Unit 2

Effective communication for social workers in work load and case load
Management

Time management or Managing Time at work

Time management is the process of organizing and planning how to divide your time between
different activities. Get it right, and you'll end up working smarter, not harder, to get more
done in less time – even when time is tight and pressures are high. The highest achievers
manage their time exceptionally well.

7 Best Tips to Improve Your Time Management Skills

1. Determine Your Priorities

In your day-to-day activities, some tasks are more important than others. For example, a task
might have a closer deadline than the rest, or the case might be that you need to finish task A
before you can effectively complete task B.

The same can be said about achieving your long-term goals, whether it is a promotion or
investing more time in a hobby.

Determining what your priorities are is the first step towards effective time management.
Whether you're an employee or in high-level management, you should have a clear picture of
your top priorities. After all, how can you set out to accomplish your goals until you identify
them clearly?

One effective method to prioritize your daily tasks is the Eisenhower Matrix, which allows
you to categorize and separate your most critical tasks from those that you can delegate or
eliminate entirely.

The method is named after Dwight D. Eisenhower, the 34th president of the United States,
who was widely recognized for his efficiency and discipline.

2. Avoid Multitasking
While many people praise their ability to multitask, there are just as many reasons to believe
it can actually get in the way of improving your time management skills.
A 2011 research study from the University of California, for instance, found that multitasking
can negatively affect your working memory and ability to focus on important tasks. This, of
course, isn’t great for time management.

What’s more important, multitasking may just be overrated. What makes it true is the fact
that, in reality, you never truly multitask. The various tasks you grapple with can be
accomplished to some extent, but none will be to the best of your abilities.

It is essential to learn how to devote your whole attention to the task at hand if you want to
improve your time management skills. Your productivity can only improve if you master
sustained focus and effort.

3. Avoid Distractions
Our daily lives are definitely fast-paced and full of distractions and, more often than not, that
gets in the way of improving time management skills. If you’re working from home, for
instance, it might be hard to concentrate on work due to having more distractions than in the
office and, before you know it, you’ll have lost hours of your time.

Great ways to avoid distractions include putting your phone aside or turning off the
notifications, having an office space even if you’re working from home, and asking family
members or colleagues not to disturb you with non-work-related matters.

4. Learn to Say No
Many people will take on as many responsibilities either to make a good impression and
showcase their dedication to work or because they just can’t say no. Yet, an overwhelming
amount of tasks can set a toll on your work efficiency and mindset.

Setting a limit on how much workload you're willing to accept can help you manage your
time and concentrate on the most important tasks. In turn, you’ll be able to focus and be more
productive in the most pressing tasks.

Start by determining how much work is ideal for you and then be sure and confident to
decline any offered workload that goes beyond it. If you feel bad about not being able to help,
just explain to whoever asked that you don’t have the time to do the quality work they expect
or that you have other, more important deadlines to meet.
5. Use Time Management Apps
It’s all too easy to get overwhelmed with never-ending daily reminders of scheduled tasks
and meetings, and constantly trying to catch up can take a toll on your workflow.

Fortunately, technology has come a long way to help us in that regard.

By using time management apps, you can easily organize everything in one space and track
your time for different tasks.

Time management apps like Rescue time can significantly boost your efficiency. The app
allows you to use a Focus Session mode whenever you truly need to focus, preventing main
distractions and tracking how effectively you work.

Similarly, time tracking apps like Ever hour or Toggl Track can show you how much time
you actually spend on any given task.

6. Organize Your Day

A goal is nothing more than a wish without a solid plan to support it in place. And, without
proper day-to-day organization, improving your time management skills can turn into a
daunting task.

However, if you organize your day, prioritize your tasks, and measure your progress, you will
know precisely where you stand as you work toward your bigger goals.

Now, there are several effective ways to organize your day and get immediate results. For
example, work-wise, you can start writing daily to-do lists, taking into account any
interruptions that may come up, or dedicating less time to repeating tasks.

7. Take Breaks
Although you might feel tempted to complete large amounts of work before taking a break,
this strategy could seriously harm your mental health.

For starters, skipping frequent, short breaks might result in fast burnout and overwhelming
stress. One study found that employees even tend to compromise their lunch breaks, choosing
to work instead. This, in turn, has been shown to have badly impacted their mental health.
Stepping away from your work for a few minutes every couple of hours can help you achieve
more with greater comfort and enjoyment, boosting your overall efficiency.

