Thesis (Ph.D.) - University of Queensland, 2003. / Includes bibliography.

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The aim of this study was to research how social-work professionals apprehend, manage and influence difficult conversation.  This study is based on a qualitative method and we did qualitative interviews with eleven social-work professionals in three municipalities located in southern Sweden. In addition to our research on difficult conversation we decided to study easy conversation. Our result show that there isn’t any special subjects that creates difficult conversation, but it is the absent of conversation that makes it difficult. There are several different ways of managing difficult conversation; some social-work professionals use conversation methods others use different strategies. Social-work professionals can also find support from other colleagues and guidance from an instructor. The influence on the conversation can be divided into two different levels; one is the professionals control over the conversation. The other is that their thoughts and emotions can influence. Implemented interviews in this study show that the easy conversation is the opposite of difficult conversation; it is easy to carry on a conversation when the client is motivated. Our study also shows catchall terms to make a good conversation; create a good alliance, reaffirm, listen, show empathy and curiosity. The most important conclusion drawn from our study is that difficult conversation is the absent of conversation.

Background: In a part of Wales where over 50% of the population were bilingual, one community physical rehabilitation services had no Welsh speaking therapists. This research attempts to find whether Welsh speakers had the same access to health and social care services and whether their outcomes were similar to non-Welsh speaking patients; and what the service users' opinion were on Welsh language services. Methodology: 1 - Therapy inputs and outcomes of service users who spoke Welsh were compared to service users who did not speak Welsh with a rehabilitation team where no therapists spoke Welsh. 2 - The ratio of Welsh speakers referred to the rehabilitation services and accepted for services were compared with the ratio of Welsh speakers in the general population. 3 - 201 service users were asked for their opinion on services and their language choice, and the possible effect on their ability to effectively receive a rehabilitation service. Results: Significantly fewer Welsh speakers were referred to the rehabilitation service than the anticipated percentage (p < 0.001). Wales' social services do not document individuals' language preference consistently. A significant difference was found in the therapy outcomes measured by outcome measures according to the patients' language if the practitioners could not speak Welsh. Welsh speaking patients had significantly lower results following rehabilitation than non-Welsh speakers (p < 0.05). The vast majority of Welsh speaking patients who were asked believed they would have preferred receiving services in Welsh. Conclusion: Awareness raising training for practitioners and carers, as well as language training, including 'little words' training, would support availability of Welsh language services. Consideration should be given to creating a specialist national agency to maintain a database of Welsh speaking practitioners, from which health boards and local authorities could buy their services when appropriate.

This thesis focuses on Catholic Charities (Hereafter CC), a non-profit agency that provides pregnancy and adoption support to families in times of crisis. Research and agency data reflect a positive association between the amount of time clients engage in services and the resolution of crises. Both theoretically and empirically, a key determinant of the depth and breadth of clients' engagement with both for-profit and non-profit services is their satisfaction with such services. In 2009-2010, CC's in-house, client surveys reported a decreasing level of client engagement with services. One clear trend was that clients discontinued services after thirty days or less. Against this trend, CC aims to provide social services for an extended period of time (i.e. longer than thirty days) in order to insure that clients have fully recovered from crises. In order to understand possible reasons for clients' low or short engagement rates, this thesis analyzes clients' satisfaction with CC services. Using a grounded-theory approach, twenty semi-structured interviews with former and current CC clients were analyzed for communication-based themes involving clients' satisfaction with services. Four macro-themes emerged: (1) Positive Caseworker Personality, (2) Feeling Emotionally Supported, (3) Feeling Helped, and (4) Positive Counseling Environment. Findings have implications for both theories of satisfaction and the offering and practice of CC services.

The researcher wanted to explore the experiences of children who removal by a social worker either to an institution or to foster homes. The researcher wanted to find out if the behaviour of absconding could be explained by using systems theory, contructivism, cybernetics and person- centered theory. The researcher hypothesized that children abscond from alternative care as a means of communicating with the social worker involved as well as any other person significant in their lives. The study wanted to explore how these children perceived their involvement in the decision making process of their removal. The researcher only interviewed children who had absconded from the alternative care placements. The study found that all the children interviewed perceived that they were not involved in any way in the process of removal. They all saw their removal as a form of punishment for something they did wrong, but they did not get an opportunity to discuss with their parents or significant others. They also perceived their absconding as an effort to rectify the situation. A lot of anger and suspicion towards social workers was encountered during the study. In terms of the theories mentioned above, these perceptions are the children’s own reality, which might differ from the realities as created or perceived by social workers. It is hypothesized that social workers who use the Child Care Act 74/83 and its regulations in the removal of children, do it to protect the children from risky situations as their job responsibility requires. This study indicates that the children did not experience removal as protection. Instead of children feeling protected in the alternative care, they felt blamed, judged and unhappy about their removal and excluded from the process. The researcher made a few suggestions that could be considered when social workers removing children to alternative care. It is recommended that social workers involve the children and their parents or significant others in the entire process of deciding the future of any children in their (parents’) care. However, if removal is deemed necessary, just telling or informing children that they will be removed for their own safety is not enough. Children might not perceive the situation as dangerous. Instead, they might see the social worker as posing a danger to them and their families and thus try to shut the social worker and what s/he says out of their minds. Findings safe ways to involve children and families in the decisions about their future may require of social workers to revive their academically acquired knowledge in this respect. / Social Work / M.A. (Social Sciences (Mental Health))

