Page 1 of 4

Introduction

If we reflect for a moment on our own daily lives with families, friends and colleagues it is probably easy to think of lots of times that something has got in the way of open and clear communication between us.

Particularly when important or sensitive issues are under discussion, something may not have been clearly conveyed or properly understood.

In certain circumstances one person might feel compelled to hide information from the other or even lie. Misunderstandings and angry or hurt feelings may be just some of the effects of these.

Page 2 of 4

Introduction

If we try to analyse what happened on those occasions it may be possible to identify that there have been certain kinds of barriers to our communication with others, e.g.

  • "I didn't want to tell her that in case she was disappointed in me"

Here, the feelings about the reactions of another stopped the person from being open and honest.

  • "I started trying to explain but he got really angry and then I got in a muddle so I don't think I put it across properly"

In this example, fear got in the way of a clear explanation

  • "I don't think she understood my accent and she wrote the wrong train time down for me"

Different languages and accents which aren't familiar can lead to misunderstandings.

Page 3 of 4

Introduction

Such barriers are as prevalent in social work as they are in our own lives, leading to people mishearing or misunderstanding each other. Information can become skewed and people may become angry or frightened. This can lead to trust breaking down and people may stop communicating at all. Those who are vulnerable may be placed at risk as a result.

Here are some examples of occasions where barriers have led to miscommunication. Review the conversation between each pair and see if you can identify what some of the barriers were in each case. Click the 'barriers' button for each to see our thoughts.

Introduction

Pair 1

Steve - social worker

When I tried to ask her what her dad did, she just said nothing and looked at the floor. I don't think she wants me to know or do anything. Perhaps she wants to protect him. I didn't want to pressure her by keeping on asking so I changed the subject.

Chelsea - 13 year old girl

It was awful - he just came out with all these really personal questions, about stuff I've never told anyone. I was so embarrassed. I was trying to think of what to say then he kind of sighed and moved on. It was like he had given up on me. Maybe he didn't really want to hear cos then he would have had to have done something.

Introduction

Barriers between Pair 1

Role and task:

Steve's role was an investigative one which meant he had to ask intrusive questions Chelsea didn't like in order to try to protect her.

Emotional and psychological issues:

Chelsea was very distressed about her abuse and felt embarrassed and ashamed about talking.

Interpersonal dynamics:

There was a misunderstanding of what behaviour meant. Steve stopped asking in order to be sensitive but Chelsea thought it was because he wasn't interested or didn't want to have to do anything.

Introduction

Pair 2

Brenda - social worker

We'd had several referrals from the police saying they'd been called out to the family home by neighbours reporting really violent rows. They've got 2 young kids so we were really concerned. I wanted to be supportive to Sandi, the mum, so I wrote saying I wanted to visit her to see if we could support her with the violence she seemed to be experiencing. But when I got there she didn't seem interested in any help, she was quite rude really, so in the end I had to say I'd be talking to my manager about whether it would go into child protection procedures if she didn't want to sort things out through Family Support.

Sandi - social user

Well that was a complete waste of time. Didn't she possibly think that if she wrote to me that he might see the letter and know she was coming? I got a right hiding for that. When she came he was hiding in the next room and listening. I was hardly going to say 'Oh yes, I'm having problems with my husband' with him there, was I? And now I'll get the social down on me like a ton of bricks and that'll make him even worse.

Introduction

Barriers between Pair 2

Territory/environment:

Brenda has not recognized that home is not a safe place for Sandi to talk about the violence as her abusive partner is there and that even letters sent there to Sandi are unsafe for her.

Power dynamics:

Brenda seems unaware how Sandi's partner's abuse and control leaves her feeling powerless to manage the situation differently.

Professional identity:

Rather than being appropriately authoritative, Brenda seems to have retreated into an authoritarian stance, invoking child protection procedures in a punitive way because she hasn't understood Sandi's difficulties.

Page 4 of 4

Introduction

Those were just some of the things that can go wrong in social work situations when barriers to communication are not properly understood or dealt with.

This learning object will help you learn more about the different kinds of barriers to communication which might arise in professional practice and the kinds of difficulties and miscommunications they can cause. We will consider some of the reasons why they might arise and explore ways of working to minimise these barriers and their effects.