Power can be subtle and unspoken

What this means 

Behaviour and non-verbal cues can carry as much weight as words do (and sometimes more). This doesn’t mean that words are unimportant – but it does mean that, if only words are considered, many of the power dynamics will be missed. 

The Evidence Review group enjoyed lively debates on the power of language. While there was agreement that labelling should be respectful to how people wished to describe or identify themselves, and that using jargon was often an expression of professional power, other debates – such as whether someone should be called a ‘service user’ – generated some frustration. It was sometimes seen as an example of the system talking to itself about minutiae, and sucking oxygen from other important issues. I hate discussions on language. As one group member said: Call me what you like, do the job you’re supposed to do and make the service you’re offering better.

Overall, it was considered that words were only one part of the overall attitude someone displays. Indirect power dynamics - such as through body language, spending limited time with people, and power over where to hold meetings - make themselves known, even if careful language is used. 

I don’t speak acronym! 

The research 

There is much literature on ‘correct’ or preferred ways to describe people who draw on social care – which has been co-developed by people with care and support needs. This can help with the baseline respectful attitude that the group found to be important. For example, the Alzheimer’s Society has a guide to talking about dementia (co-created with people living with dementia); and the Mental Health Foundation has some considered work on words and phrases used in mental health. 

Mehrabian and Ferris (1967) wrote of how, in situations dealing with feelings and attitudes, facial expression was the most significant factor in how people understood what was said, followed by tone of voice. The actual words someone said came last. Yet, in social care research, far less is written about the implicit power of body language and behaviour in social care than is written about written and spoken language. Nevertheless, there are some small-scale studies that indicate its importance. 

Mandal (2014) argues that non-verbal signs are often directly related to power, because they are about ‘…hierarchy and priority among communicators’ (p.418). Wright (2012) found that non-verbal communication was highly valued by social workers, but that confidence in it was ‘lukewarm’; however, this confidence improved when workers were given specific training in it. Walter and Shenaar-Golan (2018) found that including non-verbal communication and body language in social work education enhanced students’ empathy, and helped their awareness of this type of communication in their own practice. 

The value of paying attention to this is clear from a study by Osterholm and Samuelsson (2015). This research looked at how people with dementia were assessed. It found that the most common response was to talk over the person’s head, and to ignore conversational initiatives from them. This could sometimes take place alongside other ways to demonstrate power - such as implying lack of competence, or neglecting to investigate anything about their life beyond dementia. 

In the field of learning disability, particularly when thinking about people with severe or multiple learning disabilities, there has been more focus on how non-verbal communication (facial expressions, gestures, eye contact, for example) is used. Phelvin (2013) found practice to be variable, with intuition and individual relationships valued alongside more formal communication aids and techniques. While this was seen as largely positive, there could be inadvertent effects, such as practitioners projecting their own agendas on to a person with learning disabilities – a form of confirmation bias, where a professional filters only the information that supports a pre-existing view. 

What you can do 

If you are in direct practice: Whatever the situation, body language and non-verbal communication is important in social care. Mirroring a person’s pose, nodding and smiling can enhance rapport, while defensive postures like folded arms (or confrontational gestures like pointing) can all hamper relationship-building. In addition, reflect on how these non-verbal cues might come across to people who primarily use non-verbal communication. 

Ask someone you trust to give you honest feedback on what they think your body language conveys. Think about this specifically in terms of power. Does this reflect an existing power imbalance - for instance, that you are the ‘busy professional’ and someone must fit in around you? Or, that you are distracted by other things in your workload? 

Now you are aware of it, how can you change this? 

If you are a senior leader: Issues around language, body language and non-verbal communication don’t always relate to individual workers. Are there systemic issues at play? Is language that expresses power part of a team or organisational culture that, therefore, requires an organisational response? 

Speaking to your citizens will help you notice patterns of positive (or otherwise) methods of communication. What is valued? Where are the difficulties? Do they indicate action at an individual practitioner level, or something more organisational? 

What (if any) training do you offer on non-verbal forms of communication? How can you encourage practitioners to continually reflect on, and ‘drain the power from’, body language and behavioural cues? 

Further information

Read and watch

Mencap has a guide and video about communicating with people with a learning disability, including the use of Makaton (a language using signs, symbols and speech).