Adapting communication for different people

1. Approach everyone with an open mind

When preparing as part of the behaviour support process, you will review information and form an idea of who you are going to meet.

You might read a participant’s communication profile or seek guidance from the person’s support network to better understand the person before meeting them (e.g., their likes/dislikes, communication methods they use, etc.).

This will inform you and can also influence your ideas.

Take this information as a useful guide, without pre-judging people. This will help you approach your first communications positively and openly, without preconceived ideas about the person you are supporting, such as their capacity:

2. Discuss the person’s wants and needs for the behaviour support planning process

People have the right to choose how they would like to engage with the process – or if they choose to engage with it at all.

Your role is to help them understand their communication rights. This includes checking they are comfortable with who is (or is not) involved in the conversation.

You can use the Spectrum of Participation resources to assist with having this conversation.

If the person chooses not to engage in the process, respect that decision and seek guidance from their support network instead.

3. Be aware of what influences your communication style

This can include your experience, skills and knowledge. Reflecting on your own background will help you consider how you might need to adapt your communication style to align with that of the person you are meeting. It will also help you identify any new skills or knowledge you need to develop to help you engage with the person.

For example, using ‘professional’ language may make you seem less approachable or difficult to understand by a person with a different background. Consider using plain language as much as possible (especially talking about behaviour support) or Easy Read if that is the person’s preference.

You should also use plain language whenever you are not speaking to an allied health professional. This ensures that the people who use behaviour support plans can understand them.

When meeting people, take time to get to know them and allow them to get to know you through practices such as Yarning.

Talking about your own communication style and influences might help in building rapport and trust. Be careful that the personal information you share is related to the conversations you are having with the person about their life and experiences, so that you don’t accidentally overtake the conversation and focus it on you.

4. Take the time to plan and develop resources focused on engaging the participant

This includes thinking ahead as to how you can adapt your communication style to match that of the people you will be engaging as part of the behaviour support process. This takes planning, effort and collaboration with others.

For example, learn how to use the communication methods that the person uses and adapt them to allow conversations about behaviour support.

One way might be to prepare by learning more about discussion mats if the person communicates in that way. You can use The Right Direction discussion mat resources for talking about behaviours of concerns or restrictive practices or personalise the provided discussion mat and picture card template with examples relevant to each participant.

You might also consider Key Word Sign (KWS) as a communication strategy, using Signs specific to behaviour support planning (download Word version for desktop) or behaviour support communication rights if these will be helpful for the participant.

It is important to factor this into your behaviour support planning schedule so that enough time is allocated for genuine engagement with the participant (and their support network) during the behaviour support planning process.

5. Choose appropriate words and pictures for visual supports

Consider whether they are relevant to the participant’s disability, age, gender and culture.

For example:

6. Consider the participant’s native language(s) and culture, and

If English is the participant’s second language, learn about their literacy and language levels in both languages by seeking guidance from the person and their support network.

If the person has limited literacy in their first language, consider having Easy English or plain language documents translated or interpreted by an interpreter, who may be a family member of the person or a professional interpreter.

Also remember that a person's culture influences their way of communicating. For example, in some cultures, direct eye contact is a sign of connection, while in others it may be considered confrontational. It is acceptable to shake hands in some cultures and in others it is not (this may also be influenced by the gender of the people involved in the situation). Where possible, adapt your behaviour to ensure you are not unintentionally intimidating or offending the person.

Be open to learning – it’s okay to explain if you’re unfamiliar with a custom.