Communication & problem solving

Listen actively, speak simply and respectfully, and when a problem comes up use the framework: observe → identify the problem → consider options within your scope → act or escalate → document.

1. 1Active listening: face the person, don't interrupt, reflect back what you heard ('It sounds like the new schedule worries you').
2. 2Hearing/vision loss: face the light, speak clearly (don't shout), confirm understanding; announce yourself when approaching.
3. 3Cognitive impairment: one instruction at a time, yes/no questions, patience with repetition.
4. 4De-escalation openers: lower your voice, acknowledge the feeling, offer a break or a choice.
5. 5Problem-solving framework: observe the facts → name the problem → list options within your scope → act on the safe one or escalate → document what happened.

This framework is the pattern for conflict-type situations too — family disagreements, schedule disputes, care refusals. You never have to solve interpersonal conflict alone; 'act or escalate' includes calling your supervisor.