Environmental factors

• Remove loud distractions
• Don't try to compete for attention
• Allow enough time
• Keep approaches consistent across the care team

Body language

• Stay still and face the person while talking
• Sit close (but don't invade their personal space)
• Get down to a person's level
• Make and maintain eye contact
• Use friendly and reassuring facial expressions
• Physical touch (where appropriate)
• Use hand gestures such as pointing
• Ensure your body and facial expressions match what you are saying and your tone of voice

Speaking

• Speak at a slower (not condescending) pace
• Use a pleasant and respectful tone of voice
• Remain calm and matter-of-fact
• Address the person by name
• Identify yourself by your name and position
• Use the specific names of people and places
• Avoid medical jargon
• Ask questions one at a time
• Allow time for the person to process and answer your
• Don't overload your client with questioning

Listening

• Be patient
• Listen to what the person may not be saying with their words, but with their body
• Try to work out the meaning behind the feelings and words they are expressing
• Don't be afraid to suggest words if they are struggling to find the right one
• Actively listen - offer encouragement by smiling and nodding
• Don't rush or interrupt the person

What not to do...

• Don't ask questions that rely on short-term memory in conversation, such as "what did you eat for breakfast?"
• Don't argue
• Don't be condescending
• Don't talk about the client as if they are not there
• Don't ignore the person if they have not made sense to you