SW helping skills

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Transcript SW helping skills

SOCIAL WORK HELPING SKILLS

PS Process in Client-Worker Relationship

PSP is a helping, analytical, and therapeutic process involved in the dynamic client-worker relationship   

helps

client use and mobilize his/ her inner and outer resources

helps

client cope with problems in carrying out social tasks and relationships which are perceived and felt as stressful

equips

client with a way of coping with problems in the future

Component of PS--Process via relationship

Some definitions

Perlman  Hallmark of professional relationship is its “

purposiveness growing out of the knowledge of what must go into achieving its goal” conscious

 Social workers address people’s problems through 1.

Provision of resources Problem solving work Therapeutic or working relationship—climate and

bond

between worker and client that “acts to sustain and free client to work on his/her problem

Component of PS--The Problem



Other definitions of helping relationship

A working or therapeutic alliance  A productive relationship includes:  Clear agreement between worker and client regarding the goals of PSP   Understanding and consensus about tasks to accomplish those goals

An interpersonal bond between worker and client

 Worker helps client resolve personal problems or provide growth-experiences

within the context of a close, professionally intimate relationship

Component of PS--The Problem

Social worker demonstrating ability to develop and maintain effective professional relationships tend to exhibit:

  

Self-awareness

self , self-discipline, personal integrity, and a capacity for free genuine, and congruence use of Qualities of authenticity or genuineness, empathy, and respect or positive regard (core relationship conditions) Two fundamental concepts about helping: 1.

Relationship Use of self

Component of PS--The Problem

Basic Skills of Effective Helpers

Self-understanding or self-awareness

Relationship building skills (empathy, warmth and respect, genuineness)

Communication skills

SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Relationship Building Skills

Tools for engaging clients, developing trust, and defining the specific purpose for the helping relationship 2.

Particularly important in the beginning phase of the helping process 3.

Must be sustained and deepened through all the phases of helping SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Skills in Effective Helping: (1) Identifying feelings

Components to being comfortable with emotions:

Recognition that client is experiencing emotions Identification of those emotions Labeling the feelings Tentative presentation of perceptions of those feelings to the client for verification or correction (clarify feelings and emotions) Worker must be familiar with own feelings and comfortable in identifying them Requirement to be skilled at identifying, labeling and reflecting client’s feelings Sufficient vocabulary of words that describe emotions Familiarity and access to the use of terms and language rich with other emotional descriptors

Words to describe feelings

Positive feelings

Relaxed All together Whole Confident, adequate, potent Graceful Well organized Accepted Appreciated A part of things Loved Full of life Strengthened, firm Witty Able to cope Good

Negative feelings

Uptight, nervous Spacey, mixed up Falling apart Confused, unsure, inept Awkward, clumsy Disorganized Rejected, abandoned Unappreciated Out of step, left out Unloved Burned out, exhausted Weakened, weak Dull Overwhelmed Bad SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Words to describe feelings

Warm Delighted Great Glad Pleased Loving Daring In control Hopeful Full Built up Serene Energetic Healthy Powerful Free

Positive feelings 10 Negative feelings

Cold Unhappy, frustrated Small Sad Displeased, angry, outraged hateful, hostile, furious Afraid Out of control, helpless Hopeless Empty Put down, crushed Disturbed Exhausted Sick Powerless Trapped SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Exercise: Perceiving and Identifying Emotions For each of the following situations, identify and describe the emotions that the individual might experience. Remember that there may be many possibilities. What non-verbal cues might you observe in each case?

A man whose wife of 60 years has just died A middle-aged man fired from his job A child entering a foster home 4.

A mother discovering her 16-year old daughter is pregnant An out-of-school young man who has to provide for his family ’ s basic needs An 11-year old girl who has been sexually abused by her father A woman who has been physically abused by her husband An 8-year old girl continually being physically harmed by her parents 8.

An 80-year old woman being neglected 10.

