How to establish an effective relationship with service users

Learning Objectives

After considering this resource, you should understand that establishing a relationship involves lots of different kinds of communication.

Woman standing by wall in a hooded coat

Effective communication is comprised of a 'complex interaction' (Lishman, 2009, p.26) of verbal, non-verbal and symbolic communication. How you present yourself and how you talk with and listen to the service user therefore, are significant in establishing a helpful relationship with those you are working with.

Georgina started working with her social worker, Lisa, because of her daughter Kayleigh's poor attendance at school. In the following case study, Georgina talks about how her relationship with Lisa has developed.

Download: Audio transcript

Reflective Questions

  1. What messages could you communicate non-verbally to a service user by your choice of clothing?
  2. How might you convey you are listening to someone through your non-verbal communication?
  3. What skills does Lisa use to communicate verbally with Georgina?
  4. How do professional values help to establish a relationship with a service user?

Reference:
J Lishman (2009) Communication in Social Work, 2nd edition. Basingstoke: Palgrave Macmillan.

Case studies