Page 1 of 3

Introduction

Effective communication skills are crucial in gathering information from service users and carers. Professionals use this information as part of assessment and planning and for interventions and reviews. The most obvious and immediate way of finding out information from service users, carers and other professionals may be through asking questions, such as:

  • What kind of assistance do you need with your daily care?
  • How often does this happen?
  • What kind of information do you need from me?

Page 2 of 3

Introduction

However, workers do not always get the information they need from questioning. They might discover that the service user or carer does not reply at all, or gives only a very limited response or even false information.

Also, their questions may provoke strong feelings such as anger, fear or distress. This may happen in reaction to what they are saying, but it may also be more about the situation or interpersonal dynamics. As a result, the worker might not find out what they need to know.

Page 3 of 3

Introduction

Consequently, professionals often need to use additional or alternative ways of gathering information in order to get the fullest picture of a situation.

This learning resource will explore the importance of good listening and observation skills as information gathering tools alongside effective questioning. It will also consider creative ways of encouraging people to communicate more of their experiences, views and feelings in their own terms.

These approaches may feel less intrusive, demanding or threatening for service users and carers and/or may clarify the situation by confirming or contradicting what is being said.