An Age Friendly Guide to Communication Presenter Age Friendly City or County Remember to Insert your logo

Ice –Breaker

“Just because you know what you’re talking about doesn’t mean I do”

People are living longer Currently in Ireland there are 540,000 people aged 65 and over accounting to 12% of the population. This is set to rise to 1.4 million by 2041, accounting for 22% of the population

Why Age Friendly? Age Friendly is an approach that is looking at things differently and making the small and big changes to design, practice and policy that makes it easier for everyone to be a part of their community.

What is Communication? The word Communication evolved from the Latin word Communicare a verb which means To make something common

What is Communication? Effective communication therefore is about making sure what we share is common in everyone’s understanding

Information is what we share Communication is how we share it What is Communication? Information is what we share Communication is how we share it

Poor Communication? Communication involves sending receiving understanding and using information. Poor communication can cause confusion, upset and negative reaction. It is important as service providers to communicate in a way that meets the needs of the customer we wish to have the information. .

How do we communicate? Verbal Communication Face-to-face Telephone Radio Television Social media .

Non Verbal Communication How do we communicate? Non Verbal Communication * Body language * Gestures * Personal space * Tone of voice .

How do we communicate? Written Communication Letters Application forms Leaflets Booklets .

Visualisations How do we communicate? Signage Posters Notice-board Logos Social media Websites .

Communication - breakout In groups of two/three identify one word to describe communication in your organisation?

Ageing and communication Many factors lead to breakdown in communications. Some of these factors arise from changes associated with the natural aging process. Most older people experience losses that can affect their capacity to receive and understand information .

Aging and communication Sensory changes Changes in vision and hearing can affect an older person’s capacity to absorb information. A person may begin to have difficulty hearing clearly or read small print.

Aging and communication Physical changes Include declines in flexibility, strength, fine motor control and hand-eye coordination. Which can translate into difficulty manipulating controls buttons or touch screens.

Aging and communication Changes in cognitive function Including memory, reasoning and abstract thinking can impact on how a person receives or understands information.

Aging and communication Emotional change Many of them arising from sensory, physical and social changes. Including, loneliness, isolation, tension or worry, and anxiety.

Ageing and communication Many older people experience literacy difficulties This limits the effectiveness of all communication media relying on the written word. Tasks such as filling out forms or reading instructions on leaflets, understanding medical information present significant difficulties for older people with limited literacy skills. .

Profile Discussion What experience would your character have in trying to access the services/information of your organisation?

Age Friendly Communication Be informed of the needs older people may have in trying to access your services/information. Be sensitive and patient Always offer assistance Always ask if the older person is satisfied

Age Friendly Communication Listen carefully to the service user identify his/her information needs. Advise on options available and take action or make referrals where appropriate. Offer assistance Enable the service user to make informed choices and take action

Non Verbal Communication Gestures Make eye contact during conversations. Smiling and nodding are important visual cues that let people know you are listening. General Body Language Keeping still while listening lets the speaker know that you care about what they are saying. Inclining towards the person who is speaking to you gives them the impression that you are engaged in the conversation.

Written Communication Keep information simple and easy to understand. Use familiar language and tone Highlight key points and repeat a number of times Use pictures to illustrate information Avoid jargon Avoid complex graphs/charts Include contact details for people who may require further information.

Written Communication Visualisations Signage should be clear with symbols and pictures Signage should be located where it can be seen clearly Notice boards should be kept clutter free and easy to read.

Age Friendly Communication Top Tips and Important Points Consider the needs of the audience to whom you are communicating your message Don’t assume the customer has an existing level of knowledge of the service Always offer assistance to the customer Use clear simple language Simple Language Checklist Use familiar words and a conversational, personal tone. Be direct and specific. Favour short words and short sentences. Use short paragraphs. Use pictures or illustrations to make the message easier to understand Highlight main ideas and important information Offer assistance Include contact details where assistance can be accessed.

Comments & Close What can you do to be more Age Friendly in your communication? What can your organisation do to become more Age Friendly in its communication?

Important Links ‘A Guide to Age Friendly Communication’ Poem: Look Closer, See Me www.agefriendlyireland.ie

Communications Training Resources on AFI Website Age Friendly Communications Toolkit Age Friendly Communication Training Guidelines Invitation to Training (Template) Training Presentation Training Profiles ‘A Guide to Age Friendly Communication’ (Bernie Bradley’s Booklet) Poem: Look Closer, See Me