Communication in Social

Work/Psychology
Parris, M. (2012). An Introduction to Social Work Practice. McGraw
Hill. (Section 3; pg. 103-118)
Lesson 9 : 19 February 2025
 Moment of Thought
• Take a few minutes thinking/reflecting about the
communication and interaction you have engaged
in this morning.

• Identify the ways in which you have been in

communication with others.

• Share with the class the types of communication

one finds.
Introduction

The ability to communicate is an essential part of our lives and

many of us probably take it for granted, unless something happen
which makes communication difficult or challenging.

Communication is not only seen as a human need, but also as a

human right (SCOPE 2002).

Failure to communicate appropriately and effectively with people

in a manner they can understand, taking into account any specific
communication needs, breaches their human rights.
 What is communication?
• Can be described as a process by which a
message is conveyed from one person to another.
• Communication is a process that involves a
message by the sender to the receiver and
feedback given.
• There are two types of communication verbal
and non-verbal communication.
• Core of every relationship.
• SW/Psych heavily rely on effective
communication, which aims to facilitates change
in the process.
 Communication
• A person with a learning disability may communicate via signs or
written symbols, a person with cerebral palsy my use
communication aid such as pictures.
• Communication vary in length and intensity from a quick wave or
chat to an hour’s lecture.
• It is through communication that we keep in touch with the world
around us, our friends & family and the wider community.
• Communication is crucial in promoting social inclusion and a
sense of belonging and being validated as a human being.
 Types of Communication
• Verbal • Not all communication
communication is verbal:
• What is said out loud • Eg. We communicate
• Includes volume, tone through a smile, or a
of voice, language sighs gesture, by letter &
• Non-verbal email and we receive
communication communication from
• Not communicated newspapers, the
orally, etc. body internet & tv. Etc.
language
 Non-Verbal Communication
• Unspoken or non-verbal
communication is an
important source of
information.
• Non-verbal e.g. body
language and facial
expression, vocalizations or
sounds, behavior,
impressions
• Created by the way people
Mencap (2008), estimated
dress and symbolic
communication –including
touch and proximity.
• Dance, instrumental music, play, art and mime are
also forms of non-verbal communication and are
used in certain types of specialized therapy such
as play therapy.
• Systems of non-verbal communication includes
alternative communication known as sign
language.
• Non-verbal communication is essential
to understand not only a message, but
more importantly, the feelings behind
the message.
Patterns Of Communication
Principles of Communication
Completeness
Conciseness

Consideration Concreteness

Clarity Courtesy

Correctness
Challenges in Communication
• Clear communication is not always straightforward.
• There are a number of factors which challenge and
form barriers to it, potentially causing
miscommunication between helping profesional
and others.
• Can result in misunderstanding or what we call
‘crossed wires’, which can lead to people becoming
offended or crucial information not being
understood, with potential serious consequences.
 Exercise on Challenges
In the chart, write the factors which could
result in miscommunication.
Factors include
• The use of
language/terminology

