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SW 500 Mid-term > Building Blocks of Effective Communication > Flashcards

Building Blocks of Effective Communication Flashcards

1
Q

Clarifying the roles of participants:

1. Determine your clients’ “?”:

A

expectations

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2
Q

Clarifying the roles of participants:
(especially) when working involuntary clients, explain the nature ?of the and define the client-social worker relationship as? that seek ?

A

helping process,
partners,
solutions to clients difficulties

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3
Q

Essential elements of clarifying roles (1) acknowledging and empathizing with the client’s ? and sense of ?

A

unrealistic expectation,

urgency

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4
Q

Essential elements of clarifying roles (2) expressing the social
worker’s ?

A

helpful intent

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5
Q

Essential elements of clarifying roles (3) explaining why the client’s ? cannot be fulfilled

A

unrealistic expectation

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6
Q

Essential elements of clarifying roles (4) places responsibility on the client for actively ?and ultimately?

A

participating,

making choices

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7
Q

Facilitative Conditions: 3

A
  1. Empathy
  2. Respect or non-possessive warmth
  3. Authenticity or genuineness
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8
Q

Empathic communication involves the ability of the social worker to perceive accurately and sensitively ? of the client and to communicate
his or her ? of these feelings in language attuned to the client’s
experiencing of ?.

A

the inner feelings,
understanding,
the moment

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9
Q

Empathic communication plays a vital role in nurturing and sustaining the ? and in providing the vehicle through which the social worker
becomes emotionally ? and ?in the client’s life.

A

helping relationship,

significant and influential

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10
Q

Being empathically attuned also involves IDENTIFYING the client’s ? emotions and DISCOVERING the meaning and ?of the client’s feelings and behavior.

A

underlying,

personal significance

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11
Q

“Being with” the client means that the social worker focuses
intensely on the client’s ? state without losing
perspective or taking on the experienced by
the client.

A

affective,

emotions

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12
Q

Empathic responding
involves understanding the other person’s feelings
and circumstances without?

A

taking that person’s side

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13
Q

Developing Perceptiveness
to Feelings: the social worker
must be fully aware of the diversity of ? and needs a rich vocabulary of ? that not only reflect clients’feelings accurately but also capture the ? of those feelings.

A

human emotion,
words and expressions,
intensity

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14
Q

Uncovering feelings beyond the client’s ? before a ? relationship is firmly established tends to mobilize ? and may precipitate of ?.

A

awareness,
working,
opposition,
premature termination

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15
Q

Responding with reciprocal empathy:
Reciprocal empathic responding facilitates the development of a ?and fosters the climate of understanding necessary to promote ? and ?.

A

working relationship,
communication,
self-disclosure

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16
Q

Reciprocal responses paradigm:

A

You feel — about — because —.

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17
Q

Multiple Uses of Empathic

Communication: 1. Establishing Relationships with Clients in?

A

Initial sessions

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18
Q

Multiple Uses of Empathic

Communication: 2. ?with Clients

A

Staying in Touch (attuned to current feeling)

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19
Q 
Multiple Uses of Empathic
Communication: 
3. Accurately Assessing?
-The levels of empathy offered by social workers are likely to correlate with their
clients’ levels of?
A

Client problems,

self-exploration.

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20
Q

Multiple Uses of Empathic

Communication: 4. Responding to Clients’?

A

Nonverbal messages

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21
Q

Multiple Uses of Empathic

Communication: 5. making Confrontations more?

A

palatable

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22
Q

Multiple Uses of Empathic

Communication: 6. Handling ? Presented by Clients

A

obstacles (ex. clt’s opposition)

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23
Q

Multiple Uses of Empathic

Communication: 7. Managing ? and patterns of?

A

anger,

violence

24
Q

Teaching clients respond empathically:

1. Teach clients the?

A

paradigm for empathic responding

25
Q

Teaching clients respond empathically: 2. Introduce clients to the list of?

A

affective words and

phrases

26
Q

Teaching clients respond empathically: 3. Intervene in sessions when clients ignore or fail to?

A

validate messages

27
Q

Teaching clients respond empathically: Give positive feedback when you observe clients?

