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Developing a Communication Plan to Fit All

Communication for All

A universal approach to communication benefits as many people as possible regardless of age, ability or situation.

General Communication Strategies

Tips to better communication include:

• Survivors should be asked about any communication methods that would be of helpto them prior to the administration of services.
• Verbally acknowledge upfront to the survivor that the number one priority is that you understand each other.
• The survivor and provider should develop a mutually agreeable system for signaling when the survivor needs a break.
• The provider should check in with the survivor throughout conversation by asking the survivor to paraphrase instructions or information discussed.
• Be aware, silence, on the survivor’s part, can mean a number of different things – the survivor might be experiencing a sudden inability to speak or they still may be interpreting what you said. Wait for the survivor to let you that they no longer want to continue the discussion.
• Be conscious about looking away from the survivor – this can signal that the conversation has ended.
• Be conscious of the survivor’s needs, even if they have not asked you to be.
• Consider having a collection of visual aids for the topics you discuss with survivors.
• Become knowledgable of the range of assistive technology available to help enhance successful communication with survivors who experience disability or are Deaf.

Honoring a Person's Need for Time

Remember, the best strategy during any communication is to honor the individual’s preferences for communication, even if preferences change or extra time is needed:

• Survivors of violence with disabilities or who are Deaf might require more time than your "average" person due to the nature of their functional limitation and environmental barriers.
• Allow extra time in conversations for someone whether or not the have a hearing aid or other assistive technologies.

Communicating through Visual Signals

In addition, much of communication occurs through the interpretation of visual signals. Therefore, it is important to:

• Avoid obstacles in front of your face, like your hand, a mug or a pen.
• Avoid having things in your mouth like gum or food.
• Always face a person so that she can figure out what you are saying from listening and speech reading simultaneously. Make sure there is an appropriate amount of light in the room in order to increase the clarity of your face.
• Eliminate as much glare as possible - do not sit with your back to a window or a bright light, the contrast will make your face appear dark and increase shadow.

Understanding Style and Tone of Language

Style and tone of language is also important. Speak in plain language without use of acronyms, jargon, slang, metaphors, and irony. This is helpful for survivors who do not speak English as a first language, who are under a lot of stress and who have poor concentration or other cognitive limitations. Tips include:

• Do not shout - shouting distorts speech; it also sends a visual signal that potentially is threatening.
• Speak at a moderate pace, naturally and clearly.
• If a person has difficulty understanding some particular phrase or word, try to find a different way of saying the same thing. Rephrase rather than repeat.
• Avoid sudden change in topic.
• Don’t drop your voice at the end of sentences.
• Make it a policy for your staff and volunteers to speak slowly with all survivors.

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