An adopted 10-year old girl maltreated by her adoptive family

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Skills in Effective Helping:

(2)Demonstrating Empathy

Empathic responding process

Identifying and understanding feelings of client 2.

then communicating this understanding with the client Social worker “feels with the client” 

Empathy requires 2 important tasks:

Seek to understand client more fully Seek to communicate that understanding to the client

Other Definitions/ Descriptions of Empathy

 “ act of perceiving, understanding, experiencing, and responding to the emotional state and ideas of another person ”  “ an understanding and appreciation of the thoughts, feelings, experiences, and circumstances of another human being ”  “ an understanding with the client (that results from a comprehensive understanding of the client-in-situation, the situation, and the interactions between the two) ”

SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Skills in Effective Helping:

(2)Demonstrating Empathy



Empathy means:

    the worker demonstrates the ability to perceive and communicate the hidden, inner feelings of the client The conscious awareness and the accurate perception of client’s feelings It is both an intellectual understanding and an emotional understanding Listening without making judgments and sensing meanings of which the client is hardly aware

Ways to Demonstrate Empathic Communication

Identify the client

’

s immediate feelings and underlying emotions.

Discover the meaning & personal significance of feelings & behaviors.

Be sensitive to both verbal and non-verbal messages

“

Step into the shoes of the client

” “

Be with

”

the client

”

SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Empathy involves:

Empathic recognition ability to perceive sensitively and accurately the inner feelings of the client (first dimension of empathy) 2.

Empathic communication - ability to express understanding of these feelings in language attuned to the client ’ s experiencing of the moment (second dimension of empathy) SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Empathy

 is communicated not only in words, but more in tone of voice and action (gestures, facial expressions, posture)  sympathy is not empathy SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Sympathy



Being moved by another human being



Sympathy: feeling

for

another person (passive)



Empathy: feeling

with

another person (active)



BUT: can be and often, a genuine human response to another person

’

s experience of hardship and suffering

 A way of conveying a sense of concern, warmth, interest, care, and compassion  Client: My husband last year.

 Worker : I am very sorry to hear that. How are you managing?

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Paradigm for Empathic Responding

because or You _________________ about __________________ (Accurately identifies (accurately describes feelings of client) situation or event referred to by client) Client: My husband died last year. It ’ s been hard without him.

Practitioner: You sounded very sad when you said that. How have been things been since he died SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Paradigm for Empathic Responding

1 I understand that you are feeling _____________ because______________.

2 Is it that you feel_________ because _______?

3 You seem to be feeling _______ because ______.

Note: Necessary to solicit feedback from client after reason for feeling is suggested by adding statements such as :  Is that correct?

 Am I right?

 Is that it?

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Exercise: Empathic responding

Practice empathic responding to different persons in different situations; As a worker, how would you show empathy as you respond to the following: 1. “ I don ’ t really see the point of being asked with too many questions just to receive a very little amount from the government.

” 2. “ My situation is hopeless.

” 3. “ Let ’ s keep my feelings out of this.

” 4. “ I ’ m only here because I need financial support and am forced to come to see you.

” 5. “ I don ’ t think you can be of any help to me.

” 1. A informal settler family man, had received a notice that his house will be demolished by the local government 2. An 68-year old woman neglected by her family always found roaming around her neighborhood 3. A middle-aged IP begging within the vicinity of the Church and market 4. A young pregnant woman with her 2 other children who live in the streets thrives only on the pity and alms of passers by. 5. A 58-year old man lost his job and has nowhere to go

Skills in Effective Helping:

(3) Starting where the client is

 It means:    The agenda or the concern of the client is foremost The client determines what is of greatest concern for him/her The client cannot move from one point to the other unless s/he is

ready

and supported to do so  Worker tasks in determining what is foremost on the minds and in the hearts of clients:  ask them what brought them to the agency   Listen carefully to what they say Plan together (mutually) what to do next based on how clients defines the problem and solution

Skills in Effective Helping:

(4)

Showing respect and suspending judgment

Putting aside personal opinions and judgments for the duration of the helping interview Worker does not allow her personal agenda to get into the way of the client’s agenda Key principle: RESPECT for the client’s right to make own choices and to be a unique individual with a unique background and culture Worker needs to be honest with self about own biases and beliefs --a requirement to prepare self to suspend own agendas from the helping process

Respect and Warmth

 Respect is a attitude characterized by non-controlling, warm, caring acceptance of other persons  Involves demonstration of “ unconditional positive regard ”  Entails accepting others as unique human beings with full rights, privileges, and responsibilities regardless to their views, actions, and circumstances

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Respect and Warmth

     True respect arises from genuine feelings of caring for the client.

