Describe what happened
A label can travel quickly between people and services. Describing the situation gives the next person more useful information. Instead of reducing someone to a single word, record what was seen or heard and make clear what remains uncertain.
Keep context in the conversation
What happened before the response? What communication or environmental factors were present? What has the person said about the experience? These questions can help a description remain attentive to circumstances and the person’s own account.
A reflection for your team
Choose a fictional practice scenario and compare two descriptions: one that labels the person and one that describes the experience. Ask what each description makes possible for the next conversation. Use fictional or appropriately anonymised examples when reflecting together.
Adapted from themes in the supplied ReStory Practice Resource.
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