Engaging with people with communication needs

This page contains tips to support an effective engagement process with people with communication needs.

Understanding communication difficulties

• People experience communication difficulties for a range of reasons, including learning disabilities, Autism, brain injuries, cerebral palsy, Deafblind and motor neurone disease.
• Communication difficulties vary, even among people with the same disability. Some may struggle to understand information or respond, while others may have physical challenges affecting speech.

Getting to know the person’s communication needs

• Take time to understand their needs. Start by asking how they prefer to communicate.
• Always address the person directly, not their support person.
• Assume the person can understand you, then adjust your approach based on their response. Begin with open-ended questions. If that’s hard for them, use yes/no or closed questions. Include an “other” option so they’re not limited (for example, “Would you like coffee, tea, or something else?”).

Working with whānau, carers, and others

• Some people prefer whānau or carers to speak for them. Ask the person first if it is okay to gather the information.
• Some people cannot give permission or communicate in typical ways. In these cases, rely on someone who knows them well (family, carer, or advocate).

Different ways people may communicate

• People may use communication aids like:
  • devices (computers, speech software)
  • picture boards, spelling boards, whiteboards
  • gestures (eye gaze, head or hand movements)
  • facial expressions or visual aids (pictures, diagrams, signs).

Being patient and respectful 

• Be patient. People may communicate more slowly than you’re used to. Wait and accept long pauses. 
• Do not do something else while waiting. Stay present. If it is not clear what the person has said, politely ask them to repeat themselves.