1 7 Chapter 7 national casa independent study manual Communicating as a CASA/GAL Volunteer
3 Chapter 7 Communicating as a CASA/GAL Volunteer Contents Chapter Overview... V7- Developing Communication Skills.... V7- Communicating with Children... V7- Dealing with Conflict... V7- Understanding Confidentiality... V7-0 Looking Ahead.... V7-6 Parking Lot... V7-9
4 Chapter 7 Communicating as a CASA/GAL Volunteer OVERVIEW getting in gear Resource Materials Exploration Look at the Chapter 7 Web Resources or the Chapter 7 Resource Materials. Pick at least one website or article to explore, and share what you learn at the debriefing session for this chapter. Community Resources Continue to gather information regarding the community resource you selected. Goal In this chapter, I will practice communication skills that will help me interview and observe children, deal with conflict, and work collaboratively with others on a case. I will increase my understanding of confidentiality and privacy issues as they relate to building a trusting relationship with the children and families I will encounter in my CASA/GAL volunteer work. Objectives By the end of this chapter, I will be able to... Name the basic elements of effective communication Recognize that communication patterns differ across cultures Observe children and establish rapport and trust Identify different styles of dealing with conflict Practice a collaborative approach in my work as a CASA/GAL volunteer Apply the rules of confidentiality V7- Communicating as a CASA/GAL Volunteer
5 TIPS This chapter focuses on communicating effectively and establishing positive relationships with children, parents, and professionals involved in a case. In your future work as a CASA/GAL volunteer, your relationships with others on a case will reflect on the CASA/GAL program as a whole. In this chapter, you will learn communication skills that are essential to your role, such as how to collaborate and how to deal with conflict. SUPPLEMENTAL MATERIALS HANDOUTS (provided by facilitator) State or local brochure about the role of the CASA/GAL volunteer, if available (for Activity 7C) Local confidentiality laws/rules (for Activity 7J) AUDIO PRESENTATIONS (access on Nonverbal communication across cultures (for Activity 7B) Conflict management styles (for Activity 7G) VIDEO PRESENTATIONS (access on Powerful Voices: Stories by Foster Youth : José L. s story (for Activity 7F) DEBRIEFING SESSION As you work through this chapter, complete all the activities and answer all the questions in the space provided. Be prepared to share your responses at the debriefing session for this chapter. PARKING LOT At the end of this chapter you will find a page designated as the Parking Lot. Find and bookmark this page now, and use it throughout the chapter to note any questions, ideas, or concerns that you wish to discuss with the facilitator. National CASA Independent Study Manual V7-
6 Developing Communication Skills Respect can be defined as esteem or admiration. Credible can be defined as being believable or reliable. You will come into contact with many people during your investigation and monitoring of a child s case. Relationships characterized by respect and credibility will assist you in doing your job. Respect is earned as others on the case see your commitment to the child and to your role as a CASA/GAL volunteer. Credibility is established when you do what you say you will do in a timely manner, when you make recommendations built on well-researched and independently verified information, and when you maintain your proper role as the child s advocate. Effective communication is critical to your ability to advocate for children. Good communication requires: Self-awareness Sensitivity Skills Understanding the basic elements of communication can increase your skills in gathering the information you need to successfully advocate for a child. Activity 7A: Ways People Communicate Part : Read the list below of ways people communicate. Think about which of these methods of communication are your strengths and which of them you need to work on. Put a check in the appropriate column for each form of communication. Ways People Communicate Strength Needs Work Speaking Writing Listening Eye contact Body language (posture and space) Tone of voice Silence Sign language Facial expression Volume of speech Rate of speech Answer the following question: What is one strategy I can use to communicate more effectively, build on my strengths, and improve in areas that challenge me? V7- Communicating as a CASA/GAL Volunteer
