LINCOLNSHIRE Ill. Kona Grill restaurant here has improved communication throughout the operation. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
Watson, who lost her hearing during college and reads lips, has taught co-workers the importance of slowing down, making eye contact, and speaking clearly to each other and to customers. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
“Having Nancy here has been great for the entire team,” said Miriam Kelly, who has managed the Kona Grill unit for the past year. “She has taught me a lot about communication. I speak very fast, and I have a tendency to do drive-by conversations. With Nancy, she really forces you to communicate, to make sure you have eye contact and articulate what you are saying. That has helped me tremendously.” —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
While unemployment rates are higher among people with disabilities than those without, Watson says she has always been able to find work in the restaurant industry. She’s been a server and a bartender and was promoted into a management position at Kona Grill last May. The unit in the Chicago suburb of Lincolnshire is one of 20 casual-dining restaurants operated by Phoenix-based Kona Grill. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
Watson is among the 1 million Americans over the age of 15 who are unable to hear, according to 2005 statistics the U.S. Census Bureau released in December. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
About one in five residents, or 19 percent, reported some level of disability in 2005, the most recent year for which data is available. These 54.4 million Americans are roughly equal to the combined total populations of California and Florida. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
In January, 13.2 percent of people with disabilities were unemployed, while 8.3 percent of people with no disability were unemployed, according to the U.S. Bureau of Labor Statistics. The national average rate of unemployment was 7.6 percent last month. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
Most customers have no idea Watson can’t hear them. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
“Some guests come through our doors and would never know I was deaf,” Watson said. “Others, especially our regulars, have to be told so they remember to look at me.” —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
Some staff members have attempted to learn American Sign Language. The restaurant’s busser, Donald Cutler, also is hearing-impaired and has tried to teach the staff some simple sign language gestures, but he also reads lips. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
For Watson, losing her hearing forced her to be a student of communication, and that has helped her in management, she said. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
“It is so frequent these days not to look at a person when you or they are talking,” Watson said. “It is a respect issue as well as a coping technique.” —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
To summon Watson when she can’t see them, employees push a doorbell-like button at the host stand that vibrates a pager Watson wears. Employees also know it is OK to tap her on the shoulder to get her attention. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
Being deaf, however, is usually not much of an issue for Watson or for her co-workers. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
“Mostly it’s not the deafness that dictates how I manage, but my ability to learn how each staff member responds to being managed,” she said. “In this business we frequently ask our servers to read their tables and cater to their guests’ needs. The same should be applied when managing staff. Add this to consistence, kindness and a positive attitude, and anything can be accomplished.” —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
Watson is good at putting people at ease with her disability, Kelly said. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
“At first I was nervous when she started here, but I was able to get over that very quickly,” Kelly said. “Nancy is gracious and has a sense of humor about being deaf.” —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
Watson started to lose her hearing in high school and lost it completely when she was a sophomore at Arizona State University. She learned American Sign Language and relied more on reading lips. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
“It’s funny,” she says. “I grew up a very shy, meek girl. Once I lost my hearing, there was only one way to be ‘heard.’ I am probably the most talkative and social deaf person you will ever meet. I learned to become my own advocate.” —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
Becoming a manager also has helped her become a better “listener,” Watson said. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
“The move to management teaches you that you cannot make everyone happy all the time,” she said. “However, you can be more creative and listen, and more times than not, situations become easier.” —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
Not being able to make calls easily or use the phone can be a hassle as a manager, but Watson does not dwell on what she can’t do. She applies that same approach with the staff, staying focused on their abilities, not their inabilities. —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
“We all have deficiencies in some form or another,” Watson said. “The goal in life is not to hide our differences, but to adapt to the wonderful and ever-changing world around us. It’s a choice to be happy each day. I welcome the challenges, because for me, they are what caused me to grow.” —Although Nancy Watson can’t hear her customers or her employees, the deaf manager of the