Report Writing

Report Writing is a skill that helps you share important information in a clear and organised
way. It is like crafting a story with words and sometimes pictures but with a specific purpose
and audience in mind. Report Writing can be used for various reasons, such as explaining
complex topics, presenting research findings, or making recommendations. But What is
Report Writing exactly? How do you write a good Report that meets your goals and
expectations?

Well, you're in the right place. In this blog, we will explain What is Report Writing and take
you through the world of Report Writing step by step. We'll explore different Report types,
learn about the Report Writing format, discover helpful tips, and even distinguish it from
other types of writing.

1) Understanding what is Report Writing?

2) Types of Reports

3) What is the Report Writing format?

4) Tips for effective Report Writing

5) Difference between Project Writing and Report Writing

6) Conclusion

Concept of Report Writing

Report Writing is the process of presenting information in a structured and organised way. It
serves as a means of communicating facts, findings, or recommendations to a specific
audience, typically in a written format. The importance of report writing lies in various fields,
including academics, business, science, and government, to convey important details and
insights.
A Report typically starts with a clear purpose or objective. The Writer gathers relevant
information through research, observation, or data collection. This data is then analysed and
organised into a coherent document. Reports can vary in length, complexity, and style,
depending on the intended audience and purpose.

One of the key aspects of Report Writing is its structure. A typical Report consists of sections
such as an introduction, methodology, findings or results, discussion, and a conclusion. These
sections help readers understand the context, the process of gathering information, the
outcomes, and the significance of the findings.

Reports often include visual aids like charts, graphs, and tables to make complex data more
accessible. Additionally, citing sources is essential to provide credibility and allow readers to
verify the information.

Types of Reports

Different Types of Reports serve various purposes, and understanding their distinctions is
crucial for effective communication in academic, professional, and organisational settings.
Here, we'll explore four common types of Reports:
Routine Reports

Routine Reports are regular updates on ongoing activities, often within an organisation.
These Reports provide concise information about daily or periodic operations, helping
stakeholders stay informed and make informed decisions.

They focus on facts and figures, avoid unnecessary details, and typically follow a
standardised format. Examples include daily Sales Reports, Attendance Reports, And
Inventory Status Reports. Routine Reports are essential for tracking performance and
ensuring smooth operations.

Special Reports

Special Reports are more in-depth and are created for specific purposes, such as investigating
a particular issue or analysing a unique situation. These Reports require extensive research
and a comprehensive presentation of findings. They are often used to address complex
problems or make critical decisions.

For instance, a company might commission a Special Report to evaluate the impact of a new
product launch, or a government agency might prepare a Special Report on the environmental
impact of a policy change. Special Reports provide a thorough examination of a specific topic
and often include detailed recommendations.

Formal Reports

Formal Reports are comprehensive and meticulously structured documents characterised by a

standardised format. They usually include a title page, table of contents, executive summary,
methodology, findings, discussion, recommendations, and conclusion. Formal Reports are
common in academic and corporate environments, as well as in government and research
institutions.

They are used to present detailed information and analyses, often for decision-making or
academic purposes. A thesis, a business proposal, or an annual Financial Report are examples
of Formal Reports. These Reports require a high degree of professionalism and follow strict
formatting and citation guidelines.

Informal Reports

Informal Reports are less structured and often used for internal communication within an
organisation. They are generally shorter and more straightforward than Formal Reports,
emphasising brevity and efficiency. Memos, email updates, and short Progress Reports are
common examples of informal Reports.

They serve to share information quickly, often within a department or among team members.
Informal Reports are valuable for everyday communication, problem-solving, and decision-
making within an organisation, and they do not require the extensive structure and formality
of Formal Reports.
 Report Writing format

Report Writing Format is a way of organising and presenting information in a concise and
clear manner. It usually follows a standard structure that can be adapted to different purposes
and audiences. A typical Report Writing format consists of the following elements:

a) Title page: This is the first page of the Report that contains the title, the author’s name, the
date, and any other relevant information.

b) Table of contents: This is an optional page that lists the sections and subsections of the
Report with their corresponding page numbers.

c) Executive summary (or abstract): This serves as a concise summary outlining the key
points and discoveries within the Report. It should be written in a clear and concise manner
and highlight the purpose, scope, methodology, results, analysis, conclusion, and
recommendations of the Report.

d) Introduction: This is the first section of the Report that introduces the topic, background,
objectives, and scope of the Report. It should also provide a clear statement of the problem or
research question that the Report aims to address.

