Communication tips

Caring attitude
People retain their feelings and emotions even though they may not understand what is being said, so it is important to always maintain their dignity and self esteem.

• Be flexible and always allow plenty of time for a response
• Be friendly, but respectful
• Where appropriate, use touch to keep the person’s attention and to communicate feelings of warmth and affection
• A warm smile and shared laughter can often communicate more than words can

Body language

• Look directly at the person but do not stare and ensure you have their attention before you speak
• Use appropriate hand gestures and facial expressions
• Pointing or demonstrating with the assistance of visual cues can help
• Maintain eye contact by positioning yourself at the person’s eye level

The right environment

• Try to avoid competing noises such as TV or radio
• Stay still while talking, you will be easier to follow, especially if you stay in the person’s line of vision
• Maintain regular routines to help minimise confusion and assist communication
• It is much less confusing if everyone uses the same approach. Repeating the message in exactly the same way is important for all people involved in the person's care

Activities of Daily Living

• Plan steps and provide limited choices
• Use short prompts and speak slowly, using a calm and reassuring tone of voice
• Have realistic expectations
• Allow time for the person to respond
• Observe non-verbal communication and repeat message if necessary

• Don’t argue. It will only make the situation worse
• Don’t order the person around
• Don’t tell them what they can’t do. Instead focus on strengths and state what they can do
• Don’t be condescending. A condescending tone of voice can be picked up, even if the words are not understood
• Don’t ask a lot of direct questions that rely on a good memory
• Don’t talk about people in front of them as if they are not there.