Workers must demonstrate caring acceptance of all clients Warmth involves acceptance of the equal worth of others An expression of non-possessive caring and concern Places no condition on the relationship

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Warmth and Respect for the Client Is Communicated by:

     A warm tone of voice Smiling appropriately and by showing interest in the comfort of the client Simple courtesies such as eliminating distractions from the interview Making eye contact Posture and gestures that convey warmth and interest (like leaning slightly toward the client)

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Warmth and Respect for the Client Communicated by:

 Making client know that s/he is respected as a person, regardless of his/her behaviors  Recognizing that the client is responsible for his/her own actions  Avoiding to make judgments  Sometimes lightly touching the client ’ s hand or shoulder to show concern (CAUTION: Be sensitive to the cultural propriety of this and other gestures)  Appropriate and well-timed humor or light banter or chitchat.

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Important !

Take care in your: 1) 2) Verbal communication - your choice of words, tone of voice Non-verbal communication – how you behave: body language SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Practitioner

’

s Non-verbal Communication Facial Expression



Desirable Direct eye contact (except when culturally prescribed)

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Warmth and concern reflected in facial expression

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Eyes at same level as the clients

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Appropriately varied & animated facial expression

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Mouth relaxed; occasional smiles

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Undesirable Avoidance of eye contact

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Staring or fixating on person or object

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Lifting eyebrow critically Eye level higher than client

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

Frozen or rigid facial expressions Inappropriate slight smile Pursing or biting lips SOCIAL WORK SKILLS Essential Qualities of Effective Helpers 30

  

Practitioner

’

s Non-verbal Communication Gestures

Desirable Occasional head nodding Arms and hands relaxed Hands and arms moderately expressive, used in appropriate gestures

     

Undesirable Nodding head excessively Yawning Fidgeting with hands Hand or fingers over mouth Pointing finger for emphasis Arms tightly folded SOCIAL WORK SKILLS Essential Qualities of Effective Helpers 31

Practitioner

’

s Non-verbal Communication Posture

 

Desirable



Body leaning slightly forward to show interest and attention

 

Attentive but relaxed

 

Undesirable Rigid body position Body turned at an angle to client Leaning back Squirming or rocking in chair Slouching or placing feet on the desk SOCIAL WORK SKILLS Essential Qualities of Effective Helpers 32

Practitioner

’

s Non-verbal



Desirable

Clearly audible but not loud



Warm tone of voice



Voice modulated to reflect nuances of feelings and emotional tone of client messages



Moderate speech tempo SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

        

Undesirable

Mumbling or speaking inaudibly Monotonic voice Halting speech Prolonged silences Excessively animated speech Slow/rapid speech Nervous laughter Consistent clearing of throat Speaking loudly 33

Practitioner

’

s Non-verbal Communication



Physical Proximity Desirable Three to five feet between chairs Undesirable



Excessive closeness or distance



Talking across desk or other barrier

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers 34

Exercise: Empathic responding

” 2. “ My situation is hopeless.

” 3. “ Let ’ s keep my feelings out of this.

” 4. “ I ’ m only here because I need financial support and am forced to come to see you.

” 5. “ I don ’ t think you can be of any help to me.

