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GENERIC TOOLS IN SOCIALWORK PRACTICE FUNDAMENTAL S SNL RITING dl AND COMMUN —____ eee OMAIR A. SABTURANI, RSW, MPA, MSSW (CAR) INSTRUCTOR COMMUNICATION QO) Latin word communis — to make common, and the word communi-care, which means to share or to impart. UL) A two-way process and method by which a source purposively shares messages with a receiver directly or via a channel and both learn from each other. ELEMENTS OF COMMUNICATION # LISTENING O) The process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages; to hear something with thoughtful attention ol oll dl Inactive listening Selective listening Active listening Reflective Listening a he sl al ad le KEY CONCEPTS IN ACTIVETES Se) Display involvement in what the person is saying Carefully observe the person speaking Resist distractions Try to stay focused on what is being said Ask for clarification of anything that you do not fully understand Delay making judgments about what is said. BARRIERS TO ACTIVE| BS S\i hg 1. Internal Barriers O) Within the Listener — comparing, personal experiences, automatic talking, mind- reading, judging, day dreaming, perceptual errors QO) Within the speaker - expectations, avoidance, speaking in code, boundary 2. External Barriers Q) Noises, clutter, other interruptions ACTIVE LISTENING Reflecting Purpose ‘To show that you understand how the person ' feels. Action | Reflects the speaker's basic feelings. Example “You seem very upset.” ACTIVE LISTENING Encouraging, Purpose To convey interest. _To encourage the other person to keep talking. ‘Action Don’t agree or disagree. | Use neutral words. Use varying voice intonations. ‘Example “Can you tell me more...?” ACTIVE LISTENING Clarifying iy 'To help you clarify what is said. ch rca To get more information. | To help the speaker see other points of view. a T * Ask questions. Action | Restate wrong interpretation to force the | speaker to explain further. | ta | “When did this happen?” Example “Do | have this right? You think he told you to give him the pencil because he doesn’t | like you?” ACTIVE LISTENING ‘Restating Purpose ‘To show you are listening and understanding | what is being said. | | To help the speaker see other points of view. ‘Action | Restate basic ideas and facts. T ca t —e _ Example | So you would like your friends to include you at recess, is that right?” EMPATHIC LISTENING g C) Reflection of content and feeling at a deeper level. Its purpose is to try and get an understanding of what may be deeper feelings. SOLER AS TECHNIQUE IN[ee) (710 [eNitelN S - Sit attentively at an angle OU It is important to sit attentively at an angle to the person who uses the service. This means that you can look at the person directly and shows that you are listening to the person seated beside you and that you are conveying interest. 
