Call companion training

Training 2: Communicating and listening

Making your call

Before you make your call, it’s important that you find a quiet spot, free from distractions.

Many older people may be hard of hearing, so it’s important to minimise any background noise such as the radio or TV.

If you’ve family or friends around, it’s ok to let them know you are making your call and would like to keep it free from interruptions. Calls that are disrupted may make the older person feel you haven’t got time to listen to them, and it’s important they have your full care and attention.

Communication

Good communication skills help build trust and a good connection with the older person you’re matched with. It’s important to speak clearly and at a comfortable pace, leaving space for them to answer and ask questions. Attentive listening demonstrates you have time for them and value their conversation.

Active listening

Listening is more than just not talking, it’s being present, showing understanding and responding empathetically. You can demonstrate active listening by:

• Asking open questions – for example, “Can you tell me more about that” or “How did that make you feel?”
• Reflecting – repeat key words they’ve used to encourage them to share more.
• Summarising – “So you’re saying you didn’t want to go?”
• Clarifying – “Is that right?” to check understanding.
• Encouragement – short phrases like “uh-huh” or “go on”, or “yes I understand”, show you’re engaged.
• Silence – pauses can help them gather their thoughts or give them proper time to answer at their own pace.

Dos

• Use active listening to encourage sharing.
• Give them time to think and speak.
• Allow silences.

Don’ts

• Promise to solve their problems.
• Change the subject if they have more to say.
• Assume you know how they feel.
• Tell them what to do.

Tip: A gentle tone, slower pace, and patience will help the older person you’re matched with feel unrushed and valued.