Telephone Tips for calling PWD (Persons With Dementia)

• 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 information
      • 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).