LESSON 1 5.

These are also necessary for assessments,

decision-making and joint working with
Communication colleagues and other professionals.

John W. Newstrom:
7 Elements of Communication
• Communication is the transfer of information
from one person to another.
1. Sender/Encoder - A sender makes use of
• He believes that it is a way of reaching other by
symbols (words or graphic or visual aids) to
transmitting idea, facts, thoughts, feelings and
convey the message and produce the required
values.
response. The sender or the “encoder” is a
person who sends the message. The
Communication is a process of transmitting and
communication process begins with the sender,
receiving messages (verbal and non-verbal). It is a
who is also called the communicator or source.
dialogue not a monologue. It is said to be effective only
The sender has some kind of information—a
if it brings the desired response from the receiver.
command, request, question, or idea—that he
Effective communication leads to understanding.
or she wants to present to others.
2. Medium - Medium is a means used to
Communication is a vital aspect for bringing the desired
exchange / transmit the message (letter, email,
change. To satisfy the wants of the disadvantaged
f2f).
people, it is very important to understand and
3. Channel - The channel is the one responsible
communicate their needs to the resource and service
for the delivery of the chosen message form
providers and help them reach the beneficiaries; It is a
(post office, internet, radio etc.).
bridge of meaning. It involves a systematic and
4. Receiver/Decoder - The receiver/decoder is
continuous process of telling, listening, and
responsible for extracting/decoding meaning
understanding; messages, it is directed to generate
from the message. The receiver is also
some action. In the case of Social Work, this action is
responsible for providing feedback to the
the change that Social Workers intend to bring.
sender.
Example of Situations Social Workers Engage in 5. Feedback - The communication process
Communication Process: reaches its final point when the message has
been successfully transmitted, received, and
1. Intake interview understood. Feedback may be direct, such as a
2. Home visits with clients and others written or verbal response, or it may take the
3. Collateral Interviews form of an act or deed in response (indirect).
4. Discussion with concerned parties, service 6. Context - This is the setting and situation in
referrals of clients. which communication takes place. This context
5. Group session with clients may be physical, social, chronological or
6. Networking with community officials cultural. This includes among other things,
7. Group education/motivation campaigns place, time, event, and attitudes of sender and
8. Surveys and other research-related services receiver.
Communication at Different Levels 7. Noise -This is anything that gets in the way of
the message being accurately received,
1. Social Workers play many roles at micro, interpreted and responded to (internal or
mezzo and macro levels of interventions but external).
whatever they do, communication is the most
essentially required skill. Types of Communication in SW
2. Social Workers work in a variety of clients, ➢ Verbal Communication - Communicating with
some, who may not be in a position to words, written or spoken; Consists of speaking,
communicate like victims of atrocities, children, listening, writing and reading; Takes place
weak, differently-abled, abused, etc. through face to face conversation, group
3. While communicating with vulnerable sectors, it discussions, counseling, interviews, etc;
is not just important to understand their words, Process of exchanging information between
but even their underlying emotions and two or more persons through written and oral
feelings, something that they do not speak but words; They are used in telling stories and
express. cases, investigations, interviewing, counseling,
4. Communication skills are indispensable for conducting talking therapies, informing clients,
establishing effective and respectful conducting case assessment with colleagues
relationships not just with the service users but and other professionals, reporting cases,
also with the service providers and other among others.
stakeholders.

Types of Verbal Communication

1. Oral Communication surrounding not being disposed, or the client feeling
2. Written Communication that it is the best medium of communication he/she
is comfortable with or perhaps for official reasons;
Advantages Often, when such messages are received in that
1. More personal and informal. form, the Social Worker might be expected to reply
2. Makes immediate impact. in writing as well.
3. Provides opportunity for interaction and ➢ Virtual Communication - Communication has
feedback. evolved through technology; Its dynamisms
4. Very fast and non-expensive. move with time and space. The advancement
5. Help us to foster better relationships with your of technology equally has led to the
co-workers and clients. advancement of communication; This has
6. Use to inform, inquire, argue, and discuss brought about the virtual space, involving social
topics of all kinds. media, emails, avatars, among other internet
Disadvantages and frequency driven messaging platforms.

