They put the phone down before I was able to speak

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Sam

Sam Bagshaw tells us about the challenges of using the phone, and how he helped a company make changes for people with speech difficulties.

My name is Sam, I'm 29 and I have a stammer. I always used to avoid situations where I had to meet or talk to people, and especially use the phone. I even got my parents to make phone calls for me. Then, about three to four years ago, I started a TikTok account to make videos talking about my stammer. This gave me the confidence to use the phone more, meet new people and start new hobbies.

I eventually started making my own appointments over the phone at the dentist, optician's and doctor's, as well as ringing gyms to enquire about classes. A couple of times, these places put the phone down on me before I was able to speak, as they thought no one was there.

I feel more pressure when using the phone, especially when ringing the doctor's.

I feel more pressure when using the phone, especially when ringing the doctor's because I know they are busy and I'll have to wait a long time for them to answer. While waiting, I gradually feel more anxious. When they answer, they ask for your name and date of birth. I always struggle when saying my name and this makes me panic a bit because I can't say it quick enough. The receptionist might repeat themselves, wondering why I haven't replied to them, because my 'block' can be silent while I'm trying to get my words out. It makes me feel embarrassed but I can't do anything about it.

What helps

I prefer Facetime calls because the person you are speaking to can see you struggling and will hopefully wait until I finish my sentence. This make me feel less pressure to try to get the words out, and it might flow a bit better.

I like it when people are patient and don't finish my sentences for me, but I know they might find it uncomfortable, waiting and not being sure about what to do for the best.

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A couple of years ago, a company called IE Hub, who help people in financial difficulty or who need help budgeting, contacted me. They saw my TikToks and wanted to know if I had any ideas for how to make people feel comfortable when contacting them if they had a stammer. After talking with them, they added a question to their online contact form asking if people have a speech impediment. This makes their call centre staff aware if anyone has difficulty speaking, so that they know to be patient when calling them. I think it has been a success for the company, and it would be good if more businesses were aware of how hard it is for some people to speak on the phone, either because of a stammer, disability or from having a stroke.

This article is part of our campaign to End the Phone Call Nightmares. If you stammer, see the different ways you can get involved in the campaign to help make a difference. Are you an organisation? Read our guide for Getting Phone Calls Right, which includes details of our free online training workshops.

Read more Your Voice articles.