Revista Científica y Arbitrada de Ciencias Sociales y Trabajo Social ‘‘Tejedora’’: Vol. 4 (Núm. 7) (ene-jun 2021). ISSN: 2697-3626

The body language of the Social Worker and its influence on the quality of care

THE BODY LANGUAGE OF THE SOCIAL WORKER AND ITS INFLUENCE ON THE QUALITY

OF CARE

EL LENGUAJE CORPORAL DEL TRABAJADOR SOCIAL Y SU INFLUENCIA EN LA CALIDAD

DE ATENCIÓN

1

Zavala-Moreira Leydy Alexandra

2

López-Mero Patricia Josefa

1

Licenciada en Trabajo Social. Manta, Ecuador. leidy_zavala_moreira@hotmail.com

2

Decana de la Facultad de Trabajo Social de la Un iversidad Laica Eloy Alfaro de Manabí. Manta, Ecuador.

patricia.lopez@uleam.edu.ec https://orcid.org/0000-0002-6628-9586

ABSTRACT:

The objective of this study was to identify the body language of the social worker in the quality of care provided to

users of the Hospitals of Manta and Portoviejo. For this, a survey was applied to 260 users of Manta and 285 users

of Portoviejo attended in these health houses, which allowed to measure the degree of satisfaction that the user

perceives with respect to the quality of service provided by the social worker, considering the result made using the

servqual instrument, which determined that there is a high level of satisfaction. Conclusion obtained when analyzing

the results of applying the questionnaire, where each indicator was analyzed in a consolidated manner. However, in

the observation made to social work professionals, the need to implement a care manual that provides quality and

warmth to the user was evident. In addition, it is necessary to analyze the conditions that the institution provides

for the development of work activities, and especially aspects related to communication and language, body posture,

gestures and expressions of the social worker. We consider that this study contributes to the analysis of the adequate

handling of verbal and non-verbal communication that the social worker uses in the care she provides to users in

the health sector, to improve the quality of service in the social work area.

Keywords: Body language, social work, quality of service, communication.

RESUMEN:

El objetivo de este estudio fue identificar el lenguaje corporal del trabajador social en la calidad de atención que

brinda a usuarios de los Hospitales de Manta y Portoviejo. Para ello, se aplicó una encuesta a 260 usuarios de Manta

y 285 usuarios de Portoviejo atendidos en estas casas de salud, mismos que permitieron medir el grado de

satisfacción que percibe el usuario con respecto a la calidad de servicio que brinda la trabajadora social,

considerando el resultado realizado por medio del instrumento servqual, lo cual determinó que existe un nivel alto

de satisfacción. Conclusión obtenida al analizar los resultados de aplicar el cuestionario, donde se analizó cada

indicador de manera consolidada. Sin embargo, en la observación realizada a los profesionales de trabajo social, se

evidenció la necesidad de implementar un manual de atención que brinde calidad y calidez al usuario. Además, es

necesario analizar las condiciones que presta la institución para el desarrollo de las actividades laborables, y sobre

todo los aspectos relacionados con la comunicación y lenguaje, postura corporal, gestos y expresiones de la

trabajadora social. Consideramos que este estudio contribuye al análisis del manejo adecuado de la comunicación

verbal y no verbal que utiliza la trabajadora social en la atención que brinda a usuarios en el sector salud, para

mejorar la calidad del servicio en el área de trabajo social.

Palabras clave: Lenguaje corporal, trabajo social, calidad de servicio, comunicación.

179

Recibido: 28 de septiembre de 2020; Aceptado: 04 de enero de 2021; Publicado: 08 de enero de 2021.

Revista Científica y Arbitrada de Ciencias Sociales y Trabajo Social ‘‘Tejedora’’: Vol. 4 (Núm. 7) (ene-jun 2021). ISSN: 2697-3626

Zavala-Moreira & López-Mero (2021)

1

. INTRODUCTION

Communication is a vital and indispensable

on the quality of care provided to users in

the Hospitals of Manta and Portoviejo. As

elements in its structure this research

presents a support of literary review, with

mixed approach and descriptive transversal

method, with results, discussion, conclusion

and final recommendations, raising the

following question: How does the body

language of the Social Worker influence the

attention that he/she gives to users in the

Hospitals of Manta and Portoviejo?

element in the behavior of human body

language, is defined as the influence it has

for the internal development of a person, as

well as for the expression of feelings, ideas

and moods.

