First, the basic skills of case work-interpersonal communication
1. Communication effect
The purpose of interpersonal communication is nothing more than sharing feelings, obtaining information, seeking help and persuading others. In view of this, the good communication effect should be:
(1) The other party has received the information.
(2) The other party knows the information.
(3) The other party accepts the information.
(4) The other party is psychologically happy, and the good communication effect must be to convince the other party.
2. Principles and skills of communication
(1) Establish the concept of respect-attach importance to each other, accept each other (acceptance does not mean approval), and pay attention to and care for each other.
(2) cultivate empathy (empathy refers to feeling others' feelings)-cultivate your own feelings and improve your ability to express empathy.
(3) Training communication skills-using language symbols (speaking sweetly, clearly, accurately, appropriately and skillfully), using body symbols (body symbols are people's eyes, facial expressions, body posture, movements and appliances that can convey information) and using environmental symbols (environmental symbols are time and space factors that can convey information).
Second, the basic skills of case work-case dialogue
1. Auxiliary skills
(1) Express concern-face the client, lean forward, open your posture and make good eye contact.
(2) Active listening-be alert to common mistakes in listening, such as selective listening, critical listening, filtering listening, sympathetic listening and eager response or interrupted listening.
(3) Empathy (that is, a skill and ability for workers to enter and understand the inner world of the case owner and convey this understanding to the case owner, including emotional empathy and role empathy)-timeliness of consciousness, language expression and communication. Workers should pay attention to three points: first, give yourself time to think and don't rush to express it. The second is the appropriate response. The third is to grasp your own emotions and coordinate with the emotions of the case owner.
(4) encourage support.
2. Leadership skills
(1) clarification-that is, the staff leads the case owner to explain the vague statement in more detail and clearly, so as to make it clear and concrete.
(2) Focus —— Narrow down the topic of freedom, discuss too many topics, or find out the center of gravity and discuss with them. The application of focusing skills should not be blunt, and the degree and duration of deviation from the theme should be considered to determine the appropriate focusing opportunity. Workers themselves should pay attention to avoid digression.
(3) Summary-that is, the workers sort out, summarize and summarize the contents expressed in different parts of a long conversation or case, and briefly summarize the key points.
3. Affect skills
(1) Providing information-that is, based on professional knowledge and experience, the workers provide the required knowledge, ideas, technology and other information for the case owner. Pay attention to the knowledge background of the case owner, analyze his sensitivity and acceptance of information, and choose the appropriate way to provide information.
(2) self-disclosure-that is, workers selectively disclose their personal experiences, methods and attitudes to the case owner, so that the case owner can learn from the experience of others as a reference for dealing with their own problems. Workers should make enough self-disclosure, do not take up more time, and do not make frequent self-disclosure.
(3) Suggestion-that is, after understanding and evaluating the situation and problems of the case owner, the laborer puts forward objective, pertinent, constructive and helpful opinions. Note: the staff should clearly state the content to be discussed in a consultative tone and attitude; Explain to the case owner the reasons or reasons for the proposal; Fully discuss the suitability and feasibility of his proposal with the case owner, and let the case owner know the specific practices; It is suggested not to mention it too early, so as not to affect the development of the new ideas of the case owner; The case owner is self-determined, and opinions cannot be imposed on the case owner.
(4) Suggestions-that is, workers point out to the case owner the harmfulness of the case owner's behavior or the actions that the case owner must take. Advice is usually directed at some serious events or behaviors, but whether it is serious or not is a valuable moral judgment and very subjective.
(5) Confrontation-that is, when workers find that the behavior, experience and emotions of the case owner are inconsistent, they directly ask questions or raise questions. Note: the premise of confrontation is that acceptance, respect, empathy, sincerity and warmth have been produced in professional relations; Workers had better take tentative confrontation; Workers should face each other with love.
Extended data:
Case intervention is a purposeful intervention method, aiming at the needs of the parties and making them change. As social workers, we should uphold the values of "believing that people need to be loved, accepted and understood, and that everyone has the ability".
The general process of case work: receiving or referring cases, collecting data, analyzing needs, making plans, * * * reaching agreements, providing services, and evaluating and closing cases.
First, how to mine cases?
(A) Mining cases in the service
Novice social workers can dig up cases in activities, groups, home visits or visits. Social workers need to be sensitive, able to capture the potential needs of residents and find potential case objects.
(b) Collecting information from various departments
Social workers can learn the information of special groups in the community from community grid workers, family planning departments, disabled persons' federations and women's federations, screen potential case objects, or refer case objects.
There are many cases of domestic violence and conflicts between mother-in-law and daughter-in-law in community women's federations every year. Social workers can take the initiative to communicate with women's federations, and whether there are any cases in which social workers can intervene.
(3) Recruit cases through publicity.
Many residents in the community don't know what a case is. Social workers can list the cases they are good at handling, and then find the case objects through publicity and recruitment, so that the service objects can choose to accept the case services of social workers clearly and pertinently according to the recruitment content.
Novices of social workers should not sit in the office waiting for cases, but should take the initiative to contact the clients in the service and walk around the community to better tap the clients.
