Communication in Social Work

The Social Worker uses the process of communication to create a helping relationship and achieve the goals and objectives of social work  intervention. The SWr uses communication to bring about change in the thought and behavior of others. Communication is the change agent. Since the problem between individuals and families and groups is that of communication, the social worker uses her/her communication for the problem solving method.

Where does the problem occur?? What are the possible issues in communication? give us highlight in the issue.

Communication is the most effective aspect for establishing an effective helping relationship. extensive research has been conducted on 3 dimensions of helping relationship.

1. accurate empathy - ability of the worker to perceive and communicate accurately and with sensitivity both the current feelings and experiences of another person and their meaning and significance.

2. non possessive warmth  - a major barrier to communication is our tendency to judge others. this tendency is stronger when our feelings and emotions are stirred, when we judge we are looking at the situation from our point of view rather than the clients. the worker can improve his/her communication with clients by improving and maintaining a non judgmental and accepting attitude.
3. genuineness - best understood as absence of phoniness.

these 3 constitute the essential skills involving therapeutic relationship that is at the heart of the practice. Additional qualities include correctness ieability to communicate thoughts and ideas clearly and specifically, competence ie prifeciency in carrying out his or her professional role and necessary knowledge required and objectivity which is the ability to see different point of view.

According to Shulman there are 27 basic communication, relationship building and problem solving skills identified and conceptualized in the four phase helping process.

1. tuning in phase
2. beginning phase
3. work phase
4. ending phase

the 27 skills are

1. clarifying purpose - important to be simple and use non jargons and be clear to the point in the purpose of worker client meeting. because a clear statement of purpose serves to define expectations and gives proper direction to the intervention.

2. clarifying roles : communicate empathy and non judgmental attitude as well as being realistic

3. encouraging the client's feedback on the purpose - giving the client an opportunity to voice differences in expectation so that clarification can be achieved.

4. displaying belief in the potential of the work - this is an offer of hope to client from workers point. sometimes it helps the client gain confidence in the social worker for acknowledging the problem and being realistic as well as finding chance to work through it in a positive way

5. reaching for between session data - this is workers communication to keep the worker up to date on what the client wants to work on, like starting where the client is.

6. moving from general to specific - helping the client express the problem in a precise and focused manner

7. the skill of reaching inside the silences - efforts of worker to understand and explore the meaning of client's silence. silence is a powerful behavior and says a lot. A brief silence of the client is best responded with silence from the worker. but when the silence gets long its important for the worker to intervene and respond with clarification or change of topic.

the following skills demonstrate workers empathy

8. understanding the clients feelings - by verbal and non verbal cues and worker trying to communicate it back to client that he/she can identify with the clients thoughts and feelings

9. putting clients feelings into words - refers to workers articulation of what the client is feeling. when this is done by the client, the worker is encouraging the client in a gentle way to express themselves.

10, connecting feelings to work-  however the previous skill had to be used with caution in helping in the overall goal of the treatment process.

the following skills express genuineness

11. displaying feelings openly - this refers to the honest expression of feelings by the worker, but in relation to clients problem.

12. sharing personal thoughts and feelings- this skill along with the former one has to be applied in accordance with self disclosure policy levels appropriate to each setting. this may not be same in a psychiatric institution and correctional setting.

13. the skill of supporting clients strength - is a motivating factor and workers expression of confidence in the clients ability to accomplish a goal or cope with the situation.

14. partializing clients concerns - refers to workers communication directed toward breaking down a bigger or insolvable problem into smaller more manageable components.  this helps client to have confidence, focus on solution and try to work towards solution in more measurable way.

15. holding to focus - helping clients focus on specific task, specially important when the client tends to ramble or avoids to work on a particular aspect which might give additional data on clients perspective on the solution or situation.

others include : checking for artificial consensus, pointing out the illusion of work, both dealing with clients resistance to work towards a solution. supporting client in taboo areas ie being sensitive and non judgemental, identifying affective obstacles to work which is aimed at clients awareness of blockage in any improvement or progress in working towards the solution. dealing with the authority theme is about worker communication in inviting the client to express any concern or complaint in problem solving process. helping client with ones own communication, putting out ending - terminating in a way client can take the termination, sharing ending feelings, sharing ending feelings asking for a review of learning.

 More on this can be referred from the book mentioned in references.

Non Verbal Communication

Non verbal communication is as important as verbal communication. Some aspects include eye contact which shows workers willingness to work with the client and powerful indicators or sensitivity and understanding. a lack of eye contact is often interpreted as lack of concern and glarring and starring is considered rude. the intensity and duration of eye contact is important to make client feel comfortable and not distracting.
tone of voice reveals feelings as well. facial expressions sends a wide range of messages to client.  and it is n this expression the worker expresses one's non judgmental  attitude and acceptance. arm and hand movements like crossed legs, arms folded across chest, body rigidity, clenched fist, sends cues to client whose response might be influenced by this.
body positioning also conveys various attitudes and intentions. its best to face the client at ninety degree angle. since it suggests openness. leaning sightly toward the client expresses interest and acceptance. its better for worker to examine client body movements and mirror it if client seems disturbed or uncomfortable. dress and appearance is another important factor in dealing with diverse clients.

the "I" message and "You" message is another important aspect to consider in communication. The "i" messages are specially useful in interpersonal confrontation and conflict because it allows the sender to communicate disappointment, anger, frustration while minimizing the chance of discussion turning into fruitless argument. developed by Gordon this helps people to send clear message.

References

Techniques and guideleines for Social Work Practice , Bradford W Sheafor,charles r horejsi, gloria

http://work.chron.com/effective-communication-skills-social-workers-7168.html

https://archive.org/stream/techniquesguidel00shea#page/92/mode/2up