In this episode of Relational Practice: A Social Work Podcast, hosts Dr. Jodie Park and Rose Mackey dive deep into the most essential tool in a practitioner’s toolkit: the art of truly hearing what isn't being said. They are joined by Ross Judd, an expert in communication and organizational culture, and the author of Listening: A Guide to Building Deeper Connections.

For social workers on the front lines, whether in child protection, disability, or crisis intervention, clients often "test the waters" with surface-level complaints before sharing their true stories. Ross introduces his R.E.O.S.T.A.R. process, a powerful framework designed to help practitioners break through these barriers, avoid the common "fix-it" trap, and build radical empathy.

Key highlights of this conversation include:

• The R.E.O.S.T.A.R. Process: A step-by-step guide to recognizing surface comments, empathizing with underlying emotions, and asking powerful questions to uncover core values.
• The Integrated Values Iceberg: How to remain self-aware of your own biases and values so they don't "block" what a client is trying to communicate, especially in high-stress environments.
• The Heavy Gift of Listening: A candid discussion on how to stay open and listen deeply to heavy stories without losing yourself in the process.

Whether you are navigating high-conflict family dynamics or trying to connect with a defensive client, this episode offers practical strategies to move beyond the paperwork and build life-changing connections.

Find Ross’s book at https://rossjudd.com/listening/

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Music by Hannah Park

Editing by Angus Pinkstone