Scoring

Follow the steps below to determine the score for Clarity of Communication.

Step Action 1 Does the customer use a recognizable language, non-verbal form of communication, or formal symbolic substitutions, such as writing a note or American Sign Language? If YES, continue to step 2. If NO, STOP. Give the customer a score of 4. 2 Does the customer use speech or another form of communication that is ONLY understood by those who know the person well or who are trained in the alternate form of communication? If YES, STOP. Give the customer a score of 3. If NO, continue to step 3. 3 Does the customer use a non-verbal form of communication that others understand, such as writing, communication board, gestures, or pointing? If YES, STOP. Give the customer a score of 2. If NO, continue to step 4. 4 Does the customer use speech that is understood by strangers with some difficulty? For example, the customer’s speech is unclear and others can only understand most of the words by paying close attention. If YES, STOP. Give the customer a score of 1. If NO, continue to step 5. 5 Does the customer speak clearly and is easily understood? If YES, STOP. Give the customer a score of 0. If NO, the customer meets some scoring criteria above. Go back to step 1.