Developing genuine relationships with clients is a cornerstone to improving communication. There are also some universal strategies you can use, and with a number of clients you can help by using strategies to improve their memory and attention. Show
Having a genuine, hopeful and empathetic client/worker relationship makes a difference to the lives of clients. When you're working with people with complex needs, this relationship is particularly important as it's likely the person will have experienced 'service system fatigue' and feel that services they've been involved with in the past have given up on them. Developing solid engagement and rapport and developing and maintaining boundaries are key components of developing this relationship. Rapport and engagement
Establishing solid engagement and rapport with your client cuts across all theoretical approaches and is one of the most important tools in successfully supporting someone to participate in a drug and alcohol program. When supporting a person with complex needs, use the following engagement strategies:
"As we gradually get an understanding of the person we are able to have a much more personalised approach" (Staff member, Karralika Programs Inc, April 2012). BoundariesDeveloping and maintaining professional boundaries is an important part of a genuine, hopeful and empathetic relationship between worker and client. Consider the following points when working with people with complex needs:
Universal communication strategies are beneficial to all service users and are particularly valuable when working with people with complex needs. They support service access and participation for all people using your service, and many of these strategies cost little or nothing to implement. Strategies include modifying language, establishing rapport and involving clients in their care and service planning. Having universal communication strategies in place helps you and your service comply with legislation and accreditation standards relating to access and equity.
Face-to-face communication is the most effective way of communicating with someone. If it's not possible to communicate face to face and you have to rely on phone or email communication, be aware of the communication challenges that present when cues like body language and facial expressions are not available. For example, if you know or suspect someone has specific cognitive functioning difficulties related to communication and comprehension and you have to speak to them over the phone, use strategies to make sure they've understood what you've said. This may include having a support person or advocate for the client involved in the phone conversation. Also, be aware of how you're communicating, including your use of complex words, or long sentences in which multiple pieces of information are included. Verbal communication tips
"With this approach [universal design] there doesn't have to be a separate program or special testing or treatment for people with cognitive impairment - programs are already suitable." (The Lyndon Community staff, 2012) The Intellectual Disability Rights Services has developed a guide called Introduction to Intellectual Disability (IDRS 2009) that contains a summary of communication tips to use when working with people with intellectual disability and people with cognitive impairment. It was developed by Robert Strike, a leading advocate for people with intellectual disability in NSW and gives the following advice:
See also Maximise People's Ability to Make Their Own Decisions (IDRS 2004) Written and visual materialsMany people find it difficult to understand complex text, so it's essential to consider the literacy needs of your client group. The Australian Bureau of Statistics (ABS) has identified that almost half of Australian adults have literacy skills considered inadequate to meet the demands of common daily activities. This includes understanding narrative texts and completing forms. See the figure below for the results of the 2006 Adult Literacy and Life Skills Survey conducted by the ABS (ABS 2006, reissued 2008). Literacy levels are affected by a range of factors, including school leaving age, quality of education, having English as a second language, and learning disabilities or cognitive impairments. People with a disadvantaged background are more likely to have literacy problems. Adult literacy in Australia
Source: ABS 2006, reissued 2008 Preparing written materials that are easy to understand will ensure they're accessible to a wider audience and will lessen disputes or difficulties that can occur through misunderstandings. 'Plain English' and 'Easy English' (see below) can both be used to make written material more accessible. What is plain English and when should I use it?Plain English is a flexible and efficient writing style that readers can understand in one reading. It combines clear, concise expression, an effective structure and good document design (Plain English Campaign). Plain English should be used for any information that's in the public domain and that the public uses to make decisions. What is Easy English and when should I use it?Easy English (also known as 'easy read' or 'easy to read') is a simple and controlled writing style developed for people who have difficulty reading and understanding information. Easy English identifies the key points a person needs to know and the most direct and concise way to say it, and includes the use of relevant images. Easy English documents are usually developed for a specific target audience. Documents that provide essential information that helps a person make an informed decision or where action is required should be developed using Easy English. There are a number of resources available to help people develop documents that use plain English and Easy English. The types of written materials that may need to be modified in a drug and alcohol service are:
Services often already use signage that incorporates plain or Easy English, usually for health and safety. For examples of signs to promote fire exits, hand washing and cough etiquette refer to the figure below. Easy English signage examples
You should make sure all materials meet plain English requirements at a minimum, and consider when Easy English should be used. All clients will benefit from the use of both plain and Easy English, whether or not they have literacy problems. Staff may feel uncomfortable using Easy English, thinking they are being condescending or patronising. But anecdotal evidence shows this is not the case, and people are happy to receive materials in this format. By developing materials in consultation with the target audience, and being sensitive and responsive to their needs, you will ensure this doesn't happen. The NSW Council of Intellectual Disability (NSW CID) partners with Scope Victoria to facilitate Easy English writing courses in NSW. These courses cover the essential skills to develop written information for people with limited literacy. For more information contact NSW CID. Written materials tips
Using visual aids to support written materialsThe use of visual aids (images, symbols, illustrations) and audiovisual materials can help the reader understand and remember key information. Incorporating images into text can be done for minimal or no cost and commercial software is available to assist you develop visual aids, including:
A wide range of stock images can be sourced from a number of websites such as Shutterstock. Microsoft Office software also includes a searchable range of ClipArt images. You can also use images relevant to your service by creating photos or drawings. When using visual aids:
A person who has difficulty remembering, concentrating or paying attention may use specific compensatory strategies to improve their functioning. You should support the use of these positive compensatory strategies and, if the person hasn't developed their own strategies, work with them to test a range of strategies they could use. Compensatory strategies include (Synapse 2011a, 2011b):
The Intellectual Disability Rights Services (IDRS) has developed a guide called Introduction to Intellectual Disability (IDRS 2009) that contains a summary of points to consider when working with people with intellectual disability and people with cognitive impairment. See also the fact sheet Maximise People's Ability to Make Their Own Decisions (IDRS 2004) For further information on what written materials and information may suit your service see Making Your Service Complex Needs Capable. See also scopevic.org.au for a range of resources on easy english. Back to top |