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Utilise specialist communication skills to build strong relationships

Content

• Section 1: The communication process
  • Development of the community service and disability sectors
  • Self-awareness
  • Basic communication processes
  • Barriers to effective communication
  • Specific communication needs
  • Working with interpreters
  • Building rapport
  • Managing mistrust and conflict
  • Self-awareness in conflict situations
  • Self check
  • Summary
  • Section 1 Bibliography
• Section 2: Case related communications
  • Interviews
  • Obtaining information
  • Conducting an interview
  • Developing case/action plans
  • Giving feedback
  • Referral to other agencies
  • Consulting with clients and others
  • Making the referral
  • Writing case notes
  • Self check
  • Summary
  • Section 2 Bibliography
• Section 3: Communication within the organisation
  • Handling general inquiries
  • Communication with co-workers
  • Coaching
  • Working with groups
  • Types of groups
  • Purpose of the group
  • Roles within a group
  • Networks
  • Representing your organisation
  • Writing to organisational standards
  • Self check
  • Summary
  • Section 3 Bibliography
• Section 4: Grievance processes
  • Responding to grievances
  • Negotiation
  • Mediation process
  • Self check
  • Summary
  • Section 4 Bibliography

Introduction

The effectiveness of community service and disability work depends largely on the quality of the relationship developed between the client and the worker. The basis for the development of all relationships is communication.

This section reviews the underpinning knowledge and skills required for any communication process, and as a basis for the development of specialist communication skills.

The section covers:

• communication skills
• specific communication needs and strategies
• building relationships.

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