e) Methodology: This is the section that describes how the data or information was collected
and analysed. It should explain the methods, tools, techniques, sources, and criteria used in
the research or investigation. It should also mention any limitations or challenges
encountered in the process.

f) Findings/results: This is the section that presents the data or information obtained from the
research or investigation. It should be organised in a logical and coherent manner, using
headings, subheadings, tables, graphs, charts, and other visual aids to illustrate the key points
and trends.

g) Analysis and discussion: This is the section that interprets and evaluates the findings or
results of the Report. It should explain what the data or information means, how it relates to
the problem or research question, and what implications or conclusions can be drawn from it.
It should also compare and contrast the findings or results with other relevant sources or
literature.

h) Conclusion: This is the final section of the Report that summarises the main points and
findings of the Report. It should restate the purpose, objectives, and scope of the Report and
provide a clear answer to the problem or research question. It should also highlight the main
implications or contributions of the Report to the field or topic of interest.

i) Recommendations: This is an optional section that provides suggestions or actions based

on the findings or conclusions of the Report. It should be realistic, feasible, and specific and
address any issues or gaps identified in the Report.

j) References: This is a list of sources that were cited or consulted in the Report. It should
follow a consistent citation style, such as APA, MLA, Harvard, etc.

k) Appendices: These are additional materials that support or supplement the main content of
the Report. They may include data tables, calculations, questionnaires, interview transcripts,
etc.

Tips for effective Report Writing

Here are some tips for effective Report Writing:

a) Know your purpose and audience: Before you start writing, you should have a clear idea
of why you are writing the Report and who will read it. This will help you decide what
information to include, what tone and style to use, and how to structure and format your
Report.

b) Plan and research: You should plan your Report by outlining the main sections and sub-
sections and identifying the key points and arguments you want to make. You should also
research your topic thoroughly, using reliable and relevant sources and taking notes of the
data and evidence you will use to support your claims.

c) Write and edit: You should write your Report in a concise and clear manner, using simple
and precise language and avoiding jargon and slang. You should also follow the Report
Writing format that suits your purpose and audience and use headings, subheadings, bullet
points, tables, graphs, charts, and other visual aids to organise and present your information.
You should also edit your Report carefully, checking for spelling, grammar, punctuation, and
formatting errors and ensuring that your Report is coherent and consistent.

d) Use tools and software: You can use various tools and software to help you with your
Report Writing process. For example, you can use Bing to search for information on your
topic or to find examples of Reports written in different formats. You can write and edit your
Report, using features such as grammar check, spell check, word count, citation manager, etc,
in Google Docs or Microsoft Word. You can also use PowerPoint or Prezi to create and
present your Report visually.

a) Purpose: Project Writing is usually done to demonstrate the student’s ability to apply their
skills and knowledge to a specific problem or topic. Report Writing is usually done to present
the results and findings of a research or investigation on a specific problem or topic.

b) Format: Project Writing does not have a fixed format, but it may follow the structure of an
essay, with an introduction, body, and conclusion. Report Writing has a fixed format, with a
title page, table of contents, summary, introduction, methodology, findings/results,
analysis/discussion, conclusion, recommendations, references, and appendices.

c) Features: Project Writing is more creative and flexible than Report Writing. It may include
personal opinions, reflections, or recommendations. Report Writing is more formal and
objective than project writing. It should be based on reliable sources and data and avoid
personal opinions or bias.

d) Examples: Some examples of Project Writing are a business plan, a marketing campaign, a
software development, a case study analysis, etc. Some examples of Report Writing are a Lab
Report, a Market Research Report, a Scientific Report, a Feasibility Report, etc.

Project Writing and Report Writing are different types of academic writing that require
different skills and approaches. You should always check the requirements and expectations
of your course and module handbooks, instructions from your lecturer, and your subject
conventions before you start writing.
 utilizing information technologies and effective telephone communication
as a social worker
When utilizing information technologies and effective telephone communication as a social
worker, key aspects include: leveraging electronic client management systems (CMS) for
efficient data access, utilizing secure messaging platforms for timely updates, practicing
active listening skills during calls, clearly explaining information, and maintaining
professional boundaries by adhering to communication protocols; all while ensuring client
confidentiality and privacy through appropriate technology usage.

