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15 Cards in this Set
- Front
- Back
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Active Listening |
various techniques focused on both verbal and non verbal communications social worker only speaks to get a better understanding of what the client is expressing |
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Furthering responses |
a technique used to demonstrate that the social worker is listening. techniques often used are short verbal or non verbal cues to continue Ex: ummmmmmmm or "go on" or head nodding |
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rephrasing |
restating what the client said using the client's words, but substituting some words for emphasis ex: client: leaving my husband would not be easy SW: leaving your husband would be hard |
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paraphrasing |
the re-phrasing or re-statement of the client's statements demonstrating what the social worker understood the clients statement to be ex: client: whenever i go to the nursing home to visit my mother, i start to cry, my heart feels like it skips a beat, and i feel like i cant breathe SW: It sounds like you are saying that seeing your mother in the nursing home makes you feel sad, anxious and scared. |
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clarification |
asking the client a question encouraging him/her to be more explicit and to expand on what s/he was saying client: I don't want to give up the baby. I want to find him a family that can give him everything he wants SW: I'm not sure I understand... Are you saying that you want to keep the baby, but don't think you can afford it? |
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encouragement |
using words or phrases, such as "go on" and tell me more to encourage the client to keep talking
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summarization |
taking statements that the client said and putting it all together in an easy to follow summary of the whole situation. |
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exploring silence |
being attentive to the periods of tie when the client pauses and is silent |
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partilization |
taking a client's overwhelming and seemingly insolvable thoughts and statements and breaking them up into smaller more manageable parts ex SW: lets thake these things one at a time |
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reflecting listening |
clarifying for the client what her/his feelings are at the moment and encouraging further expression of understanding of those feelings |
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nonverbal communcation |
using gesture, facial expressions, and body language to convey a message to a client ALWAYS keep eye contact, soft, tone of voice, sit facing client. |
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open-ended questions |
the BEST type of question to use to elicit information - client responds in their own words - encourage the client to describe her/his thoughts and feelings |
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closed ended questions |
should be avoided when trying to elicit information from from client. allows client to respond with short direct answers usually yes no answers |
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leading questions |
should be avoided when asking clients questions. contain the intended answer in the question. |
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stacked or complex questions |
should be avoided contain multiple parts or series of questions present confusion |
