The dos and don'ts of using the telephone
Learning Objectives
After considering this resource, you should understand what to do and what not to do when using the telephone to communicate in social work.
Talking on the telephone is a key form of communication in social work, and as such, will act as a significant medium for to engage with service users, and agency and interprofessional colleagues. As a means of communication, it presents a specific set of challenges, but these can be navigated successfully and ensure the telephone is there as a servant to help you in your everyday work (Moss, 2008, pp.195-196).
The following quick guide by Ruben Martin offers you a dos and don'ts list of using the telephone so that you may feel confident in making calls when it becomes necessary
Reflective Questions
- What sort of a 'telephone person' are you? (For example: rushing to answer when the phone rings at home or leaving it to someone else. Having a mobile phone and spending a lot of time on it to relatives and friends. Being 'laid back', both physically and in your speaking manner, when on the phone).
- Will how you relate to the telephone (the 'telephone' person you are) help or hinder your talking on it as a professional worker? What adjustments, if any, will you have to make?
- What effective interpersonal communication skills that you have learnt and practised can you transfer to talking on the telephone?
- To what extent and in what instances do you see professional social work values (For example, not discriminating; being non-judgmental; accepting difference; acknowledging service users as experts on themselves; etc) underpinning telephone communication?
Reference:
B Moss (2008) Communication Skills for Health and Social Care. London: Sage.