Communicating effectively: what would you do?
After considering this resource, you should be aware of the different issues surrounding different means of communication and the importance of considering the particular medium in the context of the service user's circumstances.
With so many tools of communication available to you as a social worker, such as email, telephone or face to face meetings, how do you decide which medium would prove the most effective interaction in the circumstances at the time?
This activity presents four different scenarios. Consider each one and respond accordingly to the question at the end of each case study. There is no wrong or right answer as different circumstances will change how you deal with situations. You might wish to discuss your views with other students or your practice educator or lecturer and to listen to other arguments. When you select an answer, feedback will be provided that will reflect the issues at hand.
Scenario 1
Kyron, a social worker in a Community Mental Health Team, is told that Ethan, a service user he is working with, has left an urgent message. Ethan can be demanding and his mental health condition results in him becoming depressed and anxious. He has admitted to having suicidal thoughts when dejected. The team's administrative assistant says Ethan sounded agitated and distressed on the telephone, said something unexpected has come up that he cannot deal with on his own, and needs to see Kyron immediately. Kyron has an hour, when he was planning to have lunch, before preparing for meetings he has later that day with other service users.
Should Kyron visit immediately, rather than telephoning Ethan?
The request for a visit sounds urgent and when Ethan is troubled he can be a risk to himself or others. By visiting immediately Kyron would be reinforcing the unreasonable view that a social worker can be available on demand. As Ethan can be demanding, the visit might turn out to be longer than Kyron intends, which would mean he has less preparation time for his other cases. Although social workers should be supportive, service users are primarily responsible for their actions.
It might be sensible for Kyron to phone Ethan, find out what has happened and make a judgement as to his emotional state. Kyron might be able to give him help and support on the phone and, if it seems vital, offer to visit later that day once he has finished his other appointments. On the other hand, the telephone is not the best medium of communication when someone is distressed and talking about complex or highly charged matters. A time limited telephone contact could make Ethan more upset. Kyron could consider a quick visit making clear to Ethan when he arrives that he only has a limited time to stay and that they would have to make another appointment if the circumstances suggest the need for a longer meeting.
The request for a visit sounds urgent and when Ethan is troubled he can be a risk to himself or others. By visiting immediately Kyron would be reinforcing the unreasonable view that a social worker can be available on demand. As Ethan can be demanding, the visit might turn out to be longer than Kyron intends, which would mean he has less preparation time for his other cases. Although social workers should be supportive, service users are primarily responsible for their actions.
It might be sensible for Kyron to phone Ethan, find out what has happened and make a judgement as to his emotional state. Kyron might be able to give him help and support on the phone and, if it seems vital, offer to visit later that day once he has finished his other appointments. On the other hand, the telephone is not the best medium of communication when someone is distressed and talking about complex or highly charged matters. A time limited telephone contact could make Ethan more upset. Kyron could consider a quick visit making clear to Ethan when he arrives that he only has a limited time to stay and that they would have to make another appointment if the circumstances suggest the need for a longer meeting.
Scenario 2
Olivia, a social worker in a Learning Disability Team, has made an appointment for a review meeting concerning Ava, a severely learning disabled young person, who is very sociable but cannot read. She lives with her parents. Olivia made the appointment on the telephone, inviting Ava and her parents to attend the meeting. The normal team procedure is to confirm the appointment in writing with a standard letter. The letter should be addressed to the service user.
Should Olivia send the letter to Ava?
Olivia could in the first instance, use the telephone conversation to explain to Ava she would usually send written confirmation in the post and see how she reacts.
The letter is confirmation in writing of the meeting and her right to attend it, and it would be kept as a record in Ava's file. In sending the letter Olivia would be regarding Ava as any other service user, irrespective of whether she can read or not: she should be treated as an individual, with respect.
As Ava cannot read though, she might resent receiving a written communication that her parents have to read to her, and it may worry or upset her.
By Olivia broaching the subject of the letter with Ava, she can gauge her reactions and change procedures as necessary. Any procedure should be flexible and capable of being adjusted to the circumstances of individual service users.
Olivia could in the first instance, use the telephone conversation to explain to Ava she would usually send written confirmation in the post and see how she reacts.
As Ava cannot read, she might resent receiving a written communication that her parents have to read to her, and it may worry or upset her.
The letter is confirmation in writing of the meeting and her right to attend it though, and it would be kept as a record in Ava's file. In sending the letter Olivia would be regarding Ava as any other service user, irrespective of whether she can read or not: she should be treated as an individual, with respect.
By Olivia broaching the subject of the letter with Ava, she can gauge her reactions and change procedures as necessary. Any procedure should be flexible and capable of being adjusted to the circumstances of individual service users.
Scenario 3
Mia (17) who has until recently been in care, emails Jayden (42) her social worker in the local authority 16+ team to let him know she is settling well into her independent accommodation, a bedsit that Jayden helped her obtain. Jayden has been Mia's social worker for over a year and they have a friendly relationship, although Jayden has always been careful to maintain professional boundaries. The email is written in an informal style, using lower case throughout (e.g. dear jayden...) and using chat abbreviations, slang and smiley faces (e.g. 10q 4 ur help, c u l8er, :-), etc).
Should Jayden reply in the same informal style, or at least using some of the abbreviations, rather than sending a friendly but formal, conventional email as if writing a letter?
An informal email would be in tune with Mia's style, she would understand, appreciate, and enjoy it. It would be in keeping with their friendly relationship and may in fact reinforce it. It might make it more likely that Mia will contact Jayden if she has any difficulties. Jayden is replying in his professional capacity though, so the email should be written accordingly. There might be a danger that Mia perceives this as too official, which may colour how she relates to Jayden and make it less likely that she will keep in touch with him by email, or in any other way, but if Jayden replies in the same informal style Mia uses, it might be seen as too personal and/or appear as if Jayden is trying too hard to be 'cool' by using a young person's style of communication that is not necessarily his own.
