Acceptance

Social workers who accept clients treat them humanely and considerately and afford
them dignity and worth (Biestek, 1957). Social workers convey acceptance by expressing
genuine concern, listening receptively, acknowledging others' points of view, and creat-
ing climates of mutual respect. Acceptance implies that social workers understand clients'
perspectives and welcome their views (Plant, 1970). Acceptance also suggests building on
clients' strengths and recognizing the potential they each have for growth and change.
A variety of factors block social workers' communication of acceptance. These fac-
tors include lack of self-awareness, insufficient knowledge of human behavior, projection
of personal perspectives onto clients' situations, prejudicial attitudes, unwarranted reassur-
ances, and the confusion of acceptance with approval (Biestek, 1957). Acceptance may also
threaten some people. Acceptance stirs apprehension in people who have histories of poor
relationships or experiences of alienation in their backgrounds (Goldstein, 1973).
Tillich (1962), an existentialist theologian, commented on the roots of acceptance in
his writings about the philosophy of social work. Tillich relates the roots of acceptance to
love-in Greek, agape, and in Latin, caritas-a "love which descends to misery and ugliness
and guilt in order to elevate. This love is critical as well as accepting, and it is able to transform
what it loves" (p. 15). However, this love is not charity, which simply contributes to causes
and provides an escape from the demands of critical love. In Tillich's view, the transformative
action of acceptance participates in the inner selves of others and affirms their humanity.

Individualization
All people are unique and possess distinctive capabilities. When social workers affirm clients'
individuality, they recognize and appreciate their unique qualities and individual differences.
They treat clients as persons with rights and needs rather than as objects, "cases," or "yet
another appointment." Social workers who individualize clients free themselves from bias
and prejudice, avoid labeling and stereotyping, and recognize the potential of diversity. They
demonstrate that clients have a right "to be individuals and to be treated not just as a human
being but as this human being with personal differences" (Biestek, 1957, p. 25).
Social workers necessarily draw on generalized information about people's situa-
tions. However, they acknowledge that each client's circumstances require adaptations of
these general schemes. Social work practitioners work with this particular client in this par-
ticular situation. The principle of individualization translates into actions that "begin where
the client is."

Purposeful Expression of Feelings

Emotions are an integral part of human life, and people experience a range of feelings. Cli-
ents need to have opportunities to express their feelings freely (Biestek, 1957). Although it
is not particularly prudent to encourage clients to gush unabashedly with sentiment or be
uncontrollably tied up with anger or negative feelings, social workers need to direct clients
to express their feelings purposefully. Social workers have to go beyond the content of
"just the facts" to uncover feelings that underlie these facts. By listening attentively, asking
relevant questions, and demonstrating tolerance and nonjudgmentalism, social workers
encourage clients to share both facts and feelings.
Although expressing feelings is desirable, a client's expression of feelings must be
purposeful-it must serve a purpose in the process of discovering solutions. The purpose
may
be to relieve pressure or tension in a way that releases the client for positive or con-
structive actions. Feelings also reveal the depth of the client's understanding of problems,
or feelings themselves may even be the problem. For some clients, expressing their feelings
to a concerned listener is a cathartic, or cleansing, experience that enables them to put their
situations in perspective.
Expressing feelings solidifies relationships. The purposeful expression of feelings
brings feelings into the open so that they can be dealt with constructively, allows for a more
accurate understanding of the affective or emotional elements of the situation, and provides
opportunities for demonstrating psychological support.

Nonjudgmental Attitudes
Nonjudgmental attitudes are foundational to effective working relationships. The premise
that all humans have dignity and worth forms the basis for nonjudgmental attitudes; non-
judgmentalism presumes acceptance.
Frequently, clients are in positions where they must critically examine themselves
and their situations. This requires taking risks, something they are not likely to do when
they feel judged (Keith-Lucas, 1972). Nonjudgmental social work "excludes assigning guilt
or innocence, or degree of client responsibility for causation of the problems or needs, but
does include making evaluative judgments about the attitudes, standards, or actions of the
client" (Biestek, 1957, p. 90).
Nonjudgment applies to all social work processes. However, certain circumstances-
such as occasions when clients feel demoralized, stigmatized, or blame-worthy-require
especially sensitive nonjudgmentalism. When clients' own feelings of blame and judgment
have heightened availability, they will likely interpret others' actions through that filter
of blame and judgment. For example, a couple seeking services to develop skills in resolv-
ing conflicts with their children are probably aware of the worker's attitudes toward them.
However, if the problem is the sexual abuse of their children, they would be keenly aware
of the slightest suggestion of judgmentalism by the social worker.

Objectivity
The practice principle of objectivity, or examining situations without bias, is closely related
to nonjudgmentalism. To be objective, practitioners avoid injecting their personal feelings
and prejudices into their relationships with clients. A highly personalized or unreasoned
judgment affects practitioners' assessments of clients and their situations. Slanted judg-
ments may cause social workers to select or to encourage one outcome over another inap-
propriately. Practitioners' educational experiences, understanding of the social world, life
experiences, beliefs, varying positions of privilege, values, and physical predispositions all
affect their objectivity.

Controlled Emotional Involvement

Social workers who control their emotional involvements with clients gain perspective from
their understanding of human behavior, seek direction for relationships from the general
purpose of the social work profession, and respond to clients' feelings with sensitivity (Bi-
estek, 1957). Uncontrolled emotional responses range from a lack of investment in clients
to an overidentification with clients' points of view.
Social workers who lack investment detach themselves from clients and fail to care
about clients and their situations. Coldly objective social workers deal with clients as
objects-people to study, manipulate, or make to change (Keith-Lucas, 1972). Profession-
als' detachment often leads to clients quitting their work prematurely. It may also signal
to clients that workers lack concern, and it can add layers to clients' feelings of despair,
worthlessness, and anger.
Overidentifying with clients means that social workers are unable to differentiate
their own responsibilities from clients' responsibilities in resolving problems or that social
workers confuse their own perspectives with clients' situations. Overidentification impedes
objectivity and neutrality. Workers may overidentify with clients when they perceive clients
as either quite similar to or quite different from themselves. There are perils in too much
similarity. Help may occur initially; however, "there is no more harmful a helper than the
person who has successfully solved a problem, taken credit for it, and has forgotten what
it cost him to overcome it" (Keith-Lucas, 1972, p. 60). When clients' situations seem ex-
tremely sad, desolate, or bleak, charitable do-gooding can override professional judgment.
Or when clients seem repugnant or their problems are extremely unbelievable or deviant, it
may be difficult to control judgmentalism.

Accountability
The NASW (1999a) Code of Ethics holds professional social workers accountable for their
personal and professional conduct and comportment. Accountability means that social workers
must be competent in the methods and techniques they employ in their professional practice.
It means that workers take seriously their obligation to redress discriminatory and inhumane
practices, act with unquestionable professional integrity, and implement sound practice and
research protocols. Accountability extends to social workers' ethical responsibilities to their
clients, their colleagues and employing organizations, society, and the social work profession.