Telephone Tips For Calling People With Dementia

Telephone Tips for calling PWD (Persons With Dementia)EPSON MFP image

  • SPEAK CLEARLY & SLOWLY
    • One sentence, slight pause, next sentence, etc.
    • Sounds, Words & Meanings can become distorted
    • Sentences can run together and loose meaning
    • Brain is trying to process the conversation AND the meaning
  • DON’T YELL
    • Dementia doesn’t mean hearing impaired
  • STOP ALL OTHER CONVERSATIONS & DISTRACTIONS
    • Mentally & Verbally – concentrate on the call
    • Your small distractions can cause confusion
  • STATE EXACTLY WHAT YOU NEED & WHERE TO FIND IT
    • Account Numbers, Billing Date, etc. – explain where to find the information
    • Request Information one at a time – consecutive steps are confusing
  • REPEAT NUMBERS & IMPORTANT DETAILS
    • Processing numbers is Difficult – Say only THREE numbers or less at a time
  • AVOID TRANSFERRING THE CALL
    • If you MUST Transfer the Call
      • Give the name & number you are transferring to
      • Stay on the line and give the new person the caller’s name & explain the situation
    • CONFIRM ALL IMPORTANT INFORMATION
      • e. “Just to confirm, can you read me back the number I gave you”
    • BE THE LAST TO HANG UP
      • Give your caller time to process
      • It takes longer to process information – this ensures that all questions have been asked
    • LEAVING A MESSAGE
      • Provide all informationphone-calls
        • Date & Time of the call
        • Your Name
        • Company Name
      • State important information at LEAST TWICE
        • Phone Number, Company Name, Your Name and extension

 Many of these basic telephone etiquette tips can make a big difference in eliminating confusion for PWD (Persons With Dementia). Dementiadaze Logo2

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