Chapter 11

Question 0

Why is disarming anger so important?

Answer 0

1. Eliminates an obstacle to true understanding.
2. Show clients you respect their message.
3. Enables you to understand the problem.
4. Allows you to practice empathy.
5. Focuses work on solving the problem.

Question 1

What are some common reasons for anger?

Answer 1

1. The client is angry about something the agency has done.
2. The client is angry about something you have said or done.
3. The client is fretful.
4. The client is exhausted.
5. The client feels overwhelmed.
6. The client is confused.
7. The client feels a need for attention.

Question 2

What is the number one mistake human service workers make?

Answer 2

Taking anger personally

Question 3

What is the four-step process in disarming anger?

Answer 3

1. Be appreciative
2. Ask for more information
3. Find something with which you agree
4. Begin to focus on a solution

Question 4

What are some things you do not want to do when the client is angry?

Answer 4

1. Do not become defensive
2. Do not become sarcastic or facetious
3. Do not act superior
4. Do not grill the client