Mastering the art of effective communication with seniors

It is crucial that estate managers understand the diverse communication needs of everyone in their estate. Senior residents who aren’t savvy when it comes to technology like email and mobile apps, for example, can often feel left out.  

‘In the realm of communication with the elderly, the medium used is secondary to the effectiveness of the message being conveyed and understood. By connecting with the personal preferences of seniors and empowering them to make choices, we can create an environment that fosters meaningful connections and enhances their overall well-being,’ says Michael Sieff, co-founder of Circle Senior Living. 

Sieff shares six ways that estate managers can foster effective communication with the elderly while empowering them to make informed choices. 

2. The Comfort Zone Connection:

Every individual has their own comfort level when it comes to communication. Ensure you connect with the elderly on a level they feel at ease with. Face-to-face interactions allow seniors to observe your facial expressions and hear you clearly amid limited background noise. The key is to create an environment where communication flows both ways, fostering meaningful connections. 

2. Embrace traditional and modern channels 

While picking up the phone or engaging in face-to-face conversations remains the most effective means of communication, it’s essential to adapt to the changing times. Embrace the power of technology by integrating popular platforms like WhatsApp and email into your communication repertoire. However, don’t forget the value of a print backup, as it ensures inclusivity and caters to those who prefer traditional methods. 

3. Simplicity is key

Avoid overwhelming seniors with complex communication processes that involve multiple platforms or require uploading forms or videos. Keep it simple, especially when aiming to reach a wider audience. Consider the needs of seniors with mobility issues or arthritis by providing larger screens, such as laptops or tablets, with user-friendly interfaces. 

4. Empowering tech savviness 

Today’s elderly, including the baby boomer generation, are increasingly tech-savvy. However, many may require assistance in fully understanding the functionality of their devices. Encourage seniors to embrace apps and provide training sessions to optimise their usage. This becomes vital when families are separated by geographical distances, where video calls become a lifeline. Explore features like voice-to-text options, ensuring they receive training to utilise these features efficiently. For technologically adept seniors, provide opportunities to upgrade their skills and put them to good use but remember to approach introducing the elderly to smart devices with empathy and patience. 

Carey van Vlaanderen, CEO of cybersecurity firm ESET Southern Africa says, as technology advances, more services move online, more people from older generations are connecting and, as a result, becoming victims of online fraud.  

‘Elderly users of the internet, or ‘silver surfers’, though perhaps fewer in number, are often more vulnerable than their younger counterparts, having grown up in a physical rather than digital world. They also tend to be more trusting, making them enticing targets and often have more to lose financially than younger generations,’ he says. 

5. In Case of Emergency

At Circle Senior Living, managers advocate for the ICE system (In Case of Emergency), which involves equipping seniors with simple smartphones programmed with large fonts and buttons. These devices contain three levels of emergency contacts: ICE1 for primary family members (including the home operator), ICE2 for doctors and specialists, and ICE3 for service providers. In the event of an emergency, staff members can access the phone using a provided code and contact the relevant person based on the situation. Implementing this system ensures residents feel secure and connected, as part of our basic communication drill. 

6. Concise rules for clarity 

Finally, while estates have foundational rules based on security, healthcare, and safety regulations, it’s important to avoid overwhelming seniors with lengthy documents. Instead, communicate short, succinct rules that make sense and resonate with their needs. Conduct meetings to share these processes personally, and encourage staff members to visit residents’ homes, fostering a sense of inclusivity and understanding.