outline

1. Dos and Don’ts of interacting Dr.DrewChenelly
with agitated, demented residents.
Do:
o Approachfrom the front, armsat your sides…maintain direct eye contact andspeak in a firm but soft
and non-threatening voice.
o Speak and move slowly…smile, use gentile touch and humor.
o Identify yourself and use theresident’s name…useshort, simple sentenceswith familiar words…use
gestureto communicate whenyou can.
o Give one direction orask one question at a time.
o Limit the useof questionsbut when you must ask a question keep to the here and now and word your
questions so they can beanswered yesor no or by gesture.
o Respond to comments and questions byrepeatingthe resident’s last wordsbeforebeginning your
response.
o Use no choice instructions andvisual cues.
o Removefrom stressful or over-stimulating situation.
o Show that you are listening…reflect back underlying feeling.
o Allow face-saving andoffer alternatives.
o Be patient allow time forattempts to communicate.
o Use nonverbal praise for appropriate and cooperative behavior(i.e. smiling, patting, and nodding).
o Identify trigger(s) and/or basic need and avoid orsatisfy.
o Distract with conversation, task, music, familiar object.
o Say, “stop”to negativebehaviorthen withdraw.
o Providecare when theresident is calmest… when providing care offer anobject with texture and/or
bright colorto handle… tell a story…considerprivacy.

2. Don’t:
o Admonish, judge orcriticize.
o Ask “why” questionsor for explanations from theresident.
o Talk down to the resident.
o Attempt to reasonwith, explain thingsto, or persuade the resident.
o Show fearormakethreats.
o Restrict movements.
o Rush orpressure.
o Make sudden movements.
o Take the resident’sangerand hostility personally.