Skills in Effective Helping:

(5) Empowerment

Philosophy of empowerment: we are ALL capable of making decisions for our own lives and futures   Implies a belief that people are competent, capable, and valuable Client has the right to be partner in the service delivery system Views individuals, families, groups, and communities as being essential participants in services and in problem solving (not as passive recipients of care)  Worker accepts the description and definition of the problem as presented by the client Worker assists clients with the process of increasing personal and political power to improve client’s situation

Skills in Effective Helping:

(5) Empowerment

Practices that do not promote empowerment:  Unnecessary use of jargons  Failure to describe the purpose of treatment or services  Eagerness to do something for client rather than explain how client can obtain it  Proceeding with a developed plan of action rather than involving the client in developing the most appropriate plan  Withholding information from client  others

Skills in Effective Helping: (6) Helping that Leads to Empowerment

Effective helping is the act of enabling clients to become better able to:  solve problems,  Meet needs  Achieve aspirations  An act of enabling by promoting acquisition of competencies that support and strengthen functioning  Acquired strengths and competencies should permit a greater sense of individual or group control over its developmental course

Skills in Effective Helping: (7) Fostering Empowerment

Encourage client: 1.

To acquire information and become as informed as possible about his/her concern (maintain a file or have access to information that can be shared with client) 2.

Of their legal rights to participate in meetings, have access to services and information, acquire resources (keep a file of laws and policies that can be passed on to client) 3.

To communicate his/her needs (provide translator for client who speaks a different dialect or language) 4.

To express opinions and concerns assertively (organize clients) Social worker: 1.

Translate professional jargons into understandable language 2.

Affirm client’s strengths

Skills in Effective Helping: (8) Be Present and Attend

To listen effectively requires focus, clear the mind of other issues, and paying attention to what client is saying or doing 1.

Requires gentle yet strong, and caring presence 2.

It means to be “FULLY THERE” even of you don’t say anything at all 3.

Other ways to communicate attending closely:  Paraphrasing, reflecting and summarizing  Non verbal behaviors i.e. maintaining eye contact, appropriate body language, vocal cues (um-hum)

Skills in Effective Helping: (9) Validate and Affirm

An important component of good listening—to validate the feelings and thoughts of client even though these are painful, embarrassing, sad, or illogical It means acknowledging the client’s real situation and feelings Through verbal and nonverbal responses ( breathing, facial expressions, and other nonverbal sounds) let client know that you heard what s/he said DO NOT: 1.

Try to deny, ignore, discount the feelings of client even though they may be difficult to observe Persuade client that his/her feelings are wrong, mistaken or stupid Pretend that the situation “isn’t so bad” or that something “may be for the best” (these are inappropriate especially during crisis)or discount 4.

Skills in Effective Helping: (10) communicate positive regard

 Communicate unconditional positive regard—a necessary condition for effective helping  It means conveying:  nonjudgmental attitude (not blaming but understanding)    one’ belief in the worth and dignity of the client An acceptance of the client’s individual and cultural differences Concern for the well-being of client  Ways to communicate positive regard and respect:  It is listening carefully and accurately,   understanding client's views, asking for clarification of client’s perception

Acceptance

 Involves communication of a non-judgmental attitude and ability to differentiate between people and their action  Means—to regard as true, to believe in, to receive what the other offers with respect to his/her capacity, and worth, with belief in their capacity to grow, with an understanding that their behaviors attempts at survival and coping  Involves qualities of knowing, trusting, and individualizing

SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Dimensions of Acceptance



knowing

—understand people’s reality, experience, values, needs, etc. (to come to know your client) 

trusting

—involves faith, hope and optimistic attitudes worker holds on to people’s capacity for self determination and self-direction, growth, change and development 

individualizing —

capacity to see the person as a unique human being with distinctive feelings, thoughts, and experiences that differ from all others

SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Acceptance

 Does not mean that:  we must always agree with other’s views, values,  decisions, or actions Others’ behavior should be excused because of the challenging circumstances I which they live  Rather it involves:  Genuine suspension of control over and evaluative judgment of others

SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Authenticity



Refers to a sharing of one

’

s self by behaving in a natural, sincere, spontaneous, real, open, and non defensive manner



Genuineness, congruence, transparency, sincerity are usually equated with authenticity

SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Characteristics of Authentic Person

