Culture, identity and personal beliefs have a profound impact on the content and process of communication. When people from different cultures, backgrounds or belief systems communicate, it is easy for misunderstandings to arise. This resource uses five case scenarios to provide examples of the kinds of challenges and dilemmas social workers experience as they communicate across social and cultural divides. This resource will further your understanding of: •the impact of identity, beliefs and culture on the process of communication •the importance of sensitivity to issues of culture, identity and belief in communication •the kinds of dilemmas that arise in communication across cultural and social divides.

The well-known phrase ‘actions speak louder than words’ reminds us of the importance of practical forms of help. However, for this help to be effective, it has to be informed by a sound knowledge and skills base and the ability to articulate why practical forms of support are essential in order to move events forward. This learning object will help you to understand what is communicated through action and other forms of communication, such as: •offering practical support (advocacy, mediation, networking) •communicating at a distance (letter writing, emails, telephone, mobile phones and text messaging) •professional record keeping systems (case notes, report writing, form filling, taking minutes of meetings) •presentation skills (giving a talk, chairing a meeting, coordinating case conferences/ reviews and presenting evidence in court)

Children and young people communicate in ways which are different from or additional to those used by adults This resource begins by exploring some of the reasons why children and young people communicate in these additional and alternative ways. It then goes on to describe ways of using stories, art work, creative writing and music as forms of communication. This resource will further you understanding of •why play-based, creative and activity-based methods can help children and young people to communicate, including: 1.the limitations of direct methods of communication 2.the importance of symbolism and metaphor 3.the dangers of interpretation. •what kind of underpinning knowledge and theoretical frameworks are helpful when using play and creative activities •how to select the best mode and method of communication for particular contexts, purposes and children (e.g. artwork, stories, puppets)

This resource looks at what we mean by the term ‘challenging situations’ and explores in particular the communication difficulties that can be encountered when people feel guarded and defensive, perhaps because they feel threatened in some way. Using a case study you will work through some of the more advanced communication skills needed in these situations. This resource will further your understanding the communication skills needed where people are: •silent •mistrustful and difficult to engage •unable and/or unwilling to accept responsibility for their actions •hostile •aggressive and threatening •violent

This resource starts with a quiz and a short case study to help you understand the complexities of defining and identifying impairment as well as the difficulties faced by people who have these impairments. You will then be able to explore four different scenarios which present tips on working with particular communication needs of service users. This resource will further your understanding of: •people with particular communication needs are a large, diverse and ill-defined group •how the social model of disability highlights the barriers faced by people with particular communication needs and ways in which these might be addressed •different ways to enhance communication with various groups.

Through a scenario this resource enables you to explore the potential barriers to communication that can exist in your everyday work. This resource will further your understanding of how the following factors can inhibit, interrupt or confuse the communication between social workers and service users, carers and others: •time available •territory (environment and context) •role and task •professional identity and use of self •emotional, psychological and interpersonal dynamics •power and difference (real or assumed) •special communication needs

This e-learning resource uses a video scenario to help you develop your observation, listening and interviewing skills and to become more aware of your own subjectivity. Different ways of asking questions will be considered in more depth and you will have the opportunity to try out some creative approaches to gathering information using diagrams or art-based tools. This resource will enhance your understanding of: •observation skills •listening skills •the ability to identify underlying messages and interpret non-verbal communication •asking questions (interviewing skills) •more creative ways of gathering information

This resource uses a case study to help you explore the challenges that social workers experience during interviews and what decisions can be made to overcome some of these. It highlights that discovering the other person’s perspective and establishing a shared agenda for the interview are priority tasks, as well as the need to explain bureaucratic procedures and to provide as well as gather information. This resource will help you understand that effective and empowering communication in social work requires: •planning and preparation so that you are clear about what you are doing, why and how. •sensitivity towards the other person’s expectations and concerns so that you can negotiate a shared agenda for the task in hand. •accurate identification of the other person’s information needs •a way of explaining that helps the person to understand the information they need.

This resource looks at the benefits that are gained from the relationships that are built within social work. Using the voices of service users, carers and workers you will hear accounts of how the relationships that were created helped them to deal with the difficulties they faced. This resource will further your understanding of: •the importance of relationships in social work and what we communicate through relationships we work to build •the personal attributes needed to form and maintain positive working relationships •the professional attributes that are required and boundaries within which positive working relationships operate •how integrating of personal qualities and professional attributes link to the concept of the ‘professional use of self’

This e-learning resource introduces the breadth and complexity of communication skills in social work. This resource will further your understanding of: •the principles of effective communication as a two or more way process (underpinned by values such as participation and inclusion) •how context shapes communication and can facilitate or impede effective communication •communication within the social work role and task

This project report informs on a SWAP-funded project 'Teaching, learning and assessing communication skilss with children and young people: Developing the social work qualifying curriculum'. It includes the following sections: 'Background to the dissemination project', 'The aims of the dissemination project', 'The first workshop', 'Follow-up from the first workshop', 'The second workshop' and 'Evaluation and review of the project'.