1. A word once uttered, can’t be taken back. Forms of Communications

2. It can be forgotten easily. 1. Intrapersonal Communication – to
3. There is no legal evidence of oral communicate with yourself.
communication. 2. Interpersonal Communication – to
communicate with one another (or more)
➢ Non-Verbal Communication - Communicating persons.
without using any spoken or written word; Takes 3. Small Group Communication – to
place in the form of gestures, facial communicate with people in a group situation
expressions, eye contact and touching; It also so that everyone has the opportunity to
includes pitch, speed, tone and volume of participate.
voice, dress and appearance, etc.; Also 4. Public Communication – to communicate with
referred to as “paralanguage” denotes the a group who form an audience and who are too
process of conveying messages, using many enable participation.
gesticulations, facial cues, emotional cues, 5. Written Communication – to communicate in
voice tones and pitch, clinched fist, among written form with familiar or unfamiliar people in
other communicative expressions not tied to a formal or informal manner.
words. 6. Electronic Communication – to communicate
Types of Non-Verbal Communication people by means of the electronic media, for
example, radio, television, computer or smart
1. Facial Expressions device.
2. Gestures 7. Communication through the use of
3. Body Language and Posture mediators – to communicate with people by
4. Eye Contacts means of interpreter, facilitator or any other
representative.
Advantages
Barriers To Communication
1. Helps to communicate with someone who is
hard of hearing or deaf. 1. Process Barriers – arise when breakdown
2. Helps to communicate in silent zones. occurs.
3. Helps us to communicate with a distant person. 2. Physical Barriers – includes interference from
4. Help us to communicate to people who don’t other person, noise and inappropriate set up.
understand our language. 3. Semantic Barriers – encompass language,
5. Captures feelings and emotions. meaning attached to words, jargons, etc.
4. Psychosocial - lack of sincerity and empathy,
Disadvantages
improper self perception, role confusion,
1. Cannot be used as a public tool of prejudices, inability to communicate and listen,
communication. culture and tradition stereotypes.
2. Cannot create an impression upon 5. Use of Jargons - these are over-complicated,
people/listeners. unfamiliar and/or technical terms; these types
3. Misperception of body language or gestures. of languages can make a client or the social
worker not understand each other.
➢ Written Communication 6. Emotional Barriers and Taboos - some
people may find it difficult to express their
Social Workers are bound to receive emotions and some topics maybe completely
communications in writing; Clients might decide to taboo; taboo or difficult topics may include but
notify the Social Worker in writing for reasons are not limited to, politics, religion, disabilities
 (mental and physical), sexuality and sex, BENEFITS OF EMPATHIC LISTENING
racism, etc.; for instance, some people are very ✓ Building working relationships.
conservative and culturally oriented. ✓ Helping you act considerately.
7. Physical Disabilities and Physical Barriers - ✓ Increasing productivity.
not being able to see the non-verbal cues, ✓ Problem solving.
gestures, postures and general body language
can make communication less effective; this HOW TO LISTEN EMPATHICALLY
often affects those who have visual problems, • Create a comfortable space for sharing.
hearing defects and those unable to see • Acknowledge the speaker’s feelings.
themselves; physical barriers could also include • Pay attention to body language.
noise, poor lighting, or harsh temperature. • Let them guide the conversation.
8. Language differences and the difficulty in • Wait to speak.
understanding unfamiliar accents – this • Be encouraging.
could cause serious gaps in effective
communication. PHRASES FOR ACTIVE LISTENER
9. Expectations and prejudices which may o “I understand what you are saying.”
lead to false assumptions or stereotyping - o “I’m sure that must be challenging.”
people often wait to hear what they expect to o “Thank you for sharing this with me.”
hear, rather than what is actually said; for such o “How did that experience make you feel?”
reasons, they are bound to make incorrect o “I appreciate that you trust me with this
conclusions and inferences. information.”
10. Cultural Differences - norms of social
interaction vary greatly in different cultures, ACTIVE LISTENING
including the ways emotions are expressed. ❑ The ability to focus completely on a speaker,
11. Others Barriers include – subject irrelevance, understand their message, comprehend the
differences in perception, age, gender, and lack information, and respond thoughtfully.
of interest. ❑ Uses verbal and non-verbal techniques to show
and keep their attention on the speaker.

