Jane Addams
Facial expressions, eye contact, gestures and posture are all forms of this type of communication
Nonverbal Communication
Much of our communication is conveyed through nonverbal communication. When our verbal and nonverbal communication does not align, clients tend to believe our nonverbal communication
"I hear you say that you are feeling down" is an example of this type of empathic communication
Surface Empathy
These statements are a direct reflection of the feelings and concerns expressed by the client. Conveys attentiveness and signals you are listening.
"You have to take some responsibility for your life" is an example of this type of ineffective verbal communication
Trying to Convince Clients Through Logic, Lecturing, Instructing or Arguing
This approach is the opposite of the collaborative, supportive approach required of Social Workers. Can cause some clients to become more dug in on their belief.
Using phrases like "Bet", "No Cap", "Bruh" and "Slay" when interacting with young clients is an example of this type of inappropriate interviewing techniques
Parroting or Overusing Certain Phrases or Cliches
Avoid repeating client's word verbatim and try to find and use fresh language in your sessions
This type of question defines a topic and restricts responses to a few words or a simple "yes" or "no" answer
Closed-Ended Questions
These types of questions can be helpful when used sparingly but used too often and it may create an interrogation type of environment
Social Workers use this skill to review key details and highlight patterns or themes shared by the client
Summarizing Responses
Summarizing provides the client the opportunity to confirm or correct the Social Workers understanding along with creating new insights
Inactivity and failure to intervene in destructive situations are examples of this type of inappropriate interviewing techniques
Responding Infrequently
It is important to monitor your responses in session and ensure that you are utilizing the time you have with your clients in a useful manner
Not spending enough time exploring the present circumstances, behaviors and feelings is an example of this inappropriate interviewing technique
Dwelling on the Remote Past
It is helpful to explore the past but our progress should be towards the present and what intervention can be applied moving foward
Too many questions at once may cause the client to just superficially answer the question. Slow down and focus on one question at a time
"I think you need to try a new approach with your child. Let me suggest that..." is an example of this type of ineffective verbal communication
Advising and Giving Suggestions or Solutions Prematurely
While there may be times to offer advice, relying on this communication type too often will take away client's self-determination and skips the importance of the client learning their own problem solving
"You'd better...or else!" is an example of this type of ineffective verbal communication
Threatening, Warning or Counterattacking
There will be times that a client gets under your skin. But this type of response is the opposite of the values and ethics we follow as Social Workers.
"Did you get up on the wrong side of the bed?" is an example of this type of ineffective verbal communication
Using Sarcasm or Employing Humor Inappropriately
Humor can help to lighten the mood or "unstick" a situation. Humor and Sarcasm used too often can cause the sessions to stay surface level or create counterproductive responses from the client
This type of question can not be answered with single word answers
Open-Ended Questions
This type of question typically leads a client to share high levels of detail and nuance
Exploring content that is only partially related to the presenting client concerns is an example of this inappropriate interviewing technique
Tangential Exploration
Exploring too many "side-streets" may create confusion on behalf of the client and takes focus off the presenting issue
Using too many close-ended questions or talking too much is an example of this type of inappropriate interviewing technique
Dominating the Interaction
Social Workers need to be self-aware of any potential differences in communication style and ensure that the approach is collaborative
This inappropriate interviewing technique occurs when a social worker lets personal assumptions or stereotypes influence how they listen and respond to clients
Failing to Be Aware of Bias
Examples of bias that should be addressed by social workers are Implicit Bias and Cognitive Bias
Asking Leading Questions
An alternative question would be: "What impact do you think dropping out of school might have?" Leading questions may represent a hidden agenda or specific way we expect the client to respond
Jay believes that this is the most important component of the helping process
Rapport Building
The first step towards progress is helping your clients feel safe and that you can be trusted
"You're wrong about that" is an example of this type of ineffective verbal communication
Judging, Criticizing or Placing Blame
These types of comments can cause a client to not feel supported. Goes against our requirement to be nonjudgmental and accepting.
Only discussing surface level topics and avoiding topics around client's feelings is an example of this type of inappropriate interview technique
Keeping Discussions Focused on Safe Topics
Safe topics are good for relation building but the professional relationship will need to move beyond. Helpful and growth-producing relationships feature sharp focus and high specificity.
"You're behaving that way because you are angry with your partner" is an example of this type of ineffective verbal communication
Making a Declaration Rather than Inviting a Discussion About Options
There may be times when this approach is appropriate; but should be used sparingly. The alternative approach is to help clients identify their own feelings and behaviors.
"I just think you are doing awesome" is an example of this type of inappropriate interviewing technique
Vague Effusive Positivity
While well-intentioned, these responses lack the specificity that helps a client identify their strengths
"Don't worry, things will work out" is an example of this type of ineffective verbal communication
Reassuring, Sympathizing, Consoling & Excusing
This verbal response can be helpful at times. But without appropriate use can cause social workers to seem out of touch to client's true feelings. A better response would be an empathetic response validating their feelings.
Frequent use of this inappropriate interviewing technique may leave the client feeling annoyed while also stifling spontaneous expression and hindering exploration of problems
Interrupting Inappropriately or Excessively
There may be times that a Social Worker needs to interrupt a client (maintain focus, verify information, etc). To avoid frequent interruptions, come prepared with a plan of questions you need to cover.
This type of empathic response focuses on the direct feelings and also incorporates speculation about feelings and emotions by adding feeling words
Reciprocal Empathy
This type of response conveys that the Social Worker is listening while also potentially creating new insights for the client