Key points for effective telephone communication with clients:

 Active listening:
 Pay full attention to the client's concerns and emotions.
 Use verbal cues like "uh huh" or "I see" to show engagement.
 Paraphrase and summarize key points to ensure understanding.
 Clear and concise communication:
 Speak clearly and at a moderate pace.
 Use plain language to avoid jargon.
 Explain complex information in a simple way.
 Empathy and respect:
 Show genuine concern for the client's situation.
 Maintain a respectful tone throughout the conversation.
 Setting clear expectations:
 Outline the purpose of the call and what you need from the client.
 Discuss follow-up steps and deadlines.
Information technology tools for social workers:

 Client Management Systems (CMS):

 Securely store client information like demographics, case notes, service plans, and progress
updates.
 Access relevant data quickly to inform conversations with clients.
 Secure Messaging Platforms:
 Send and receive confidential messages with clients and colleagues.
 Document important communications within the client record.
 Teleconferencing tools:
 Conduct virtual meetings with clients, including multi-party consultations.
 Utilize features like screen sharing for visual presentations of information.
 Mobile Apps:
 Access client information and case updates on the go.
 Utilize features for appointment reminders and scheduling.
Important considerations when using technology:
 Confidentiality and privacy:
 Adhere to strict data privacy regulations.
 Ensure only authorized individuals have access to client information.
 Technology literacy:
 Regularly update your knowledge on new technologies and their applications.
 Seek training if needed to effectively utilize technology tools.
 Client access:
 Consider clients' technological capabilities and provide support if needed.
 Offer alternative communication methods for individuals with limited technology access.

Case notes for narrative recording

Case notes for narrative recording in social work are detailed, chronological accounts of a
client's interactions with a social worker, written in a story-like format, focusing on the
client's perspective, emotions, and significant events, while also documenting the social
worker's actions, observations, and interventions throughout the case.

Narrative recording in social case work is a way of recording stories about people using
social services. It can help build relationships, improve outcomes, and inform decision-
making.

How is narrative recording used in social case work?

Builds relationships

Narrative recording can help build relationships with people using social services.

Improves outcomes

Narrative recording can help improve outcomes for people using social services.

Informs decision-making

Narrative recording can help inform decisions about how to help people using social
services.

Clarifies purpose
Narrative recording can help clarify the purpose of social services and the actions that can
be taken.
 Tips for narrative recording

 Note down facts and events as soon as possible after an interview

 Avoid ambiguous words

 Make it clear who is involved in the situation

 Adapt the record to the needs of each case

Benefits of narrative recording

 Helps to recognize capable agency

 Clarifies possibilities for action

 Helps to restore identity and wellbeing

 Helps to form a link between conversation, decision-making, and action

Problem-oriented recording (POR)

Problem-oriented recording (POR) is a medical record format that focuses on a patient's

problems and how they change over time. It's designed to improve the structure of medical
records and patient care.

How it works

 POR includes a standard database, problem list, problem-oriented plans, and progress notes

 It helps physicians organize a patient's history to solve problems

 It allows physicians to make hypotheses and clinical decisions

Benefits of POR

 It can improve communication between providers

 It can help with chart audits and billing

 It can help with teaching

History

 The POR originated in the late 1960s

 It has become more widely accepted over the years

 Some hospitals use information systems to implement POR

 Some hospitals use questionnaires to collect data

Potential drawbacks

 One study found that POR didn't improve the thoroughness of data collection or patient care
for anemia

 Some say that POR information systems are good for organizing information, but not for
other tasks like administrative reports

SOAP Recording

The acronym SOAP stands for Subjective, Objective, Assessment, and Plan. This
standardized method of documenting patient encounters allows providers to concisely record
patient information.

Subjective

Begin your SOAP note by documenting the information you collect directly from your
patient; avoid injecting your own assessments and interpretations. Include the following:

1. The patient’s chief complaint. This is what brought the patient to the hospital or clinic, in
their own words.

2. The history of the patient’s present illness, as reported by the patient. To standardize your
reporting across notes, include information using the acronym OPQRST:

o The onset of the patient’s symptoms.

o Any palliating or provoking factors.
o The quality of the patient’s symptoms.
o The region of the body affected and (if the symptom is pain) if there is any radiation.
o The severity of the patient’s symptoms and whether or not there are any other
associated symptoms.
o The time course of the patient’s symptoms.

3. Pertinent medical history, including the patient’s:

 o Past medical and surgical history.
o Family history.
o Social history.

4. A current list of the patient’s medications, including the doses and frequency of
administration.

Objective

The objective section of your SOAP note should, unsurprisingly, comprise objective
information you collect from the patient encounter.

1. Start with the patient’s vital signs. Be sure to record the patient’s temperature, heart rate,
blood pressure, respiratory rate and oxygen saturation.

