With immense thanks to Leicester Museums & Galleries for permission to reprint this from their Welcome leaflet.

What's most important is not what you say but how you say it … . 93% of communication is non-verbal, through body language and tone. This can be even more relevant when working with refugees and asylum seekers.

Here is some advice which will help make your communication with refugees and asylum seekers easier and more effective:

• • Don't promise what you cannot deliver and do all you can to deliver what you promise.

• • Do speak slowly and clearly without using jargon or technical language. Do keep any written information very short, clear and to the point. Include pictures or graphics wherever possible.

• • Don't assume everyone will understand English. Do encourage them to speak English as this will give them confidence and enable them to participate.

• • Do be patient and don't expect everyone to follow at the same pace.

• • A friendly smile and a ‘hello’ can go a long way.

• • Do maintain confidentiality and don't judge.

• • Don't give out your personal phone number. Be clear about your own personal boundaries, including your time and maybe even your emotional boundaries.

• • Do remember that there might be cultural differences in the acceptability of eye contact, handshaking, and maybe other social contact.

• • Do ask people if they can afford a bus journey. Don't ask questions about their journeys to the UK or why they are claiming asylum as this may trigger trauma or distress.

• • Don't be disappointed – many refugees and asylum seekers are not always able to follow through with commitments as easily as we can because their lives are so uncertain.

• • Don't underestimate the negative impact of the ‘hostile environment’ promoted by some elements of UK society.

• • Do try to empower and facilitate rather than rescue and take over.

• • Do try to collaborate. Don't underestimate the skills and talents of who you are working with. Many refugees and asylum seekers are well educated as they had to leave skilled positions when they came to this country.