VERBAL ACTIVE LISTENING SKILLS

1. Paraphrase – summarize the main point of the
LESSON 2
message.
2. Ask open-ended questions.
EMPATHIC LISTENING and ACTIVE LISTENING
EX: “What changes would you want to make to
the process over the next two months?
SENSITIVITY to NON-VERBAL COMMUNICATION
3. Ask specific probing questions.
EX: “Tell me more about your current workload.
EMPATHIC LISTENING
Which of these is the most time consuming?”
❑ The practice of being attentive and responsive
4. Use short verbal affirmations
to others’ input during conversation.
EX: “I understand.” “Yes, that makes sense”.
❑ It entails making emotional connection with
5. Display empathy
another person.
EX: “I’m sorry you are dealing with this
❑ Finding similarities between their experience
problem. Let’s figure out some ways I can
and your own for more heartfelt response.
help”.
6. Recall previously shared information
QUALITIES OF AN EMPATHIC LISTENER
EX: “Last week, you mentioned adding more
✓ Presence – being focused closely on the
senior coordinator to help with this account,
conversation.
and I think that’s a great idea”
✓ Compassion – identifying with the other
person’s emotional experience.
NON-VERBAL ACTIVE LISTENING SKILLS
✓ Wisdom – understanding speaker’s input and
• Nod
examining the circumstances around the
problem to grasp all factors involved. • Smile
✓ Trustworthiness – keep what they say in • Avoid distracting movements
confidence. • Maintain eye contact
✓ Patience – allow them time to express
themselves. IMPORTANCE OF ACTIVE LISTENING
✓ Responsiveness – speaker wants to hear your • Build connections
input. • Develop trust
✓ Non-judgment – refrain from criticizing the • Identify and solve problems
other party. • Increase you understanding of various
topics
 • Avoid missing critical information Gender stereotype - Is “an overgeneralized belief in
the characteristics of a person based simply on their
SENSITIVITY to NON-VERBAL COMMUNICATION gender.

Gender discrimination - Happens when stereotypes

NON-VERBAL SENSITIVITY
and prejudice translate into a negative act towards a
❑ Building block of good interpersonal
person.
relationships
❑ Ability of individuals to read and decode non- Gender Roles - This is the set of roles, activities,
verbal cues in others. expectations, and behaviors assigned to females and
❑ Ability to correctly interpret the meaning of males by society.
non-verbal cues.
❑ It involves cues of emotions, dominance or TEN (10) PRINCIPLES GENDER RESPONSIVE
status, attitudes, intentions, and interpersonal COMMUNICATIONS FOR DEVELOPMENT
orientation.
• Gender-responsive communications is a must-
have skill for all development practitioners.
SENSITIVITY TOWARDS:
• Behaviors • Gender equality means more than the equal
• Body language representation of women and men.
• Gestures
• Gender equality refers to the unequal power
• Symbols
relations between women and men the unequal
• Setting
roles that our societies attribute to them.
IMPORTANCE OF THE USE OF GENDER-FAIR AND 1. Go Beyond Stories Featuring Women
NON-DISCRIMINATORY LANGUAGE IN THE ROLE 2. Ensure Fair Visibility for Men and Women
PLAYING. 3. Don't Diminish Women's Contributions
4. Don't Reinforce Gender Stereotypes
• ACCOMMODATION 5. Portray Diversity
• INCLUSIVITY 6. Use Gender-Responsive Language
• RESPECT 7. Don't Victimize
• NEUTRALISM 8. Don't Patronize
• AVOID STEREOTYPING 9. Present Facts, Not Judgements
• LANGUAGE OF RESISTANCE 10. Be Open