To transmit a message in a verbal way,

sometimes it can be interpreted in different

ways and with it not to reach the objective

to offer an effective information, checking at

the same time that the communication is not

only to emit a message, but also, it is to know

how to listen, to react and to give the

message (Leiva, 2017). That is why talking

about body language becomes relevant,

therefore, it is important that Social Workers

have a clear concept about the forms of

communication, allowing in effect an

effective link with users.

2

. MATERIALS AND METHODS

a) Methodology Design.

This research was based on a mixed

approach, of non-experimental type, whose

characteristic is transversal - descriptive,

therefore, the unit of analysis was centered

in the first place in the quantitative thing

referring to the measurement of satisfaction

of the users and in the qualitative thing on

the corporal language of the Social Worker.

Research has shown that over 65% of our

communication is non-verbal. This indicates

that the words, even when preparing the

best speech, may not be as important as

what the body, gestures and movements

denote (Herweijer, 2019).

b) Research Participants.

The need to take a sample through the

formula for finite populations was

estimated, having as sample 260 users from

This study aims to identify the body language

used by the Social Worker and its influence

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The body language of the Social Worker and its influence on the quality of care

Manta and 285 users from Portoviejo and 6

Social Workers.

d) Techniques Employed.

In accordance with the quantitative scope of

the methodological design of this research, a

10-question questionnaire was used as an

instrument, which includes 5 dimensions

and attributes of quality, according to the

model used SERVQUAL (Ramírez, 2017).

For the effect, the type of sample is

probabilistic based on a simple random

process, which allowed the collection of data

that determine the level of user satisfaction.

The Observation technique was used in 6

Social Workers, 2 of them belonging to the

Hospital of Manta and 4 social workers from

the Hospitals of Portoviejo, which

contributed significantly to determine which

is the body language adopted by the Social

Worker in the health sector.

In the qualitative scope, the Observation

technique was used as an instrument that

facilitated the collection of data on the

communication, language, body posture and

facial expressions adopted by the social

worker at his or her workplace.

c) Area of Study.

e) Statistical Analysis.

The area of study, as already mentioned, is

the Hospitals of the Ministry of Public Health

of the province of Manabí in the cantons of

Manta and Portoviejo.

For the analysis of the data collected

through the SERVQUAL instrument, the

following elements were considered:

Reliability; facilitated the evaluation of the

quality of care provided by the Social

Worker, and the efficiency in which she

delivers the procedures.

General Hospital Dr. Rodríguez Zambrano,

address; Manta barrio Santa Martha, 12th

street and 38th avenue to San Mateo. Verdi

Cevallos Balda Regional Hospital, address;

Portoviejo Rocafuerte and 12 de marzo.

Security; allowed to measure the veracity of

information provided by the social worker to

the user.

Hospital de Especialidades Portoviejo,

address; 15 de abril street and Uruguay

Avenue, Las Tres Marías Sector.

Tangible elements; helped to verify the

image of the social worker and the

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Zavala-Moreira & López-Mero (2021)

conditions of the place where the user is

received.

3. RESULTS

From the quantitative approach we present

the data obtained in the surveys carried out,

from a total of 260 surveys in the city of

Manta, considering each of the questions

that allowed to measure the impact in each

variable and to evaluate the satisfaction of

the user, it was determined that the users

have a level of satisfaction of 89% of

reliability in relation to the quality and

effectiveness of the attention; 90% of

security in relation to the veracity of the

information that the social worker provides

to the user; 76% in relation to the projected

image of the social worker and the site of

care. Although the level of satisfaction in this

variable is between 70% and 80% equivalent

to a medium level of satisfaction, it is

suggested to implement adaptations in the

place of attention to improve the well-being

of the user; an 86% satisfaction level

regarding the sensitivity of the Social Worker

in the attention given to the user; 90%

empathy regarding the respect and courtesy

given by the Social Worker to the user.

Sensitivity; used to determine if the Social

Worker listens carefully to the user when

they present their concerns.

Empathy; with this last element it was

possible to measure the interest and

courtesy that the social worker offers the

user in the health area.

Therefore, the following criteria were

considered to measure user satisfaction:

<

>

70 Unsatisfied

70 <80 Medium satisfied

80 <90 Satisfied

90 Very Satisfied

In the analysis of the Observation technique,

three criteria were used to evaluate:

Communication and language, body

posture, facial expressions and gestures.

