Tackling volatile substance abuse in Scotland
a training course for the social care workforce

Course content: Communication

Encouraging a positive approach

You can encourage a positive approach by:

Being available and accessible

Try to ensure that young people know how to contact you.

Good listening skills

Listening skills involve allowing the person to talk without ‘butting in’ or cutting them off in mid-flow. Listening without trivialising or being dismissive of issues raise is a skill and it requires practice. It can also be a skill to understand people who talk in a different way than you are used to. Paraphrasing or providing helpful responses is a useful skill. Repeating back the meaning of what you are being told shows that you are listening. There may be clues in a conversation that a topic is being avoided, perhaps there is something too painful to talk about, or the individual may lack the trust to communicate it. Body language is also a strong indicator about how people are feeling. It helps to be accepting that the young person may deny or tell lies about their situation and responding to these with reflection rather than confrontation.

Understanding of their perspective

To understand their perspective you need to show an interest in what they like and do. The aim is to build an understanding of the young person's world or frame of reference.

Clear communication

Use straight talking with realism and reliability. Consider your use of language such as jargon or long words etc. You may not realise that what you have said appears ambiguous. It may help to check that people have understood important aspects to confirm that they have understood your intentions.

Building a rapport

An interest in the young person's friends and hobbies and a sense of humour (but not at the young person's expense) help build a rapport.

Thinking about the relationship

People respond differently to different types of relationship. Does the young person perceive you as a parent or a peer? What can be done to encourage the young person to talk more openly?

Finding an appropriate location and setting

Young people may find it easier to talk in a place they feel comfortable in. If possible, choose neutral ground, with an informal atmosphere. It may be better to talk in a quiet sitting room rather than across a desk at your office.

Mutual respect and honesty

Respect could mean taking what the other person says seriously. This also means being non-judgemental and accepting. Rather than telling a young person what to do, listen to what they have to say and help them to think things through by suggesting options and choices and helping them to come to an informed decision by themselves. It could mean emphasising the young person's personal choice and ability to control the outcome and encouraging individual responsibility:

Young people wouldn't listen if they were just talked at, it would go in one ear and out of the other.¹

By providing honest and open information about your service, your role can enhance acceptance. Lack of honesty, or being caught telling a white lie, will reduce trust. Be reliable and don't offer false promises. Be clear about the boundaries of consent and confidentiality A young person may be concerned about the confidentiality of the conversation. Talk with them about confidentiality and disclosure. Consult with them about taking matters forward. You will need to be aware of your confidentiality procedure and the boundaries of confidentiality.

Communication — key points

• VSA is an issue that many young people will feel uncomfortable or restricted in talking about in a free and open way.
• Think about how a young person sees your role. Be clear and honest about your responsibilities and intentions.
• Find a quiet place to talk.
• Good communication skills are essential.
• Be aware of the boundaries that you are operating within, in particular policies regarding confidentiality and consent. Be open and honest about your responsibilities.