Communicating by Phone or Video Call

Activity Overview

Phone and video calls are important for staying in touch, managing appointments, and getting information—but they can be especially difficult for people with aphasia. This guide offers strategies to prepare for calls, use support tools, and build confidence in remote communication.

Goal

Help individuals with aphasia and their families engage in successful phone and video conversations using accessible strategies.

What to Expect

• Prepare the Call → Make or Answer the Call → State Purpose or Ask Questions → Listen and Respond → End the Call
• May include calling a family member, scheduling an appointment, or using a telehealth service
• Can involve landline, cell phone, or video platforms like Zoom or FaceTime

Preparation Tips

• Write down:
  • Key points or questions before the call
  • Who you’re calling and why – use a photo of the person 
  • Words or phrases you may need
  • Create a “phone call book” – each page can have the picture of the person, relationship to you, key/bullet points about their life and current happenings.  
• Use speakerphone or a headset for better audio
• Choose a quiet place with good lighting for video calls
• Be sure to “rename” on Zoom calls so the person can refer to the name vs. “bob’s iphone” or “zoom356”

Communication Supports

• Start with a clear message:
  • “I have aphasia. Please speak slowly.”
  • “I may take time to answer.”
• Use:
  • A communication card shown on camera
  • Prewritten messages held to the screen
  • Chat box (for video) to type important points
• Ask yes/no questions:
  • “Are you free tomorrow? Yes or No?”
• Use lots of gestures, facial expressions, and visual aids on video

Support for Family & Care Partners

• Help prepare a script or outline before the call
• Sit nearby for backup support if needed
• Encourage turn-taking and slowing down during calls
• Model how to support understanding without taking over

Real-Life Examples

“My (white)board helps. I show it to them (gestures to computer): — Grace, person with aphasia

“My dad uses a list of answers next to the phone. He points or circles them when I call.” — Luis, Care Partner

Additional Resources

• Lingraphica has a great little video on phone calls with aphasia.