SCIE Guide 5: Teaching and learning communication skills in social work education
Key messages from service users and carers
"When people not used to speaking out are heard by those not used to listening real changes can be made.” (John O’Brien, mental health worker)
Social workers who are good at communication:
- are courteous
- turn up on time
- speak directly to service users, not carers or personal assistants
- don’t use jargon
- 'open their ears’ and 'think before they talk’
- listen and 'really hear’ and accept what carers are saying
- explain what is happening and why
- do what they say they are going to do and don’t over-promise
- say honestly when they can’t help
- are patient and make enough time to communicate with disabled service users
- recognise the loss of dignity people experience when approaching social services for the first time - the 'cost’ in this - and respond sensitively
- don’t assume anything about a user’s abilities simply because of a disability
- understand the importance of privacy, peace and quiet and users’ and carers’ choice of meeting place
- know that closed questions can be easier for service users with communication difficulties to answer
- check out that they’ve been understood
- find a mode of communication that works
- remember that young people may prefer to talk while doing something else
- build trust, empathy and warmth
- work in organisations that help them to do all these things.
Many of the points made here echo statements that were made during a detailed consultation that took place as part of the development of The national occupational standards. These statements can be found in the Statement of expectations from individual, families, carers, groups and communities who use services and those who care for them (www.topss.org.uk). For details of how these statements specifically link to The national occupational standards for social work please see www.topss.org.uk (13)
For more information on 'simple skills’ that can make a difference, see A lot to say: A guide for social workers, personal advisors and others working with disabled children and young people with communication impairments and The good practice guide for support workers and personal assistants working with disabled people with communication impairments, two communication skills resources both produced by and available free from Scope (www.scope.org.uk). You can also find out more about A lot to say by going to Chapter 7 and looking at Practice example 4 (p 30).