7 Part : Read the following information about the basics of communication and underline the key points. If you have questions, write them in the Parking Lot. The Basics of Communication Communication is a two-way street. It is defined as an interchange or an exchange of thoughts and ideas. Often the message a person intends to send is not the message that is received. What is said can be interpreted differently depending on the nonverbal cues that accompany the words. Communication experts suggest that words and their dictionary meanings are only one-third of any speaker s message. Communication has three components:. Verbal: The verbal component refers to the actual words spoken, the elements we traditionally think of as language and refer to as communication.. Nonverbal: The nonverbal component refers to gestures, body movements, tone of voice, and other unspoken means of conveying a message. The nonverbal code can be easily misread.. Feelings: This component refers to the feelings that are experienced in the course of an interaction. While the verbal and nonverbal components can be directly observed, the feelings component is not easy to observe. Ideally, these three components match that is, there is no conflict between what people say, what they convey through body language, and what they feel. Sometimes, however, people send mixed messages. Whenever there is a discrepancy between the verbal, the nonverbal, and the feelings components of a message, the receiver of the message will tend to believe the nonverbal. Given all the variables involved, it is easy to see why misunderstandings occur between people. As a CASA/GAL volunteer, you will communicate with children, their families, caseworkers, and others involved in a case. It is important that you understand how to convey your message consistently using all three components of communication verbal, nonverbal, and feelings. It is also essential that you learn to observe whether people s verbal and nonverbal messages match or are congruent. It is important to hear the silent messages. Listening for meaning requires three sets of ears one set for receiving the message that is spoken, one for receiving the message that is conveyed silently, and one for receiving the feelings of the sender. Adapted from Learning to Listen to Trainees, Ron Zemke, and Learn to Read Nonverbal Trainee Messages, Charles R. McConnell. Learn More! For more information about strategies for effective communication, see the Chapter 7 Resource Materials. 7 National CASA Independent Study Manual V7-5
8 Activity 7B: Cross-Cultural Communication Listen to the online audio presentation about nonverbal communication across cultures. If you do not have access to a computer with a high-speed Internet connection, read the information below. Then consider the chart describing the cultural meanings of different types of nonverbal communication, including postures, expressions, and body movements. In pairs, list three ways you communicate nonverbally that could be misinterpreted by a person from a different culture or could make a person from a different culture uncomfortable.... Nonverbal Communication Across Cultures When dealing with families from different cultures, it is important to keep in mind that the meaning of an action may differ with the culture. There are few, if any, nonverbal signals that consistently have the same meaning. Nonverbal communication incorporates cultural norms and actual body language. For example, the use of eye contact can convey different messages depending on a person s culture. In some cultures, a person who makes direct and sustained eye contact is perceived as honest and forthright, while in other cultures this same behavior would be perceived as rude and disrespectful. As a CASA/GAL volunteer, you must learn to communicate with families and children within the terms of their culture and language to treat families as the families would like to be treated, not as you would like to be treated. V7-6 Communicating as a CASA/GAL Volunteer
9 Pat the head of someone; tousle someone s hair Nonverbal Communication Head & Face A friendly gesture To insult or degrade someone Western countries Nod the head up and down To indicate yes Most countries To indicate no Thailand, Burma, Fiji, Indonesia, Singapore Iran and most of Greece, India and Bangladesh Shake the head side to side To indicate yes Bulgaria, Serbia, Turkey, Sri Lanka Tap the forehead near the temple Rotate the index finger against the temple or pulse points To indicate that someone is very intelligent, or has a lot of common sense I m thinking about it and Leave it to me He/she is crazy! A screw is loose! Western Europe; English-speaking countries South America; English-speaking countries Bulgaria; English-speaking countries Tap the middle of one s forehead He/she is crazy! Holland, South Africa, parts of Indonesia 7 mouth Stick out the tongue To mock or deride someone English-speaking countries An involuntary sign of concentration To greet a friend Universal Tibet Giggle Amusement Universal Embarrassment; women often cover their mouths with the hand or a piece of clothing when they giggle Cover the mouth with the hand To politely cover a yawn Widespread Because it is rude to display an open mouth; for example, cover the mouth when laughing or using a toothpick Eat in the street Vulgar France, Poland China, Taiwan, Japan, Hong Kong, Malaysia, India, Bangladesh, Tibet, Nepal, Philippines, Singapore, Pakistan Women in China, Japan, Indonesia, Thailand, Korea, Burma Use fingers to eat Unnecessary, vulgar France, Japan, Bolivia eyes Stare at someone Rude behavior Australia, Britain, Ireland, New Zealand, Thailand, Japan, Korea, Western Europe, North America, Zimbabwe The only way to find out something China, Taiwan, Pakistan, Saudi Arabia National CASA Independent Study Manual V7-7
