Working with People

NOTES: Every Chapter includes
- Learning Goals
- Chapter Summary
- Questions of Analysis
- Recommended Readings
- Internet Resources
PART ONE: FRAMING THE RELATIONSHIP
1. Working Towards Change
Beginning Practice
Experiences of Adversity
Why Do We Provide Human Services?
Who Is Involved in Human Service Work?
Values in the Relationship
Five Core Practice Values
How Do Human Service Workers Influence Change?
2. Understanding Communication and Change
Understanding Communication
Verbal Communication Processes
The Use of Silence
Non-Verbal Communication Processes
Individual and Collective Communication Processes
Communication for Survival
Communication as Healing or Therapeutic
Communication as Power
3. Diversity in Communication
The Influences on Our Listening
Theoretical Knowledge
Factual Knowledge
Anti-oppressive Practice [NEW]
PART TWO: BASIC SKILLS: FORMING THE RELATIONSHIP
4. Preparing for Practice
Why the 'Use of Self' Is an Important Concept for Workers
Your Use of Self in Context
Community-Based Practice
The Purpose of Your Agency
5. Sustaining Your Self in Practice
Self-Care and Professional Development
Critical Self-Reflection
Supervision and Other Supports
Debriefing
6. Establishing a Good Working Relationship
Preparing to Meet
Making Initial Contact
Engagement
Confidentiality
Using Self-disclosure
PART THREE: BASIC SKILLS: FOCUSING THE COMMUNICATION
7. Establishing the Story
The Task of Establishing the Client's Story
What Questions Will I Ask?
Additional Verbal Skills
Do's and Don'ts in Questioning [NEW]
Group Activity [NEW]
8. Paraphrasing and Summarizing
Building the Dimensions of People's Experiences
Reflecting Skills
Summarizing Skills
Group Activity [NEW]
Individual Exercise [NEW]
Partner Practice [NEW]
9. Forming an Assessment-Setting the Agenda
Understanding Different Types of Assessments [NEW]
Formal Assessments [NEW]
Who Is the Assessment For?
Challenges in the Assessment Process
What Assessment Frameworks Are Used?
A Multi-dimensional Assessment Framework
What Interventions Are Used?
How Do We Set the Goals for the Work?
Group Activity [NEW]
10. Assessing Risk Situations
Working with Conflict
Threatening Behaviour
Risk and Confidentiality
Group Activity [NEW]
PART FOUR: APPLYING THE SKILLS: FOCUSING THE INTERVENTION
11. Task-Centred and Crisis-Intervention Skills
Task-Centred and Crisis-Intervention Approaches [NEW]
Core Skills of Task-Centred Practice
Core Skills of Crisis-Intervention Practice
Strengths and Limitations of Task-Centred and Crisis-Intervention Skills
Individual Exercise [NEW]
Group Activity [NEW]
Partner Practice [NEW]
12. Psychodynamic and Cognitive Behavioural Skills
Psychodynamic Theories
Core Skills of Psychodynamic Practice
Cognitive Behavioural Theories
Core Skills of Cognitive Behavioural Practice
Cognitive Behavioural Assessment
Strengths and Limitations of Psychodynamic and CBT Skills
Partner Practice [NEW]
13. Narrative and Solution-Focused Skills
Narrative and Solution-Focused Theories
Core Skills of Solution-Focused Practice
Strengths and Limitations of Narrative Skills
Group Activity [NEW]
Partner Practice [NEW]
14. Feminist and Critical Theory Skills
Feminist Theories
Core Skills of Feminist and Critical Practice
Strengths and Limitations of Feminist and Critical Skills
Group Activity [NEW]
PART FIVE: FINISHING THE WORK
15. Finishing Work with Clients
Thinking about Finishing the Work
The Tasks of Finishing the Work
Providing Follow-Up and Keeping the Door Open
Strengths, Optimism, and Communication
Group Activity [NEW]
Partner Practice [NEW]
Appendix 1: Further Resources
Appendix 2: Practice Exercises [NEW]
Glossary
Bibliography
Index

