*Terms in italics are defined in Glossary of Terms

Although 15% of all the adults over the age of 65 have serious visual impairments and over one-third are affected by documented hearing loss, we cannot assume that an older adult has a sensory or cognitive impairment. Be aware of their specific needs. 

• Choose an environment most conducive to communication. Eliminate factors that interfere with listening and minimize any distractions.  
• Assure adequate lighting without glare. If reading will be required by the older adult, provide enhanced lighting to accommodate age-related changes in the eye.  
• Be sure to position the older adult so that the light is not shining in their eyes.  
• Sit or stand facing the older adult at their eye level, so that your eyes and mouth are clearly visible. Be sure you have the person’s attention before speaking.  
• Keep any instructions short and simple.  
• Speak clearly, distinctly and slightly lower than usual. Do not increase the pitch of your voice.  
• Eliminate extraneous and background noises.  
• Keep your voice and mannerisms calm.  
• DO NOT SHOUT. If necessary, speak slightly louder without shouting or yelling. NOTE: Extremely loud tones are not heard as well as normal tones by people with hearing aids.  
• Show a willingness to listen through effective nonverbal communications. (i.e., be attentive, maintain eye contact, etc.)  
• Allow time for hearing, comprehending and understanding.  
• Be especially sensitive to whether the older adult is tired and not feeling well. If so, they will be less able to understand or remember what is asked or said.  
• Observe closely for nonverbal cues to see if they have understood you. For example, squinting of the eyes or a blank expression.  
• Be patient. Expect to repeat what you say often. If the person misunderstands, restate the questions.  
• Never interrupt. It discourages free speaking and the interruption may cause an older adult to forget what they were going to say.  
• Provide written communications (whether it is a program brochure or a letter) in large, bold print – or have it taped in simple terms on an audiocassette.  
• Provide older adults with written information that recapitulates the information verbally communicated to them so they can refer to it later if needed.  
• Contact family members only after asking the older adult’s permission.  
• Be aware that the adult may become fatigued easily. This may require breaks or more than one interview.  
• If they agree, touch them from time to time. Hold the person’s hand, but not in a demeaning or condescending manner.  
• Keep your voice and mannerisms calm.  
• Allow ample time to respond to questions.  
• Observe your own posture and vocal tones. Your words may be calm, but your face may be frowning and your posture filled with stress.  
• Do not argue. Whenever possible, give credence to their fears and anxieties.  
• Sometimes the person will lose the power to speak coherently and will be unable to put thoughts and sentences together that make sense to you. Read their body and facial language. Let them know they have all they need so they do not feel rushed. Remain calm and get him or her to sit next to you if possible.  
• Include the person in conversations taking place in their presence. This is especially important if they are the topic of any decision-making process.  
• Be aware that anxiety will always be increased when the person is out of a secure and familiar environment.

                    This information is from the State of Maryland Elder/Vulnerable Adult Abuse Prevention Committee handbook.