An authentic person:

 shares him/herself by relating in a natural, open, sincere and genuine manner     relates personally to others using expressions that are spontaneous rather than contrived is highly trustworthy does not lie gives open, honest feedback that is timely and helpful, yet maintaining warmth, respect, and empathy in the relationship

SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Characteristics of Authentic Person

An authentic person:

 demonstrates congruence between his/her verbalizations and actual feelings & thoughts  relates as a real person, expressing his/her true feelings and assuming responsibility for them rather than denying the feelings and blaming others for causing them  is non defensive and human enough to admit his/her errors SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Skills used to display the quality of genuineness

 Display feelings openly---honest expression of feelings by worker (be it positive or negative)  worker ’ s expression of feelings--the sharing of feelings in relation to the client ’ s problems or to the client-worker interaction.  inappropriate for the worker to express feelings about her / his own personal problems.

 Supporting the client ’ s strength —worker makes statements of honest belief in the client ’ s ability to deal with his/ her problem.  This refers to the expression of confidence in the client ’ s ability to accomplish some tasks or to cope with difficult situation.

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Guidelines for responding authentically

Personalize messages by using the pronoun “I”  Encourages senders to own responsibility for their feelings and to personalize their statements (see paradigm) 2.

Share feelings that lie at varying depths  Social worker reach for those feelings that underlie her immediate experiencing  Ex: worker’s experiencing strong negative feelings i.e. dislike, anger, repulsion, etc. toward a client ---expressing anger / disgust toward a client who is habitually late for appointments by  connecting her feelings of anger to feeling of inconvenienced  In reaching for deeper feelings social worker may discover that the annoyance derive from disappointment is due to client not being fully committed to the helping process   At even deeper level may lie hurt in nor being more important to the client Or social worker may uncover a concern that client’s behavior is natural to him

Guidelines for responding authentically

Describe the situation or targeted behavior in neutral or descriptive terms    Worker should assist client to provide higher-yield feedback by including behavioral references: Example (a parent talking to a 11 year old girl Low yield feedback: “you have a bad attitude” High yield feedback: “I am very disappointed with your behavior right now. You didn’t change your clothes when you came home from school; you didn’t feed the dog; and you haven’t started your homework”  Note : parent sent an “I” message and owned the feelings of disappointment rather than attacking the child for being undependable  Social worker: Important to carefully describe specific events that prompted the response particularly when you wish to draw client’s attention to his behavior or to situation client is not fully aware

A Paradigm for Responding Authentically

1).

“

”

_______

Using

“

I

”

Statements …

About Because 2).

Specific feelings or wants 3).

Neutral description of event 4).

Impact of the situation upon sender or others EXAMPLE Specific

“

”

Feelings I get frustrated Description Of Event when you keep reading the paper while I

’

m speaking Impact because I feel discounted and very unimportant to you SOCIAL WORK SKILLS Essential Qualities of Effective Helpers 52

Authenticity and Self disclosure

Self-disclosure - the conscious and intentional revelation of information about one ’ s self through both verbal and non verbal behaviors Used within a therapeutic perspective, it encourages clients to reciprocate with trust and openness.

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Two Types of Self-disclosure

Self-involving statements

- express the worker ’ s personal reaction to the client during the course of a session

Personal self-disclosing messages

- center on worker ’ s struggles or problems similar to the client ’ s SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Self-disclosure

Workers should take care how they express their own feelings & experiences to the client. They must:

1.

2.

3.

SOCIAL WORK SKILLS Essential Qualities of Effective Helpers

Skills in Effective Helping: (11) Distinguish client form the behavior

 Separate client’s actions from his/her worth as a human being allows…  Identification of both assets and needs  Development of mutual respect  Assist the client with coming to terms with actions that were illegal or dysfunctional by helping client accept responsibility for those actions and decisions  Worker demonstrates respect for the personhood of the client-

