What are effective ways to communicate with clients with limited literacy skills?

1 Assess your client's literacy level

Before you start communicating with your client, you need to assess their literacy level and their preferred mode of communication. You can do this by asking open-ended questions, observing their verbal and non-verbal cues, and using simple tools such as the Single Item Literacy Screener (SILS) or the Newest Vital Sign (NVS). These tools can help you identify if your client has difficulty reading, writing, or understanding health or social service information.

2 Use plain language and clear messages

When you communicate with your client, use plain language and clear messages that avoid jargon, acronyms, and complex terms. Plain language is not the same as talking down to your client or using baby talk. It is a way of expressing yourself in a respectful and understandable way that suits your client's needs and goals. Use short sentences, active voice, and concrete examples to explain your points. Check for comprehension by asking your client to repeat or summarize what you said or by using the teach-back method.

3 Use visual aids and other formats

Visual aids and other formats can help you communicate with your client more effectively and enhance their learning and retention. You can use pictures, diagrams, charts, graphs, icons, or symbols to illustrate your messages and show relationships, processes, or steps. You can also use audio, video, or digital formats to supplement your verbal communication and provide your client with multiple ways of accessing and reviewing information. Make sure your visual aids and other formats are relevant, accurate, and easy to follow.

4 Involve your client in the communication process

Communication is a two-way process that requires your active listening and feedback. Involve your client in the communication process by encouraging them to ask questions, express their opinions, share their concerns, and provide feedback. Use open-ended questions, reflective statements, and empathy to elicit your client's thoughts and feelings and to show your interest and respect. Validate your client's experiences and acknowledge their strengths and achievements. Avoid interrupting, judging, or imposing your views on your client.

5 Adapt your communication style and strategies

Every client is unique and has different preferences, needs, and goals. Adapt your communication style and strategies to suit your client's situation and context. Consider your client's culture, language, background, values, beliefs, and expectations. Use culturally appropriate and respectful language and gestures. If your client speaks a different language, use a qualified interpreter or translator to facilitate communication. If your client has a disability, use assistive devices or technologies to support communication.

6 Review and reinforce your communication

Communication is an ongoing process that requires regular review and reinforcement. Review and reinforce your communication with your client by providing them with written or verbal summaries, reminders, or follow-ups. Use clear and simple language and formats to create written materials such as brochures, handouts, or letters. Use large fonts, bullet points, and white space to make your written materials easy to read and scan. Provide your client with contact information and resources for further assistance or clarification.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?