Chapter 7
Using Sarcasm or Employing Humor Inappropriately
"Did you get up on the wrong side of the bed?" "You really fell for that line" Can be distracting - keeping the content of the session on a superficial level and interfering with mutual objectives
Advising and Giving Suggestions or Solutions Prematurely
"I suggest that you move to a new place because you have had so many difficulties here" "I think you need to try a new approach with your daughter. Let me suggest that..." Appear at points to turn off from listening to the client and seem to be engaging in an internal dialogue related to formulating a solution to concerns raised
Trying to Convince Clients about the Right Point of View through Logic, Lecturing, Instructing, or Arguing
"Let's look at the facts about drugs" "You have to take some responsibility for your life, you know?" Provokes a boomerang type effect - clients not unconvinced of the merits of the social worker's argument but may also be more inclined to hold onto their beliefs than before
Threatening, Warning, or Counterattacking
"You'd better...or else" Inhibit the natural flow of a session and limit information revealed
Reassuring, Sympathizing, Consoling, or Excusing
"You'll feel better tomorrow" "don't worry, things will work out" etc.. need to convey that they hear and understand their clients' difficulties as they experience them
Analyzing, Diagnosing, or Making Glib or Dogmatic Interpretations
"You're behaving that way because you're angry with your partner" Interpretations present a threat to clients - feel exposed or trapped
Judging, Criticizing, or Placing Blame
"You're wrong about that." "Running away from home was a bad mistake" Responses that evaluate and show disapproval can be detrimental to clients and to the helping process
If you also eliminate ineffective styles of responding and test out new communication skills
- students' fear that in relinquishing old style, giving up an intangible part of themselves - experience fear related to the fact that they have developed methods or styles of relating that have influenced and "moved" clients in the past
common verbal barriers that have immediate negative effects
1) reassuring, sympathizing, consoling or excusing 2) advising and giving suggestions or solutions prematurely 3) using sarcasm or employing humor that is distracting or makes light of clients' problems 4) judging, criticizing, or placing blame 5) trying to convince client about right point of view through logical arguments, lecturing, instructing or arguing 6) analyzing, diagnosing, or making glib or dogmatic interpretations 7) threatening, warning, or counterattacking
Stacking Questions and Using Double-Barreled Questions
Diffuses the focus and confuses clients Clients often respond superficially
parrotting or overusing certain phrases or cliches
Do not merely repeat clients words - use fresh language that captures the essence of the message
Keeping Discussions Focused on Safe Topics
Excluding feelings and minimizing client disclosure
Dwelling on the Remote Past
Helps differ regarding the amount of emphasis they believe should be accorded to gathering historical facts about clients Focusing on the present is VITAL - can change only their present circumstances, behaviors, and feelings
responding infrequently
Ignoring fruitful moments that could be explored to promote clients' growth
Failing to be Aware of Cognitive Bias
Influence how we interact with clients and require substantial self-awareness to change and address
Interrupting Inappropriately or Excessively
Must be purposeful, well-timed, and smoothly executed
Going on Fishing Expeditions (Tangential Exploration)
Pursuing content that is only tangentially related to concerns
Dominating the Interaction
Should not talk too much or ask too many closed-ended questions Can foster a one-up, one-down relationship
competence
able to recognize our errors, taking ownership of those errors and working towards improvement
stacking questions
asking multiple questions at the same time
physical attending
basic skill critical to helping process - Communicated by receptive behaviors
reactance theory
clients will act to protect valued freedoms - freedom to have one's own opinions and the inclination to action - when threatened: clients withdraw, argue, or move to superficial topic
receptive behaviors
facing client squarely, leaning forward, maintaining eye contact and remaining relaxed
leading questions
have hidden agendas designed to induce clients to agree with a particular view or to adopt a solution that social workers deem to be clients' best interest
cognitive bias
seeking out info that confirms our understanding, preferences, or perceptions while ignoring info that contradicts these biases
nonverbal cues
serve to confirm or deny messages conveyed verbally
captive clients
situation in which there is a power differential and client can not readily escape
nonverbal behavior
strongly influence interactions between people and social workers' nonverbal interview behavior contributes significantly to ratings of their effectiveness
taking inventory of nonverbal patters of responding
three-fold task 1)assess your repetitive nonverbal behaviors 2) eliminate nonverbal styles that hinder effective communication 3) sustain and increase desirable nonverbal behavior
leakage
transmission of info about feelings and responses that the sender did not intend to communicate to the receiver
Gauging The Effectiveness of Your Responses
two-fold task monitor, analyze, and eliminate your own ineffective responses while simultaneously observing, managing and modifying ineffective responses by your clients also eliminate ineffective styles of responding and test out new communication skills