Self reflection paper
SOWK915: Social Work Practice with Individuals and Families Workshop 1
Dr Katarzyna Olcoń
School of Health & Society
Faculty of the Arts, Social Sciences and Humanities
Master of Social Work Qualifying
Workshop 1 Agenda
Phases of the helping process
Interpersonal communication skills, including presenting and communicating as a professional social worker
Rapport building, conveying empathy and authenticity
Establishing confidentiality
Practicing the first session with a client
Introduction to cultural humility
Review of the importance of values in social work
Active Learning: Individual Reflections, Role-play, and Group Discussions
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Week 2 Readings
Hepworth et al., 2017: Chapter 3: Overview of the Helping Process
Hepworth et al., 2017: Chapter 5: Building Blocks of Communication: Empathy and Authenticity
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Individual and Group Activity
What are some skills and qualities you would hope for in someone whom you are going to talk to about important things in your life? It can either be a friend or a helping professional, such as a social worker.
Reflect individually and write some qualities down
Go around in a circle and share one thing you wrote down with the rest of the class
Listen attentively to your classmates
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Student Role Plays & Introductions
In pairs (with someone you do not know), alternate between the role of a social worker and a client – approx. 5 min in each role
Learn about the other person (e.g. name, where they come from, think of meaningful questions to ask)
Briefly introduce the student to the rest of the class (1 min)
Provide feedback to each other about communication and listening skills and other qualities listed in class today (10 min)
Exchange emails (optional)
An opportunity to practice the most essential
social work skills - ACTIVE LISTENING
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First Session with a Client
Introductions
Rapport building
Introducing your role and asking for a permission to talk
Confidentiality and its limits
Inviting the client to discuss their situation
Exploring the issue
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Introductions
Always let the client know your name
Address the client by their name
Check their preference, e.g. Mrs. Park vs. Richard
Check for correct pronunciation, if relevant
If others are present with the client, ensure you include them in the introductions
Handshake?
Rapport Building
Rapport: “a close and harmonious relationship in which the people or groups concerned understand each other's feelings or ideas and communicate well”
Rapport building: small talk aimed at easing the client into the interaction
Role of the Social Worker and Permission to Talk
Clearly state that you are a social worker and specify why you are there. For example:
“I’m one of the social workers here at the Liverpool Hospital. I’m here to find out how you are going and what you might need at the moment and to let you know what support we can provide. Is it ok if I have a chat with you now?”
Other examples of introducing the role……?
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Informed Consent
Social workers need to “use clear and understandable language to inform clients of the purpose of services, risk related to the services, limits to service because of the requirements of a third-party payers, relevant costs, reasonable alternatives, client’s right to refuse or withdraw consent, and the time frame covered by the consent. Social workers should provide clients with an opportunity to ask questions” (NASW, 2008, pp. 7-8 as cited in Hepworth et al., 2017)
Social workers will ensure, as far as possible, that service users understand the principle of informed consent and the circumstances in which it may be required.
Where service users have limited capacity to comprehend or grant informed consent, social workers will provide information in accordance with the service user’s level of understanding and restrict their freedom of decision and action as little as possible (AASW, 2020).
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Confidentiality
The AASW Code of Ethics outlines the need for social workers to discuss confidentiality and its limits at the commencement of the professional relationship
Why is confidentiality important? Why do we need to discuss it with our clients?
What are its limits?
Always find out the agency expectations of confidentiality and ensure you abide by them
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Confidentiality and its Limits
Confidentiality –professional obligation of the social worker or other professional not to reveal to anyone information that she has received from a client without the client's informed consent.
Limits to confidentiality:
Threats to harm another person
Child abuse and elderly abuse
Serious consideration of harming self
A judge can subpoena social worker’s records
Example of Explaining Confidentiality
“Before we start, it is important that I let you know about confidentiality. This means that the information you share with me will be kept between you and I and my notes will be kept secure. The only exception to this is if I have concerns about your safety or the safety of others, in which case I will talk to you about what needs to happen from there.”