Whilst friendly therefore, Jayden's reply should follow conventions of official letter or email writing, using upper case for the start of sentences and names, no abbreviations, slang or symbols. Emails, like letters, are part of local authority communication and are kept as a record of contact between social workers and service users.
An informal email would be in tune with Mia's style, she would understand, appreciate, and enjoy it. It would be in keeping with their friendly relationship and may in fact reinforce it. It might make it more likely that Mia will contact Jayden if she has any difficulties. Jayden is replying in his professional capacity though, so the email should be written accordingly. There might be a danger that Mia perceives this as too official, which may colour how she relates to Jayden and make it less likely that she will keep in touch with him by email, or in any other way, but if Jayden replies in the same informal style Mia uses, it might be seen as too personal and/or appear as if Jayden is trying too hard to be 'cool' by using a young person's style of communication that is not necessarily his own.
Whilst friendly therefore, Jayden's reply should follow conventions of official letter or email writing, using upper case for the start of sentences and names, no abbreviations, slang or symbols. Emails, like letters, are part of local authority communication and are kept as a record of contact between social workers and service users.
Scenario 4
Alexa, a social worker in a family support team, has been allocated work with Hannah (22) to address her parenting skills that have at times bordered on neglect. Hannah, who has been known to the department for some years, has two daughters, Makayla (5) and Chloe (4). The children's father, Clayton is living in the household but has a turbulent relationship with Hannah and has left twice previously for periods of a few months. Hannah has a rather chaotic life style, finds it difficult to cope, and tends to resist engaging with social workers. Alexa plans to alternate home visits and telephone calls to keep in touch with Hannah.
Hannah telephones Alexa today to say that 'everything is getting on top of her'. She had an argument with Clayton, which resulted in Clayton hitting her, and threatening to leave again. Hannah breaks down in tears as she tells Alexa that the children have been misbehaving and she cannot control them. She feels she is a bad mother and would not be surprised if Alexa thought the girls should be taken into care.
At this point Alexa becomes aware that the telephone call has already lasted 35 minutes. Should she bring the conversation to a close and arrange a time to meet as soon as mutually convenient, rather than continue the call?
Alexa needs to take several things into account.
- Although Alexa should take into account that Hannah has telephoned at a time when she feels distressed and the conversation is a means of reassuring her and reminding Hannah she is there to help when needed, a telephone call is not the best medium to deal with strong emotions and it would be best not to move onto negotiate an 'action plan' when Hannah has been distressed, expressing strong mixed feelings.
- A telephone call should not become a substantial 'interview' covering complex or highly charged matters that are best dealt with face to face. As that seems to be happening, Alexa might want to bring the conversation to a tactful close and agree a time to meet Hannah as soon as possible when they can continue to pursue the issues that Hannah has raised on the telephone today. However, were Alexa to bring the call to a close and arrange a meeting she runs the risk that when they meet the urgency and momentum will have been lost and Hannah will not be as motivated to continue to discuss ways in which they can work together.
- Alexa needs to take into account the cost of the phone call itself. Hannah cannot afford the cost of long phone calls. Alexa might want to continue this call for a while longer though and offer to ring Hannah back. Hannah is acknowledging difficulties and asking for help, something she has tended to resist since Alexa started working with her. Continuing the conversation might allow Alexa to develop a working relationship with Hanna and identify areas and actions that might be included in an agreed plan to work together. Alexa will need to consider if her organisation has a policy on keeping telephone calls to a minimum.
Alexa needs to take several things into consideration.
- Although Alexa should take into account that Hannah has telephoned at a time when she feels distressed and the conversation is a means of reassuring her and reminding Hannah she is there to help when needed, a telephone call is not the best medium to deal with strong emotions and it would be best not to move onto negotiate an 'action plan' when Hannah has been distressed, expressing strong mixed feelings.
- A telephone call should not become a substantial 'interview' covering complex or highly charged matters that are best dealt with face to face. As that seems to be happening, Alexa might want to bring the conversation to a tactful close and agree a time to meet Hannah as soon as possible when they can continue to pursue the issues that Hannah has raised on the telephone today. However, were Alexa to bring the call to a close and arrange a meeting she runs the risk that when they meet the urgency and momentum will have been lost and Hannah will not be as motivated to continue to discuss ways in which they can work together.
- Alexa needs to take into account the cost of the phone call itself. Hannah cannot afford the cost of long phone calls. Alexa might want to continue this call for a while longer though and offer to ring Hannah back. Hannah is acknowledging difficulties and asking for help, something she has tended to resist since Alexa started working with her. Continuing the conversation might allow Alexa to develop a working relationship with Hanna and identify areas and actions that might be included in an agreed plan to work together. Alexa will need to consider if her organisation has a policy on keeping telephone calls to a minimum.
Reflective Questions
- In these days of easy telephone and electronic communication, should social workers always be available for immediate urgent help, support and advice, or is that the job of other agencies such as telephone help lines, Citizen's Advice Bureau, etc?
- Could the increasing use of telephone and electronic communication discriminate against young children and some older persons, those with intellectual impairments, or lacking mental capacity?
- Might the use of technology (visual display and amplified phones, texting, multi-media computers, etc) not offer ways of enabling and enhancing interaction with people with communication 'difficulties'?
- What style of communication by text, informal emails, etc, might lead a service user to consider their social worker a personal friend? How can you maintain professional boundaries in such communication?
- Are there some matters that social workers deal with that should not be tackled on the telephone and/or electronic communication?