Communication suited to the service user
A service user is a person who receives care or support. Good communication starts with looking at the person, not at the task. Ask yourself: can they hear me, see me, remember what I say, answer me, and understand my language?
- Hearing difficulty: get attention first, face the person in good light, stand close, speak slowly and clearly (do not shout), rephrase, and write key words.
- Sight difficulty: say your name when you arrive, describe what you are doing, tell them before you touch, and say where things are.
- Memory difficulty: short sentences, one question at a time, calm voice, same words when repeating, no arguing. Use a calendar or photos.
- Speech difficulty: give time, ask yes/no questions, use pictures or gestures, and do not finish their sentences.
- Another language: simple words, gestures and pictures, or ask an interpreter.
Always use a respectful tone and the name the person likes. Never talk as if they were a child, and never talk about them as if they were not there.
Building relationships with service users
A good relationship is built on trust. Trust grows step by step: greet by name with a smile, listen fully without interrupting, show you understand ("that sounds hard"), keep promises and be on time, and respect their choices and privacy.
Small habits help: knock before entering, explain before you act, ask permission, and give choices ("tea or juice?"). Trust is slow to build and fast to break, so never promise what you cannot do.
Building relationships with families
Families know the person well and often worry. Treat them as partners. Greet them kindly, listen to their worries, give clear information at the right time, and thank them for what they tell you.
Confidentiality: private facts about the person (health, money, family matters) are shared only with the person's permission, or with the people who need them to give care. Do not discuss them in public places or with neighbours. If a family member asks for something you cannot give, say kindly what you can do and who can help. If there is a disagreement, stay calm, do not take sides, and tell your supervisor.
Try it
At home: play with a partner. Ask them to wear earplugs or cover their ears lightly. Try saying a sentence from the far side, then close and facing them. Then try a short sentence and a long one with a person who "forgets". In the 3D, pick each difficulty in free play and compare the tips.
Key formulas and definitions
- Match: fit your way to the person's need
- Trust = greet + listen + keep promises
- Memory: 1 short sentence + 1 question
- Family: partners, share with permission
- Private things stay private
Worked examples
1. Mr. Khan cannot hear well. How do you tell him lunch is ready?
Get his attention, stand close and face him in good light, say slowly "Lunch is ready", and show or write "Lunch" on a card. Do not shout.
2. Mrs. Nair has memory difficulty and asks the same question again. What do you do?
Answer calmly in the same short words each time. Do not say "I told you". If she is upset, comfort her first, then answer.
3. A neighbour asks about Mr. Rao's illness. What do you say?
Kindly say you cannot share a person's private health information. Suggest they ask Mr. Rao or the family.
Common mistakes
- Shouting at a person with hearing difficulty instead of facing them and speaking clearly.
- Asking many questions at once to a person with memory difficulty.
- Talking about the person in front of them as if they are not there.
- Sharing private information with neighbours or on social media.