10 Avoid eye contact As a general practice Africa, Caribbean Wink Remove sunglasses when entering a home or if speaking to someone As a gesture of respect or deference By women in order to avoid a suggestion of romantic interest, if men are present Embarrassment I m in the know and We share a secret Impolite gesture Flirtatious signal I m not serious, I m kidding Because it is impolite to look at someone with dark eyes Britain, North America, Japan, South Africa, Ghana Zambia, Colombia, Mali, Turkey and Muslim countries England North America, Ireland, Australia, New Zealand, Western Europe Hong Kong Western countries North America, Australia, Britain Indonesia, South Korea, Japan nose Wrinkle the nose If there is a bad smell Western countries Expression of disgust Western countries Thumb the nose To insult, mock, or jeer at another Nearly universal Pinch the nose If there is a bad smell Nearly universal Push the nose up with the index and middle finger If a scheme, project, or product is seen as a failure An insulting gesture It s so easy that I can do it with my fingers stuck up my nose North America, Britain, Australia, New Zealand Tunisia France Blow the nose To clear it Widespread Only in private, never in public because it s considered rude Never at the dinner table because it is rude Korea, Japan Malaysia Tug or squeeze at one s own earlobe Make circular motions around the ear with the index finger ears Apologize to superiors for an error; for example, breaking a glass object Submission; for example, younger brother to older brother As self-punishment for a misdemeanor; for example, a child speaks out of turn in the school classroom To express appreciation To signal that someone or something is crazy or stupid To signal to someone You re wanted on the telephone India India India Brazil North America South America, Holland, South Africa Adapted from The Naked Face, Lailan Young, New York: St. Martin s, 99. V7-8 Communicating as a CASA/GAL Volunteer
11 Language & Cross-Cultural Communication Culture and language are very closely related. As a CASA/GAL volunteer, you will need to interact effectively with people who speak English but have different cultural backgrounds from yours. You may also need to communicate with families who speak limited English or none at all. Whether you speak the same language as the child and his/her family or must use a translator, it is important that you use plain language without professional jargon. Speaking a language different from the mainstream has a strong effect on family and individual development. Language is a powerful vehicle for communicating culture. It can be the glue that holds a cultural group together, and at the same time it can be a barrier to gaining access to needed resources such as education or jobs. Many immigrants eager for citizenship and full acceptance strive to acquire English while maintaining their own language. Language also influences a family s connections with the larger community, as those who do not speak English often feel isolated and excluded from the community. If children are the first to learn English, as often happens in immigrant families, the balance of power can shift as parents and grandparents rely on children to translate and interpret information from agencies and others in the community. Immigrant families want to improve their quality of life; it is often their main reason for moving to the United States. They want their children to have a better life. They know that to attain this dream, their children need to learn English. Yet, maintaining their native or home language while learning English can benefit all involved. Adapted from Empowerment Skills for Family Workers, Christiann Dean, Cornell Empowering Families Project, August 996. Used with permission. 7 National CASA Independent Study Manual V7-9
12 Activity 7C: Introducing Yourself as a CASA/GAL Volunteer Part : One of the first tests of your communication skills as a CASA/GAL volunteer will occur when you introduce yourself and describe your role. If your state or local program has a brochure about the role of the CASA/GAL volunteer, the facilitator will provide you with a copy of it. Here is one example of what you might say to introduce yourself to a family: Hello, I m a Court Appointed Special Advocate (or guardian ad litem). I m a volunteer appointed by a judge to gather information by interviewing the child and surrounding adults. I will provide objective written reports to the court about the child s best interests. Using what you ve learned about communication so far in this unit, write what you would say to introduce yourselves to... Kathy Price. Ben Harris. Robert Price s teacher. V7-0 Communicating as a CASA/GAL Volunteer
