Forms of verbal communication

Koprowska (2005, p79) argues that providing information that is clear and context related
underpins social work practice. As with all forms of communication there are some individuals
who communicate effectively and others whose verbal communication skills need to be
developed. Underdeveloped verbal skills may be product of difficulties in relation to a number of
important areas that are identified by Koprowska as including listening; providing information;
gathering information; paraphrasing and summarizing; using command and corrective feedback;
and bringing relationships to an end (2005, p72). It can be argued that as a social worker it is
particularly important to try to have as highly developed skills as possible within these identified
areas if ones verbal communication is to be effective.
Koprowska (2005, p77) identifies listening as being especially important in the process of
communication. Listening is regarded as being an essential part of the turn taking that
characteristic human interaction. Within social work it is deemed as being particularly important
to listen. Koprowska continues her argument by saying that listening enhances verbal interaction
because when we listen to others we are effectively giving value to want they are saying. This
enables a social worker to hold the service users story in our mind and theirs(2005, p77).
Koprowska (2005, p79) emphasizes the significance of providing information that is
factual. If our verbal communication is to be of a high standard it is important that we provide
facts at a pace that the service user can be manage. It is also important to provide verbal
communication about boundaries. Koprowska (2005, p79) argues that in the System for
analyzing Verbal Interaction providing verbal boundaries is green light behavior because it is
answering inner person question.
Koprowska (2005, p80) goes on to emphasizes the importance of opinions and proposals
in determining the effectiveness of communication. It is essential that we let service users know
about our opinions and proposals if the professional relationships is to be congruent. Proposals
ought to be thought of as being possibilities and choices (2005, p80) that are offered to service
users. In enhancing verbal communication it is also important to ensure that opinions are
supported by fact. In other words, we should nor verbally communicate that a service user is
difficult if there are no facts to support what is effectively a negative value judgement.
Alongside these aspects of good practice, it is imperative that verbal communication
communicates empathy. Koprowska (2005) emphasizes the importance of using emphatic
statements such as I can see that this really has affected you. Using verbal communication in this
way can enhance the professional relationship and lead to best practice.
Koprowska 92005) draws attention to three different kinds of questions that may be
phrased as narrow questions, broad questions as they can be answered using yes/no answers.
Broad questions are similar to open questions because they encourage others to give her views
and opinions. Inner person questions are phrased as being both narrow and broad. Their critical
characteristic is that they aim to elicit individual feelings and emotions.
Koprowska (2005, p87) draws attention to the importance of paraphrasing and
summarizing if verbal communication is to be of a high standard. Paraphrasing can be
understood as repeating back to a service user what they have said. It is an aspect of verbal
communication that is considered to be important because it helps to check understanding and
maximize interaction. Summarizing is equally important because it helps to communicate the
individuals shared goals. In meetings with service users it is important to be aware of the
disempowerment they may feel because they do not necessarily own the process. By
summarizing aims and objectives it becomes easier to lessen this feeling of disempowerment. If
these skills of verbal communication can be combined with appropriate commands and
corrective feedback, assertive verbal communication can be the central characteristic of the
social worker/service user relationship.
Koprowska (2005, p89) draws attention to the importance of bringing working
relationships to a positive end. It can be argued that if ones verbal skills are good it is easier to
provide an assertive conclusion to a working relationship. The ideal is to avoid unplanned
endings, especially so that the relationship between the social worker and the service user does
not break down. By considering what needs to be said at the conclusion of a meeting so that the
encounter ends on a note of congruence, best practice can be put into effect.
Forms of non verbal communication
Non verbal communication is explained as being interpersonal communication that is not
spoken, including textual and other visual forms of communication. Body language, eye contact,
gaze, posture, body position, smell, touch, appearance, tone of voice and facial expressions are
all important aspects of non verbal communication influencing tha service user/social worker
relationship. It is important to remember that non verbal communication is often prompted by
conversation.
Koprowska 92005) has identified the importance of listening in enhancing the
relationship between a social worker and a service user. It can be argued that listening depends
upon aspects of non verbal communication such as gesture and gaze so it is essential that social
workers are aware of how to support the listening process through affective non verbal
communication.
As Knapp and Daly argue, cultural characteristics serve as identity badges (2002, p258)
in relation to interpersonal communication. In other words what we interpret as appropriate non
verbal communication can be interpreted differently in another culture. Within the context of
social work it is important to be aware of body language, body position and posture. Body
language that is too open or to closed is unlikely to facilitate a positive professional working
relationship. Likewise standing to close to a service user or keeping too remote a distance can
adversely affect the professional relationship. Either appearing to be too relaxed or too formal
are both extreme messages that harm the communication of a social worker and his or her service
user. It is also important to have appropriate eye contact. In other words, a social worker should
neither stare at a service user nor avoid all eye contact. Both forms of non verbal
communication are likely to be interpreted negatively. It is important to strike some sort of
balance so that the communication that is occurring appears to be as positive as possible.
It can be argued that appearance, smell, touch and facial expressions are other aspects of
non verbal communication for social workers to be aware of. Many service users requiring social
work support may have low self esteem so if we reinforce this self image by reacting negatively
to a service users smell and/or appearance, the professional relationship is likely to be less than
ideal. This does not mean that we avoid issues at the expense of being incongruent. It is more
that we should use non verbal communication in an assertive way so that touch and facial
expressions contribute to the emphatic relationship that rests at the centre of much positive social
work practice.
It can be argued that Koprowskas latest work complements the earlier work of Michael
Argyle (1988; also Argyle and Colman, 1995). Argyle emphasizes the importance of non verbal
communication (NVC) as it is deemed to be a particularly important aspect of human
communication. This reinforces the argument that being aware of positive non verbal
communication is especially important for social workers. It means that the expression of
interpersonal attitudes and emotions has a particularly important influence on the social
worker/service user relationship. The consequences that in the context of this professional
relationship our attitudes and feelings about the service user (both positive and negative) are
expressed by our NVC. How we look at a service user and how we respond with our body
language is an especially important factor influencing the nature of this relationship. There is
therefore a link between establishing a positive rapport with a service user and the use of
effective non verbal communication.
A second important aspect of non verbal communication is described by Argyle as being
the function of self presentation. This refers to the image or impression that we want to
communicate to others. In professional context this can have a significant impact upon the extent
to which a service user feels confident in our professional ability and/or is at ease with the
professional relationship.
The work of Argyle and Colman (1995) also reinforce Koprowskas point in relation to
non verbal behavior supporting and/or complementing what is being communicated verbally.
Argyle argues that when we are engaged in conversation with another person, our NVC can
serve to control the synchronization of the interaction (for example when it is time for one person
to stop talking and another to begin), to provide feedback on what is being said by the speaker
and to indicated whether or not the listener is attending to what is being said. If NVC is not used
effectively it can mean that interpersonal interaction is affected adversely. This means that NVC
is an extremely important facet of the interaction occurring between social workers and service
users. According to Argyle one of the most important roles of NVC is the expression of
emotional states. This means that NVC is a particularly important form of communication for
social workers because so much social work relies upon responding effectively at an emotional
level. Argyle also emphasizes the importance of NVC in managing relationships with postural
congruence being an indicator of rapport. Awareness or otherwise of the service user/social
worker relationship. Remember the ABC of affective communication between social workers
and service users, as illustrated in Figure 2.1.
Appropiate verbal + Body language promoting = Congruence!
Content emotional engagement