Social Work Skills First Meetings Reflection of Feelings
- Slides: 34
Social Work Skills First Meetings Reflection of Feelings Paraphrasing Questioning Clarification Partializing Summarizing Silence Prompts Sharing Information Confrontation Attending Behaviors
Preparing for Client Meetings Agency Decor l Interviewing spaces should be welcoming l Interviewing spaces should reflect the cultures of the clients served l Organizing the physical environment First Impressions are Lasting
Interview Settings
Preparing l Preparing Skills -Preparatory Reviewing -Preparatory Exploring -Preparatory Consulting -Preparatory Arranging -Preparatory Empathy -Preparatory Self-Exploration -Centering
Physical Proximity l In what ways does physical proximity impact the client/SW communication ?
Prompts l l l Encourages the client to say more Verbal and nonverbal tactics Not asking directly for more specific content Gesturing/Minimal utterances often picking up on the client’s last remarks Signals the SW’s close following of the story and interest in details NONVERBAL PROMPTS l Leaning forward l Maintaining eye contact l Nodding of the head l Hand Gestures VERBAL PROMPTS “And then……? ” “Anything more…. ? ” “Mm hmm. ” “Uh huh”
Skills in the Work Phase l Contracting begins with: – – – Clarifying Purpose Clarifying Role Reaching for Client Feedback
First Meetings l l l Identify yourself Invite client to introduce themselves Discuss time frame Explain the Limits of Confidentiality Discuss purpose/roles Opening Lines
Contracting/Developing a Working Agreement l l Notice that the conversation appears relatively informal Does the SW clarify the issues for work?
Reflection of Feelings l l An exploration of client’s affective (feeling) responses Capturing the emotion expressed and reflecting it back Restating and exploring client emotion Reflecting both verbal and non verbal messages
Conveying Empathy l l l Putting Oneself in the Client’s Shoes Understanding what the client is experiencing Experiencing what the client is feeling l Conveying Empathy – – Postures Gestures Sounds/Words Behaviors
Exploration l l Engaging client in a mutual exploration of the personsituation Encouraging the client to share information, thoughts, and feelings about themselves Results in greater selfexploration on the part of the client Exploring the past, present, & past status of the issue l Skills for Exploration – – – Asking questions Seeking clarification Reflecting content Reflecting Feelings & Meanings Partializing Going beyond what is said
Exploration in Action l l Observe the manner in which the SW gets Lily to offer more detail about her situation. Notice how the SW uses the skill of clarification – – “What makes them perfect? ” “Particular Imperfections? ”
Paraphrasing/Reflecting Content l l Rephrasing/restating client’s message Communicating an understanding of the client’s message Allows client to hear the essence of his/her statement Avoid repeated use of the same lead-in phrases – Example: “You’re saying that…. . ”
Questioning l l l Closed-Ended questions usually answered in a few short words Open-Ended questions invite exploration from client’s perspective Avoid “WHY” questions and Double Questions
Clarification l l l Used when SW is unclear about what client is saying Encourages client to be clear about what they are truly feeling and expressing Clarifying a value or incomplete client experiences, feelings, thoughts, or behaviors
Partializing l l l A problem management skill Breaking down complex problems into smaller more manageable proportions in order to address one part at a time Conveys to the client that problems are manageable Accomplishing small step builds client confidence Focuses on the work, not on pathology that exists in the client
Summarizing l l Identifying ideas, themes, and patterns that have been addressed or learned and reflecting these back to the client A form of reflection in which the SW sums up what has been discussed and reflects these back to the client in a condensed form
Non. Verbal Communication l l l Up to 65% of communication is nonverbal Reading between the lines Putting into words what the client is Communicating but NOT saying l Assessing the client emotion that is being communicated INDIRECTLY l Observe: – – Physical appearance Body posturing Gestures & movements Facial expressions
Non. Verbal Communication Sends Important Indirect Messages l l l Communication without using words Body language, behavior (failing to take next steps, missing appointments) How do you determine the meaning behind the indirect communication?
Non. Verbal Communication l Observe Lily’s hand gestures Notice the change when she talks about a favorable experience What is Charles communicating with his crossed arms? Your thoughts about the SW’s analysis? v
Use of Silences l l l The art of knowing when to be quiet/ when to break the silence The timing of being silent as an intentional response Identifying the meaning behind the silence
Attending Behaviors: Physical & Psychological l l What do you notice about the SW’s physical posturing? What is the client communicating with his physical behaviors?
Sharing Information l l l Relevant to client’s immediate needs Not intended to “lead” clients Client should be free to accept/reject the information Related to the working contract When sharing worker’s opinions, identify these as your own opinions, feelings, beliefs, values, rather than fact
Information Sharing and Rehearsing Action Steps l l l Providing advice/ recommendations Empowering clients to act on their own behalf Rehearsing the steps
Disclosing Personal Information to Clients l l l Should the SW disclose personal information? Should the SW share personal feelings and thoughts with clients? Is revealing oneself “unprofessional”?
Self Disclosure l l When used properly, can strengthen worker/client relationship Boundaries for sharing worker’s feelings Spontaneous and unchecked expression of worker’s feeling should be avoided Some worker feelings should never be expressed
Encouraging Specific Behaviors l l Influencing the client to do things differently Balancing client self-determination against paternalism
Confrontation/Reflecting Discrepancies or Inconsistencies l l l Effective within a trusting relationship Addresses the illusion of work Typical for client to be unaware of discrepancies until brought to their attention
Challenging client’s patterns of inconsistent thinking and behaving l l What was the benefit of confronting Lily about her intentions vs. actual behavior? Observe how the SW manages Charles’ defensiveness and challenges
Indirect References/Moving from the General to the Specific l l l Issues raised indirectly may need to be directly discussed Reaching for specifics behind general client statements Making the connection that the client alludes to -- but is unable to express directly
Affirming Client Strengths
Resistance l l l Communicated verbally & nonverbally Reading & exploring the resistance Resistance to being helped Resistance to changing old habits/holding on to what is comfortable & known Can be a sign that the work is going well Resistance to ending the relationship
Termination and Endings l Can be both Client initiated and/or Worker initiated l Reasons for Terminating: – – – Work completed Worker leaving agency Client moving Death of client/worker Lack of progress Financial reasons
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