• Cultural factors

• Attitudes & prejudice

Use of Language

• The way people use language and the meanings attached to words can be a source of
confusion.
• Language operates at different levels of complexity & as helping professionals we need to
ensure that we use language which is accessible to the people with whom we are
interacting.
• Meaning being able to gauge the most appropriate level & type of language to use without
appearing to patronize the listener& without under/over-estimating their linguistic
capabilities.
• The use of jargon, acronyms & abbreviations by helping professionals can form a
communication barrier not only with service users, but also with other professionals, etc.
 Cultural Factors
• Differences between cultures
can lead to
misunderstandings.
• There are differences in
meaning of hand gestures.
• Differences between cultures
and dialects in different
regions.
• Differences in language
between age groups & social
classes that we need to be
aware of.
 Attitudes & Prejudice
• Attitudes & prejudice can be powerful barriers to
communication.
• Lead to assumptions being made about people which
can prevent an open and productive dialogue.
• Assumptions may lead to practitioner pre-judging or
jumping to conclusions and being unable to hear what
the person is trying to tell them because they have
already formed an opinion based on stereotypical
thinking.
• In interacting with others keep an open mind and be
aware that there may be range of explanations for and
perspectives on situations.
• Monitor your thinking to eliminate bias and
prejudgment.
 Body Language
• Body language refers to the messages we
convey through our postures & gestures.
• Lishman (2009), warns us to be careful not to
jump to conclusions too quickly because of
body language, eg. facial expressions can be
open to interpretation.
• However, it could be an indicator of how people
are feeling- eg. A stressed/anxious person will
show muscle tension and their voice may
become higher-pitched or ‘wobbly’.
 Facial Expressions
• Facial Expressions can be a rich source of information
and provide valuable clues about how people are feeling.
• However, it can also be open for misinterpretation.
• Be careful not to interpret smiling as approval of what
service user is saying, which may not be the case.
• Eye contact is subject to cultural variations and in some
cultures it is considered polite to avert the gaze.
• Too little eye contact in some western cultures may be
perceived negatively as denoting someone is shifty or
untrustworthy, bored, disinterested, lacking in self-
esteem or not engaged.
• Too much eye contact may be problematic, denoting
aggression, hostility and challenge.
 Values in Communication
• Our way of communication or failing to communicate with
others conveys powerful messages about the value we
place on them and our relationships with them.
• We as helping professionals need the following values in
our communication with clients:
• Respectful Patient & attentive
• Punctual Trustworthy
• Reliable Fair
• Flexible Honest
• Listening Responsive
• Person-centered Knowledgeable
• Holistic and attending to practical & Emotional concerns.
 Empathy
It refers to the way in which a
Empathy is a key component
practitioner attempts to
of skilled communication and
imagine how the situation
an important concept in the Empathy is a value and skill.
might feel from the service
practices of helping
user’s perspective and to
professionals.
respond accordingly.

Empathy differs from

sympathy, which implies
Mearns(2007: 57) states: ‘in
feeling sorry for, or pitying the
empathy the counselor
Empathy describes the ability other person. It takes a
turning into the client’s
to put ‘oneself in the other holistic view of the service
experiencing process and
person shoes’. user’s situation & involves
gaining a sense of how it feels
acknowledging & attempt to
to be him/her’.
understand the totality of the
emotions experienced.
 Communication in Social
Work/Psych

• Clear & effective communication plays a vital role in social

work/psychology, because it is a professional activity which is based
on building relationships with people and using skilled interaction to
exchange & use information.
• Social workers/psychologists use communication in order to make
assessments of people’s circumstances to advocate on their behalf
• To provide & review services.
• Effective communication is an essential component of social
work/psychology and social care…it is necessary for social
workers/psychologists to have effective communication skills if they
are to promote self help and empowerment (Joyce Lishman, 2009:1).
 Multi-professional communication

• In a typical day social workers/ psychologist could communicate

with general practitioners, community nurses, hospital doctors,
consultants, professionals in the health care setting such as
physiotherapists, occupational therapists, speech and language
therapists, audiologists and hearing therapists.
• Teachers, house workers, benefit staff, police and probation
officers, staff in residential care and day care provision.
• Social workers are expert witnesses giving evidence in a court of law
and be cross-examined by a magistrate or lawyer.
• You may have contact with the bank, the church, local counselors,
community activists and members of the public.
 Effective Interpersonal Communication
Skills
Listening Skills- develop the ability to listen carefully and pay attention to
details
Nonverbal behaviors

Building Trust- establish rapport and gain the clients' trust

Handling conflict

Getting information, such as role playing or word association

self-awareness
 Exercise on Alternative Communication Methods & Strategies

• In groups.
• Imagine that you are lost in the suburbs of an unfamiliar foreign
country.
• You do not have a map, your mobile phone has been left at the hotel
and you need to be at a specific location in the city center to meet
someone who is important to you – in half an hour.
• You do not speak the same language and have no phrase book with
you.
• Just to make matters more complicated you have lost the scrap paper
on which is the name of the meeting place, although you know that it
is opposite the railway station(and, no, there are no internet cafes
within the immediate locale).
 Exercise (2)
Make note of:

• What you would do next.

• What steps you would take to locate your meeting

point.

• What communication techniques you might use.

• What emotions you would be likely to feel in this

situation.
• Share with the class.