Practice of using silence occasionally translates well into case management. It's sometimes appreciated by a client as encouragement to keep speaking or share something new. Quieter clients especially seem to benefit from this -- although some rapport needs to be established for this to work.
Also, sometimes clients just need to vent and since some have very few outlets for this they use you, the case manager, to do this, and here a bit of silence of course works great.* Recognizing when a client is just complaining because 1) they want to be listened to or 2) they want you to do something about it is not always clear cut. It's almost disorienting for me when I understand a client just wants to vent because I'm so used to problem solving mode for a good part of the day. The other day I got a call from an elderly gentleman about a woman who lives down the street from him and insulted him w
* I don't mean complete silence, but more focus on listening than asking questions or taking control of the conversation.