Overcome Communication Barriers

There are times when taxpayers become upset or defensive because of issues the tax preparer is raising. When this happens, demonstrate that you understand and care about their concerns, feelings, and needs. Some ways to accomplish this are:

• Do not become upset
• Reassure the taxpayer. Say "I hear you" or "I understand" and repeat the question
• Stay on track by asking the tax question
• Provide a motivator ("I know this is difficult, but I need this information to determine the benefits available to you.")
• Allow adequate response time
• Avoid making assumptions
• Deal with the taxpayer's emotional state:
  • If silent ("Tell me more about . . .")
  • Upset (paraphrase)

Click here to read how a volunteer overcame communication barriers with taxpayer, Mr. Bailey. Press the Play Audio button to hear the audio.