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COMMUNICATION SKILLS USED IN CRISIS INTERVENTION

S. Srobarova, D. Markovic

Abstract

This paper focuses on communication skills and methods in the context of crisis intervention, the aims of the paper are to detect and identify what procedures, methods and principles of work with the client are the most used by the staff of the crisis intervention in Slovakia and to analyse communication skills during crisis intervention. A quantitative research strategy has been chosen; we carried out research of procedures, methods, principles of work with the client and communication skills of professionals working in the field crisis intervention through a questionnaire of our own construction, which was composed of 18 questions. Professionals in field crisis intervention in Slovakia work with clients mainly using methods of interview, observation and counselling. During the work with the client, the catastrophic scenario is very little used, and the workers provide the client with insufficient opportunity for emotional ventilation. The most useful communication skill is active listening. An interesting research finding is that field crisis workers are not fully aware of some of the crisis intervention principles known from the theories; some workers have even indicated that they tend to disagree with the claim that the purpose of work with the client within crisis intervention is to solve the problem.

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DOI resolver: doi.org/10.5593/sgemsocial2017/33/S12.017

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