Face to Face Conversations

When interacting with a person who has a disability that affects communication:

Treat the person with respect by talking directly to them, not just the individual who might be with them.
Speak naturally and clearly, using your normal tone, volume and rate.
If you can, move to a quiet, well-lit place to communicate.
Do not underestimate the person’s abilities.
Be patient. Do not rush the conversation.
Prepare to spend more time communicating.
Ask if there is anything you can do to make communication go smoothly.
Give the person opportunities to communicate what they want. Avoid guessing and overuse of Yes and No questions.
Be mindful of the person’s right to privacy.

If the person’s speech is difficult to understand

Watch the person as they are speaking.
Take the time to get familiar with the person’s speech.
Politely tell the person if you do not understand what they are saying, so that they can repeat it or communicate it in another way.
Video: Krystine

If the person uses a letter or picture board

Make sure the person has access to their communication board at all times.
Ask them to show you how they use their board, if it is not obvious.
It helps to write down the items that the person selects so that you can keep track of the message.
Vide: Colin

If the person uses a communication device

If the person has difficulty understanding what you are saying

Use clear, everyday language.
Avoid jargon, technical terms and long, ambiguous sentences.
Pause between your sentences to allow time for the person to process what you have said.
Ask if they want someone who knows them well to assist them in understanding information.
Show the person what you are talking about such as pointing to pictures, drawing or writing things down.
Video: Bill has aphasia after a stroke

If the person has difficulty hearing you

Find out if the person uses a hearing aid, if they have it and if it is working.
Sit in a place where the person can see you when you are speaking.
Speak normally, do not yell or shout, or talk too quickly.
Reduce background noise.
Use other ways of communicating such as writing, typing or showing examples of what you are talking about.

If the person has a support person with them

Speak directly to the individual, not to the accompanying person.
Ensure that the individual has access to their support person when needed.
Accept the person’s messages as conveyed to you by the support person.
The support person may also help the person understand what is being said.
Do not assume the support person makes decisions for the individual.
Check with the individual before sharing any confidential information with the support person and if required, have them sign a privacy agreement.
Video: Colin