KEEN RULE

Lesson II. Types of communication in social work

 Basically, communication in social work is typified into verbal communication, non-
verbal communication or paralanguage, and written communication. A fourth which
should be considered is the virtual communication that occurs across the internet
and wireless space. Verbal communication Verbal communication also considered
as oral communication comes from word of mouth. Words are used in expressions.
They are used in telling stories and cases, investigations, interviewing, counselling,
conducting talking therapies, informing clients, conducting case assessment with
colleagues and other professionals, reporting cases, among others (Trevithick,
2005).
 In this context, verbal communication happens directly and physically with a client
(Media & Williams, 2014). It is therefore important that social workers pay close
attention to the words used by the client when communicating. So as to have an
exact understanding of whatsoever clients are saying in the exact way and manner
they are meant by clients.
 Therefore, listening skill is central to verbal communication. This is because, it takes
so much attentive and coordinated listening ability to comprehensively grasp words
used and meant by clients. In turn, the social worker should be careful of his or her
own used words, paying attention to the client’s emotional state, culture, age,
educational level, and gender, among other peculiarities (Trevithick, Richards,
Ruch, & Moss, 2005).
 On the overall, words used in social work communication are expected to convey
genuine warmth, respect and non-judgemental attitude towards service users,
except in very rare occasions (Diggins, 2004). Finally, words are not enough in
communication, as they could be framed. This has led to typifying problems handled
in social work into ‘real’ and ‘presenting’ problems. Often, words are used to convey
what the client wants the social worker to hear and Communication in Social Work
62 not what the problem is. For instance, a child who looks hungry and
disorganized, but responds “I am hungry”, when asked how he or she is, has only
pointed the obvious (presenting problem). The factors inspiring the hunger are left in
the dark by such response.
 Those factors form the real problem. They could be child neglect by
parents/guardians, marital disputes at home, etc. Therefore, social workers in the
context of engaging clients, must always look beyond what words convey. Non-
verbal communication or paralanguage The scientific study of non-verbal
communication was conducted by Charles Darwin in his 1892 book, “The
expression of man and animal”. He argues that all animals show emotion while non-
verbal communication is based on set of arbitrary symbols with peculiar cultural
understanding. Ekman and Friesen (1986) noted that facial expressions could
 determine expressions of anger, disgust, fear, joy, sadness and surprise, and for the
most, these expressions are universal.
 Non–verbal communication also referred to as paralanguage denotes the process
of conveying messages using gesticulations, facial cues, emotional cues, voice
tones and pitch, clinched fist, among other communicative expressions not tied to
words. Most often, paralanguage expressions are uttered subconsciously and could
exceed the control of the communicator.
 This is corroborated by Okoye (2013) who argued that there is a consensus among
social workers that 65% of communication during face-to-face interactions are non-
verbal. The implication is that more messages are conveyed using gesticulations,
facial cues, emotional cues, voice tones and pitch, among other communicative
expressions outside words, than words themselves. Trevithick (2005) added that
non-verbal expressions also include body posture, eye contacts, proximity, and
personal appearance. Therefore, social workers are expected to pay attention to
these types of communication when engaging clients. This they do through critical
observation and client-focused interaction. More generally, eye contacts could
reveal what a person feels inside of him or her. Also, proximity which implies the
distance between you and a client passes a message. The way and manner one is
welcomed with a handshake, a pat on the back, a hug, a peck, passes a message.