CONCEPTS AND PROCESS OF GENDER GUIDELINES FOR USING GENDER SENSITIVE

SUPPORTIVE RESPONSES LANGUAGE IN REPORTING AND WRITING

• Sexual Orientation - Emotional and sexual • Make female visible.

attraction to a person. • Use parallel language when referring to men
• Gender Identity - Sense of who we are. and women at the same time.
• Gender Expression - External manifestation of • The order of youe words should reflect your
one’s gender identity. stand in gender equality.
• Promote gender equality.
Gender Fluidity - Conveys a wider, more flexible range • Break gender stereotypes.
of gender expression, with interest and behaviors that
may even change from day to day. Principles in Communication Techniques in
Interviewing
Patriarchy - Came from the Greek word Patriarkhes
which means “the rule of the father” It is a social system • Method
where men primarily hold power in the political and • Tools
private sphere. • Types
• Purposes
Feminism - Aims to challenge the patriarchal society
that privileged men over women. • Skills

METHODS OF INTERVIEWING
Gender Mainstreaming – Is a strategy to improve the
quality of public policies, programs, and projects, • Structured Interviews
ensuring a more efficient allocation of resources. • Unstructured Interviews
Gender Socialization - Which is also called gender • Semi-Structured Interviews
categorization is believed to start even before the birth
PURPOSE OF INTERVIEW
of a child.
• To make the person understand you.
 • To give the client an opportunity of emotional 7. Do not rush into direct action or help
release. without fully understanding the client’s
• Feeling of security. situation.
• To gain insight into his problems and some of ➢ A worker should carefully assess the
their causes. client’s situation based on accurate or
• Explain the client the assistance which is reliable data she has gathered, which
available and what is expected from him. makes for a definition of the nature of the
client’s problem, which in turn, becomes the
SKILLS IN INTERVIEWING basis for the worker’s action.
8. The interviewer should have proper
1. Skills in relating with the interviewee. - social
department.
work is guided by the professional principle
➢ The way an interviewer acts or conducts
A. Accepting people as they are
herself is very important. In our society, a
regardless of whether the interviewee
worker will find it helpful to learn the norms
is passive, resisting, aggressive,
in a particular community if she wants to be
suspicious etch.
accepted by the people.
B. Individualizing people, knowing that
they have different physiological and
psychological make-up, and also
different cultural characteristics. TOOLS
C. Practicing the confidential nature of the
Scheduling and Coordinating the Interview
interview.
D. Exercise discipline in the use of ➢ Tools to use: Google Calendar, mobile
oneself, cognizant of the workers reminders, planner, organizers.
holding certain powers which can be
used for or against the client, or to shut Conducting/recording the Interview
her own needs or ends. ➢ Tools to use audio or video recorders,
E. Allowing the interviewee to participate microphone, pen and paper,
and become self-determining. source/research materials.

2. Skill in observing the interviewee. Transcribing interviews

➢ a skilled interviewer is very observant, is
sensitive to what his eyes can see: the ➢ Tools to use source/research materials,
physical appearance of the interviewee, transcription software/application.
thus facial expression, gestures, body Documenting interviews
movement, and the like.
3. Skills in listening. ➢ Tools to use filing cabinets, flash drives,
➢ a good interviewer is a good listener. She cloud storage platform.
listens before she talks, or starts the
TYPES OF RECORD
interview usually by giving its purpose, and
then let's the interviewee talks. ➢ Intake Form
➢ Summary records of Data
4. Skills in asking questions. ➢ Survey report.
➢ an interviewer would do well to remember ➢ Case Study
that a friendly manner in asking questions ➢ Summarized process recordings
can make the difference between her ➢ Final Evaluative Statement
getting correct or wrong information, and a ➢ Transfer summaries.
responsive or hostel reply. ➢ Periodic evaluative Summaries