13 Part : Using what you wrote in Part, practice introducing yourself as a CASA/GAL volunteer. Ask a friend, family member, or staff member at the CASA/GAL program office to assist you in this activity. Think about what you would like to convey and how best to convey it. Keep in mind the strategy you identified in Activity 7A. Consider tone of voice, posture, language, etc. After you have practiced introducing yourself, ask the person helping you to answer the following questions: Do you understand what a CASA/GAL volunteer does? Please explain below. 7 What did this potential volunteer do well during his/her introduction? What could this potential volunteer do differently? National CASA Independent Study Manual V7-
14 A Kid s Guide to CASA What Is CASA? Is CASA something I can carry around in my pocket? Is CASA the Spanish word for house? Well, yes, casa does mean house in Spanish, but that s not the kind of CASA we are talking about. CASA stands for: Court Appointed Special Advocate. A CASA volunteer is someone who tells the judge in court what he or she feels is best for a child. CASA volunteers do not get paid for doing this. They offer their time to help children who have been abused or neglected. What s a judge got to do with me? Sometimes families need help to make sure their home is a safe place for children. A social worker s job is to help these families, and sometimes a judge has to decide things like where the children should live and what kind of help the family needs. CASA volunteers help judges decide what is best for these children. How does a CASA volunteer know what s best for me? A CASA volunteer learns all about what is happening in a child s life by talking to people who know the child teachers, doctors, family members, foster parents, and counselors, for example. But most important of all, the CASA volunteer talks to and visits the child. Then the CASA volunteer tells the judge what he or she has learned and what the CASA volunteer thinks should happen. A child talks about her CASA volunteer... My CASA volunteer would visit and phone me often to make sure I was okay. She made sure all my needs were being met. Like the times I struggled emotionally, she made sure I got counseling. Like the time I hated being placed in a group home, she went to bat for me and helped me get into a foster home. I had a lot of social workers and was placed in lots of homes, but my CASA volunteer never changed. My CASA volunteer s name is I can contact my CASA volunteer at Adapted from a brochure created by Alaska CASA. Used with permission. V7- Communicating as a CASA/GAL Volunteer
15 Activity 7D: Observing Children Part : Look at the photos of children on the following pages. What fact-based observations can you make about how each child might be feeling? Describing that a child is hanging his head down and has tears streaming down his face is a factbased observation. This is much different from simply saying that a child is sad today. When you write a court report, you will be reporting your observations (the former) rather than your interpretations of what you observe (the latter). Record the behaviors and expressions that you believe indicate how each child is feeling. Communicating with Children 7 Child : C h i l d : Child : Child : Child 5: Child 6: Child 7: National CASA Independent Study Manual V7-
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20 Part : Read the section Considerations for Observations, and answer the following questions: In addition to observing behaviors and expressions, what other ways can you learn about what children are feeling? How do these ways differ from the ways you learn about what adults are thinking and feeling? How might your observations be influenced by your assumptions? Considerations for Observations Knowledge about communication is important to the specific ways you will gather information from children. Some children can talk about their situations and their wishes, but other children do not have verbal and developmental skills sufficient to express their needs and wishes. Because the verbal skills of children vary, fact-based observations about a child are a vital part of your investigation and court report as a CASA/GAL volunteer. Because it is impossible to observe everything a child does, it is important to think about what specific information you want to know about the child while trying to keep your mind open to unexpected information. Reading over the following questions several times before you begin observing a child will help you remember what to look for. V7-8 Communicating as a CASA/GAL Volunteer
