Effective communication

Effective communication is not always easy in the best of circumstances. We all need to listen to each other more and take more care in choosing the words that we use. Extra skills may be needed when talking to people who don't see, hear or comprehend in the same way as you do. These skills are all based on understanding and trying to empathise with the person you are talking to. Many of the items listed below may seem like common sense, but common sense is often a lot easier to recognize in hindsight.

People with no or partial sight

• Do not surprise people; make sure they are aware that you are close.
• Tell your client who you are.
• You could use touch to let them know you are speaking.
• Do not shout but speak in a clear way.
• Include your client in conversation.
• Describe objects and events.
• Encourage your client to talk.
• Explain when you or other people are leaving.
• Check that the lighting is comfortable.

People with dementia

• Make sure aids are working properly, for example, dentures, hearing aid.
• Use short, simple sentences; speak slowly.
• Tell clients what you are going to say; then say it then tell them what you have said.
• Talk about one thing at a time.
• Find similar ways of saying things, or repeat if necessary.
• Objects and pictures can help those who are confused.
• It can be embarrassing for clients to be directly contradicted.

People with learning difficulties

• Work at creating an atmosphere where your clients know they, and what they have to say, is valued.
• Support clients in expressing themselves.
• Do not rush: let clients take their time.
• Support your verbal communication with gestures and touch.
• Do not hurry to do things for clients before they have had a chance to say what they want.

People who have had a stroke

• Do not shout; speak slowly and clearly.
• Do not say too much at once; give clients space to absorb what you have said and respond.
• Do not talk to clients as if they are children.
• Use a variety of methods of communication, for example. gestures, drawing. writing, pictures.
• Keep pen and pencil near your client.

People with poor or no hearing

• Try not to surprise people by approaching them from behind.
• Make sure you have your client's attention.
• Use the best ear and sit close.
• If you are in a good light your client will be able to lip read better.
• Do not cover your mouth: speak normally in sentences.
• Give time to adjust to a hearing aid.
• Do not rush; have patience; use different words if necessary.
• Use a back-up if necessary (writing; sign language).
• Remember it can be tiring for your client.

People who are not fluent in English

• Make sure you pronounce any unfamiliar names correctly.
• Speak clearly without raising your voice.
• Do not speak quickly.
• If you are not understood, repeat what you said using the same words. Changing words can be confusing.
• Try not to use expressions only used in English such as 'spend a penny'.
• Keep sentences simple.
• Do not speak broken English (you .... drink .... tea). It isn't helpful and sounds as if you think clients are stupid.
• Use a clear logical order.
• Focus on one thing at a time. Make sure your client understands before moving on.
• Using pictures may be helpful.