| Communication
Communication is the interaction between you and the person
for whom you are serving. Positive communication can make your trip much
more enjoyable and reduce the potential for frustration.
Good communication goes hand in hand with listening and
is a skill that is learned in stages.
Principles of Good Communication
- Use positive and helpful body language (be aware of
what your facial expressions are telling them. Are you showing interest
in what they say?)
- Speak directly and clearly.
- Be patient. Take your cues from the rider’s behavior.
- Allow plenty of time for a response.
- Do not interrupt.
- Keep directions simple by explaining them one step at
a time. Reintroduce steps
- when necessary.
- Use easy to understand language.
- Don’t overwhelm the person with too much information.
- Be calm, or at least attempt to appear calm. (especially
your tone of voice!)
- Empathize. Try to put yourself in his place, so that
you can see their point of view.
- Avoid argument and criticism. This puts others on the
defensive.
- Ask questions. Encourage your client to talk.
If Your Client Has A Hearing
Impairment
- Face your client when you speak.
- Lower the pitch of your voice.
- Do not over-articulate.
- Rephrase your statements for clarity.
- Allow enough time for a response.
- Don’t shout. Shouting raises the pitch of your
voice. Older people more often lose the ability to hear higher pitches
than lower pitches.
|
