Members article
By Jane Verity © dementiacareinternational
With Australia’s rapidly ageing population, dementia is an issue facing an increasing number people. With an estimated 57,000 new cases diagnosed in 2008 alone, it is highly likely that retailers and service providers will regularly meet and interact with people who have dementia or their carers.
In whatever context you interact with these customers, it is important to work towards a positive and rewarding experience for everyone involved. By utilising the following practical hints, you can ensure people with dementia will become your favourite and most loyal customers.
1. To develop a warm, friendly relationship:
- Look the person with dementia in the eye
- Say, ‘Hello, It’s lovely to see you,’ while giving them a welcoming smile.
- Avoid the question, ‘How are you?’
- Use body language to reinforce your sincerity and respect.
2. Speak directly to the person who has dementia and address your questions to them, not their companion or carer.
3. Ask simple questions, one at a time. Wait and listen carefully for the answer.
4. People with dementia can make choices if you simplify the process and only offer the two most appropriate choices. The words you use are vitally important.
- For example, if they need to choose between products, first say, ‘Today, do you need the large bottle (while you hold up the appropriate product) or the small bottle?’ (again hold up the appropriate product)
- Avoid asking, ‘Would you like…?’ as this is likely to elicit a ‘No!’ response.
5. When encouraging a person with dementia to go from one place to another, for example to another counter to pay for their selection, use the word ‘invite’. For example, ‘May I invite you to come with me to the other counter?’
6. Keep in mind these quick and easy communication tips:
- Always approach the person from the front
- Position yourself at their eye level
- Wait until the person looks up before talking
- Lean slightly towards the person when communicating
- Be attentive to the feelings and the needs behind the persons actual words
- Ask, ‘Who?’ ‘What?’ ‘Where?’ ‘When?’ and ‘How?’ questions
- Avoid asking, ‘Why?’ or ‘Do you remember?’
- Avoid words such as, ‘Should’, ‘Must’, ‘Ought to’, ‘Don’t’ and ‘No’.
- Repeat their key words if you don’t understand what they are trying to communicate.
People with dementia have a very well developed memory for emotional experiences. When you treat them with respect and make them feel special, they will have greater confidence and consider you a friend. They will then remember this positive response and be comfortable to repeat the experience.
Further Reading: Click Topic
- Communicating with Compassion – Extended Members article – Compassionate communication is the art of connecting with another person, heart-to-heart. It brings you in touch with yourself & your natural empathy, enabling you to overcome labelling language that normally blocks compassionate interactions. Learn how to communicate compassionately with a person with dementia.
- The Best Approach to Medical Appointments – Members article – Learn how to make a trip to the doctor’s easy & understand the reasons behind the person with dementia’s fear & response of ‘I won’t go & you can’t make me’.
- Making a Trip to the Hairdressers Easy – Members article – Discover tips & ideas on how to make a trip to the hairdresser a positive experience for the person with dementia, you the carer & the hairdresser.
- My Neighbour is Trying to Kill Me! – Members article – Reveals the deep symbolism behind this once seemingly delusional accusation.
- The Bus Stop Band-aid – Extended Members article– Jane Verity (Discover the emotions & reasons behind the words, I want to go home; learn positive ways to fulfill unmet needs & proven strategies to remove the necessity for the bus stop & other band-aid solutions. Also, learn why ‘Best’ is the enemy of greatness.)
Resources:
- Understanding Symbolic Language – 7 Step Symbol Solver – A3 poster – See our Product Page