With this, it was possible to determine the

importance of the adequate use of body

language that the social worker should

adopt in the care provided to users in the

health area.

Table 1. Tabulation of surveys of satisfaction of

the users in Manta

Variables

Reliability

Security

Impact

89 %

90 %

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The body language of the Social Worker and its influence on the quality of care

Tangible elements

Sensitivity

76 %

86 %

90 %

From a qualitative approach made by means

of the observation technique carried out to

the social workers of Manta, the fulfillment

of functions was determined according to

three criteria such as: language and

communication with a 0% fulfillment, body

posture with an average of 50% fulfillment,

expressions and gestures with an average of

88%, which in its effect shows a total

percentage of 55% fulfillment, in such a way

that the social workers have a low

percentage of fulfillment in their user service

functions.

Empathy

From a total of 285 surveys carried out in the

city of Portoviejo, considering each of the

questions that allowed to measure the

impact on each variable and to evaluate the

satisfaction of the user, it was determined

that the users have a level of satisfaction of

9

2% of reliability in relation to the quality

and effectiveness of the attention; 92%

confidence in the veracity of the information

provided by the Social Worker to the user;

9

2% in relation to the projected image of the

Table 3. Observation at the work place of the

Social Workers of Manta

Social Worker and the place of service; 91%

satisfaction level in relation to the sensitivity

of the Social Worker in the service provided

to the user; 95% empathy in relation to the

respect and courtesy that this professional

provides to the user.

OBSERVATION

QUESTIONS

%

YES NO O/C

COMPLIANCE

LANGUAGE AND

COMMUNICATION

QUESTION 1

0

2

1

0

1

0%

QUESTION 2

BODY POSTURE

QUESTION 3

QUESTION 4

QUESTION 5

QUESTION 6

0

1

2

0

2

1

0

0%

50%

100%

Table 2. Tabulation of satisfaction surveys of

users in Portoviejo.

Variable

Reliability

Security

Impact

92 %

91 %

95 %

EXPRESSIONS

AND GESTURES

QUESTION 7

QUESTION 8

QUESTION 9

2

1

2

0

1

0

100%

50%

Tangible elements

Sensitivity

Empathy

QUESTION 10

100%

55%

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In the observation made to the social

workers of Portoviejo, the fulfillment of

functions was determined according to

three criteria such as: language and

communication with an average of 75%

fulfillment, body posture with an average of

4. DISCUSSION

Once the research instruments have been

applied and the results have been tabulated,

analyzed and interpreted, they can be

discussed.

The Ávila study (2016) was taken as a

reference, with the theme: “Quality in health

care services from the point of view of the

user in the San Vicente de Paúl center in the

city of Esmeraldas”, in this work criteria were

taken into account to measure user

satisfaction with respect to care, which

were; very good, good, regular, and bad,

therefore, the most important findings

indicated that 94% of the users interviewed

perceived that the care received was very

good.

9

4% fulfillment, expressions and gestures

with an average of 75%, which in its effect

shows a total percentage of 83% fulfillment,

in such a way, that the social workers have a

high percentage of fulfillment in their

functions of attention to the user.

Table 4. Observation of Social Workers in the

workplace in Portoviejo

OBSERVATION

QUESTIONS

%

YES NO

O/C

COMPLIANCE

LANGUAGE AND

COMMUNICATION

QUESTION 1

3

0

1

75%

QUESTION 2

BODY POSTURE

QUESTION 3

QUESTION 4

QUESTION 5

QUESTION 6

Furthermore, according to the study

presented in this research, the analysis of

the surveys made to the users of the

Rodríguez Zambrano Hospital in the city of

Manta was carried out, and criteria were

used to evaluate the satisfaction felt by the

user with regard to the care received from

the social worker, the most relevant being

that 86% of the users are satisfied with the

care received at the hospital. These data

show a high level of satisfaction of the users

3

4

0

1

0

75%

100%

EXPRESSIONS AND

GESTURES

QUESTION 7

4

2

3

0

2

1

100%

50%

75%

QUESTION 8

QUESTION 9

QUESTION 10

83%

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The body language of the Social Worker and its influence on the quality of care

of this health house regarding the care

expressions, the social worker does not

show visual attention to the user, and has no

interest in actively listening to the concerns

of users.

provided to them.

