Example: Director of another agency’s rehabilitation unit might say to you, “I think your agency should maintain more involvement with my program.” ___ what the director said, you might respond, “You mean that you would like to have representatives from my agency visit your staff.” In this situation you are attempting to ___ for both yourself and the director exactly what “more involvement” means.

Making certain that what another person says is understood.

Example: a colleague approaches you and says, “I can’t seem to keep up with all that *%#&*#! paperwork!” A ___ might be, “Wow, you really sound mad. I guess this load of paperwork is getting to you.”

Help another person say more clearly what he really means by providing the words for it.

It is important to look another person directly in the eye as you communicate

The second part of ‘reflective listening’ is for the social worker to be focused on ___ of the other person.

(of pictures, diagrams, posters, logos, etc.)

Involves the use of words, whether spoken or written.

Translating into words what you think the other person is feeling.

Elements of the Communication Process

To be able to place themselves emotionally and psychologically in the situation of the service user.

It refers to the proper course of transmission of communication.

To explain what the other person is saying for your own benefit.

It can be used to reinforce what is said verbally and the fact that you mean what you say.

Feelings may be evident by the narrative but also revealed through tone of voice and attitude, and non-verbally through gesture and body position.

It can be conveyed in various ways: verbally, non-verbally, and through symbols.

This establishes a rapport between you and conveys that you are attending to what the other is saying.

It involves the social worker directly asking the service user about how they feel about a particular issue.

Conveyed through the person’s physical appearance, dress, facial expression, behavior, gestures, sounds, silence, touch, eye contact.

It has a variety of purposes: It can communicate to another person that you are really trying to listen to what she’s saying, and it can let her know you did not understand her real intent so she can clarify her meaning.

It is a two-way process

Help another person say more clearly what he really means by providing the words for it. This is clarification ___.

Mass media as a channel comes in two forms:

A verbal means of displaying empathy that conveys that you understand both what others are going through and how they feel about it.

Person, group, or population segment/total population that is intended audience of a communication.

Communication is a term derived from the Latin words?

Restating what the other person is saying, but using different words.

To explain what the other person is saying ___.

The amount of space you allow between you and others is another aspect of?

From an individual, a group, or an institution. Initiated by a social worker, with her client, her co-worker, her agency, with a worker in another agency.

Put the focus on the other person and on what they are offering, rather than asking for additional information, or talking about other things.(Cameron, 2008)

It involves face-to-face contact with people. This can be a one-to-one basis or can also be on a group level.

Needs to be an ‘open question’

As a channel comes in two forms: (1) printed materials such as leaflets, posters, pamphlets, magazines, newspapers, etc. (2) electronics like radio, television, and films.

Channel:

Message can be conveyed in various ways:

A knowledge, an attitude, and/or behavior.

Example: a colleague might state, “I’m so furious with my supervisor. He never gives me any credit for anything!” You might then reply by ___ his statement: “You’re mad at your boss because you don’t think he appreciates all the work you do.”

Includes ‘reflective listening’ (a term used by Cameron, 2008) as well as other skills, such as ‘reach for feeling’ (Shulman, 2009) and ‘putting feelings into words’

According to ___ skills of ‘reach for feeling’ and ‘putting feelings into words’ are useful for drawing out these feelings which may not be immediately at the surface or are difficult to express.

The acronym SOLER is usefully provided by Egan (2007) to describe the key elements of such positioning:

“communicare” which means to

“communis” which means to

A ___ can also communicate messages.

The social worker needs to receive these feelings in an open, warm and receptive manner. (Cameron, 2008).

Help another person say more clearly what he really means by providing the words for it. This is ___ for the other person's benefit.

Good listeners put the focus on the other person and on what they are offering, rather than asking for additional information, or talking about other things.(Cameron, 2008)

Communication without the use of words