Text in Afrikaans / Die doelstelling van hierdie navorsing is om te bepaal of warmte, empatie en kongruensie as openinggespreksvaardigheid met die verbaal aggressiewe klient enige waarde het en om te bepaal in watter mate maatskaplike werkers vaardig is in die hantering van die aggressiewe klient. Volgens die bevindinge van hierdie ondersoek waaraan vier en twintig maatskaplike werkers deelgeneem het, blyk dit dat daar groot gebreke in die hantering van die aggressiewe klient is en dat maatskaplike werkers nie altyd oor die nodige vaardighede beskik om die uitdaging wat die aggressiewe klient bied, te hanteer nie. Die navorsing kan as 'n voorbeeld van die werkwyse van maatskaplike werkers beskou word en dui daarop dat daar in hulle opleiding ten opsigte van die hantering van aggressie sekere leemtes is. Daar aanbeveel dat hierdie aspek verder ondersoek word. word / The aim of this research was to determine whether conversational skills such as warmth, empathy and congruency have any positive effect when dealing with verbally aggressive clients and to what degree social workers are equipped to deal with aggressive clients. According to the findings of this research in which twenty four social workers participated it would appear that there are serious shortcomings in the way in which they deal with aggressive clients and that they do not always have the skills required to meet the challenges posed by aggressive clients. This research outlines the way in which social workers operate and would seem to indicate that there are serious shortcomings in their training when it comes to dealing with aggressive clients in interview situations. It is recommended that this matter be further investigated. / Social Work / M.A. (Sosiale Wetenskappe (Geestesgesondheid)

Text in Afrikaans / Die doelstelling van hierdie navorsing is om te bepaal of warmte, empatie en kongruensie as openinggespreksvaardigheid met die verbaal aggressiewe klient enige waarde het en om te bepaal in watter mate maatskaplike werkers vaardig is in die hantering van die aggressiewe klient. Volgens die bevindinge van hierdie ondersoek waaraan vier en twintig maatskaplike werkers deelgeneem het, blyk dit dat daar groot gebreke in die hantering van die aggressiewe klient is en dat maatskaplike werkers nie altyd oor die nodige vaardighede beskik om die uitdaging wat die aggressiewe klient bied, te hanteer nie. Die navorsing kan as 'n voorbeeld van die werkwyse van maatskaplike werkers beskou word en dui daarop dat daar in hulle opleiding ten opsigte van die hantering van aggressie sekere leemtes is. Daar aanbeveel dat hierdie aspek verder ondersoek word. word / The aim of this research was to determine whether conversational skills such as warmth, empathy and congruency have any positive effect when dealing with verbally aggressive clients and to what degree social workers are equipped to deal with aggressive clients. According to the findings of this research in which twenty four social workers participated it would appear that there are serious shortcomings in the way in which they deal with aggressive clients and that they do not always have the skills required to meet the challenges posed by aggressive clients. This research outlines the way in which social workers operate and would seem to indicate that there are serious shortcomings in their training when it comes to dealing with aggressive clients in interview situations. It is recommended that this matter be further investigated. / Social Work / M.A. (Sosiale Wetenskappe (Geestesgesondheid)