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Chapter 5 Communication in Social Work

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Obi-keguna, C., Agbawodikeizu, U. & Uche, I. (2017). Communication in Social Work. In Okoye, U., Chukwu, N. &
Agwu, P. (Eds.). Social work in Nigeria: Book of readings (pp 60–69). Nsukka: University of Nigeria Press Ltd.

Communication in Social Work

5 Obi-keguna Christy, Agbawodikeizu Uju & Uche

Ijeoma

S
ocial work deals with both simple and complex problems troubling the
welfare and wellbeing of people. Understanding these problems takes a
great deal of communication. This is why communication in social work
is central to effective practice. Such communication measures include, oral,
non-verbal or paralanguage, and virtual (ICT-based) communication
(Trevithick, 2005). All of these measures apply to social work intervention.

Communication is as old as man. In traditional Nigerian society, people

communicated using various measures such as wooden drums (Ikoro), slit drum
(Ekwe), metallic gongs (Ogene or Agogo), wooden flutes (oja), smokes, and
more generally, the town criers. Each of these measures had messages being
passed, with the people having full understanding of them. (Okoro, 2010;
Ushie, 2015). This goes to show that in human interaction, communication is
central, and without it, humans can’t co-exist. In that case, if any profession is
aimed at studying humans and their interactive processes, then such a
profession must pay attention to the fundamentals of communication. This must
have inspired Engelbrecht, (1999) to argue that the driving engine of social
work profession is communication. In corroboration, Nelson (1980) asserted
that social work was one of the first professions to recognize the importance of
communications skills and the link of same to effective practice. Therefore, it
is expected that every social worker should have the dexterity in utilizing
communication to the tasks of problem identification, assessment, intervention
planning, evaluation and termination, taking into consideration the uniqueness
and peculiarities of groups and individuals (Bodie, 2010).

Communication is defined as the process by which thoughts or feelings are

conveyed, either verbally, non-verbally, or virtually, across different persons,
groups or systems (The Terminology Committee for social work, 1995).
According to Ellis and McClintock (1990) communication is described as a
linear, one-way process in which a sender intentionally transmits a message to
a receiver, which should be guided by the intent to ensure comprehension.
Trevithick (2005) added that communication could be tied to all ways through
which knowledge is transmitted and received. In explaining the context specific
attributes of communication, Koprowska (2010) averred that communication is

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contextual and should align with the gender, cultural, social, knowledge base,
occupational, and age peculiarities of people.

Summarily, communication is the process of sharing information, thoughts and

feelings between people through speaking, writing or paralanguage. In the
context of social work, effective communication follows through facilitating a
common understanding, changing behaviors and acquiring information. Good
communication as a social worker requires the expertise to be both sensitive
and understanding of clients’ situation in order to build rapport with the client,
with the purpose of charting treatment pathways, and eventually fostering
desired change (Trevethick, 2008). Communication in social work is vital to
engaging clients (individuals, groups and communities), himself/herself
(intrapersonal communication), colleagues, and other professionals, in the
context of interventions and helping relationships (Shaw, 2005).
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

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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. Social workers practicing in Nigeria
should try to understand paralanguage expressions that are common among
Nigerians, and across the numerous cultures of Nigeria. For instance, Nigerians
are fond of hissing when in distress, sizing up people with their eyes moving to
and fro the heads to feet of people, holding their waists when tired and worried,
standing bent and smiling narrowly when tired over a conversation, etc. 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 non-
verbally 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.

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 Obi-keguna, Agbawodikeizu & Uche

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

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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.

Forms of communication
According to Engelbrecht, L. K. (1999), there are different types of
communication which a social work practitioner uses, and should gain mastery
over. They are:

Intrapersonal communication: To communicate with yourself.

Interpersonal communication: To communicate with one other (or more)
person.
Small group communication: To communicate with people in a group
situation so that everyone has the opportunity to participate.
Public communication: To communicate with a group who form an audience
and who are too many to enable participation.
Written communication: To communicate in written form with familiar or
unfamiliar people in a formal or informal manner.
Electronic communication: To communicate with people by means of the
electronic media, for example, a radio, television, computer or smart device.
Communication through the use of mediators: To communicate with people
by means of an interpreter, facilitator or any other representative Adler &
Rodman (1994) and Devito (1997).

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).

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 Obi-keguna, Agbawodikeizu & Uche

 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).

