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Earlier this summer I stopped by my bank to cash a check. As soon as I entered the lobby I heard an elderly man shouting at a cashier. “This bank is a bunch of crooks,” he yelled, demanding that the cashier give him all of his money and close the account. A petite woman, who I assumed was his wife, stood beside the man looking frustrated and embarrassed. I quickly realized this was a man living with some form of dementia.
As I stood there wondering if there was something I could do to help, a woman approached from a nearby office. That’s when I had the opportunity to witness a textbook-perfect example of how to communicate with a person living with dementia. With grace and patience, she reassured and redirected the man. Within a few minutes, he was calmly sitting in her office enjoying a cup of coffee and a cookie.