SWRK 2001H Lecture Notes - Lecture 3: Collective Ownership, Active Listening, Eye Contact
28 Jun 2018
School
Department
Course
Professor
SWRK2001H: Foundations of Social Work 1
Wednesday, September 27th, 2017
Lecture 3 – Professional Communication
What is 'Professional' Communication?
-How does professional communication differ from casual conversation?
oAttentive to the different aspects of communication (vocabulary, body language, listening)
oEffort to demonstrate listening – display how you are listening to the other person
oThoughtful about the impact on the audience
oPurposeful
oDirected and focused on the goal
oReason for communication
Listening
-Active listening
oListening with purpose
oS.O.L.E.R.
Sitting straight forward
Open
Lean in to the person you're talking to
Eye contact
relax
oParaphrasing – demonstration of listening, repeating to make sure you understand what they are
trying to say, demonstrates that you heard what they are saying and you understand them
oParroting – repeating the same thing the person you are talking to just said
oClarifying
oSummarizing
oOpen and closed ended questions – how you phrase your questions
oO.A.R.S
Open ended reflections
Affirmations
Reflection
S?
Reflection
-Simple reflections (Healy calls this parroting or paraphrasing) – shows active listening
-Reflection of emotion – responding with "you're feeling really stressed out" – shows empathy, can be
used as a way of healing
-Complex Reflection (Healy would call this a form of facilitation) – someone saying they wont stop
drinking because all of their friends drink, reflecting back saying "so you feel like being sober would
make you lonely"
Why is Active Listening Important?
-You more fully understand
-You get a picture of their viewpoint
-You build confidence in the speaker
-You develop trust
Appearance
-"a clean, neutral appearance" – do you agree?
find more resources at oneclass.com
find more resources at oneclass.com
Document Summary
Active listening: listening with purpose, s. o. l. e. r. Lean in to the person you"re talking to. Simple reflections (healy calls this parroting or paraphrasing) shows active listening. Reflection of emotion responding with "you"re feeling really stressed out" shows empathy, can be used as a way of healing. Complex reflection (healy would call this a form of facilitation) someone saying they wont stop drinking because all of their friends drink, reflecting back saying "so you feel like being sober would make you lonely" You get a picture of their viewpoint. How to handle being a "young" worker. Gives you an idea of what is going wrong: coping questions. Assertive communication passive communication style aggressive communication style passive-aggressive communication style assertive communication style not aggressive, but directed statement. Open to negotiation but for the time being, you need to do this expressing needs and appreciating boundaries. Cultural considerations different cultural communities have different norms for communication.
