SW 320 Chapter Notes - Chapter 6: Cengage Learning, Nonverbal Communication, Sign Language
Chang, V. N., Scot, S. T., & Decker, C. L. (2013). Basic interpersonal skills.
In Developing helping skills: A step-by-step approach to competency (2nd
ed.) (pp. 103-116). Belmont, CA: Brooks/Cole Cengage Learning.
Chapter 6: Basic Interpersonal Skills
Core Interpersonal Skills for Helping
Accurately observing
Effectively attending
Actively listening
Being a Good Observer
Observing: noticing all the behaviors that company communication
Nonverbal communication: facial expressions, breathing patterns like sighing, gestures,
movement, and posture
Being a good observer increases understanding of what clients are communicating
Careful observations supplement what the client tells you verbally
o May intensify what is being said
o May contradict it
No expression or facial movement is called flat effect and may indicate depression
Observing in groups
o Practitioners need to observe each member of the group
o Observing everyone is challenging
o In groups, the practitioner should not only look at the person speaking but also
scan the other group members
o By observing group members’ behaviors, the practitioner may notice such things
as one member looking at the ceiling, another member whose eyes are closed,
someone whose fists are clenched, etc.
Observing in community groups and organizations
o Requires considerable practice
o There may be several levels of interaction in larger groups
Can include smaller groups within the larger group
o It is important to take note of as many behaviors as you can in order to figure out
such things as who is the informal leader, who silently challenges the authorities,
who seems to have power, and who feels slighted
o There may be in-groups and out-groups
Attending to Clients
Attending involves being completely focused on the client
The use of attending is the foundation of any positive relationship
Can be communicated in many ways:
o Leaning very slightly forward with a comfortable, relaxed position indicates
attention and concern to most people
o Sitting in an open and accessible way
o Facial expressions should be congruent with whatever is being discussed
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Chang, V. N., Scot, S. T., & Decker, C. L. (2013). Basic interpersonal skills.
In Developing helping skills: A step-by-step approach to competency (2nd
ed.) (pp. 103-116). Belmont, CA: Brooks/Cole Cengage Learning.
If the client is discussing something sad or serious, your face should
express concern or somberness
o Maintaining regular eye contact, except with certain cultures
Those from Asian or Northern European countries tend to prefer a non-
gaze or peripheral gaze
Any type of distracting behavior draws attention to itself and away from the process
o Playing with a pencil, pen, etc.
o Rocking/turning the chair
o Drinking from/fiddling with a water bottle
o Moving about a lot
All may be interpreted as boredom or not paying attention
Minimal encouragement: repeating one or more words a person says, nodding, or
saying something like “uh-huh”
o Conveys interest and attention
Listening
Fully focusing on what the other person is attempting to communicate
This is a step beyond attending and is one of the most important things practitioners do
Involves not only hearing the words, but also making every effort to understand the
meaning the other person is trying to convey
Feeling genuinely listened to helps the client develop a sense of trust, be more inclined
toward self-reflection, and experience respect and caring from the practitioner
To facilitate listening, refrain from typical conversational behaviors like:
o Talking about yourself
o Changing the subject
o Avoiding silence
o Asking a lot of questions
When focusing on listening, limit your responses to minimal encouragement
Listening involves noticing the client’s communication style
o Tone
o Volume
o Speed of delivery
o Pauses, silence, and changes in usual patterns of speech
Give clients plenty of time to express their thoughts and feelings
Have clients define what they mean by subjective words and terms
Physical challenges affect listening
o Physical limitations may change communication patterns
o Rearrange the room so you are facing people
o Sign language or an interpreter may be needed
It is critical to understand the dynamics in the groups, when listening in
groups/families/communities/organizations
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