growing needs of our clients,” said OCCC Executive Director Mark Tester. “As an economic driver for the community, this project will provide the Center with connectivity and meeting space to host more events and continue to infuse the local economy with new money and expanding business opportunities.”
Amenities:
The Center of Hospitality goes above and beyond by offering world-class customer service and industry-leading partnerships. From the largest convention center Wi-Fi network to custom LAN/WAN design, the Center takes pride in enhancing exhibitor and customer experience.
The OCCC is the exclusive provider of electricity (24-hour power at no additional cost), aerial rigging and lighting, water, natural gas and propane, compressed air, and cable TV services. Convenience
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OCCC Events:
This fiscal year, the OCCC is projected to host 168 events, 1.7 million attendees, and $2.9 billion in economic impact.
The Center’s top five events during their 2022-2023 fiscal year included:
AAU Jr. National Volleyball Championships 2023
200,000 Attendees
$257 Million in Economic Impact
MEGACON 2023
160,000 Attendees
$205 Million in Economic Impact
Open Championship Series 2023
69,500 Attendees
$89 Million in Economic Impact
Sunshine Classic 2023
42,000 Attendees
$54 Million in Economic Impact
Premiere Orlando 2023
42,000 Attendees
$108 Million in Economic Impact
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