Create Positive Communication Climate

The following are strategies for creating climates of positive communication:

• Avoid making assumptions - Avoid drawing conclusions before meeting with an individual or a family based on written information. Read only what you need to ask informed questions.
• Avoid jargon and explain technical terms - Use conversational language with individuals and families, and explain any technical terms. Service coordinators should refer to service agencies by name as opposed to initials, and explain terms such as behavioral intervention, authorizations, etc.
• Share complete and unbiased information - Share results of assessments with people in their entirety, giving individuals and families information with which to make informed choices. Avoid screening information based on personal values.
• Offer suggestions to individuals, but be certain that its clear that the suggestions are not the only options - Share advice with individuals and families, letting them know all other possibilities. Be supportive if they choose another option.
• Don't be afraid to say "I don't know." Be honest with people. Everyone appreciates a service coordinator who will look into the questions and get back to the person or family with the answer.
• Recognize differences in the way people acknowledge and understand information.- Explain information to people using a variety of aids (e.g., drawings, pictures) if necessary. Allow time for processing information, and answering questions.
• Strive for equality - Meet with individuals in a location where they are comfortable. If the meeting is at the regional center office, make the room comfortable for a discussion. Sitting behind a desk will likely convey professional distance.
• Respect cultural differences - Ask the focus person who ought to be invited to meetings. This will likely vary from person to person and family to family.
• Pay attention and respond to nonverbal cues - Be aware of body language of all parties.