2. Transition to your physical exam. Begin with a general impression of the patient, followed
by the results of your head, ears, eyes, nose and throat; respiratory; cardiac; abdominal;
extremity; and neurological exams. Additionally, include the results of any other relevant
exams you’ve performed.

3. Report the results of any other diagnostics that have been performed, such as:

o Laboratory tests, including basic metabolic panels, complete blood counts and liver
function tests.
o Imaging, including X-rays, computed tomography scans and ultrasounds.
o Any other relevant diagnostic information, including electrocardiograms.

Assessment

After you’ve completed the subjective and objective sections of your note, report your
assessment.

1. Craft a one- to two-sentence summary that includes the patient’s age, relevant medical
history, major diagnosis and clinical stability. For example: “Ms. K is an 85-year-old woman
with a past medical history of multiple urinary tract infections who presented to the
emergency room with dysuria, fatigue and a fever secondary to a new urinary tract infection.
She is now clinically stable and has transitioned from intravenous to oral antibiotics.” If the
patient has multiple major diagnoses, these should all be mentioned in your summary
statement.

2. If your patient is experiencing any new symptoms, be sure to include a differential

diagnosis as well. Aim to include at least two or three possible diagnoses.

Plan

Complete your SOAP note with your plan.

1. Create a list of all of the patient’s medical problems. Your problem list should be ordered
by acuity.

2. Propose a plan to manage each problem you’ve identified. For example, if you’re in the
midst of treating a bacterial infection, indicate that you plan to continue antibiotics.

3. If you’re taking care of an inpatient, be sure also to note their deep vein thrombosis
prophylaxis, code status and disposition.

As with any skill, practice makes perfect. Try to view SOAP notes as learning opportunities,
and with enough effort and time, you’ll become proficient in drafting these vital medical
communications.

process recording

A process recording is a written record of an interaction between a student and a client. It's a
tool used to analyze the dynamics of the interaction and to improve interviewing and
intervention skills.

Purpose
  To help students learn to interact effectively with clients

 To help students identify strengths and weaknesses

 To help students learn to integrate multiple levels of learning

 To help students learn to focus on their subjective reactions to a client session

How it's done

 The student records the verbatim dialogue between the student and the client

 The student records their subjective reactions to the dialogue

 The field instructor or supervisor may offer comments on the student's comments and
techniques
Benefits

 Process recordings can be used to assess a student's level of skill and knowledge

 Process recordings can be used to provide feedback to students and field instructors

 Process recordings can help students learn to integrate multiple levels of learning

When testifying in court in a "managed case," the process of recording testimony typically
involves a structured approach where witnesses provide their evidence through a pre-
submitted written statement (affidavit), followed by questioning from both sides
(examination-in-chief and cross-examination) with the judge actively managing the
proceedings to ensure efficiency and adherence to relevant rules, all while maintaining a
detailed record of the testimony in court.

Key steps in a managed case testimony recording:

 Pre-trial preparation:

 Disclosure: Both parties must disclose all relevant evidence and witness details to each other
beforehand.

 Case Management Conference (CMC): The court holds a CMC to set deadlines, identify key
issues, and discuss the case management plan, including witness lists and expected duration of
testimony.

 Witness statements: Each party submits written witness statements (affidavits) outlining the
key facts their witnesses will testify about.
 In Court:

 Oath or Affirmation: The witness takes an oath to tell the truth before giving testimony.

 Examination-in-Chief:

 The party calling the witness asks questions to elicit their testimony based on the pre-submitted
affidavit, focusing on establishing the key facts of their case.

 Leading questions are generally not allowed during examination-in-chief.

 Cross-Examination:

 The opposing party then cross-examines the witness, aiming to test the credibility of their
testimony and highlight inconsistencies.

 Leading questions are often permitted during cross-examination.

 Re-examination (if needed):
 The party calling the witness may ask clarifying questions to address any issues raised during
cross-examination.
 Recording the Evidence:
 Court Reporter: The court reporter meticulously records all questions, answers, and objections
raised during the testimony.

 Electronic Recording: Some courts may also use electronic recording systems to capture the
proceedings.
Key aspects of a managed case approach to testimony:

 Strict Time Management:

The court actively manages the time allotted for each witness to ensure the case progresses
efficiently.

 Focused Questioning:

Lawyers are encouraged to ask concise and relevant questions to avoid unnecessary
tangents.

 Limited Objections:
The court may restrict unnecessary objections to maintain the flow of testimony.