Communication Skills For Interpersonal Business Communication Are Essential.

Describe about the Communication Skills for Interpersonal Business Communication.

Social workers in their day to day work need to communicate effectively with the people they deal with such as service users and careers, fellow colleagues in this field, their seniors, and other professionals. In communicating with these people, there are various challenges, rules and languages to be employed. Hence, the lack of effective communication for a long time has been the root cause of major tragedies that have faced the field of social work (Steven, Beebe, & Mark, 2006). Communication ought to be a two- way process, involving a minimum of two people. It is imperative that a social worker communicates clearly and sets an environment that allows others to communicate with him/her. A social worker should be able to communicate through words, tone, posture and gesture, behavior, facial gestures, clothes and appearance. The emotional state of an individual deeply affects communication and social workers deal with people with different emotions hence harbouring negative emotions can interfere with the social worker’s clarity of thoughts, choice of right words, ability to hear and comprehend what is being shared to them (Staniforth, 2015). Effective communication by a social worker ought to be based on warmth and respect, and appreciation of the essence of the subject of communication to the other party.

In his/her day to day lifestyle, a social worker communicates with clients to obtain information, deliver critical information and make crucial decisions. As a result, he/she needs to employ effective communication skills to evade making mistakes that may cause detrimental effects to their clients. The important communication skills a social worker should employ include;

Listening skills

A big portion of a social worker’s schedule entails interviewing clients and other parties involved in a client’s care. In order to provide effective counseling to clients, it is imperative for the social worker to listen carefully and pay utmost attention to the details of the information from clients. This skill may entail note taking to enable the social worker recall what the client said. Moreover, attention should be paid to the social worker’s reaction to the client as he/she speaks (Staniforth, 2015). This helps avoid giving an indication that the social worker is not in agreement with what his/her client is saying, interrupting his/her client, engaging in destructive activities such as doodling, multitasking, eye rolling, or yawning and appearing as if not interested in the client’s presentation.

Effective Communication in Social Work Practice

Getting information

Social workers handle people with unique problems. Some of these people may be unwilling to share their problems. Others may share the problems but in a way difficult to understand. It is important for the social worker to know how to ask the right questions that will make the client build confidence and share the problem. In some cases, the social worker may have to alter the language of communication to enable the client understand the questions he/she is being asked (Maguire & Pitceathly, 2002). Furthermore, situations may arise that may force the social worker to use alternative tactics to get information from clients; such as role playing or word association.

Social workers should employ use of nonverbal communication such as use of visual cues as body language (kinesics), distance (proxemics) and physical appearance, of voice (paralanguage) and of touch (haptics). Use of non-verbal communication strategy helps improve interaction between the social worker and his/her client (Hall & Slembrouck, 2009). Since non-verbal communication is more emotional, most people usually have less conscious control on the non-verbal communication they use over what they say vocally hence making it more instinctive. As a result, a social worker should trust non-verbal communication over words in the event of a mismatch. However, in using non-verbal communication, a social worker should be aware of the different cultures of his/her clients. For instance, some culture may allow the social worker to keep a closer distance while others may prohibit the same.

Building Trust

Social workers deal with clients with deep secrets that others may be unwilling to share. It is imperative that the social worker makes his/her client feel that the social worker has his/her best interest at heart (Training, 2010). The client’s agenda should be given top priority over the social worker’s agenda. This may entail taking the client in a venue of his/her choice where he/she feels that his/her privacy is guaranteed. The client should also be made to understand that his/her secret will be safe with the social worker.

Conflict

Social workers should as much as possible avoid conflict with their clients. Conflict between a client and a social worker may arise if the social worker threatens or warns the client, judging or making inappropriate generalizations, reacting to the client’s situations through making criticizing comments. Some cases may call for the social worker to use a mediator or impartial party to diffuse tension (Hargie, 2010).

Importance of Communication in Social Work Practice

As a social worker, it is my daily routine to work with clients of various problems, most of whom would not share out what they consider top secrets; seeking to have them share their issues and then advise them appropriately. In order for them to open up, it is important that I employ the use of Interpersonal communication skills as outlined by Beebe, Beebe, and Redmond.