Skills in Effective Helping: (12)Distinguishing feelings from actions

  Labels such as ‘good’ and ‘bad’ are often attached to emotions (emotions and thoughts are themselves actually neutral—neither good or bad)  Actions and behaviors may be judged as good or bad, moral or immoral, functional or dysfunctional, and legal or illegal   Sometimes our words are expressions of our thoughts and feelings but do not necessarily translate into behavior (Example

“think”

her”

: “feeling”

great rage toward a person and may “ I hate her”, and may

“express”

this as “I want to kill  The feeling, thought, and expressions are value-free and may not even accurately reflect reality—acting on them would clearly be wrong Worker task: determine differences: distinguish between action and non-action (feelings, thoughts, beliefs)

Skills in Effective Helping : (13) Provide information

 Respond to client’s request for educational materials, community resources, or information on specific needs and problems  Worker must have knowledge and understanding of both formal and informal support systems and services available in the area  Understand that clients sometimes are feeling scared, bewildered, sick, or in crisis hence they do not often have the emotional strength to do all their own research  Inappropriate to “dump” or “throw” the work back to client-- this not empowerment but irresponsibility

Communication Skills

 Process of “ giving and receiving a message ”  Two-way exchange between sender and receiver  Necessitates that the receiver gets the intended message as intended by the sender  Involves many skills (or sub-skills) SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Effective Communicator

An effective communicator is competent in both talking and listening skills which facilitate social interaction.

Listening Skills

 

Talking Skills Voice, Speech, Language

    

pronunciation volume and tone of voice speech rate vocabulary/word choice use of language Body Language

 

Hearing others

’

and speech words Observing others

’

verbal messages non-



Encouraging others to express themselves



Remembering what was said by others 60

   

posture, gait facial expressions, eye contact gestures

SOCIAL WORK SKILLS Basic Skills of Effective Helpers

ACTIVE LISTENING SKILLS

Listening: the foundation of all helping relationships Helping requires active and accurate listening, a very active process

Active Listening



Responsive listening

 

Combines talking and listening Indicates that worker heard and understood the client, and is responding to his/her message

    

Active Listening

Allows the worker to be aware of of the client’s feelings , thoughts, ideas, desires, decisions, or expectations A major way to:  Communicate interest, concern, and positive regard   Validate feelings Support choices made by client Encompasses 2 types: verbal and non-verbal responses to listening Includes:   listening not only with your ears but also with your eyes Plus perceptiveness A prerequisite to empathy and identification of feelings (accurately captures emotional and cognitive content of the client)



Verbal Tools in Active Listening

Minimal prompts —worker’s very short responses (i.e. “um hum”, “and”, “I see”, etc.) that signals the worker is listening carefully and would like the client to continue  They are vocal version of nodding your head  Accent responses —is a repeat of a statement , word, or phrase that the client has just uttered  They are often made in a questioning tone or with emphasis  Purpose is to clarify meaning and encourage further elaboration of the issue or situation  Paraphrasing —is repeating in your words what the client  Worker restates client’s words and ideas in own words; It is not “parroting”—not a word-for-word repetition of what client says  It is clarifying and validating what client has said, but in the social worker’s own words

Verbal Tools in Active Listening

 Reflection —similar to paraphrasing, involves:    paraphrasing the contents of what was said Reflecting back (like a mirror) the client’s feelings and nonverbal communication Accurately identifying feelings and communicating this perception clearly to the client (empathy is primarily communicated through active listening)  It brings to the surface the emotions and attitudes that underlie the words expressed by the and mirrors this back to him/her

Verbal Tools in Active Listening

Reflection— similar to empathic responding: some examples of how you might begin a reflection:  It sounds as though you are….

 It seems as if…  I think I understand you to be saying….

 You seem to be saying…  It’s probably difficult to…  I’m hearing that…  I’m picking up….

