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A helpful model for understanding communication
Mark AllenbySenior Lecturer in Social WorkUniversity of NorthamptonPrepared for Social Work Skills – Level 1 – SWK1007 January 2010
Overview of the ModelCommunication is purposefulOur purposes are coded verbally
and non-verballyWhat we intend and what others
receive are differentNoticing the responses to our
communications helps us communicate better
A BIntention
Coding
Production
Reception
Decoding
Intention
CodingProduction
Reception
Decoding
The Communication Cycle
Intentions in social work practice
What messages do you generally try and communicate? – general intentions
What messages do you convey in your work? – work intentions
What are you trying to achieve in this interaction as a whole? – situational intentions
What are you trying to achieve right now? – immediate intentions
General IntentionsWhat messages do you give
generally?About yourself?About your values and beliefs?About you place in society?
Work IntentionsWhat are you trying to achieve in
your work?◦Empowerment◦Social Justice◦Liberation◦Well-being
How do you communicate these?
Situational IntentionsConsider your intentions when
interviewing◦A child who says that they have been abused◦A teenager with an eating disorder◦An adult with a disability about to move into
supported accommodation◦A woman with post-natal depression◦An older adult to complete a Community
Care AssessmentAre you trying to achieve different
things?Yes and No
Immediate IntentionsMoment-by-MomentProcess v ContentProcess
◦I’m listening◦I understanding◦I respect you◦We can make a difference◦It’s your turn
Immediate IntentionsContentSpecific Questions or messages
◦Questions What is the problem?
What, where, when, who, how and why? What are your strengths How do you see things?
◦Messages I believe you You can do this I don’t understand
IntentionsCommunication is purposefulKnow your purposeAim to communicate it clearly
Coding and ProductionCoding – what you meant to sayProduction – what you actually
said“It sounded so good in my head!”
Coding and ProductionWordsTone of voiceBody language, gestures and
actionsTiming, spaces and silenceClothesThe venue
Production and ReceptionWhat was said and what was
heardCan you be heard?Can you be seen?External noiseFailing to receiveAttunement and synchronicity
DecodingReverse engineeringWhy did they say that?What you meant, what they think
you meantExpect to be misunderstood
Decoding and internal noiseHow do we know what others
mean?Perceptual filtersInternal working modelsMutual model buildingReflecting, paraphrasing and
summarising
Intentions, coding and production
The Liverbirds 1970’s situation comedy
Opening credits
Him - Yeh dancing? (Are you dancing?)
Her - Yeh asking? (Are you asking me?)
Him – I’m askingHer – I’m dancing
Intentions, coding and production
Him Her
Intention – I fancy her and want to get to know her.
Coding and production – Yeh dancing?
Him – reception – She asked if I was asking.
Decoding – She must think I’m alright, time to risk a bit more.
Coding and production – I’m asking
Reception – He asked if I was dancing?
Decoding – He possibly likes me
Intention – I need to check if he was serious.
Coding and production – Yeh asking?