Communication Do's and Dont's

GENERAL PRINCIPLES

• Dementia may cause a disruption in brain signals that affect the ability to communicate.
• Non-verbal behavior has purpose and is a form of communication.
• Try not to show frustration, impatience, or anger if communication is impaired.
• If needed, take a break. Create a pause by taking a few deep breaths, counting to 10, getting a glass of water, or leaving the room.
• Use these techniques to help achieve and maintain calm, clean, safe and loved.

COMMUNICATION DO’S

• Respond to emotional needs.
• Do more listening, observing, and connecting.
• Mirror the other person’s mood. For example, if they’re enthusiastic, raise the energy level but if they’re sad, try a more subdued approach.
• Try to make any questions ones that can be answered by “yes” or “no.”
• Be patient when waiting for a response.
• Use positive language. Try not to say the word “no” or “don’t.”
• Use simple, direct language.
• Talk about one subject at a time.
• Use repetition and descriptive language to add specificity.
• Show respect and preserve dignity.
• Speak slowly and distinctively. Project a calm and reassuring manner.
• Give limited, specific choices rather than broad categories such as tea or coffee rather than something to drink.
• Turn questions into answers by affirmatively suggesting a desired behavior such as “let’s go the restroom” instead of asking if the restroom is needed.
• Call the person by name, use eye contact, and approach from the front.
• Reduce background noise.
• Employ humor at the appropriate time, but never at another’s expense. It can be a good way to cover over a communication mistake.
• Apologizing to the person can diffuse a situation.
• Acknowledge feelings associated with communication, even if it is incorrect information, then redirect the conversation.
• Engage the person in routine activities to preserve a feeling of belongingness.
• Be observant of reactions to communication and adjust as needed. Every day can be different.
• Allow the person to tell their stories, even if they are repeated.

COMMUNICATION DON’TS

• Do not take things too literally.
• Do not use baby talk.
• Do not rush.
• Do not correct or quiz.
• Try not to ask any question that requires short-term memory retrieval.
• Do not argue unless a safety issue is the problem. If so, give a short explanation that safety is important and then offer your understanding of the person’s feelings.
• Do not ask if the person remembers something, as this sets up the possibility of failing. Instead, include the person in conversation by connecting with a past memory using a story that is familiar.
• Avoid pointing out to the person that something that was told to them has been forgotten.
• Saying goodbye may be distressing, so it may be necessary to tell the person that an errand needs to be run in order to leave.