A

listening to each other

28
Q

Authenticity (genuineness): Authenticity is defined as the sharing of ? by
relating in a 5 manner

A

self.

natural, sincere, spontaneous, open, and genuine

29
Q 
Paradigm for responding authentically.
(1)"I" 
(2) specific ? or ?
about
(3) neutral description of
because
(4) ? of situation on sender/others
A

feelings or wants
event
impact

30
Q

Two types of Self-Disclosure:

A
  1. self-involving statements

2. personal self-disclosing

31
Q

Guidelines for Responding Authentically: 1. Personalize messages by using the pronoun ?

A

I (ai)

32
Q

Guidelines for Responding Authentically: 2. Share feelings that lie at varying ?.

A

depths

33
Q

Guidelines for Responding Authentically: 3. Describe the situation or targeted behavior in ? or ? terms.

A

neutral or descriptive

34
Q

Guidelines for Responding Authentically: 4. Identify the specific ? of the problem situation or behavior on ?

A

impact,

others

35
Q

Cues (impetus) for Authentic responding:

  1. clients’ request for social worker’s ?2
  2. Social workers’ decision to share perceptions they believe will be?
A
  1. personal information and
    perspective
  2. helpful
36
Q

Authentic responding initiated by social workers:

1. Disclosing ? experiences

A

past

37
Q

Authentic responding initiated by social workers:

2. Sharing “4”

A

perceptions, ideas, reactions, and formulations

38
Q

Authentic responding initiated by social workers:

3. Openly (and Tactfully) sharing reactions when?

A

put on the spot.

39
Q

Authentic responding initiated by social workers:

4. When experiencing “?” in sessions.

A

discomfort

40
Q

Authentic responding initiated by social workers:

5. When client’s behavior is ?2

A

unreasonable or distressful

41
Q

Authentic responding initiated by social workers:

6. When clients give “?”

A

positive feedback

42
Q

Positive feedback can:

  1. Increase “?” of positive behavior
  2. Increase self-?
  3. Develop positive self “?”
  4. Initiate sense of “?3” over their situation.
A
  1. frequency, 2. confidence,
  2. image,
  3. satisfaction, accomplishment, and control
43
Q

SEEKING CONCRETENESS: Types of responses that facilitate
? of expression by clients.
Useful for:
1. Checking out “?”
2. Clarifying the meaning of “? or ?” terms
3. Exploring the “?” of conclusions drawn by clients
4. Assisting clients to “?” their statements
5. Eliciting specific “?”

A

specificity

  1. perceptions
  2. vague or unfamiliar
  3. basis
  4. personalize
  5. feelings
44
Q

Seeking concreteness (continued) useful for:

  1. Focus on the “?”, rather than on the distant past
  2. Elicit details related to clients’”?”
  3. Elicit details related to “?” behavior
  4. Clarify details of “?2”
A
  1. here and now
  2. experiences
  3. interactional
  4. timelines, expectations
45
Q

7 common Verbal Barriers:

1. “4” ing

A

Reassuring, sympathizing, consoling, excusing

46
Q

7 common Verbal Barriers:

2. Advising and giving suggestions or solutions “?”

A

prematurely

47
Q

7 common Verbal Barriers:
3. Using “?” or employing “?”
inappropriately

A

sarcasm, humor

48
Q

7 common Verbal Barriers:

4. “?2”, or placing blame

A

Judging, criticizing,

49
Q

7 common Verbal Barriers:

5. Trying to convince clients about the “?” through logic, lecturing, instructing, or arguing.

A

right point of view

50
Q

7 common Verbal Barriers:

6. Analyzing, diagnosing, or making glib or dramatic “?”

A

interpretations

51
Q

7 common Verbal Barriers:

7. Threatening, warning, or “?”

A

counterattacking

52
Q

9 (more) counterproductive
patterns of communication
1. ?questions
2. Asking “?” questions

A

stacking (asking multiple)

leading

53
Q

9 Counterproductive
patterns of communication:
3. “?ing” inappropriately or excessively

A

interruption

54
Q

9 counterproductive
patterns of communication:
4. “?ing” interaction
5. Fostering “?” social interaction

A

dominating

safe

55
Q

counterproductive
patterns of communication
6. “?ing” infrequently
7. “?ing”, or overusing certain phrases or cliches

A

responding

parroting

56
Q

Counterproductive
patterns of communication:
8. Dwelling on the “?”
9. Going on “?”

A 
remote past, 
fishing expeditions (pursuing content that is tangentially related to client concerns)

SW 500 Mid-term (4 decks)

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