Verbal and nonverbal communication techniques
in which social workers are sitting up straight and leaning toward clients in a relaxed and open manner. Attentive listening can involve commenting on clients’ statements, asking open-ended questions, and making statements that show listening is occurring.
Active listening
assessment of strengths and needs to be used in the intervention process
Step 2
precontemplation (denial, ignorance of the problem)
Stage 1
refers to watching a real person perform the desired behavior
Live modeling
Soothing colors for decor and paint
Overall quiet; soft music
Neutral or pleasant aroma
Individual chairs with discrete seating areas
Individual bathroom options
Environment of Care
by social workers, which can show acceptance of clients’ feelings and promotes introspection or time to think about what has been learned (very effective when used with a client who is displaying a high degree of emotion).
Silence
evaluation of efforts
Step 5
action (taking direct action toward achieving a goal)
Stage 4
includes filmed or videotaped models demonstrating the desired behavior. Self-modeling is another form of symbolic modeling in which clients are videotaped performing the target behavior.
Symbolic modeling
Attire connotes professionalism; easy to identify staff members
Clothing not sexually provocative
Staff Appearance
using open- and closed-ended formats to get relevant information in a nonjudgmental manner
Questioning
termination and anticipation of future needs
Step 6
relapse (feelings of frustration and failure)
Stage 6
an individual models anxiety-evoking behaviors for a client and then prompts the client to engage in the behavior.
participant modeling
Clearly demonstrate proper manners and respect
Make every effort to minimize delays
Speak in clear, nonthreatening tones
Make eye contact
Smile and demonstrate a generally pleasant demeanor
Open physical stance, nodding
Open to change/not rigid
Staff Behavior
to show empathetic understanding of clients’ problems. These techniques can also assist clients in understanding negative thought patterns.
Reflecting or validating
engagement with client, group, or community
Step 1
contemplation (ambivalence, conflicted emotion)
Stage 2
clients are asked to use their imagination, visualizing a particular behavior as another describes the imaginary situation in detail.
covert modeling
Trauma policy/philosophy in place
Commitment to trauma-informed care articulated
All staff/clients/family members taught about trauma and its impact
Universal trauma screenings for all clients
Trauma status continually assessed
Clear organization plan for dealing with behavioral crises
Discrete areas for calming or crisis management identified
Feedback valued and concerted outreach efforts made
Organizational Understanding
by social workers to rephrase what clients are saying in order to join together information. Clarification uses questioning, paraphrasing, and restating to ensure full understanding of clients’ ideas and thoughts.
Paraphrasing and clarifying
Planning or design of intervention to address problem
Step 3
maintenance (maintaining a new behavior, avoiding temptation)
Stage 5
Whos the best dog?
Ginger
Treatment goals reflect consumer preferences
Treatment integrated across disciplines
Offering choice of treatment provider when possible
Everyday language used
All statements of abuse acknowledged and addressed
Sensitivity to seating configuration and proximity of seating options
Co-occurring treatment needs assessed and incorporated into service provided
Culture of origin respected and incorporated into service planning
Treatment Considerations