21 . What is the specific situation in which the child is operating? What other activities are going on? What are the general expectations of the group at the moment and what is the general atmosphere of the room calm, noisy, boisterous, quiet?. What is the child s approach to materials and activities? Is the child slow in getting started or does he/she plunge right in? Does the child use materials in the usual way or does he/she use them in different ways, exploring them for the possibilities they offer?. How interested is the child in what he/she is doing? Does the child seem intent on what he/she is doing or does the child seem more interested in what others are doing? How long is his/her concentration span? How often does he/she shift activities?. How much energy does the child use? Does the child work at a fairly even pace or does he/she work in spurts of activity? Does the child use a great deal of energy in manipulating the materials, in body movements, or in talking? 5. What are the child s body movements like? Does the child s body seem tense or relaxed? Are movements jerky, uncertain, or poorly coordinated? 6. What does the child say? Does the child talk, sing, hum, or use nonsense words while he/she works? Does the child use sentences or single words? Does the child communicate with others using words or gestures? 7. What is the child s affect (visual emotions)? What are the child s facial expressions like? Does he/she appear frustrated? Happy? 8. How does the child get along with other children? Does the child play alone, with only certain children, or with a variety of children? Is the child willing or unwilling to share toys? Does the child always initiate or always follow along with group ideas? 9. What kinds of changes are there from the beginning to the end of an activity? Does the child s mood change during that period? 0. What is the child s relationship with you?. What is the child s relationship with others: parents, caseworker, attorney, foster parents, etc.?. What seems different or troubling about this child as compared with other children of the same age?. Are there issues that you think should be checked out by a professional (vision, hearing, dental health, cognitive development, physical development, psychological development, etc.)? Adapted from Assessing a Child s Welfare, Eunice Snyder, ACSW, and Keetjie Ramo, ACSW, School of Social Work, Eastern Washington University, National CASA Independent Study Manual V7-9
22 Activity 7E: Establishing Rapport & Trust with Children Read the following information on establishing rapport and trust with children. Name three concrete things you can do to establish rapport and trust with the children you will encounter as a CASA/GAL volunteer... Rapport can be defined as a relationship, especially one of mutual trust or understanding. Trust can be defined as confident expectation, or belief in another person s integrity.. Establishing Rapport & Trust A relationship characterized by rapport and trust... Should be built on a sincere interest in the child as a person as well as the child s well-being Takes time and energy Involves actively listening to the child s words and observing his/her nonverbal cues Needs regular nurturing Requires honesty in all communication with the child Is developed for the benefit of the child, not the adult The children for whom CASA/GAL volunteers advocate have been traumatized by the abuse or neglect that brought them to the attention of the child protective services system and by all of the life changes that have occurred as a result of agency intervention. As a CASA/GAL volunteer, you are likely to be one more new person in a long line of new people in the child s life. In order to be an effective advocate, you must perform a thorough independent investigation of a child s situation and best interests (not the allegations that brought the child into care). In the course of that investigation, you will meet and talk with the child, the child s family, the child s extended family and neighbors, and the professionals who are working with the child and his/her family. Developing rapport and trust with the child is one of your most important responsibilities. It is the foundation of your relationship with the child. Respecting privacy is critical to establishing a trusting relationship. You can assess what the child needs and what the child wants only if you have established a relationship that allows the child to honestly share his/her feelings. V7-0 Communicating as a CASA/GAL Volunteer
23 Activity 7F: José L. s Story Watch the online video presentation of José L. s story from Powerful Voices: Stories by Foster Youth, and answer the questions below. If you do not have access to a computer with a high-speed Internet connection, you will watch and discuss this video at the debriefing session for this chapter. How did José L. s CASA/GAL volunteer break his trust? What could she have done differently? CASA/GAL volunteers should know that the children have been hurt. So even if you get a cold shoulder, just understand that they don t know who to trust. Don t think they are bad, it is just a security wall. Words spoken by a 6-year-old about the CASA/GAL volunteer relationship with a child. 7 If José L. s CASA/GAL volunteer did not believe it was in his best interests to see his mother, what could she have done? What is your CASA/GAL program s policy about purchasing items for a child? National CASA Independent Study Manual V7-
