These conversations usually start the first time you’re in contact with the person.
This could be through a formal process, such as a social worker carrying out an assessment. Or it could be through an informal conversation when someone is asking for advice or support.
Conversations about what matters can begin the first time you meet or speak to the person you’re supporting, whether it's formal or informal.
If you work in a care, support, or advisory role, it's always important to find out what matters to the person you’re supporting.
If it’s your role to give ongoing support to someone, you should make sure these conversations happen regularly.
What matters to someone can change over time – sometimes even from one day to the next.
For example, they might discover they enjoy rock climbing after trying it for the first time. Even if they can't communicate this verbally, their reactions can show how they feel about it.
Think about when the person is most likely to engage with you. This could be at a certain time of day, with particular people, or in specific places.
Understanding the best times and settings for these conversations can help you learn what matters to them, and decide when and where to have these discussions.
Be mindful of times that may not be good for the person, such as around the anniversary of a death or painful experience.
If the ‘what matters’ conversation is part of a statutory process, you’ll need to have it at a specific time. But always consider the person’s feelings and preferences.
In times of crisis, it's even more important to make the person as comfortable and relaxed as possible.
Think about the conversation from the supported person’s point of view:
