Building Blocks of Effective Communication Flashcards
Clarifying the roles of participants:
1. Determine your clients’ “?”:
expectations
Clarifying the roles of participants:
(especially) when working involuntary clients, explain the nature ?of the and define the client-social worker relationship as? that seek ?
helping process,
partners,
solutions to clients difficulties
Essential elements of clarifying roles (1) acknowledging and empathizing with the client’s ? and sense of ?
unrealistic expectation,
urgency
Essential elements of clarifying roles (2) expressing the social
worker’s ?
helpful intent
Essential elements of clarifying roles (3) explaining why the client’s ? cannot be fulfilled
unrealistic expectation
Essential elements of clarifying roles (4) places responsibility on the client for actively ?and ultimately?
participating,
making choices
Facilitative Conditions: 3
- Empathy
- Respect or non-possessive warmth
- Authenticity or genuineness
Empathic communication involves the ability of the social worker to perceive accurately and sensitively ? of the client and to communicate
his or her ? of these feelings in language attuned to the client’s
experiencing of ?.
the inner feelings,
understanding,
the moment
Empathic communication plays a vital role in nurturing and sustaining the ? and in providing the vehicle through which the social worker
becomes emotionally ? and ?in the client’s life.
helping relationship,
significant and influential
Being empathically attuned also involves IDENTIFYING the client’s ? emotions and DISCOVERING the meaning and ?of the client’s feelings and behavior.
underlying,
personal significance
“Being with” the client means that the social worker focuses
intensely on the client’s ? state without losing
perspective or taking on the experienced by
the client.
affective,
emotions
Empathic responding
involves understanding the other person’s feelings
and circumstances without?
taking that person’s side
Developing Perceptiveness
to Feelings: the social worker
must be fully aware of the diversity of ? and needs a rich vocabulary of ? that not only reflect clients’feelings accurately but also capture the ? of those feelings.
human emotion,
words and expressions,
intensity
Uncovering feelings beyond the client’s ? before a ? relationship is firmly established tends to mobilize ? and may precipitate of ?.
awareness,
working,
opposition,
premature termination
Responding with reciprocal empathy:
Reciprocal empathic responding facilitates the development of a ?and fosters the climate of understanding necessary to promote ? and ?.
working relationship,
communication,
self-disclosure
Reciprocal responses paradigm:
You feel — about — because —.
Multiple Uses of Empathic
Communication: 1. Establishing Relationships with Clients in?
Initial sessions
Multiple Uses of Empathic
Communication: 2. ?with Clients
Staying in Touch (attuned to current feeling)
Multiple Uses of Empathic Communication: 3. Accurately Assessing? -The levels of empathy offered by social workers are likely to correlate with their clients’ levels of?
Client problems,
self-exploration.
Multiple Uses of Empathic
Communication: 4. Responding to Clients’?
Nonverbal messages
Multiple Uses of Empathic
Communication: 5. making Confrontations more?
palatable
Multiple Uses of Empathic
Communication: 6. Handling ? Presented by Clients
obstacles (ex. clt’s opposition)
Multiple Uses of Empathic
Communication: 7. Managing ? and patterns of?
anger,
violence
Teaching clients respond empathically:
1. Teach clients the?
paradigm for empathic responding
Teaching clients respond empathically: 2. Introduce clients to the list of?
affective words and
phrases
Teaching clients respond empathically: 3. Intervene in sessions when clients ignore or fail to?
validate messages
Teaching clients respond empathically: Give positive feedback when you observe clients?
listening to each other
Authenticity (genuineness): Authenticity is defined as the sharing of ? by
relating in a 5 manner
self.
natural, sincere, spontaneous, open, and genuine
Paradigm for responding authentically. (1)"I" (2) specific ? or ? about (3) neutral description of because (4) ? of situation on sender/others
feelings or wants
event
impact
Two types of Self-Disclosure:
- self-involving statements
2. personal self-disclosing
Guidelines for Responding Authentically: 1. Personalize messages by using the pronoun ?
I (ai)
Guidelines for Responding Authentically: 2. Share feelings that lie at varying ?.
depths
Guidelines for Responding Authentically: 3. Describe the situation or targeted behavior in ? or ? terms.
neutral or descriptive
Guidelines for Responding Authentically: 4. Identify the specific ? of the problem situation or behavior on ?
impact,
others
Cues (impetus) for Authentic responding:
- clients’ request for social worker’s ?2
- Social workers’ decision to share perceptions they believe will be?
- personal information and
perspective - helpful
Authentic responding initiated by social workers:
1. Disclosing ? experiences
past
Authentic responding initiated by social workers:
2. Sharing “4”
perceptions, ideas, reactions, and formulations
Authentic responding initiated by social workers:
3. Openly (and Tactfully) sharing reactions when?
put on the spot.
Authentic responding initiated by social workers:
4. When experiencing “?” in sessions.
discomfort
Authentic responding initiated by social workers:
5. When client’s behavior is ?2
unreasonable or distressful
Authentic responding initiated by social workers:
6. When clients give “?”
positive feedback
Positive feedback can:
- Increase “?” of positive behavior
- Increase self-?
- Develop positive self “?”
- Initiate sense of “?3” over their situation.
- frequency, 2. confidence,
- image,
- satisfaction, accomplishment, and control
SEEKING CONCRETENESS: Types of responses that facilitate
? of expression by clients.
Useful for:
1. Checking out “?”
2. Clarifying the meaning of “? or ?” terms
3. Exploring the “?” of conclusions drawn by clients
4. Assisting clients to “?” their statements
5. Eliciting specific “?”
specificity
- perceptions
- vague or unfamiliar
- basis
- personalize
- feelings
Seeking concreteness (continued) useful for:
- Focus on the “?”, rather than on the distant past
- Elicit details related to clients’”?”
- Elicit details related to “?” behavior
- Clarify details of “?2”
- here and now
- experiences
- interactional
- timelines, expectations
7 common Verbal Barriers:
1. “4” ing
Reassuring, sympathizing, consoling, excusing
7 common Verbal Barriers:
2. Advising and giving suggestions or solutions “?”
prematurely
7 common Verbal Barriers:
3. Using “?” or employing “?”
inappropriately
sarcasm, humor
7 common Verbal Barriers:
4. “?2”, or placing blame
Judging, criticizing,
7 common Verbal Barriers:
5. Trying to convince clients about the “?” through logic, lecturing, instructing, or arguing.
right point of view
7 common Verbal Barriers:
6. Analyzing, diagnosing, or making glib or dramatic “?”
interpretations
7 common Verbal Barriers:
7. Threatening, warning, or “?”
counterattacking
9 (more) counterproductive
patterns of communication
1. ?questions
2. Asking “?” questions
stacking (asking multiple)
leading
9 Counterproductive
patterns of communication:
3. “?ing” inappropriately or excessively
interruption
9 counterproductive
patterns of communication:
4. “?ing” interaction
5. Fostering “?” social interaction
dominating
safe
counterproductive
patterns of communication
6. “?ing” infrequently
7. “?ing”, or overusing certain phrases or cliches
responding
parroting
Counterproductive
patterns of communication:
8. Dwelling on the “?”
9. Going on “?”
remote past, fishing expeditions (pursuing content that is tangentially related to client concerns)
