Page 1 of 3

Introduction

When social workers and service users meet they often have different aims and expectations. Therefore it is important that the social worker develops an agreed agenda with the service user and identifies and responds appropriately to the service user's need for information.

This process can be broken down into four related tasks:

  • planning and preparation
  • establishing and agreeing purpose
  • providing information
  • explaining

Page 2 of 3

Introduction

Planning and preparation and establishing and agreeing purpose are tasks that are closely linked. They involve:

  • Being clear about what we are communicating and why, so we can communicate clearly.
  • Identifying the aims and expectations of the person we are communicating with. These may be very different from ours.
  • Developing an agreed agenda, which includes the other person's concerns, as a basis for problem solving and empowering practice.

Page 3 of 3

Introduction

Providing information and explaining are also essential for problem solving. We may ask:

  • What information will help this person to tackle the problems in hand?
  • When and in what format is it best provided?
  • How can I explain this information so that the person understands it?

Explaining has been defined as 'an attempt to provide understanding of a problem to others' (Brown & Atkins, 1997). It is a skillful process which is often taken for granted.