In the case of the Verdi Cevallos Hospital and

Specialties Hospital in the city of Portoviejo,

the most relevant findings indicated that

Consequently, it is important to maintain

verbal and non-verbal communication that

demonstrates the quality of care that the

user should receive. However, the theory is

ratified according to research carried out by

the Instituto Ecuatoriano de créditos

educativos y becas (Ecuadorian Institute of

Educational Credits and Scholarships) (IECE,

9

3% of the users are very satisfied with the

attention received in these hospitals. These

data show the high level of satisfaction that

users perceive with the attention they

receive in the area of social work.

In addition, we also analyzed the data

obtained through the observation technique

performed on the social workers of the

Manta and Portoviejo hospitals, in which we

evaluated the communication, language,

and posture adopted by the social worker. It

was evident that they do not provide quality

and warm attention, therefore, the

communication and language used by the

social worker does not give clear

information, she does not introduce herself

with her name, and she does not give a

cordial welcome.

2

011), User's guide, where it refers to how

the user should be attended.

1. Introduce yourself with a warm

welcome when the user is received.

2

. Welcome the user with nice gestures

like a smile.

3

. Maintain the correct posture by sitting

in the work chair and forming a right

angle of 90°, the arms and forearms

when supported at the desk should form

a 90° angle.

With regard to body posture, the social

worker does not maintain a 90° upright

posture while sitting at her workplace.

4

. Maintain interest in conversation with

eye contact to the user.

5

. Listen carefully to the user when they

Lastly, there was also evidence of non-verbal

communication such as gestures and

present their concerns.

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6

. Saying goodbye to the user in a friendly

means that the users are very satisfied with

the attention given by the social worker in

these health houses.

way.

All the expressed allows to respond to the

objective of the investigation in analyzing

the influence that the body language of the

Social Worker has in the quality of attention

that she offers to the user, indeed the

professional of social work must conserve a

suitable body language and adopt a correct

posture, that guarantees an attention with

quality and warmth to the user.

In the body language that the social worker

adopts in the attention that she gives to

users, it was determined that she should

dominate in the area of language and

communication the following; the greeting

should be immediate when receiving the

user, it should be accompanied by some

verbal sample of courtesy, she should use an

appropriate language before the user, and

call him/her by his/her name.

5

. CONCLUSIONS

The purpose of this research was to measure

the level of satisfaction felt by users served

in the Hospitals of the Ministry of Public

Health in the city of Manta and Portoviejo,

according to the surveys conducted in

Manta, the result was a high percentage of

satisfaction, which means that users are

satisfied with the care they receive from the

social worker, even if the area where the

professional is located does not have

adequate parameters to receive the user.

Regarding the body posture that the social

worker should adopt in attention to the user

is the following; maintain the correct

posture to work in front of the computer

forming a right angle of 90º, with the back

completely supported by the back of the

chair, the seat should be in such a way that

the elbows are approximately at the height

of the surface on which you are going to

work, so that when you rest your hands on

the keyboard, your arm and forearm form a

9

0º angle, that is, a right angle; you should

Regarding the surveys carried out in the

Hospitals of Portoviejo Verdi Cevallos and

Especialidades, a higher percentage of

satisfaction was obtained as a result, which

have support material such as notebooks,

removable notes and pencil on hand. Not

just anything should be used for writing, it is

not aesthetic and professional.

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The body language of the Social Worker and its influence on the quality of care

Finally, the social worker should use gestures

and expressions in non-verbal

and Portoviejo Hospitals, who gave the

opening to apply the surveys and provide

valuable information that serves to generate

quality processes of user care, in addition to

each of the people who collaborated in this

study.

communication in the following manner: the

face should express cordiality through a

smile; maintain eye contact with the user,

while attending to their concerns, showing

interest in the conversation; listening

carefully to the user requires an effort of

cognitive and empathic abilities, active

listening is essential in attending to the user;

correctly dismiss the user with a “See you

later, thank you very much” accompanied by

a cordial attitude. The impact that generates

to the health sector the quality of service

and satisfaction of the user, is fundamental

in every institution, mainly when we speak

about health, therefore, it is possible to

conclude saying that the users feel satisfied

with the attention that they receive on the

part of the social worker in the Hospitals of

Manta and Portoviejo, being fundamental

the fulfillment of the guidelines raised in this

investigation on the language corporal that

the social worker must adopt in her work

position, so that it is perceived in the

satisfaction of the user.

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