5. Skills in answering personal questions. USE OF MULTIMEDIA AND OTHER TECHNOLOGY

➢ just asking personal questions requires (TRADITIONAL AND NEW INFORMATION
skill, so does answering personal TECHNOLOGY)
questions. The social worker should realize
➢ Multimedia - can be anything and everything
that she to is entitled to her privacy and she
which you watch and listen in a form of text,
must not feel obliged to answer every
photograph, audio, video and much more.
question her client ask.
➢ Importance of multimedia in various fields -
6. Interpreting the client’s response.
Multimedia is everywhere whether you are at a
➢ The interviewer gives meaning to the
railway station looking at the schedule screens
client’s word, expression, and behavior.
or watching your television or using your
The worker should exercise care in order to
mobile.
arrive at objective and accurate
➢ Traditional Technology - Is a type of
interpretations.
technology which is based on any tradition or
 culture which is generally transferred from one • Training Course, team-building session
generation to other generation until it is
modified to new one. PURPOSE
Meetings are an important organizational tool as they
Tradition Uses of Multimedia and Technology
can be used to:
1. Advertising and marketing - advertising has • Pool and develop ideas
changed a lot over the past couple of decades, • Plan
and this is mainly due to the increased use of • Solve problems
the internet in business. • Make decisions
• Create and develop understanding
Some of different types of advertising:
• Encourage enthusiasm and initiative
➢ Print advertising. • Provide a sense of direction
➢ Radio (audio) advertising • Create a common purpose
➢ Television (video) advertising
➢ Digital advertising Types of Meetings
➢ Display ads. Informing Meetings
➢ These are the most straight forward meetings
2. Education where one member, usually the chairperson,
➢ The multimedia has a great importance. has factual information or a decision which
Talking particularly about the schools, their affects all those present, which he/she wishes
usage has a significant role to play for to communicate.
children also. It is broadly used in the field Consulting Meetings
of education and training. ➢ These are meetings used to discuss a specific
3. Communication policy or innovation and can be used to get
4. Entertainment participants’ views such as a policy or idea.
Problem-Solving Meetings
NEW INFORMATION TECHNOLOGY USES: ➢ These meetings are dependent upon the
➢ Data Visualization chairperson describing the problem as clearly
➢ Artificial Intelligence (AI) and Machine as possible.
Learning (ML)
➢ E-commerce ➢ Members should be selected according to their
➢ Healthcare experience, expertise or interest and then given
as much information as possible to enable them
to generate ideas, offer advice and reach
conclusions.
LESSON 3 Decision-making Meetings
➢ Many organizations, clubs and societies hold
PROTOCOLS FOR PRESIDING/MODERATING,
regular meetings to enable members to report
FACILITATING MEETINGS AND FOCUSED GROUP
and discuss progress and work in hand, to
DISCUSSION
deliberate current and future planning.
MEETING
• is when generally 3 or more people who have
Meeting Roles and Responsibilities
the same common aims and objectives come
Team Leader
together for a common purpose to
➢ Set guidelines and roles.
communicate and exchange information in a
➢ Arranges the meeting and decides what goals
planned manner and discuss issues, making
need to be accomplished.
decisions, etc.
➢ Develop an agenda.
➢ Assign other meeting roles.
• may occur face to face or virtually as mediated
by communication technology such as
Timekeeper
telephone conference call or video conference.
➢ Ensures deadlines are met.
➢ Manage time limits for each agenda item.
The term ‘meeting’ covers:
➢ Manage visual aids.
• Lecture (one presentation