 If I understand what you’re saying…  If I’m hearing you correctly…  I gather from what you’re saying…  It seems like you’re feeling…  What’s important to you now is…  Others…



Verbal Tools in Active Listening

Summarizing— from time to time, worker must put together and highlight what has been discussed  Incorporates the content and feelings arising from the interview  Shows progress, summarizes important points of a problem or solution, offers the person a chance to direct the problem solving , and a chance to think through the issues  Informing or educating— worker becomes a resource expert or educator on a particular topic  Not the same as preaching or lecturing about how you want client to behave  A way of providing needed tools or facts in a useful non judgmental way i.e. giving simple instruction about following a procedure

Verbal Tools in Active Listening

Confrontation—  inviting client to consider another interpretation or perspective;  A way of suggesting gently and tentatively that things could be seen in a different light  NOT as an attacking, antagonistic, accusing or angry mode of communication  It is pointing out of inconsistencies in the client’s presentation of facts or statement of worker’s displeasure at possibly being lied to or misused  It is an active listening technique that should be used with caution

Verbal Tools in Active Listening

Guidelines for using confrontation—  Use only if helping relationship has been established and rapport has been built  Confront client about the behavior only, not his/her worth as a person; be positive and constructive  Be specific about the particular behavior or incident  Be respectful in your language and manner  Be gentle, supportive, honest, genuine, and congruent  Do not confront client angrily; not blaming or accusing  Use “I” message rather than “you” message

Verbal Tools in Active Listening

Appropriate use of questions—  Asking questions—not the best way to get information but the best to let client tell his/her story in own ways  CAUTION: Use of too many questions may resemble an interrogation rather than a mutual conversation  A question-answer pattern—gives client the message that:   the worker knows best what should be talked about and in what direction the interview should go  Use of more reflective statements (rather than questions) are less directive and authoritarian  Use more of probing questions and open-ended techniques—in active listening

Verbal Tools in Active Listening

Open-ended questions:

 Allows the client to answer in own way and to expand on the answer: allows expression of feelings  Can be framed as a question or as a statement  A statement is often the most inviting form of inquiry (i.e. “tell me more about your concern”)  Goal is to learn more about client’s perceptions and experiences  Enables the client to define, discuss, or answer the question in any way s/he chooses.

Closed-ended questions

 Calls for a specific answer; used to gain factual information.

 Does not further communication

Verbal Tools in Active Listening: Questions to avoid:

Double or Multiple questions:

 Stringing together or asking two or more questions at the same time or in a single response  Bombarding with questions before client has had the chance to fully answer the previous question  This type of question is too difficult to answer and may be confusing

“Why” questions:

 Denotes disapproval or displeasure  Would tend to put the client on the defensive, even if you don’t mean to be on the attack  Will likely cause the client to think you are questioning his/her wisdom of the decision or blaming him/ her for the situation  Best to ask question that sounds less offensive/ attacking i.e “WHAT prompted your decision?”

Verbal Tools in Active Listening: Questions to avoid:

Curiosity questions

 Questions must have a purpose linked to the reason for the interview  Must be relevant, based on the purpose of the interview  Must never be unnecessarily intrusive, nosy, or curios

Leading questions

  Imply what the worker thinks; worker controls the interview Can be used when it is desirable for the client to continue to explore the subject at hand

Answer-and-agree question

 Client is expected to answer in such a way as to agree with the worker

Verbal Tools in Active Listening: Questions to avoid:

Suggestive question

 The worker suggests a “ desired ”

Yes-no question :

answer  Question does not encourage elaboration

Either-or question

 Client might prefer both or neither or a third; limits the choices of client

Garbled question

 Such questions usually occur when the worker is unclear about what she or he wants to ask

The loaded question :

 assumes an action is occurring that is not known

Verbal Tools in Active Listening— Self-disclosure

 Means telling own personal story when in the role of worker  the conscious and intentional revelation of information about one ’ s self through both verbal and non verbal behaviors  Sharing personal information about self can be both destructive and helpful  Used within a therapeutic perspective, it encourages clients to reciprocate with trust and openness .

