Demonstrate Patience

One of the most important qualities you can develop to be professional when working with technology is to demonstrate patience with others. This is especially important with older adults who may be intimidated or frustrated by technology–even if it's a technology you see others use all the time. Remember, what you are doing is more important than offering a short-term solution. This may be the hundredth time you’ve shown this to someone before, but it can be their first time. Demonstrate patience and exhibit a caring attitude.

Demonstrating patience is more than simply being patient. Demonstrating patience requires you interact with someone else patiently. Being patient can be very independent. 

One of the golden truths of working with adults, especially as they get older, is that people forget things. Don’t be surprised if you have to share the same information with someone multiple times. Seniors, especially, can forget things. Smile. Be patient. And show them again. You'll be in their shoes someday.

What are some things you can do to demonstrate patience?

• Put your own feelings aside and create a calm atmosphere. The more frustrated a person gets, the more patient and calm you should be. Many people are less patient as they grow older. Many older adults get easily agitated. They’re not angry at you. They might just be frustrated that things seem more difficult or that they’ve forgotten things as they have gotten older.
• Pause before replying. Give people some time to process information. Silence is not always a bad thing. After a reasonable pause, ask questions to determine what your adult learner has learned, and what may need to be repeated.
• Rely on the “we do” part of instructional design to complete a task together. You can also use the word “we” to show that you are working as a team.
• If necessary, repeat yourself. Some people who are leery about technology may want you to repeat things multiple times. That’s okay. If they ask you to repeat yourself, that is a sign they trust you.

There are some things you should avoid, too. These include:

• Don’t break in when someone else is speaking. Let them say everything they need to say before you respond.
• Don’t jump to conclusions. Even though you may have shown something multiple times, this person’s situation may be different from others.
• Don’t offer unwanted or unnecessary opinions, solutions, or advice.
• Never tell an adult they “Should,” “Need to,” or “Have to” do something.