problem solving tools and technique

Problem Solving Tools and Techniques

Tools are the medium or the instruments which helps in problem solving process. Different profession use different tools in achieving the target goal like, doctor use scissors, forceps etc, during surgery. Architect use pencil and scale and different other geometrical instruments. Therefore social worker don’t have any tangible instruments of tools to help people in-need rather they use themselves as most important tools in social work practice. They observe, listen, interview, they build-up rapport building and they go for home visit. Ultimately they gather information and help in intervention. Hence, social work practice uses the following as the tools for problem solving process

1. Observation:

According to the Adhikari 2003 define observation as a technique of collecting visual- data or non-verbal communication.

It is the tools for collecting information which helps social worker to analyze the situation of client. Observation is not only about seeing it includes sensing like hearing, touching and smelling. It helps in evaluating the progress of the clients as well. Moreover the observation has social worker to collect the information by direct observing without asking the question to the client. Observation can be participatory, non-participatory or indirect. In participatory observation social worker himself or herself has to be part of group or system. He/she has to be involve in group activities either actively or passively as the nature of assessment.

In non-participatory observation, social worker directly observes the behavior, functional and situation of client system or group. Here the client system may or may not know the social worker is observing them. The social worker observes physical clues or past behavior and event that cannot be observe directly. Social worker relay on secondary data like audio-visual documents.

2. Listening: It is essential for the effective communication that helps to establish good professional relationship between client and social worker. According to ‘Summer 2001’ he suggested social worker to listen and respond in two aspects of clients talk;

• to content of the talk
• to feeling in the talk

It means that the social worker is actively listening. Listening is essential for effective communication which ultimately helps in building professional relationship with client. Active listening has its own purpose and they are:

• It helps clients know you properly with their feelings and concern heard.
• It creates the opportunity to correct or misperception about client.
• It illustrates your acceptances where the client is at the moment.
• Active listening not only include giving advice or solution but also may client feel that they are worthy enough and can share all their experience and feelings. Hence, it helps in intervention and problem solving process.

3. Interview: Interview is an important tool that social workers use for data collection during problem solving process. Interview could be conducted through telephone or in person at office setting. It refers to one to one question and answer session. The one who is asking the question is interviewer and the one who is giving the answer is interviewing. Social worker needs to be very careful while taking interview of the client. Regarding question social worker should never ask W.H question whereas he/she also need to be conscious about the lighting system, sound system placement of desk, chair and color of the room where the interview is taken. Also social worker needs to prepare for the interview before hand. During the meeting social worker has to show respect to the client. Address client problem in professional manner, build-up comfort zone for the client, allow client to tell their story in their words remain emotionally natural and wrap-up the interview by asking client if he/she has anything to ask or share. Interview need to be ended with giving information to the clients about next step.
4. Home visit: Home visit simply refers to the going to client home with some purpose. The main purpose of home visit is the assessment of client’s situation in their home in order to promote professional services. It is essential because it helps in collecting information about client situation, family and neighborhood. Home visit helps to assess family and neighborhood environment, where client is living in. It isn’t necessary that client share everything to the social worker during the interview so the significant information can be revealed from home visit. It also helps social worker to see the situation for the client's perspective during home visit. It helps client to develop trust and confidence upon social worker, which ultimately helps in rapport building.

Barker (1987) has stated three reasons for doing home visit by social worker. The reasons are: Client may be disabled and not possible to leave home, some social workers believe that home visit is important to make effective intervention in clients familiar environment, and mobilize neighborhood of the client for social cause (as cited in Krist and Hull, 2008, p. 167).

Social worker needs to remain objective and able to see the situation from the client’s perspective during home-visit. It is because sometimes the client’s situation in home might be extremely worse or difficult than social worker’s imagination. Home visit should be done in a convenient time of family members therefore; it requires taking appointment or fixing time and date with the client and his/her family members.

5. Rapport Building: Rapport building simply means establishing relationship. During social work practice, a social worker has to work various systems; therefore needs to develop a good relationship. A professional social worker always establishes relationship with the client and related system for the professional requirement and purpose. According to Pincus and Minahan (1973, p. 69), there are three major characteristics of social work relationship:

• Social worker establishes relationship with client or stakeholder for a professional purpose related to his/her planned change effort.

• In professional relationship, a social worker always works for the interests of client; he/she never misuses the relationship to fulfill personal interest.

• Relationship is based on the objectivity and self-awareness, so that a social worker can understand his/her personal problems and needs. It makes a social worker sensitive to the other’s needs and problem.

Furthermore, Pincus and Minahan have identified three types of relationship; collaboration, bargaining and conflict. Therefore a social worker has to make agreement with the client. Conflict arises when the condition of bargaining is not met. For several times, a social worker has to work in conflictual relationships. For instance, if a social worker starts to work on behalf of a woman, he may have conflictual relationship with her husband. Relationship is a basic and important factor for social work practice. Therefore, a social worker has to understand dynamic nature of professional relationship.

Reference-

Shrestha, S. K. (2013). the concept of social work. Kathmandu: Taleju, Prakashan