Second, how to accept the case?
Receiving a case is the first step in the practical process of social work, and it is also the basis and premise of the whole process of helping others. The main work and steps in the case receiving stage are four steps: first, understand the reasons and process of the parties seeking help; The second is the preliminary evaluation of the service target; The third is to decide whether to accept the case; Fourth, if the case is accepted, a preliminary agreement is reached.
When we understand the problems and needs of the clients, we can judge them from four demand categories:
1. Express demand: customers clearly express what kind of service they want;
2. Sensory needs: the findings and feelings of social workers in the process of visiting and investigating, but the clients are not clearly expressed or unclear, which need to be summarized and sorted out, and become expressive needs through asking questions;
3. Contrasting needs: In the process of investigation, social workers need to measure the service gap between them by comparing what the same people in other fields have but what the clients don't have or are not excellent enough, so as to pay attention to * * * and personality differences;
4. Normative demand: the demand that must be met according to the policy requirements, but actually cannot be met. In addition, we can also consider the general needs of customers (physical health, personal development, emotional and intellectual development, etc. ); Different levels of demand (based on Maslow's hierarchy of needs theory); Overall needs (physical, mental, social and spiritual); Staged needs (different age groups have different needs, such as children-safety, teenagers-respect and acceptance, and the elderly-social participation); Social needs (social needs of poor families, poor people, etc.). )
Novice social workers understand the problems and needs of the clients, and after the assessment is acceptable, they need to sign a case informed consent form with the clients before they can carry out follow-up case services.
3. What information should be collected before carrying out case service?
Before carrying out case service, it is necessary to collect information and fully understand the information of the case object. What is the content and scope of data collection?
1. Customer's personal information, such as native place, age, sex, education level, marital status and family relationship, professional income, living environment, etc.
2. The physical condition of the customer, including physical, psychological and emotional behaviors;
3. Customer's characteristics and abilities;
4. Customer's social environment, support network and interpersonal communication.
Novice social workers may feel that there is too much information to collect and they don't know how to start. We can get relevant information by directly asking clients, consulting community grid, family planning and other departments, or evaluating their economic situation by observing their living environment.
Fourth, how to conduct demand analysis?
Novice social workers can analyze their needs from physical, psychological and social aspects. General needs include physical health, life care, psychological needs, family relations, economic security, social participation, social support and other needs; Special problems and needs include bereavement, abuse and neglect, alcoholism, internet addiction, suicide and so on.
When analyzing the demand, novice social workers can analyze the problems stated by the parties, explore their causes and development process, and use relevant psychological and sociological theories to analyze.
5. How to set the case goal?
Many novice social workers set the goal of case service directly according to the collected information. In fact, the goal of case service should be decided through consultation with the clients, and the goal of cases requiring social workers' assistance is what the clients want to change.
The objectives are as follows:
1. Health care, improve self-care ability;
2. Economic security support;
3. Psychological needs: the pursuit of the meaning of life;
4. Counseling on marital status and family relations;
5. Social support network;
6. Social participation;
7. Maintenance of rights and interests;
8. Accept death, arrange funeral affairs, etc.
The formulation of case objectives needs to be linked with demand analysis and can meet the needs of customers. In the process of goal setting, novice social workers need to guide the clients to understand the causes of problems/demands, and to understand and enhance the motivation of clients to change; Identify the problems that need to be solved with customers, and arrange them according to the urgency and degree of realization, and discuss the solutions with customers, as well as the actions and efforts needed to achieve the goals.
Finally, in order to form specific plans and actions, it is necessary to negotiate with the clients and estimate the time required to complete the goal, as well as the frequency and time of social work service.
Social workers need to help clients learn to use existing resources (including internal resources and external resources) to solve problems, pay attention to avoid becoming "experts" social workers, and believe that clients are "experts" who face and solve their own problems.
Methods and skills of developing case service with intransitive verbs
The goal of case service is to negotiate with the parties, and every interview needs to follow up the matters that need to be followed up in the last interview. In case development, novice social workers need to pay attention to interview skills and service process records.
(A) interview skills
Interview refers to face-to-face and purposeful professional conversation between social workers and clients. The interview is a casework.
The most important and commonly used method, case work, in a sense, is composed of a series of interviews related to the content.
Case interview is different from ordinary conversation, because the interview needs skills, such as supportive skills-concentration, listening, empathy and encouragement; Leadership skills-clarifying, focusing and summarizing; Influential skills-providing information, self-disclosure, advice, advice and confrontation.
1. Auxiliary skills: A series of skills used by social workers, expressed through body and oral language, to make customers feel respected, understood and accepted, thus building confidence.
(1) key points: social workers face the clients, lean forward, make good eye contact, listen carefully, observe and interpret;
(2) Empathy includes general empathy (responding, caring, repeating and expressing understanding) and deep empathy (telling the subtext of the other party).
(3) encourage support. Social workers can do this: smile, nod, encourage with eyes, "Please continue" and "You speak very well".
2. Leadership skills: Social workers explore their own experiences, situations, problems, concepts and other skills in a concrete and in-depth way by guiding clients.