• Seminar (typically several presentations, small Scribe
audience, one day) ▪ records or takes detailed notes of:
• Conference (mid-size, one or more days) ➢ What was discussed
• Congress (large, several days) ➢ What decisions were made
• Exhibition or Trade Show (with manned ➢ What plans were drafted
stands being visited by passers-by) ➢ What was promised
• Workshop (smaller, with active participants) ▪ How much of it was executed
▪ makes ideas visible ▪ Have participants fill out feedback form
▪ records meeting minutes AFTER THE MEETING
▪ helps develop and distribute the agenda ▪ Send meeting notes and action items
▪ Review evaluation forms/feedback
Process Monitor ▪ Identify lessons learned and future
▪ the facilitator improvements
▪ keeps team focused MATSON’S MEETING TIPS
▪ finalizing the agenda before hand and ▪ Take meetings seriously and do real work
communicating to the others. ▪ Don’t make meetings long and unproductive.
▪ -inviting the necessary participants and finding ▪ Don’t let people digress for the topic.
a time that works for everyone. ▪ Outline tasks and assign deadline so members
know how to follow-up.
Characteristics of a Good Facilitator ▪ Consider using technology to allow individuals
▪ Ability to listen. to anonymously express opinions.
▪ Confidence and ability to deal with conflicts or ▪ ·Make sure you have the information you need
complex issues. for decision making before the meeting starts.
▪ Ability to communicate. ▪ Keep good records on what works and doesn’t
▪ Ability to maintain a sense of humor. work and include these in minutes.
▪ Ability to create a comfortable and safe
environment. MEETING PRINCIPLES
1. Set purpose and code of conduct
Peacekeeper ▪ Ground rules or norms
▪ mediates hostile moments in meetings to ▪ How the meeting should be run
ensure a positive workplace culture. ▪ What kind of behavior is accepted
Rules:
Spokesperson / “The Outsider” ▪ meeting starts on time
▪ reports to other groups. ▪ only one conversation at a time
▪ put themselves in the shoes of someone ▪ let everyone finish their sentence/thoughts
unfamiliar with your company. ▪ three knock rule
▪ pose questions and concerns that will ensure ▪ cellphones turned to vibrate during meeting
the company makes better decisions, plans, Tools:
and modifications. ▪ brainstorming
All members are active participants ▪ Round Robin
▪ understand the agenda and purpose of the ▪ Flipchart
meeting. 2. Define desired outcomes
▪ contribute to the discussion. ▪ Always have an agenda
▪ contribute to a positive, safe atmosphere. ▪ Establish roles
▪ Capitalize on brain power
BEFORE THE MEETING ▪ Take minutes
▪ The chairperson should ask and resolve the ▪ Assign action items
following questions: ▪ ROI (Risks, Opportunities, and Issues)
▪ What is the purpose of the meeting?
▪ Is a meeting appropriate? BEHAVIORS THAT HELP THE MEETING
▪ How should the meeting be planned? Gate Keeping
▪ Who should attend the meeting? ▪ encouraging balanced participation among all
▪ What preparation is required for the meeting? team members.
DURING THE MEETING Clarifying
▪ Assign clear roles (facilitator, time keeper, note ▪ listening and probing for understanding
taker, etc.) Harmonizing
▪ Communicate objectives and agenda ▪ bringing together different points of view and
▪ Ask if more items need to be added to the helping people work through differences.
agenda Initiating
▪ Communicate how participation will be handled ▪ offering new ideas and suggesting different
(especially virtual meetings) approaches.
▪ Engage the participants (ask the observers for Summarizing
their input) ▪ reviewing the discussion and decisions made
▪ Ask questions, make suggestions, stay flexible and planning next steps
but don’t hesitate to facilitate (it is your role and Building trust
responsibility)
▪ Stay strategic, think 80/20
▪ -Summarize key decisions confirm action items
▪ Schedule potential follow-ups