Likewise, one’s body posture, including movement of the hands, and tapping of
fingers send across various meanings. Therefore, social workers should be careful
of messages they express nonverbally as professionals, while they pay rapt
attention to those expressed by clients. Thus, it is recommended that social work
professionals gain mastery over their non-verbal cues, so as not to send the wrong
messages to clients. Obi-keguna, Agbawodikeizu & Uche 63
 Written communication Social workers are bound to receive communications in
writing. Clients might decide to notify the social worker in writing for reasons
surrounding not being disposed, or the client feeling that it is the best medium of
communication he or she is comfortable with, or perhaps for official reasons. Often,
when such messages are received in that form, the social worker might be expected
to reply in writing as well.
 For instance, social workers could in writing notify an agency of a problem seeking
their intervention. The agency accepting to intervene might equally send a
correspondence in writing. In appreciation of such gesture, the social worker is
obliged to equally write to the agency. Therefore, social workers are expected to be
informed on effective writing tips, which covers grammar, letter writing, memo
writing, etc. Where necessary, they could seek editing services to improve
whatsoever they have written. Care must be taken to read written pieces word for
word, so as not to lose their meanings. It is true that some correspondences might
be difficult to understand owing to language barriers and poor grammar. In such
cases, care must be taken to follow through implied meanings.
 In extreme circumstances, the social worker could seek the services of a linguist.
Virtual communication Communication has evolved through technology. Its
dynamisms move with time and space. The advancement of technology equally has
led to the advancement of communication. This has brought about the virtual space,
involving social media, emails, avatars, among other internet and frequency driven
messaging platforms (Agwu, 2012). These platforms are increasingly gaining
recognition in social work (Agwu & Okoye, 2017). Platforms like Facebook, Skype,
Myspace, WhatsApp, Instagram, YouTube, and even phone calls and messaging
systems, including the radio and television, are central to communication in
contemporary times. Social media platforms most importantly are becoming very
dominant and used by a good number of persons for easy communication.
 Thus, clients and social workers are bound to access themselves via social media
on informal and formal occasions. This has raised ethical concerns regarding how
the social worker should conduct himself/herself professionally on social media
platforms. Owing to the fact that social media communication could be helpful, and
as well implicating. The social worker on the virtual space is advised to express
courtesy, and at same time be careful with his or her interaction. Hence, the need to
be firm and emphatic when the need arises.
 For instance, occasions could rise, where a female client adds up a male social
worker on Facebook. Not accepting the request could be hurting to her, and
accepting it could be conflicting. In such context, the male social worker might not
entirely be correct with his assumptions. It becomes necessary to talk it out with the
client, having the helping relationship that is in the process as a Communication in
Social Work 64 reference point. If intents are made clear professionally, then both
parties can go ahead and become friends on Facebook. In fact, maintaining ethical
standards on social media has been a contemporary challenge for social workers all
over the globe (Boddy & Dominelli, 2016). Dating back to 2005, Association of
Social Work Boards [ASWB] saw this coming and documented reactions to it in a
document titled “standards for technology and social work practice” (ASWB, 2005).
The content of the document covers phone-call etiquettes with clients, messaging
etiquettes, among others.
 Finally, social workers are expected to be professional in sending and receiving
emails. A little Google search on sending and receiving emails professionally would
be of help.

