1. 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.

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

3. 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

4. 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

5. 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

6. Eliminating Nonverbal Barriers
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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

7. Table 7-1: Inventory of Practitioner’s Nonverbal Communication
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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

8. Table 7-1 (continued) Posture Recommended Not Recommended EPAS 2.1.1b
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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

9. 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

10. Figure 7-1 (continued) Physical Proximity Recommended Not recommended
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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

11. 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

12. 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

13. Gauging the Effectiveness of Responses
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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

14. The Challenge of Learning New Skills
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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

15. Table 7-2: ASSESSING VERBAL BARRIERS TO COMMUNICATION
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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

16. 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:

17. Table 7-3: ASSESSING PHYSICAL ATTENDING BEHAVIORS
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Table 7-3: ASSESSING PHYSICAL ATTENDING BEHAVIORS
Comments
1. Direct eye contact
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

18. 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
8. Warmth in tone of voice
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

19. Summary Internet Resources Notes Overcoming barriers to communication
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Summary
Internet Resources
Overcoming barriers to communication
Notes