Building trust and conversation skills.

Building trust is important. You need to be the trusted person that they are letting into not only their home, but the inner sanctum of their home, the bedroom or the place where someone lives. It is their private area. It is their safe place. It is full of memories and full of other things as well.

Sometimes there are risks there. You might see something that could be a hazard. Maybe you can help identify it and help them avoid that risk, such as a loose rug at the top of the stairs that could lead to a fatal fall. You need to look someone in the eye when you talk to them, not be looking away. Look in the eye.

You need to be sincere. You need to be going out of your way to be polite, understanding, accommodating. Make sure they can hear you. If they are hard of hearing, talk louder. If they are having trouble understanding your accent or something like that, talk slower.

If they are concerned about their health and safety from you being in their house, make sure you get out your hand sanitizer in front of them and use it.

As you build trust, you might find that a small gift, a card, a flower, some treat that you brought from home might be welcomed on subsequent visits. You may find that engaging them in conversation about them, showing an interest in them as a person, not just as a patient, helps.

If you are standing and holding onto the doorknob, you are in the wrong job. When you are talking to someone, stand separate from touching the wall or the doorknob, especially like “I’m leaving; finish up what you’re asking me.” Rather, sit down in a chair and talk to them. It lets people feel like you are not leaving any minute and that they must rush with their questions.

Encourage them to make a list of questions for you or problems they are having before your next visit. As much as you can, leave behind materials for them that help explain things to them when you are not there and give them access to you so that you can be of help to them.

Let’s say they are having trouble with their pulse oximeter. They are supposed to call if it is below 90, but they are putting it on upside down and it is not working. Let them know they can call you. You might want to leave behind your own explanatory videos for them to look at on their computer, iPad, or phone.

Building trust is looking in the eye, taking your time, showing concern, and being aware of and caring about them. Let them know that you care. Show the empathy and the sympathy.

You also might want to share some things about yourself to build up your credibility or credentials, or just the fact that you are a neighbor who cares, or why you are doing this job, or how you did this for your mom or your grandmother and now you want to help other people with these skills.

Building trust is part of communication, and following up with what you promise and not overpromising is also very important. I hope these tips help.

What tips do you have for better communication? If you have a good example, put it in the feed or put it in the notes. Share it with us. Use the feed. Share what you have learned or some tips for us of what worked for you to get past certain barriers. Or share your problems of how you are having some problems getting the trust or communications going to make an effective appointment work.

Thank you.