Instructor's Manual (NEW):
For each chapter:
· 4-7 learning goals
· Chapter overview
· 2-3 scenarios, role play, and situational environments for classroom use
· Instructor feedback form for activities and role play scenarios (printable PDF handout)
· Student self-assessment forms for activities and role play scenarios (printable PDF handout)
· 3-5 suggested assignments
· 5-8 teaching aids
Test Bank:
For each chapter:
· 15 multiple choice questions (5-7 new)
· 10 true-or-false questions
· 5 short answer questions
· Answer key with page references
PowerPoint Slides (NEW):
For each chapter:
· 20-25 slides
· Slides will incorporate visuals from the book (figures, tables, photos)
E-Book ISBN 9780199029907

Louise Harms is an associate professor and deputy head of the Department of Social Work at the University of Melbourne.

Joanna Pierce is an associate professor and field education director at the University of Northern British Columbia's School of Social Work. She has lived in northern BC for the past 18 years and has focused her social work practice around remote community practice issues, and conducting research in the area of cross-cultural communications. Joanna's research interests include aging, community development, and the above mentioned cross-cultural communication research. She is the recipient of a Premier's Innovation Award for her research.

In addition to her faculty role, Joanna maintains a clinical mental health case load, believing current practice is important to the development of educational courses. This practice consists of clinical supports for Employee and Family Assistance Program Services, and rural-remote community mental health. Joanna has worked extensively with First Nations communities in the areas of community development and mental health provision.

Canadian Social Policy for Social Workers - Edited by Robert Harding and Daphne Jeyapal
Anti-Oppressive Social Work - Gary C. Dumbrill and June Ying Yee
The New Structural Social Work: Ideology, Theory, and Practice - Bob Mullaly and Marilyn Dupré
Challenging Oppression and Confronting Privilege - Bob Mullaly and Juliana West
Making Sense in the Social Sciences - Margot Northey, Lorne Tepperman and Patrizia Albanese
Working with Immigrants and Refugees - Edited by Miu Chung Yan and Uzo Anucha
Social Policy in Canada - Ernie Lightman and Naomi Lightman
Social Work Ethics - Elaine Spencer, Duane Massing and Jim Gough
Diversity and Social Work in Canada - Edited by Alean Al-Krenawi, John R. Graham and Nazim Habibov
Connecting Policy to Practice in the Human Services - Brad McKenzie and The late Brian Wharf
Skills for Human Service Practice - Agi O'Hara, Zita Weber and Kathy Levine

Special Features

• Canadian research and examples throughout provide students with a relevant and relatable backdrop for developing the communication skills they need to succeed in human services practice within Canada's multicultural society.
• Comprehensive coverage - including cross-cultural practice, work with Indigenous and northern communities, and work with diverse populations - offers students an accessible, in-depth treatment of the discipline.
• Practice-based approach encourages students to apply theoretical concepts in order to build the practical communication skills they need when working in the field.
• Updated Focus on Practice case studies draw on engaging, real-life cases to demonstrate how experienced practitioners work through difficult scenarios.
• Approachable writing style and tone makes the material easy to grasp for students.
• Skill-building pedagogy - including learning objectives, reflective practice questions, bolded key terms, a glossary, marginal cross-references, and analysis questions - help students develop reflective and practical skills.

New to this Edition

• Increased Canadian content focused on diversity in practice - featuring research and examples on Indigenous communities, anti-oppressive practices, and cross-cultural communication.
• Expanded skills-based chapters offer greater coverage of skills development and application, and include new applied pedagogical features such as group activities, individual exercises, and partner practice activities. (Chs. 7 - 15)
• New content on key communication skills, including strategies for giving feedback to clients, having difficult conversations, reflecting feelings, and helping clients manage emotion.
• New skills-focused appendix - complete with assessment forms, a sample consent form, practice exercises, and resources for the field - offers instructors new resources to create class activities and assignments.