Methods to Obtain and Provide Feedback

10th Principle

A social worker must make sure that the communication method is appropriate. For a younger person, texting, email, or an online questionnaire may work, whereas a face-to-face conversation may be needed for others. The language should be jargon free and issues such as language, culture, and disability may affect the ways in which people both understand and react to requests for feedback. Asocial worker may want to use close-ended questions and/or open ones to capture needed data.

7th Principle

Always be clear about why feedback is needed and what will be done with the information.

9th Principle

Be aware that the feedback may be very different depending upon when it is solicited. It is critical to realize how recent events may have influenced information received. Getting feedback repeatedly at several different times may be needed to see if responses differ.

6th Principle

Confidentiality should be respected if the informant wants it.

8th Principle

Documentation of feedback is essential.

4th Principle

Feedback is especially critical at key decision points (such as when transferring or closing cases).

1st Principle

Feedback may be either verbal or nonverbal, so social workers must make efforts to see what clients are trying to convey verbally or via their behavior and nonverbal cues in order to see whether interventions should be altered.

5th Principle

It is important to guard against influencing people to respond in a particular way; this influence may be unintentional, because a social worker may have more influence or power than the individual from whom feedback is sought.

3rd Principle

Social workers should ask for feedback in difficult circumstances—not just when circumstances appear neutral or positive. It can be tempting only to ask for feedback from people who will say something positive. Sometimes the best learning can be from those who will be critical. Talking through difficult feedback in supervision is important.

2nd Principle

When social workers involve consultants or others in the feedback process related to client care, clients should provide consent.