First, speaking skills
Case talk is a face-to-face and purposeful professional conversation between the staff and the case owner.
It includes three skills: supporting skills; Leadership skills; Influential skills
1. Supporting skills Supporting skills refer to a series of skills that make workers feel respected, understood and accepted through body and oral language, thus building self-confidence.
Including:
(1) Concentration is to convey nonverbal information to your customers through your posture, gestures, facial expressions and voice intonation. Let your customer know your sincere, earnest and respectful attitude towards him. What is important is that this focused application must be consistent with your language. The basic elements of physical concentration include: facing your customers head-on. Inclined to the owner of the case. Open posture. It means that you are completely open about the case without a trace of defense. Maintaining good eye contact shows that you are interested in understanding the case owner and his worries. Try to relax. Express your confidence to the case owner and let the case owner relax.
(2) Listening refers to the activity that workers actively use visual and auditory organs to collect information about cases. The contents include: the experience of the case owner, what he experienced and what happened; The behavior of the case owner, what he has done and what he has not done; The feelings of the case owner, the feelings and emotions caused by his experience and behavior; The views of the case owner on his own experience, behavior and feelings.
(3) Empathy refers to the skill and ability of workers to enter and understand the inner world of the case owner and pass this understanding on to the case owner. Empathy includes primary empathy and advanced empathy. The initial level of empathy. It means that the social worker lets the case owner know that he understands the feelings of the case owner and his experience and behavior under these feelings. A high degree of empathy. That is, we should not only understand the statement of the case owner, but also understand the implied or unexpressed meaning of the case owner. (4) Encouragement refers to the skill of encouraging the case owner to continue to express his feelings and opinions through appropriate speech and body language. Including: the expression of body symbols, focused expressions and listening skills to convey your concern and seriousness. Such as nodding, smiling, gestures, encouraging eyes, etc. Language encouragement. Like what? That's right. ? You are doing very well. ? Please continue. ? Waiting to be conveyed.
2. Leadership skills refer to the skills of workers to actively guide the case owner to discuss their experiences, situations, problems and ideas in detail and in depth. The purpose is to promote the case owner to express and discuss related topics in a more specific, in-depth and organized way, to enhance the workers' understanding and understanding of the case owner, and to assist the case owner in further self-exploration. Specific skills include:
(1) clarification means that the staff leads the case owner to give a more detailed and clear explanation of the vague statement, making it clearer and more specific. It also includes the unclear information that Jiegong said he expressed, such as the purpose and concept of service. It also includes the necessary explanation of misunderstanding.
(2) Focus means that workers narrow down the free slides, the discussion scope is too large, or multiple topics appear at the same time, find out the center of gravity and discuss with them.
(3) Abstract refers to the arrangement, generalization, summary and brief summary of the contents expressed by workers in long conversations or different parts of the case. Just like the worker said? Your worry is that if you fail to pass CET-4 this time, your degree certificate will be affected. Is that so?
3. Influential skills refer to the skills of workers to understand the problem from a new angle or level or adopt other methods to solve the problem by influencing the case owner. Specific skills include:
(1) According to the professional knowledge and experience of information workers, provide them with necessary knowledge, concepts and technical guidance. Providing information includes providing new information that the case owner doesn't know and helping the case owner to correct the existing wrong information.
(2) Self-disclosure means that workers selectively disclose their personal experiences, methods and attitudes to the case owner. On the one hand, it soothes the mood of the case owner, on the other hand, it gives the case owner a reference to solve the problem. The contents of the disclosure include the energy of oneself or a friend and the feelings similar to those of the case owner. Disclosure should be made on the basis of not causing anxiety and distraction to the owner of the case. At the same time, sharing after publicity is beneficial to the case owner.
(3) Suggestions are objective, pertinent, constructive and helpful opinions put forward by workers after understanding and evaluating the situation and problems of the case owner. Suggestions should be clearly expressed in the tone of consultation, and the reasons or basis for making suggestions should be explained. The appropriateness and feasibility of suggestions should be fully discussed with the case owner so that I can choose feasible methods by myself, and the staff should not impose opinions on the case owner.
(4) Advice means that the laborer tells the case owner about the harmfulness of the case owner's behavior or the action that the case owner must take. For example:? If you still check your husband's cell phone every day, he will feel disrespected, which will affect the relationship between your and his wife. ?
(5) It is a skill for quality assurance workers to directly ask questions or raise objections when they find that the behavior, experience and emotions of the case owner are inconsistent. Because confrontation means aggression and face-to-face conflict, workers should pay attention to the fact that the use of confrontation should be based on trust, and at the same time, it is necessary to create an emotional environment of acceptance, respect, objective evaluation and sincerity.
☆ Key points of this part:
1, skill type of case lecture (multiple choice, single choice)
2. Definition of supporting skills and various specific skills (single choice, multiple choice)
3, the definition of leadership skills and the definition of various specific skills (single choice, multiple choice)
4. Influence the definition of skills and various specific skills (single choice, multiple choices)
Second, build relationships.
Professional relationship is a relationship formed to achieve a specific goal. In the process of case service, good professional relationship is the focus of workers' work. Skills include: (1) Empathy. That is, in the process of service, the worker should try to feel his thoughts and feelings from the perspective of the case owner and put himself in the case owner's shoes.
(2) Establish a relationship model that is conducive to customers' positive expression.
(3) create an atmosphere. Generally speaking, the atmosphere of case service should be warm, sincere and respectful.
(4) Proactive.
Third, collect information.
Data can be collected through direct and indirect methods, and the specific skills include:
(1)(2)(3)(4) Fourth, the use of talks. Collect information directly through face-to-face interviews with the case owner. Application of questionnaire. That is, using scientific investigation tools, including questionnaires, scales, psychological tests, etc. Application of observation. Use of existing data. Scheme planning
The skills of scheme design mainly include:
(1)(2)(3) Fifth, the goal is clear and realistic. The scope of service objects is clear. Reasonable evaluation of strategy
Case work evaluation refers to the staff's design of case work objectives and plans, as well as the interaction between staff and cases.
Evaluation of the principal's performance, the principal's problem scenarios and personal functions, relevant personal and social resources, and the effectiveness and efficiency of the implementation of the plan.
Skills include: (1) Correct use of evaluation types. Include process evaluation and summary evaluation. (2) Rational use of evaluation methods. (3) The active participation of customers. (4) Honesty and confidentiality.
☆ Key points of this part of knowledge: 1, skills of establishing relationships (multiple choices) 2, skills of collecting data (multiple choices) 3, skills of scheme design (multiple choices) 4, skills of evaluation (multiple choices).