Verbal Tools in Active Listening— Self-disclosure

Dangers of self-disclosure

 Talking about self removes the focus from client and puts the focus on to the worker  It is a disservice to client, a misuse of worker’s authority and role, unethical for worker to use the helping relationship to work out his/her own problems  Role reversal may occur:   The client may see worker as too troubled needing help May confuse the client who is not prepared to help or may not reciprocate the worker

Verbal Tools in Active Listening— Self-disclosure

Appropriate and helpful self-disclosure

 When used ethically allows client to feel as though s/he is not alone (termed as Universalism)   Learning that others have gone through a similar situation, similar feelings/ reactions This becomes one healing component of the sharing experience  When used appropriately is another way to:  enhance rapport building,    relationship development, empathic communication facilitates development of trust and comfort  Worker asks, “whose needs am I meeting?”

Other Active Listening Skills

Attending - communicating interest in what the client is saying or doing.

Questioning - probing for information, confirming understanding, and seeking clarification Care in giving advice —   Helping is not the same as giving advice instead be conscious of your role to provide accurate information on resources and consequences , support client as s/he struggles to make decision Giving direct advice is not affirming the client ’s worth, individuality, self-determination; it is disrespectful because it disregard client ’s rights and ability to solve his own issues  Offer to be with the person in developing options, facing consequences and problem solve with them

SOCI AL WORK SKILLS Basic Skills of Effective Helpers

Active listening— Recognizing Nonverbal Behavior Or Non-vocal Communication

 Nonverbal behavior of client may be more revealing of his/her true thoughts, feelings than words   It is a vital ingredient of active listening Research shows 65% of a message is conveyed in ways other than words  Provides more information for the assessment of current situation  Common channels of nonverbal communication:  Smell (hygiene, smoking, drinking smell )    Sight (posture, gestures, facial expressions, clothing, etc.) Sound (tone, clarity, pace of words, volume of speech, etc.) Proximity (use of space, distance from the worker) SOCIAL WORK SKILLS Basic Skills of Effective Helpers

Active listening— Worker’s Nonverbal Communication

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Eye contact:

looking at the client in the eye, your eyes on the same level as the client’s  Communicates collaboration, acceptance and respect   It is worker’s responsibility to keep his/her eyes on the client’s face and eyes Does not mean staring rather when the client is ready to glance up, s/he needs to find the worker focused and attentive 

Posture and proximity:

an open and relaxed posture (not closed legs and arms) is more inviting, and is leaning forward the client   Avoid artificial barriers such as desk Sit is a way that communicates respect and attention, that is neither too close nor too distant from the client SOCIAL WORK SKILLS Basic Skills of Effective Helpers

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Active listening— Worker’s Nonverbal Communication

Facial expression:

a neutral and concerned expression; appropriate expressions of feelings like sadness or humor is part of genuine interaction 

Voice and language:

worker’s voice should be soothing and modulated; do not talk down to a client or be patronizing, do not use jargon, obscenities, or slang 

Silences:

- meaningfully pausing to give clients time to think and respond   

Touching:

If used appropiately, can communicate concern Inappropriate to move into client’s personal space without clarifying whether client wants to be touched Do not be intrusive, coercive, abusive, erotic, sexual, or uninvited  SOCIAL WORK SKILLS Basic Skills of Effective Helpers

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Active listening— Nonverbal behaviors in Listening

Bodily behaviors such as posture, body movements, and gestures  Eye behavior, such as eye contact, staring, and eye movement  Facial expressions, such as smiles, frowns, raise eyebrows, and twisted lips  Voice-related behavior such as tone of voice, pitch, volume, intensity, inflection, spacing of words, emphasis, pauses, silences, and fluency  Observable automatic physiological responses such as quickened breathing, blushing, paleness, and pupil dilation  Space—that is how close or far apart people sit from one another during a conversation  General appearance such as grooming and dress

SOCIAL WORK SKILLS Basic Skills of Effective Helpers

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Other Tips for Active listening

Focus Remain neutral Respond to defensiveness Respond to anger Stay in the here and now Be aware of the environment Say “I don’t know” avoid interruptions Do not talk too much Avoid roadblocks (ignoring, moralizing, persuading, criticizing, minimalizing, threats, diagnosing, etc.

SOCIAL WORK SKILLS Basic Skills of Effective Helpers