These are the things you should consider to make sure you are communicating effectively:

• Communicate at an appropriate level, speak slowly, clearly, use language they understand
• Be open and ask why there is a misunderstanding or frustration
• Clarify and check understanding, repeat or rephrase if necessary
• Give them time to process and respond
• Consider your approach and its effect; eye contact, tone of voice, volume, personal space, stance touch
• Service users may have difficulty with concept, timescale, negative responses
• Service users may agree with you just because it is easier give them the time and opportunity to express their real needs
• Use key words, objects, Makaton, pictures, tapes, videos or other communication aids