Talking and Listening Skills SOW3350 and SOW5379 Professor Nan Van Den Bergh, PhD, LCSW

Introduction Social workers need well-developed communication skills in all phases and aspects of social work practice. Communication skills are especially significant for engaging diversity and difference. ©2011, Cengage Learning, Brooks/ Cole Publishing

– Unless social workers can both understand and be understood by the people they hope to serve, their knowledge and expertise will be of limited value. – Culturally sensitive communication skills are essential for ethical and effective social work practice in the contemporary world. ©2011, Cengage Learning, Brooks/ Cole Publishing

Cultural Competence: Engaging Diversity and Difference Cultural competence is the awareness, knowledge, understanding, sensitivity, and skill needed to effectively conduct and complete professional activities with people of diverse cultural backgrounds and affiliations. ©2011, Cengage Learning, Brooks/ Cole Publishing

– No one is ever fully culturally competent, even in regard to their own culture. – Cultural competence is an ongoing process. ©2011, Cengage Learning, Brooks/ Cole Publishing

Diversity within Ethnicity There is a lot of diversity within ethnic groups. – It is better to ask a client to identify their ethnic group rather than to assume. – Give the client the opportunity to decline to give this information. – Unless the information is really needed, don’t ask for it. ©2011, Cengage Learning, Brooks/ Cole Publishing

Communication Errors Even trained interviewers make a lot of communication errors. – Being patronizing or condescending – Interrogating rather than interviewing – Focusing on themselves rather than the client – Failing to pay attention to all aspects of the client’s communication – Interrupting – Failing to listen or selective listening ©2011, Cengage Learning, Brooks/ Cole Publishing

– Failing to find out what the client wishes to be called – Failing to consider the cultural meaning of the interview to the client – Not using active listening – Stereotyping people or groups – Suggesting solutions based on incomplete information – Using absolutist terms (always, never…) – Prematurely disclosing feelings, etc. ©2011, Cengage Learning, Brooks/ Cole Publishing

– Confronting or challenging before understanding or establishing a relationship – Speculating without adequate information – Pushing for action before the client is ready – Using clichés and jargon – Criticizing other professionals or agencies – Displaying inappropriate emotions ©2011, Cengage Learning, Brooks/ Cole Publishing

Nonverbal Communications and Body Language A great deal of human communication is nonverbal. – Factors such as posture, facial expression, eye contact, gait, and body positioning represent important forms of communication. ©2011, Cengage Learning, Brooks/ Cole Publishing

Body language should be congruent with verbal language. – Clients notice inconsistencies between what is said verbally and what is expressed nonverbally. ©2011, Cengage Learning, Brooks/ Cole Publishing

Social workers typically hope that their body language communicates attention and interest in the other person, as well as caring, concern, respect, and authenticity. – In beginning interviews, adopt an open body position. – If standing, arms and hands loosely by your side; if sitting, hands on your lap. ©2011, Cengage Learning, Brooks/ Cole Publishing

Adjust body language to suit the clients and their situation. – Sit on the floor with small children, etc. Arrange office furniture in a way that enables clients to have as much or as little eye contact as they want. ©2011, Cengage Learning, Brooks/ Cole Publishing

Much important communication happens in cars while workers are transporting clients or in other informal settings, as clients feel less threatened then. ©2011, Cengage Learning, Brooks/ Cole Publishing

Listening Listening is essential for effective social work practice. – It requires that the worker minimize attention to her/his own experiences and concentrate on the client with a determination to understand what the client is experiencing and expressing. – Accurate understanding conveys respect for the client. ©2011, Cengage Learning, Brooks/ Cole Publishing

There are four skills needed for effective listening. – Hearing involves paying attention to the meaning of and feeling attached to the words the person is saying. – Observing involves paying attention to nonverbal communication. – Encouraging involves using short verbal responses which invite the client to continue. – Remembering what the client communicates. ©2011, Cengage Learning, Brooks/ Cole Publishing

Active Listening Active listening combines talking and listening skills in such a way that others feel understood and encouraged to express themselves further. – It is a form of feedback. ©2011, Cengage Learning, Brooks/ Cole Publishing

There are three steps in active listening: – Inviting uses body position, facial expression, speech, and language, to indicate readiness to listen – Listening involves hearing, observing, encouraging, and remembering. – Reflecting involves paraphrasing the client’s statements or identifying the feelings he is experiencing. ©2011, Cengage Learning, Brooks/ Cole Publishing

Common errors in active listening include: – Using too many of the client’s words so that you appear to be mimicking. – Repeating the same lead-in phrases too often. – Trying to be clever or profound. – Responding to only facts or feelings, instead of to both. – Interrupting. – Using active listening too often. ©2011, Cengage Learning, Brooks/ Cole Publishing