Task 1. A. Discuss the following questions with your partner

Gerund

Verbal Communication

UNIT 16

Grammar

Reading and Speech Practice

1. Do you think verbal communication is important in social work practice? Why? 2. Do you know any special techniques that can be used by a social worker? 3. Do you know any other ways of making communication effective?

B. Read the first paragraph of the text. Can you guess what other parts of the text describe?

Task 2. Now read the whole text and say which paragraph describes:

a) the way how to end an interview;

b) the ways of asking questions;

c) the information to be provided;

d) the role of explanations;

e) the importance of empathy;

f) the techniques helping to check understanding and maximize interaction.

Key: a7; b5; c2; d3; e4;

(1) Knowing how to communicate effectively is essential if the relationship between social worker and service-user is to be characterized by best practice. Verbal communication refers to communication using words and conversation. Koprowska argues that providing information that is clear and context-related underpins social work practice. For a social worker it is particularly important to have as highly developed skills as possible within the following areas: listening; providing information; gathering information; paraphrasing and summarising; using commands and corrective feedback; and bringing relationships to an end if one’s verbal communication is to be effective.

(2) Within social work listening is deemed as being particularly important to listen. Koprowska says that listening enhances verbal interaction because when we listen to others we are effectively giving value to what they are saying. In order to enhance verbal communication it can be suggested that it is important to provide information that is readily understood. Koprowska emphasises the significance of providing information that is factual. It is important that we provide facts at a pace that the service-user can manage.

(3) Providing verbal boundaries is ‘green light’ behaviour because it is answering inner-person questions. I am going to be with you for 30 minutes is an example of verbal communication that provides a positive boundary. A further important way of enhancing verbal communication is to offer appropriate, effective explanations of professional practice as many service-users know very little about social work other than the impressions they have formed about the profession.

(4) Koprowska goes on to emphasise the importance of opinions and proposals in determining the effectiveness of communication. It is essential that we let service-users know about our opinions and proposals if the professional relationship is to be congruent. ‘Proposals’ ought to be thought of as being possibilities and choices that are offered to service-users. In enhancing verbal communication it is also important to ensure that ‘opinions’ are supported by facts. Alongside these aspects of good practice, it is imperative that verbal communication communicates empathy. Koprowska emphasises the importance of using empathic statements such as I can see that this really has affected you. Using verbal communication in this way can enhance the professional relationship and lead to best practice.

(5) If we put good verbal skills into effect our gathering of information is likely to be of a high standard. Koprowska draws attention to three different kinds of questions that may be phrased as narrow questions, broad questions and inner-person questions. Narrow questions can be answered using ‘yes/no’ answers. Broad questions encourage others to give their views and opinions. Inner-person questions are phrased as being both narrow and broad. Their critical characteristic is that they aim to elicit individual feelings and emotions. Questions such as are you angry with me? and how do you feel about living alone? are examples of inner-person questions. Whereas leading questions such as don’t you think it would be a good idea to go to the family centre? do little other than coerce the other person into agreement and diminish the quality of verbal communication.

(6) Koprowska draws attention to the importance of paraphrasing and summarizing if verbal communication is to be of a high standard. Paraphrasing can be understood as repeating back to a service-user what they have said. It is an aspect of verbal communication that is considered to be important because it helps to check understanding and maximise interaction. Summarising is equally important because it helps to communicate the individual’s shared goals. If these skills of verbal communication can be combined with appropriate commands and corrective feedback, assertive verbal communication can be the central characteristic of the social worker/service-user relationship.

(7) Koprowska draws attention to the importance of bringing working relationships to a positive end. The ideal is to avoid unplanned endings, especially so that the relationship between the social worker and the service-user does not break down. By considering what needs to be said at the conclusion of a meeting so that the encounter ends on a note of congruence, best practice can be put into effect.

Дата добавления: 2014-11-08