Characteristics of communication (Engelbrecht, 1999) outlined the following as

characteristics of communication:
 Communication always has an effect on the people or person involved in it.
 Communication is dynamic, because it is a process that is not stagnant. It evolves.
  Communication is transactional and always takes place between people or within a
person.
 Communication considers context, such as, a physical context (where),
psychological context (how), social context (with whom) and a time context (when).
Obi-keguna, Agbawodikeizu & Uche 65
 Communication involves everything about a person. In fact, everything matters in
communication.
 Communication is a process of adaptation. There must be ongoing learning and
adaptive tendencies, so as to accommodate and understand messages being
passed across.
 Communication is continuous, in the sense that it builds up over time.
Communication is inevitable. It takes place all the time. Even when a person
chooses not to communicate, that in itself is communication.
 Communication is non-recurrent because reactions are hardly repeated exactly.
 Communication seems to be irreversible, because something that has already
taken place would be somewhat difficult to change. However, attempts to alter the
effects of communication can be successful.
 Communication is guided by rules and culture.
Communication encompasses content (what the message is) and process (how the
message is passed).

Tools in Social Work Practice

Among the most important and commonly used in work with all kinds of clients system
are the interview, social work records, communication, community resources, and
program and activities. These tools, if they are to be used effectively, require certain
technical skills from the practitioner.
Interviewing
An interview is a face-to-face meeting between two or more persons, directed towards a
purpose, such as to obtain information, to give instruction and to help.
A interview involves both verbal and non-verbal communication which will be discussed
separately under the tool “ Communication.”
Interviewing is both an art and a technique which requires knowledge and skill. It is an
art because while interviewers may follow the same principles, it allows for the
expression of one’s personality. The following are among the skills required for an
effective interview:

1. Skills relating with the interviewee;

a. Accepting people as they are
b. Individualizing people
c. Protecting the confidentiality
d. Exercising discipline in the use of one’s self
e. Slowing interviewee to participate and become self-determining
2. Skills in observing the interviewee
- Very observant, is sensitive to what his eyes can see
- The physical appearance of the interviewee, his facial expression, gestures,
body movement and the like.
3. Skills in listening- social worker listen before she talks, or starts the interview
usually by giving its purpose, and then lets the interviewee talk.

The interview says, “ Everything I do is wrong. The interviewer can respond in

any of the following:

- Everything you do is wrong

- Everything
- What do you mean….
- I am not sure I understand what you mean
- Perhaps you would like to tell me about it…
- Tell me about the ‘everything”
- Silence ( Just being silent, with a waiting expression on one’s face, can
encourage the interviewee to continue talking.
4. Skill in asking question- an interviewer would do well to remember that a a
friendly manner in asking questions can make the difference between her getting
correct or wrong information, and a responsive or hostile reply.
5. Skill I answering personal questions- Just as asking personal requires skill, so
does answering personal questions.
6. Interpreting the client’s response- The interviewer gives meaning to the
client’s words, expression and behavior. The worker should exercise care in
order to arrive at objective and accurate interpretation. “ know yourself is the
good motto of the interviewer. Unless she understand herself well enough, she
might be ascribing to the other person’s ideas, feelings, or fear which are really
own.

Purposes of Interviewing
1. Client Assessment
Identify Needs: Interviews help social workers assess the individual needs of clients,
including emotional, psychological, and social needs.
Gather Background Information: Collecting comprehensive background information to
understand the client's history and context.
2. Building Rapport
Establish Trust: Creating a safe and trusting environment for clients to share their
experiences and challenges.
Enhance Communication: Fostering open communication to encourage clients to
express their feelings and concerns.
3. Developing Treatment Plans
Collaborative Planning: Engaging clients in discussing their goals and preferences,
leading to collaborative treatment planning.
Set Objectives: Identifying specific objectives and strategies to help clients achieve their
desired outcomes.
4. Problem-Solving
Explore Solutions: Helping clients explore potential solutions to their problems by
discussing various options and resources.
Facilitate Decision-Making: Assisting clients in making informed decisions regarding
their situations and available services.
5. Advocacy and Support
Empower Clients: Supporting clients in advocating for their rights and needs within
various systems (e.g., legal, educational).
Resource Connection: Identifying and connecting clients with community resources and
services that can assist them.
6. Monitoring Progress
Evaluate Effectiveness: Regular interviews allow social workers to monitor client
progress and evaluate the effectiveness of interventions.
Adjust Plans: Providing opportunities to adjust treatment plans based on ongoing
assessments and feedback.
7. Cultural Competency
Understand Cultural Context: Interviews help social workers understand the cultural
backgrounds and values of clients, ensuring culturally sensitive practices.
Address Barriers: Identifying and addressing any cultural or systemic barriers that may
affect the client's situation.
8. Documentation and Reporting
Record Information: Interviews provide a basis for documenting client interactions,
assessments, and progress.
Inform Stakeholders: Supporting communication with other professionals and
stakeholders involved in the client's care.