Chapter 1: Commuinication Skills: Don't they just come naturally?
Chapter 2: What do we know about effective communication?
Chapter 3: The human face of social work: understanding emotions, intentions and non-verbal communication
Chapter 4: Getting started
Chapter 5: Making progress and managing endings
Chapter 6: Communicating with families and children
Chapter 7: Working with groups
Chapter 8: Working with people with 'special communication needs': communicative minorities
Chapter 9: Working with mandated clients
Chapter 10: Safety and risk: Working with hostility and deception
Chapter 11: The demands and rewards of interpersonal work
Appendix 1 Professional capabilities framework
Appendix 2 Subject benchmark for social work