Better Phone Communications in the Time of COVID 19

April 14, 2020 – Howard Damien; Jody Barney; Carmody Ann

COVID 19 has meant a huge increase in phone and video communications to replace face to face conversations not possible because of social distancing. Few providing essential health, education, welfare and other services have been trained in how to conduct this kind of communication. This presentation describes how to get the best communication outcomes from phone conversations. These strategies will make phone service provision better for most. However, they are especially important for certain groups who’re likely to have particular difficulties with phone conversations.

These include;

• Those listening to an unfamiliar language 

• Older people with age related hearing loss or auditory processing problems 

• People from disadvantaged minorities who have experienced childhood ear disease

• Those who experience anxiety which can influence capacity to take in information 

• Many who use counseling services who have a history of childhood ear disease and/or auditory processing problems 

• Youth who have been involved with police who have found to have a high incidence of auditory processing problems

• Children and adults with attention problems which will influence their taking in information 

• Children in care or that have had child protection reports made about them who have been found to have a high incidence of hearing loss and/or auditory processing problems