Reviewer in Communication and Documentation

• Communication


  The process of sharing information, thoughts and feelings between people through speaking, writing or paralanguage
• Effective communication in social work

  Facilitating a common understanding, changing behaviors and acquiring information
• Good communication as a social worker

  • Requires the expertise to be both sensitive and understanding of clients' situations in order to build rapport with the client, with the purpose of charting treatment pathways, and eventually fostering desired change
• Communication in social work

  Vital to engaging clients (individuals, groups and communities), himself/herself (intrapersonal communication), colleagues, and other professionals, in the context of interventions and helping relationships
• Communication


  Derived from the Latin words 'communis' (to make common) and 'comunicare' (to share or to impart)
• Communication


  A two-way process (which starts with the source initiating the communication and the receiver responding) and a method (a way of helping people learn, through varied forms) by which a source purposively shares messages with a receiver directly or via a channel and both learn from each other
• Elements of Communication


  • Sender
  • Receiver
  • Message
  • Channel
  • Feedback
• Sender


  The person who transmits or sends the message, which may be a thought, idea, a picture, symbol, report or an order and postures and gestures, even a momentary smile
• Sender


  • Initiates the message that needs to be transmitted, encodes it in such a manner that can be well-understood by the receiver
• Message


  The information conveyed by words as in speech and write-ups, signs, pictures or symbols depending upon the situation and the nature and importance of information desired to be sent
• Verbal communication


  Involves use of words whether spoken or written
• Non-verbal communication


  Conveyed through the person's physical appearance, dress, eye contact and so on
• Symbols


  A non-verbal form of communication
• Channel


  The way or mode the message flows or is transmitted through, such as a memorandum, a computer, telephone, cell phone, apps or televisions
• Channel selection


  • Effectiveness is the main consideration, although other factors like controllability, economy and speed come into picture
• Receiver


  The person or group who the message is meant for, who needs to comprehend the message in the best possible manner such that the true intent of the communication is attained
• Receiver


  • The extent in which the receiver decodes the message depends on their knowledge of the subject matter of the message, experience, trust and relationship with the sender
• Feedback


  The response of the receiver as to the message sent to them by the sender, necessary to ensure that the message has been effectively encoded, sent, decoded and comprehended
• Types of Feedback


  • Negative feedback
  • Positive feedback
  • Negative feedforward
  • Positive feedforward
• Noise


  Anything that can interfere with or distort the meaning of the message
• Common Sources of Noise (Barriers)

  • Psychological
  • Semantic
  • Environmental
  • Demographic
  • Disability
  • Organizational
• How to avoid miscommunication

  1. Recognize that passive hearing and active listening are not the same

  2. Engage with the verbal/nonverbal feedback of others, and adjust your message to facilitate greater understanding

  3. Listen with your eyes and ears and gut

  4. Take time to understand as you try to be understood. Be open to what the other person is saying

  5. Be aware of your personal perceptual filters. Don't assume your perception is the objective truth
• Types of Listeners


  • Passive Listeners
  • Non-Listeners
  • Marginal Listeners
  • Evaluative Listeners
  • Active Listeners
• Passive Listeners


  Exhibit the opposite behavioristic traits of active listeners, pay attention only to partial messages and lack sensitivity to the nuances, inner meanings, nonverbal subtexts involved in communication
• Non-Listeners


  Do not listen at all because they are genuinely disinterested in the subject, pretend to follow the speaker while they are actually preoccupied with something else
• Marginal Listeners


  Pay superficial attention, and are interested only in the bottom line, merely hear the sounds of words, but fail to grasp their meanings
• Evaluative Listeners


  Assess the verbal content on the basis of words not paralinguistic or nonverbal cues, use logic to understand the content and distance themselves emotionally from the subject
• Active Listeners


  Involve themselves actively in the communication process by keenly listening not only to the message but also to the way it has been delivered, focus on the content as well the manner in which it is delivered
• Effective communicators are active listeners
• Communication


  The process of sharing information, thoughts and feelings between people through speaking, writing or paralanguage
• Five Key Aspects of Becoming a Good Listener

  • Pay Close Attention
  • Demonstrate physically that you are listening
  • Check for understanding
  • Don't Interrupt
  • Respond Appropriately
• Nonverbal communication


  Communicating without words, through body language, facial expressions, gestures, etc.
• Types of nonverbal communication

  • Facial expressions
  • Gestures
  • Paralinguistics (tone of voice, loudness, inflection, pitch)
  • Body language and posture
  • Proxemics (personal space)
  • Eye gaze
  • Haptics (touch)
  • Appearance
  • Artifacts (objects and images)
• Facial expressions


  • Responsible for a huge proportion of nonverbal communication
  • Expressions for happiness, sadness, anger, and fear are similar throughout the world
• Effective communication in social work

  • Facilitating a common understanding
  • Changing behaviors
  • Acquiring information
• Gestures in courtroom settings

  • Lawyer glancing at watch to suggest opposing lawyer's argument is tedious
  • Lawyer rolling eyes at witness testimony to undermine credibility
• Paralinguistics


  Vocal communication separate from actual language, including tone of voice, loudness, inflection, and pitch
• Tone of voice can change the meaning of a sentence
• Body language and posture

  Convey information about feelings and attitudes, though research suggests they are more subtle and less definitive than previously believed
• Proxemics


  The amount of personal space needed, influenced by social norms, cultural expectations, situational factors, personality, and familiarity