The researcher wanted to explore the experiences of children who removal by a social worker either to an institution or to foster homes. The researcher wanted to find out if the behaviour of absconding could be explained by using systems theory, contructivism, cybernetics and person- centered theory. The researcher hypothesized that children abscond from alternative care as a means of communicating with the social worker involved as well as any other person significant in their lives. The study wanted to explore how these children perceived their involvement in the decision making process of their removal. The researcher only interviewed children who had absconded from the alternative care placements. The study found that all the children interviewed perceived that they were not involved in any way in the process of removal. They all saw their removal as a form of punishment for something they did wrong, but they did not get an opportunity to discuss with their parents or significant others. They also perceived their absconding as an effort to rectify the situation. A lot of anger and suspicion towards social workers was encountered during the study. In terms of the theories mentioned above, these perceptions are the children’s own reality, which might differ from the realities as created or perceived by social workers. It is hypothesized that social workers who use the Child Care Act 74/83 and its regulations in the removal of children, do it to protect the children from risky situations as their job responsibility requires. This study indicates that the children did not experience removal as protection. Instead of children feeling protected in the alternative care, they felt blamed, judged and unhappy about their removal and excluded from the process. The researcher made a few suggestions that could be considered when social workers removing children to alternative care. It is recommended that social workers involve the children and their parents or significant others in the entire process of deciding the future of any children in their (parents’) care. However, if removal is deemed necessary, just telling or informing children that they will be removed for their own safety is not enough. Children might not perceive the situation as dangerous. Instead, they might see the social worker as posing a danger to them and their families and thus try to shut the social worker and what s/he says out of their minds. Findings safe ways to involve children and families in the decisions about their future may require of social workers to revive their academically acquired knowledge in this respect. / Social Work / M.A. (Social Sciences (Mental Health))

Court Appointed Special Advocates (CASAs) represent children's best interests in juvenile court proceedings. In Riverside County, conflict exists among the child advocates and children's social service workers. This study measures current attitudes and perception of social workers and CASA volunteers in a quest to gain awareness and understanding of any problems in communication that may hinder effective working relationships.

This research was initiated, based on the recommendations of Groenewald (2006:126-127), in the Evaluation of Programmes of Shelters for Victims of Abuse in Gauteng Province, to develop a shelter service delivery model. The research is exploratory in nature and outlines the literature review, methodologies, tested shelter model and findings based on the experiences of stakeholders. These stakeholders are responsible for the registration and management of shelters for victims of abuse in South Africa. They include nine Provincial Victim Empowerment Programme Co-ordinators and thirty-two shelter managers. The main objectives for shelter managers and Government Departments, such as Social Development, are to provide care, support and protection. The aim is also to empower those who were caught up in relationships, fraught with gender-based violence, as well as to break the cycle of violence. This is presented in the guidelines for a shelter service delivery model for victims of abuse. The shelter model focuses on three phases: o Intake procedures o Programmes and services o Exit strategy These three phases address both psycho-social issues and the self care of service providers. The main purpose of the shelter model is to provide social service providers with a structural format for intervention with victims of abuse and their significant others. The outcome, for most of them, should be to come to terms with themselves and create a personal vision for the future without abuse or, alternatively, to take a firm stand against such actions. The model is based on a person-centered approach in order to assist victims of violence, within a development model, to attain effective living. Other findings of the research are, among others, that there is neither legislation, nor registration procedures for shelters for victims of abuse in place, except for Non-Profit Organisations, which is voluntary. It is recommended that Government should consider the amendment of the Domestic Violence Act, 116 of 1998. These amendments should include accreditation of service providers, registration requirements, norms, standards and uniform funding criteria. / Social Work / D. Phil. (Social Work)

This research was initiated, based on the recommendations of Groenewald (2006:126-127), in the Evaluation of Programmes of Shelters for Victims of Abuse in Gauteng Province, to develop a shelter service delivery model. The research is exploratory in nature and outlines the literature review, methodologies, tested shelter model and findings based on the experiences of stakeholders. These stakeholders are responsible for the registration and management of shelters for victims of abuse in South Africa. They include nine Provincial Victim Empowerment Programme Co-ordinators and thirty-two shelter managers. The main objectives for shelter managers and Government Departments, such as Social Development, are to provide care, support and protection. The aim is also to empower those who were caught up in relationships, fraught with gender-based violence, as well as to break the cycle of violence. This is presented in the guidelines for a shelter service delivery model for victims of abuse. The shelter model focuses on three phases: o Intake procedures o Programmes and services o Exit strategy These three phases address both psycho-social issues and the self care of service providers. The main purpose of the shelter model is to provide social service providers with a structural format for intervention with victims of abuse and their significant others. The outcome, for most of them, should be to come to terms with themselves and create a personal vision for the future without abuse or, alternatively, to take a firm stand against such actions. The model is based on a person-centered approach in order to assist victims of violence, within a development model, to attain effective living. Other findings of the research are, among others, that there is neither legislation, nor registration procedures for shelters for victims of abuse in place, except for Non-Profit Organisations, which is voluntary. It is recommended that Government should consider the amendment of the Domestic Violence Act, 116 of 1998. These amendments should include accreditation of service providers, registration requirements, norms, standards and uniform funding criteria. / Social Work / D. Phil. (Social Work)