(1) clarification: guide customers to explain vague statements in more detail and clearly, and make their information clear and concrete.
(2) Focus: Narrow down the topics that are free, discuss too many topics, or find out the center of gravity and discuss with them.
(3) Abstract: Sort out, summarize and summarize the contents expressed in the long conversations or different parts of customers, and briefly summarize the key points.
3. Influential skills: the skills of social workers to understand problems from a new angle or level or to influence the parties to adopt methods to solve problems.
(1) Providing information: providing customers with the required knowledge, concepts and technologies.
(2) Self-disclosure: selectively disclose your personal experience, methods and attitudes to the parties, so that the parties can learn from the experience of others as a reference for dealing with their own problems.
(3) Suggestion: After understanding and evaluating the customer's situation and problems, put forward objective, pertinent and beneficial opinions.
(4) Suggestion: point out to the client the harmfulness of his behavior or the action that the client must take.
(5) Confrontation: the skill of directly asking questions or asking questions when the behavior, experience and emotions of the parties are found to be inconsistent.
Novice social workers should be fully prepared before the interview, and they can prepare the interview outline in advance. Familiarity with interview skills can better help novice social workers to better carry out case service.
(b) Writing of case records
The quality of medical record writing is related to social workers' professional knowledge, literacy and organizational analysis ability. If social workers are not clear about the problems or needs of the clients, they will not be able to write case records well, so social workers should fully understand the problems or needs faced by the clients and related materials.
Case records provide objective information, and social workers should judge the collected information and data according to their professional knowledge. When recording, they should try their best to record the original words of the clients, objectively describe the problems and clearly list the information, so as to ensure accuracy, reduce disputes and ensure the work of social workers, thus effectively providing services to the clients.
The case record should not only record the linguistic information of the client, but also record the nonverbal information of the client. For example, non-verbal information recording: the parties sit stiff and their fingers are tight; Emotional record of the client: when asked about the education mode of the client, the client can't answer for a long time, but he wants to say it but dares not.
Finally, she said, I know I have a problem, but I don't know what to do, because sometimes I can't accept her husband's behavior, but her husband is an arrogant person and it is not easy to accept other people's opinions. Environmental status record: the home environment is clean and tidy, with sufficient light.
Seven. wind up/close/conclude a case
Closing a case refers to all the preparations made by social workers to terminate their professional relationship with the parties. Before closing the case, social workers should evaluate whether the case can be closed.
(a) type of closure
1. Close the case after the goal is achieved. The goal of the case set by the social worker and the client has been achieved, and the client has no new needs and can close the case.
2. The relationship must be terminated because the customer is unwilling to continue receiving services. If the client is unwilling to continue receiving services in the middle of the case, the social worker can close the case.
There are objective and realistic reasons for not achieving the goal.
4. Close the case when the identity of the social worker or client changes.
(two) the main task of closing the case
1. summarize the work. When closing the case, we should summarize and sort out the work of the case, sum up the good experience, reflect on the shortcomings, put forward suggestions for correction, and provide support and guidance for subsequent similar cases.
2. Review the working process and strengthen the existing changes of customers. When closing the case, the social worker and the client review the work process together, let the client see their own changes, give the client positive support, and strengthen the existing changes of the client.
3. Dissolve the professional working relationship. Inform the client of the reasons for closing the case, inform the client to prepare to close the case, and the professional working relationship between the social worker and the client is terminated. Leave your contact information, and you can contact social workers if you need anything else.
4. Write the closing record.
(3) Matters needing attention of social workers when closing the case
(1) Before closing the case, both parties should have enough time to express their feelings in depth. Both the social worker and the client should close the case.
(2) In the final closing stage, social workers should show that social work services are open to the clients, and they will try their best to help them no matter what problems they encounter.
(3) Reaffirm the achievement and problem-solving ability of the client, and strengthen his positive change.
(4) When meeting for the last time, give it a certain symbolic meaning, and you can sign the closing evaluation form.
(5) If the clients' goals are not fully realized, social workers should help clients determine how to modify and complete their goals without help.
(6) Determine the contact information and time arrangement with customers in the future, so as to prepare for customers' follow-up and return visit.
(four) the client's reaction and handling methods when closing the case.
1. The positive response of the parties is the ideal closing state of case work.
2. Negative customer reactions: denial, retrogression, dependence, complaint, anger, bargaining and depression.
The client refused to close the case.
If the party refuses to accept it, pretend as if nothing has happened; Restore the early behavior pattern or raise the difficulties encountered long ago again;
Impatient behavior, especially when the social worker thinks that the client can solve the problem independently, the client will point out that the social worker is at fault; The client suddenly decided to sever the relationship with the social worker, as if to show that the social worker should take the initiative to leave the social worker before leaving the client.
3. Treatment method of closing the reaction:
Novice social workers review the process of social worker intervention with the parties before closing the case to determine whether the time is ripe; Let the parties know the closing time in advance and make psychological preparations early; In the closing stage, we should gradually reduce contact with customers and remind them to learn to stand on their own feet.