Barriers to effective communication

Communication is indeed a complex process. There are many reasons why
communication may fail. In many communications, the message (what is said)
may not be received exactly the way the sender intended. Sometimes the
encoder will send a message to the decoder but he (decoder) will be unable to
decode the message. This is a big communication barrier. It is, therefore,
important that the communicator uses feedback mechanisms like further
questions (Do you get what I am trying to say? Hope you are okay with my
position?), and checking out non-verbal reactions, to check if message is clearly
understood (Allen, Hunter & Donohue, 2009).

One of the keys to a successful relationship is good communication. However,

there are barriers that interfere with good communication (Dailey, 2017). The
following are the common barriers to effective communication according to
Hargie (2011).

The use of jargon

These are over-complicated, unfamiliar and/or technical terms. There exist
some jargons in Nigeria in terms of slangs, for example: Fashi am (forget about
it), Peche (chill out), Amebo (Gossip) and Awoof (Free things) among others.
These types of languages can make a client or the social worker not to
understand each other. This in turn causes a gap between the social worker and
the client(s). Social workers are advised to avoid unnecessary usage of slangs
in professional communication, and should completely abhor foul expressions.
More so, professional jargons should be barely used when relating with clients.
Where used, it is important a follow-up explanation is made immediately.

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 Communication in Social Work

Emotional barriers and taboos

Some people may find it difficult to express their emotions and some topics
may be completely taboo. Taboo or difficult topics may include, but are not
limited to, politics, religion, disabilities (mental and physical), sexuality and
sex, racism and any opinion that may not augur one with someone given his or
her experience, affinity, status or culture. For instance, Nigerians are very
conservative people and culturally oriented. This feature might hamper sexual
related communication, inquiries to understanding reasons for one’s disability,
or even the way and manner greeting gestures are received.

Physical disabilities and physical barriers

Not being able to see the non-verbal cues, gestures, posture and general body
language can make communication less effective. This often affects those who
have visual problems, hearing defects, and those unable to see themselves.
Phone calls, text messages and other virtual communication methods could be
less effective, as to compare to face-to-face communication. Physical barriers
could also include noise, poor lighting or harsh temperature. These barriers can
affect messages being passed. Noise (manmade noise and machine instigated
noise) could be distracting and disturbing. Too hot or too cold temperature
could also be worrisome. Poor lighted places could impede possibilities of
seeing facial cues (Dailey, 2017).

Language differences and the difficulty in understanding unfamiliar

accents
This could cause serious gaps in effective communication. For example, a
youth corps-member was posted to Afikpo, Ebonyi State of Nigeria. On getting
there, people were greeting him “jookwa” which means welcome. The copper
understood it to be “Okwa” (calabash) in his own language. He travelled home
and loaded a bus full of calabash, thinking that they needed calabash
desperately, prompting everyone who met him to say so. He saw it as a business
opportunity but was disappointed because he was unable to make the expected
profit he thought.

Expectations and prejudices which may lead to false assumptions or

stereotyping
People often wait to hear what they expect to hear, rather than what is actually
said. For such reasons, they are bound to make incorrect conclusions and
inferences.

Cultural differences
Norms of social interaction vary greatly in different cultures, including the ways
emotions are expressed. Nigeria is a multi-cultural society with over 250 ethnic
groups. Some of these cultural practices are embedded in our religion.
Understanding the different cultures in our society helps the social work
practitioner to deliver his services effectively without any problem. However,

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 Obi-keguna, Agbawodikeizu & Uche

some of these cultural practices affect communication and social work service
delivery in Nigeria. For example, a female social worker working or practicing
social work in Northern Nigeria, must have to be careful of what she wears
because of the dictates of Islamic religion and Sharia laws.

Other barriers include: subject irrelevance, differences in perception, age,

gender, and lack of interest.

Importance of communication to a social worker

As a social worker, effective communication is significant, because it helps to
build a relationship between the social worker and the client. Social workers
communicate with clients as well as other professionals to obtain essential
information that is relevant to the client’s needs. Various types of
communication are pertinent to social work. Communication is not only
speaking. It also involves listening skills, body language/gestures, being in
control of emotions, and engaging virtually. However, building trust with the
client is most important in order to be an effective and successful social worker.
Effective communication helps to understand others and their situations better,
and enables a warm environment that allows resourceful ideas, concern, and
problem-solving (Shaw, 2005; National Association of Social Work, 2005).

Given the outlined examples, it is clear that no significant change occurs in a

client’s situation without effective communication. Thus, the social worker
must ensure that his or her communication processes with clients, be it an
individual, group or community, must observe communication etiquettes across
all kinds of communication platforms. The aim is to make and have messages
understood the way they are intended, being professional with understanding
the what, how, and when of communication, as well as envisaging possible and
potential reactions to communication made.

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