2.1 Interpersonal Communication & Interview Techniques

Question 1

_________ _________ is the process of exchanging ideas, thoughts, and feelings between individuals.

Answer 1

Interpersonal Communication

Question 2

________ ________ is a fundamental part of interpersonalcommunication.

Answer 2

Active listening

Question 3

Ask ____________ questions whenever possible, as they providemore information, are considered less threatening, and develop trust.

Answer 3

open-ended

Question 4

Build trust and rapport in communicating with clients by finding ________ ________, such as shared goals.

Answer 4

common ground

Question 5

________ _______ are the way members of a group relate toeach other and the way the group relates to those outside the group.

Answer 5

Group dynamics

Question 6

The _______ _______ is the primary manner for obtaininginformation about the client to create an effective care plan, so it is imperative that the
information obtained be complete and accurate.

Answer 6

client interview

Question 7

The case manager should introduce herself, including her _____ and ______________________________.

Answer 7

name; whom she is employed by

Question 8

The _______ ________ is a collaborative,

client-centered approach to interviewing that focuses on helping the client discover his or hermotivation for change.

Answer 8

motivational interview

Question 9

Principles of motivational interviewing include:
• _____________________________________
• _____________________________________
• _____________________________________
• _____________________________________

Answer 9

• Express empathy
• Support self-efficacy
• Roll with resistance
• Recognize discrepancy

Question 10

Express empathy

Answer 10

See things as the client sees them.

Question 11

Support self-efficacy

Answer 11

Focus on the client’s skills, strength’s and previous successes.

Question 12

Roll with resistance

Answer 12

Do not increase resistance by confronting the client when resistance occurs.

Question 13

Recognize discrepancy

Answer 13

Help the client see the discrepancy between where he is and where he wants to be, without judgement.

Question 14

The basic approach used in motivational interviewing can be remembered by the acronymOARS: 
O  ​\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
A​  \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
R  \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ 
S  \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Answer 14

Open-ended questions
Affirmations
Reflections
Summaries