PMVA Guidance

Effective Communication Models for Positive Behaviour Support (PBS)

A learner handout explaining communication models used in Positive Behaviour Support, including SOLER, active listening, total communication, the communication cycle and LEAPS.

This learner handout explains key communication models used in Positive Behaviour Support (PBS). These models can help staff communicate calmly, clearly and consistently, especially when supporting people who may be anxious, distressed or displaying behaviours of concern.

SOLER Model

  • Sit squarely facing the person.
  • Use an open posture.
  • Lean slightly forward where appropriate.
  • Use eye contact in a way that is appropriate to the individual.
  • Relax and remain calm.

Example: Sit at eye level with a person who is becoming anxious, keeping your body language calm and non-threatening.

Active Listening

  • Give the person your full attention.
  • Avoid interrupting.
  • Use open questions.
  • Reflect and summarise what you have heard.

Example: “It sounds like you’re frustrated because your routine changed today.”

Total Communication

Total communication means using more than speech alone. This may include:

  • Speech
  • Gestures
  • Facial expressions
  • Makaton or signs
  • Pictures and symbols
  • Communication aids

Example: A person chooses lunch using picture cards.

Communication Cycle

The communication cycle helps us understand how messages are sent, received and checked:

  • The sender has a message.
  • The message is communicated.
  • The receiver interprets the message.
  • The receiver responds.
  • Feedback confirms understanding.

Example: Offer two activity cards and confirm the person’s chosen activity.

Person-Centred Communication

Person-centred communication means adapting to the individual. This includes:

  • Using preferred communication methods.
  • Allowing processing time.
  • Using clear language.
  • Promoting choice and independence.

Example: Wait while the person uses a communication aid, rather than rushing or answering for them.

LEAPS Model

LEAPS can support calm, respectful communication:

  • Listen
  • Empathise
  • Ask questions
  • Paraphrase
  • Summarise

Example: Listen calmly, empathise, ask gentle questions and check understanding.

Key learning points

  • Good communication builds trusting relationships.
  • It can reduce anxiety and behaviours of concern.
  • It improves understanding and quality of life.
  • It promotes dignity, choice and independence.
  • It can reduce the need for restrictive practices.

Model acknowledgements

SOLER is commonly associated with Gerard Egan’s Skilled Helper model.

LEAPS is commonly associated with Dr George J. Thompson’s Verbal Judo approach.