Baycrest Volunteer Handbook
19
• Speak slowly but naturally
• Make phrases short and simple
• Use the person's name frequently to hold attention
• Avoid open-ended questions. For example, instead of asking,
"What do you want to do this afternoon?" say "Let's go to
Bingo"
• Allow time for processing, understanding and responding
• Use real objects, gestures and body language to give
additional cues
• Use a calm, r
eassuring and pleasant voice
•
Look for cues in a person's facial expression, body language
and behaviour when you cannot understand the person's words
• Try to verbally interpret or re-phrase what you think the person
is trying to tell you and check whether you have understood
correctly
• Ask questions that the person may answer with a yes or no, a
gesture or a single word to clarify what they mean
• Offe
r two choices whenever possible (e.g., "Do you mean the
nurse
or the doctor?")
• Ask the person to write or spell words that he or she cannot
say (if they are able to)
• Ask the staff if the client uses any kind of communication
device
Most importantly, keep trying! Our clients with communication
challenges may be lonely and may find it difficult to make the extra
effort that is required to communicate.
Your efforts to understand
and
to be understood will be appreciated.
Hearing loss
• Sit or stand at the same level as the person with the
hearing loss
• Speak at a close distance – not greater than six feet
• Speak slowly and clearly, in a slightly louder voice, but do
not shout
