Interviewing a Service User
Learning Objectives
After watching this video you should be aware of some of the challenges faced when interviewing a service user, particularly for the first time, and the skills need to build an effective working relationship with them.
In this role play the student social worker, Kylie, is meeting an involuntary service user, Jack, for the first time. The role play has been divided in to four parts for ease of viewing, but also to help illustrate different aspects of the interview.
The role play demonstrates a number of key communication skills necessary for building an effective relationship with a service user, which is made more difficult by the service user’s initial reluctance to participate.
Reflective Questions
- Part 1
When meeting with a social worker, especially for the first time, a service user might be nervous or agitated. What skills and techniques does Kylie use to help put Jack more at ease? - Part 2
In order to gather the necessary information needed to work with a service user, it’s important to establish trust. Identify how Kylie does this and how she gets Jack to share his story with her. - Part 3
It’s important that social workers are able to display empathy with their service users. How does Kylie do this? - Part 4
Service users, particularly when distressed or agitated, can sometimes become focussed on the ‘problem’ or issue that’s brought them in to contact with social work services. For the social worker, there’s a fine line between showing empathy and moving on to more positive issues, such as ways forward. How does Kylie manage this transition? - Finally, consider how Kylie brings the interview to a close? What skills and techniques can you identify?