Effective interpersonal communication is important in the case management profession. Interpersonal communication is especially important when communicating with the client. The case manager's ability to communicate and interact effectively with the client is a necessary skill for success. Good interpersonal communication skills are a necessity when working with special populations as well as with people who have different diverse backgrounds. Without these skills, a problem larger than the one originally stated can be created. Effective communication will help to build trust and rapport with clients as well as other organization the case manager may work with.
The climate for service to clients needs to be of optimum importance in the very first interview that takes place. This climate needs to have productive communication and relationships in order to be a success. In the beginning, or engagement stage, the case worker strives to develop a trust with the client through acceptance and understanding.
The message that is given is "I care about you", and the client is more apt to open up his or her feelings to the practitioner. Listening reflectively shows thoughtful concern to the client. If the worker is organized and focuses his or her actions on the purpose of the meeting, the client is more apt to feel the clinician is competent (Rothman & Sager, 1998).
Clients often have negative feelings about asking for help in the initial intake interview and may not have realistic expectations. Since the American culture places such a value on independence, clients may be embarrassed or discouraged about their situation and need for services. Clients can also be confused about what is expected of them so the worker must carefully negotiate and clearly define the roles during this initial interview. Through role clarification, at this stage, will reduce the risk of the...