Chapter 7 Eliminating Counterproductive Communication Patterns Direct Social Work Practice, 9th edition Rooney, Dewberry Rooney, & Strom-Gottfried Chapter 7 Eliminating Counterproductive Communication Patterns Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc.

Empowerment Series: Overview Empowering Programs with Resources that Enhance Social Work Education Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc.

Social Work: A Competency-Oriented Education Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Social Work: A Competency-Oriented Education Council on Social Work Education (CSWE) Defines Educational Policy and Accreditation Standards (EPAS) Developed Ten “Core Competencies” and 41 Related “Practice Behaviors” Every student should master the Practice Behaviors and Core Competencies before completing the program

Resources Aligned to EPAS 2008 Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Resources Aligned to EPAS 2008 The Textbook “Helping Hands” icons call attention to content that relates to Practice Behaviors and Competencies (insert icon) “Competency Notes” at the end of the chapter help put the Practice Behaviors and Competencies in practical context

Resources Aligned to EPAS (cont) Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Resources Aligned to EPAS (cont) The Practice Behaviors Workbook developed with the text provides assignable exercises that assist in mastering the Practice Behaviors and Competencies Additional online resources can be found at www.cengage.com/socialwork

Eliminating Nonverbal Barriers Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Eliminating Nonverbal Barriers Physical attending Cultural nuances of nonverbal cues Other nonverbal cues Taking inventory of nonverbal patterns of responding Assess your repetitive nonverbal behaviors Eliminate nonverbal styles that hinder effective communication Sustain and perhaps increase desirable nonverbal behaviors EPAS 2.1.1b

Table 7-1: Inventory of Practitioner’s Nonverbal Communication Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Table 7-1: Inventory of Practitioner’s Nonverbal Communication Facial Expressions Recommended Not Recommended Direct eye contact (except Avoidance of eye contact when culturally proscribed) Staring or fixating on person or object Warmth and concern reflected in facial expression Lifting eyebrows critically Eyes at same level as client’s Eye level higher or lower than client’s Appropriately varied and animated Nodding head excessively facial expressions Yawning Mouth relaxed, occasional smiles Frozen or rigid facial expressions Inappropriate slight smile EPAS 2.1.1b

Table 7-1 (continued) Posture Recommended Not Recommended EPAS 2.1.1b Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Table 7-1 (continued) Posture Recommended Not Recommended Arms and hands moderately expressive; Rigid body position; arms tightly folded appropriate gestures Body turned at an angle to client Body leaning slightly forward; attentive Fidgeting with hands but relaxed Squirming or rocking in chair Slouching or placing feet on desk Hand or fingers over mouth Pointing finger for emphasis EPAS 2.1.1b

Table 7-1 (continued) Voice Recommended Not Recommended EPAS 2.1.1b Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Table 7-1 (continued) Voice Recommended Not Recommended Clearly audible but not loud Mumbling or speaking inaudibly Warmth in tone of voice Monotonic voice Voice modulated to reflect nuances of feeling Halting speech and emotional tone of client message Frequent grammatical errors Moderate speech tempo Prolonged silences Excessively animated speech Slow, rapid, or staccato speech Nervous laughter Consistent clearing of throat Speaking loudly EPAS 2.1.1b

Figure 7-1 (continued) Physical Proximity Recommended Not recommended Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Figure 7-1 (continued) Physical Proximity Recommended Not recommended Three to five feet between chairs Excessive closeness or distance Talking across desk or other barrier

Eliminating Verbal Barriers Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Eliminating Verbal Barriers Reassuring, sympathizing, consoling, excusing Advising and giving suggestions or solutions prematurely Using sarcasm or employing humor inappropriately Judging, criticizing, or placing blame Trying to convince clients about the right point of view through logic, lecturing, instructing, or arguing Analyzing, diagnosing, or making glib or dramatic interpretations Threatening, warning, or counterattacking

Eliminating Verbal Barriers (continued) Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Eliminating Verbal Barriers (continued) Stacking questions Asking leading questions Interrupting inappropriately or excessively Dominating interaction Fostering safe social interaction Responding infrequently Parroting or overusing certain phrases or clichés Dwelling on the remote past Going on fishing expeditions

Gauging the Effectiveness of Responses Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Gauging the Effectiveness of Responses Probably effective if: They continue to explore the problem or topic They express pent-up emotions They engage in deeper self-exploration They volunteer more personally relevant information They affirm the validity of the response verbally or nonverbally Probably ineffective if: They reject the response verbally or nonverbally They change the subject They ignore the message They appear confused They become more superficial, impersonal, emotionally detached, or defensive They argue or express anger EPAS 2.1.1b

The Challenge of Learning New Skills Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. The Challenge of Learning New Skills Beginning social workers should learn to openly and non-defensively receive feedback Supervisors should focus on what the social worker does well in addition to errors in communication Social workers should monitor their own growth (such as using videotapes for self-observation) EPAS 2.1.1b, 2.1.1f

Table 7-2: ASSESSING VERBAL BARRIERS TO COMMUNICATION Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Table 7-2: ASSESSING VERBAL BARRIERS TO COMMUNICATION Directions: In reviewing each 15-minute sample of taped interviews, tally your use of ineffective responses by placing marks in appropriate cells. 15-Minute Taped Samples 1 2 3 4 1. Reassuring, sympathizing, consoling, or excusing 2. Advising and giving suggestions or solutions prematurely 3. Using sarcasm or employing humor that is distracting or makes light of clients’ problems 4. Judging, criticizing, or placing blame 5. Trying to convince the client about the right point of view through logical arguments, lecturing, instructing, or arguing 6. Analyzing, diagnosing, or making glib or dogmatic interpretations

Table 7-2: ASSESSING VERBAL BARRIERS TO COMMUNICATION (cont) Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Table 7-2: ASSESSING VERBAL BARRIERS TO COMMUNICATION (cont) Directions: In reviewing each 15-minute sample of taped interviews, tally your use of ineffective responses by placing marks in appropriate cells. 15-Minute Taped Samples 1 2 3 4 7. Threatening, warning, or counterattacking 8. Stacking questions 9. Asking leading questions 10. Interrupting inappropriately or excessively 11. Dominating the interaction 12. Fostering safe social interaction 13. Responding infrequently 14. Parroting or overusing certain phrases or clichés 15. Dwelling on the remote past 16. Going on fishing expeditions Other responses that impede communication. List:

Table 7-3: ASSESSING PHYSICAL ATTENDING BEHAVIORS Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Table 7-3: ASSESSING PHYSICAL ATTENDING BEHAVIORS Comments 1. Direct eye contact 0 1 2 3 4 2. Warmth and concern reflected in facial expression 3. Eyes at same level as client’s 4. Appropriately varied and animated facial expressions 5. Arms and hands moderately expressive; appropriate gestures 6. Body leaning slightly forward; attentive but relaxed

Table 7-3: ASSESSING PHYSICAL ATTENDING BEHAVIORS (cont) Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Table 7-3: ASSESSING PHYSICAL ATTENDING BEHAVIORS (cont) Comments 7. Voice clearly audible but not loud 0 1 2 3 4 8. Warmth in tone of voice 0 1 23 4 9. Voice modulated to reflect nuances of feeling and emotional tone of client messages 10. Moderate speech tempo 11. Absence of distracting behaviors (fidgeting, yawning, gazing out window, looking at watch) 12. Other

Summary Internet Resources Notes Overcoming barriers to communication Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. Summary Internet Resources Overcoming barriers to communication http://www.mywhatever.com/cifwriter/content/54/cyc3060.html Notes