There are lots of different ways to explain confidentiality. Find the way that is comfortable for you and conveys the important information.
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Inviting the Client to Talk
“Can you tell me a bit about what brings you here today?”
“What would you like assistance with today?”
“What’s happening for you at the moment?”
“How are you?”
Other examples?
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Clarifying Information
If unsure, always clarify. For example:
“It sounds as though……”
“ Am I right in thinking…..?”
“Can you tell me a bit more about that?”
“Could you explain that again? I’m not sure I understood.”
Others?
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Minimal Encouragers
Gestures that will encourage the client to continue with their story.
For example:
Nodding
Smiling
Head tilt
“mmm”, “uhuh”,
“I see”, “right”
Others?
Communication in Helping Relationships
Helping relationship requires practitioners to communicate empathetically and authentically
Empathetic communication involves the ability of the social worker to perceive accurately and sensitively the inner feelings of the client and to communicate his or her understanding of these feelings in language attuned to the client’s experiencing the moment
Authenticity – openness or self-disclosure – is another important key factor about communicating in helping relationship
Statements to Demonstrate Empathy and Encourage Engagement
“ It sounds like you’ve been through a lot”
“ That sounds really challenging”
“I’m really pleased you have sought help”
“It sounds as though you’ve managed as best you can given the circumstances”
Others?
*Remember to really listen to the client and use responses that genuinely reflect what they are saying or presenting to you*
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Dress code & hygiene
Familiarity
Addressing other professionals and clients e.g., Mr., Ms., Dr., etc.
Tone and volume of voice
Your own body language
Use of props e.g. pen, paper
Distracting elements e.g. mobile phone, watch, bracelets
Presenting and Communicating as a Professional
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Establishing Boundaries
Do not form a personal or romantic relationship with the client
Do not go out with clients
Do not invite clients to your home
Do not go into clients' homes (if not part of the job)
Do not become Facebook friends with clients and no other social media engagement
Do not share mobile number (this may vary by the social worker/agency)
Do not accept monetary and expensive gifts
Do not impose your own opinion or belief – e.g., political parties, religion, values
Avoid personal disclosure – as this might take the focus away from the client
Maintaining boundaries
Being clear from the beginning what you can and cannot do
Time (if applicable) how many sessions e.g., short term, 50 min
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Remember…
Introduce yourself and ask the client for his/her name and how he/she would like to be referred to
Build rapport
Explain your role and ask for a permission to talk
Explain confidentiality and its limits
Invite the client to discuss their situation
Explore the issue
Acknowledgement of the slide contribution to Nandini Ray, Social Work Lecturer, University of Wollongong.
What is Cultural Humility?
| Cultural Competence | Cultural Humility |
| It encourages social workers to adapt their behaviours and communication style considering the background of the client | Being aware of social power imbalances and promoting equity and inclusion. |
| It urges social workers to learn about other cultures. It risks treating culture as fixed and unchanging. | Recognising that no culture is superior to another and respecting other people’s values and beliefs. |
| It reminds social workers to recognise and control their own biases | There is no expectation that you will memorize everything there is to know about other groups. Acknowledges that no one can get it right when it comes to other people’s cultures. |
| It may lead social workers to rely on generalisations about certain groups | Lifelong process of self-reflection and asking yourself how your own biases may impact the way you understand and treat others alongside work to minimize that impact. |
| It’s a goal. Is it a realistic goal? | It’s a mindset. |
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Reflective Activity – Values
Reflect and write down your answers:
List four things that have the most value to you and why
What does your family value? List few examples.
What is generally valued in Australia (and/or in your country of origin if different from Australia)? List few examples.
What are the values of the social work profession?
Are there agreements and/or tensions between these different levels of values?
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“The good social worker doesn’t go on mechanically helping people out of a ditch. Pretty soon, she begins to find out what ought to be done to get rid of the ditch.”
Mary Richmond (1861-1928)- American social work pioneer
Closer Title
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