Strategies for positive interactions: factsheet

 

  • Keep a quiet and calm manner

  • Always check the service user’s preferred name

  • Is English their first language, if not you may need to adapt your phrasing

  • Never assume: That they are not hearing impaired 

  • Allow for silences to allow thinking time

  • Don’t be distracted- keep your interaction focussed on your intended outcomes but by listening carefully to what is being said, you may have to be prepared to adapt these 

  • Clearly state agreed outcomes in a focussed way

  • Check that the service user is fully in agreement with you

  • If needed, can you write/bullet point/text/voicemail agreed outcomes as a memory prompt 

  • Lastly but importantly check that the person is fully comfortable with their literacy skills