Understanding Communication

• Communication is exchanging information, ideas, thoughts, and feelings between individuals or groups.
• It is a dynamic function involving exchange, understanding, and interaction.
• Communication transmits ideas, opinions, facts, and values.
• It's a bridge used to cross misunderstandings.
• McFarland defines communication as meaningful interaction among humans.
• Allen defines it as creating understanding in another's mind through telling, listening, and understanding.
• Communication is meant to generate action and promote change.
• Communication conveys thoughts or feelings between people, groups, or systems, through oral, nonverbal, or online means.
• Ellis and McClintock view communication as a one-way process where a sender sends a message to a receiver.
• Trevithick links communication to all modes of knowledge transmission and reception.
• Koprowska asserts that communication should align with gender, culture, social context, knowledge, occupation, and age differences.
• The term "communication" comes from Latin words meaning "to make common" and "to share or impart."
• Communication is a two-way process involving a source sharing messages with a receiver, and both parties learning.

Elements of the Communication Process

• The communication process has four essential elements

Source

• Communication can come from an individual, group, or institution.
• Credibility is an important factor in influencing an audience.
• A more credible source is more effective in changing attitudes.

Message

• The "message" of communication can be knowledge, attitude, and/or behavior.
• Messages can be verbal, non-verbal, or symbolic.
• Verbal communication uses spoken or written words.
• Non-verbal communication involves physical appearance, facial expressions, gestures, and eye contact.
• Non-verbal cues convey attitudes and feelings.
• Symbols are pictures, diagrams, posters, or logos.
• Symbols appeal to intellect and/or senses.

Channel

• Channel refers to the means of transmission of communication.
• Interpersonal communication is face-to-face contact.
• Mass media includes printed materials and electronics like radio, television, and films.
• Mass media can reach a bigger audience quickly and is easier to control.

Receiver

• The receiver is the intended audience of the message.
• The receiver is the first consideration in effective communication.

Characteristics of the Communication Process

• Communication is easier with homogenous audiences.
• Knowing the audience's needs makes it easier to influence them.
• Women are seen as easier to persuade than men due to cultural influences.
• Higher education correlates with openness to new ideas.
• Younger people are typically more open to new ideas because their knowledge or attitudes are not deeply ingrained.
• It is important to recognize the role of attitudes and feelings and seek feedback to ensure proper communication.

Types of Communication

• Effective communication involves sending and receiving messages accurately.
• Types of communication include:
• Verbal: Spoken or written words to convey ideas and information.
• Non-verbal: Body language, facial expressions, gestures, and eye contact.
• Written: Typing or printing symbols to convey information.
• Visual: Charts, graphs, and videos to present information.
• Interpersonal: Communication in one-on-one or small group settings.
• Mass: Transmitting information to a large audience through media channels.

Importance of Communication to Social Work

• Communication is fundamental to Social Work, enabling interactions.
• Barker defines communication as the verbal and nonverbal exchange of information.
• Social Workers need to understand how people communicate to enable relationships and gain understanding.
• Positive communication can instill hope, while negative communication may lead to suspicion.
• Social Workers need knowledge of legislation regarding the transfer of information.
• Barriers to communication can isolate people from society.
• Age can be a barrier, with children and older individuals feeling excluded from decision-making.
• Language is part of identity, and preferred language impacts professional relationships.
• Social Workers need self-awareness to interact effectively and recognize any prejudices.
• Personal values impact attitudes, practice, and ability to empower individuals.
• Awareness of one's value base is needed to avoid manipulation and identify conflicts.
• Professional values are core values within codes of practice based in anti-oppressive practice.
• Biestek suggests seven traditional Social Work values to ensure a 'non-judgmental attitude' and show 'respect' and 'acceptance'.
• Client self-determination and purposeful expression of feelings should be encouraged.
• Confidentiality is important for discussing sensitive issues.
• Social Workers need to understand that communication can oppress individuals.
• Appropriate communication skills enable involvement in planning and service evaluation.
• Good communication involves tone, timing, body language, and choice of words.
• Verbal communication includes what is said and what is heard.
• Empowering interviews are built on strengths.
• Good listening skills are required, creating an environment free from distractions.
• Social Workers need to listen to what is not being said, being aware of the wider social and cultural context.
• Non-verbal communication accounts for two-thirds of meaningful communication.
• Egan suggests the mnemonic 'SOLER' for non-verbal communication.
• Observational skills are important for understanding non-verbal interactions.
• Silence can give people the opportunity to speak.
• Symbolic communication is important to practice.
• Being punctual, reliable, and attentive to details shows care and competence.
• Language is a central aspect of discourse through which power is reproduced.
• Social Workers empower individuals to gain equivalent power through effective communication skills.

Empathic Listening: Sensitivity to Non-Verbal Communication

• Effective communication enhances collaboration, resolves conflicts, and fosters empathy.
• Poor communication can lead to misunderstandings and strained relationships.
• To improve communication skills, work on active listening, clarity, and empathy.

Characteristics of Empathic Listening

• Empathic listening involves understanding the emotions and perspectives behind words.
• Key characteristics include active engagement, suspending judgment, and reflective responses.
• Empathy involves putting oneself in the speaker's shoes.
• Validation acknowledges the speaker's emotions.
• Asking clarifying questions helps gain a deeper understanding.
• Non-verbal cues convey empathy.
• Eye-to-eye contact shows sincerity.
• A smile signals warmth.
• Maintain a distance of three to five feet for comfort and respect.
• Empathic listening builds stronger connections and fosters trust.

Effective Communication Skills in Social Work

• Effective communication skills are crucial for Social Workers.
• Key skills include:
• Active and Genuine Listening: Paying attention to details and showing genuine interest.
• Critical Thinking in Gathering Information: Asking the right questions and altering language.
• Non-Judgmental Attitude: Creating a safe environment.
• Clear and Respectful Communication: Using language clients understand.
• Cultural Competence: Understanding and respecting cultural differences.
• Boundary Setting: Maintaining ethical relationships.
• Problem-Solving and Decision-Making: Collaborating effectively.
• Conflict Resolution: Managing conflicts constructively.
• Collaboration and Teamwork: Working as part of interdisciplinary teams. Building rapport with clients.
• Client Advocacy: Ensuring clients' voices are heard.
• Resilience and Self-Care: Maintaining well-being.
• Building Trust: Focusing on the client's needs and concerns.

Use of Gender Fair Language

• Gender-fair language avoids discrimination based on gender.
• It promotes equality and avoids reinforcing gender stereotypes

Guidelines for Using Gender-Fair Language

• Avoid gendered pronouns, using "they/them" instead.
• Use gender-inclusive terms like "chairperson" instead of "chairman."
• Use gender-neutral titles like "Mx." instead of "Mr." or "Ms."
• Use gender-fair language in job descriptions.
• Avoid reinforcing gender stereotypes.
• Respect chosen names.
• Be open to learning about inclusive language practices.
• Acknowledge gender diversity beyond the binary.

Suggestions for Using Gender-Sensitive Language

• Use plural forms for both nouns and pronouns.
• Switch from the third person to the second person when appropriate.
• Use "they" mainly in plural situations.