24 Dealing with Conflict Conflict can be defined as the perception that desired outcomes are mutually exclusive. As a CASA/GAL volunteer, you will be gathering information from various sources in order to form your recommendations on behalf of the child you represent. It is inevitable that these various sources will hold different points of view and, in some cases, will come in conflict with you or with each other. Many of us are wary of conflict. It may stir up uncomfortable feelings and negative associations. Our past experience with conflict may lead us to believe that it is destructive. We may try to avoid it, or we may feel inadequate to the task of addressing and resolving it. But conflict is a natural part of life, and it can be a positive and constructive force. It can clear the air, help us articulate our point of view, and help to define a problem in a way that ignoring it never can. What follows is some information about how to manage conflict that may help remove some of its negative associations and help us see its positive aspects. Whether we are aware of it or not, we all have a preferred style of handling conflict. We most likely learned it from our family, and we keep at it because it feels like part of who we are. It s a familiar response that we do not often examine. But, as you will see, each of the conflict styles described below is available to all of us. Think of them as tools in a toolbox. Just as different jobs call for different tools, so different situations call for different conflict management styles. Activity 7G: Conflict Management Styles Part : Listen to the online audio presentation about conflict management styles. If you do not have access to a computer with a high-speed Internet connection, read the information below. Think about which style you use the most, which you use the least, which you like the most, and which you are the least comfortable using. Write down any questions in the Parking Lot. Directing Conflict Management Styles The following framework, developed by Kenneth Thomas and Ralph Kilmann to describe conflict management styles, is used extensively in business and educational programs. A person s style in dealing with a particular conflict depends on the importance of the task or topic at hand and the importance of the relationship between the two parties in conflict. Directing What I say goes or This is not negotiable You are confident that you know the best way, so you don t bargain or give in. You may feel that you need to stand up for what you believe is right. You may also feel you need to pursue your concerns rather than the other person s concerns. Potential Uses: When immediate action is needed When safety is a concern When you believe you are right V7- Communicating as a CASA/GAL Volunteer
25 Potential Limitations: Intimidates people and can force them to react against your position Does not allow others to participate in the decision-making process Avoiding Don t make waves or This isn t worth the bother You don t address conflict because you are attempting to be diplomatic or because you want to address it at another time. Potential Uses: When confrontation is too damaging When a cooldown period might be helpful When you want to buy time to prepare When you believe the situation will resolve itself in time Potential Limitations: Important issues might not get addressed The conflict might escalate or return later Accommodating It doesn t matter to me You yield to the other person s point of view for the sake of a positive relationship. You may give in for now but expect to get your way another time when the matter is more important to you. Potential Uses: When the relationship is more important than the issue When you want to keep the peace and maintain harmony When the outcome is more important to the other person than it is to you Potential Limitations: If used too often, your needs don t get met Compromising Let s split the difference or Half a loaf is better than none You seek a middle ground that everyone can agree on. Each party must give up something to reach an agreement that each can live with. Compromising is often quick and easy, and most people know how to do it. Potential Uses: When parties of equal strength have mutually exclusive goals When all else fails Potential Limitations: May avoid discussion of real issues Everyone may walk away dissatisfied Avoiding Accommodating Compromising 7 National CASA Independent Study Manual V7-
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Dale C. Godby, Ph.D., ABPP, CGP 6330 LBJ Suite 150 Dallas, Texas 75240 972-233-0648 Problems in love and work, as well as troubling symptoms like depression and anxiety, often lead people to seek therapy.
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