Interpersonal communication- Relating to Others by Beebe, Beebe, and Redmond covers the manner in which we interact with one another, and how best we employ the use of communication skills such as body language, distance in space, non-verbal cues and how such skills can help or hinder sharing of information (Beebe, Beebe, & Rednind, 1996). It puts emphasize on the importance of building communication confidence in various interpersonal relationships and interpersonal contexts. Here, I sought to find feedback from one of my regular clients; Melisa, a victim of domestic violence. This feedback will help me measure my strengths and identify the areas I ought to improve so that I could become an effective communicator. This was Melisa’s feedback concerning my communication skills:

Melisa acknowledges that I always apply the use of non-verbal cues. For instance, she reminded me of how I always put on a smile and that this signaled warmth and made me more approachable (Rubin & Martin, 1994). She also maintains that I always kept a close distance which made her feel comfortable being around me and sharing. I also, according to her, employed the use of body gestures such as nodding my head as a sign that I was listening and getting what she was saying, I at times shook my head as a sign that I was in agreement with what she was saying. However, she pointed out that I was poor when it came to maintaining eye contact (Duffy, et al., 2004). She pointed out that, in some instances, I looked down whenever she looked me straight in the eye, especially when she narrated her emotional experience.

She points out that I am a good listener. That I would always note down whatever she was saying in a notebook and that this made the conservation appear more professional and serious and ensured that I do not forget what we discus, (Hobgood, et al., 2002). That I always remain attentive through most part of the session and this keeps her going on to share out her story. I never interrupted her. However, she notes that at times I could not hold unto my emotions. That there are instances when she could notice tears in my eyes as she narrated the sad bit of her story. This in turn made it difficult for her to continue sharing as she could also be overcome by emotions.

Melisa notes that my skills when it comes to getting information are good. She notes that I asked her the right questions. That in some cases I applied other tactics of getting information from her such as role playing and word association whenever she was reluctant to share some information. However, she notes that in some instances, I asked questions that were judgmental (Richmond & McCroskey, 1997).

Mellisa admires the manner in which I developed a good rapport that made her build trust and have confidence to share everything with me (Wood, 2015). That I took her to the garden far from home where we were only two of us made her even more confident since nobody but I was listening to her secret. Having assured her of the safety of her secret encouraged her to open up. From Melisa’s feedback, my career is on the right track (Wood, 2015). However in order to attain the status of an effective communicator, I will enroll for part time effective communication classes to further my communication specialty.

References  

Beebe, S. A., Beebe, S. J., & Redmond, M. V. (1996). Interpersonal communication: Relating to others. Boston: Allyn & Bacon.

Duffy, F. D., Gordon, G. H., Whelan, G., Cole-Kelly, K., & Frankel, R. (2004). Assessing competence in communication and interpersonal skills: the Kalamazoo II report. Academic Medicine, 79(6), 495-507.

Hall, C., & Slembrouck, S. (2009). Communication with parents in child welfare: Skills, language and interaction. Child & Family Social Work, 14(4), 461-470.

Hargie, O. (2010). Skilled interpersonal communication: Research, theory and practice. Routledge.

Hobgood, C. D., Riviello, R. J., Jouriles, N., & Hamilton, G. (2002). Assessment of communication and interpersonal skills competencies. Academic Emergency Medicine, 9(11), 1257-1269.

Maguire, P., & Pitceathly, C. (2002). Key communication skills and how to acquire them. British Medical Journal, 325(7366), 697.

Richmond, V. P., & McCroskey, J. C. (1997). Communication: Apprehension, avoidance, and effectiveness. Pearson College Division.

Rubin, R. B., & Martin, M. M. (1994). Development of a measure of interpersonal communication competence. Communication Research Reports, 11(1), 33-44.

Staniforth, B. L. (2015). Communication Skills in Social Work. International Encyclopedia of the Social & Behavioral Sciences.

Steven, B. A., Beebe, S. J., & Mark, R. V. (2006). Interpersonal Communication (Relating to Other).

Training, M. T. D. (2010). Effective communication skills. Bookboon.

Wood, J. T. (2015). Interpersonal communication: Everyday encounters. Nelson Education.