Chapter 5: Communication Techniques and Strategies Flashcards
What are the 3 steps for giving feedback?
1) Set a Goal
2) Select Your Facts
3) Deliver The Feedback
This step for giving feedback is meant to correct misinformation, to help the client perform an activity more safely/effectively, to inform the client about the effects of certain behaviours on them and you as the practitioner.
1) Set a Goal
This step for giving feedback is about choosing information about the situation, based on research, from your own observations, and about your feelings and concerns.
2) Select Your Facts
What are the 7 steps for delivering feedback?
1) Ask permission to give feedback
2) State your goal
3) Solicit questions
4) Explain the situation
5) Check for understanding
6) Ask for a response
7) If appropriate, discuss possible solutions
What are 4 things you can do when receiving feedback?
1) Thank the client
2) Clarify facts
3) Apologize
4) Discuss possible solutions
A communication method in which the essence of a message is captured and relayed back by rephrasing what the other person said, rather than repeating it in verbatim.
Reflection
Hesitation or wavering, ambiguous comments, a sudden change in voice tone or body language are all clues of ____________.
Unspoken Concerns
________ are more effective than monologues. Two-way communication is essential for helping clients feel comfortable bringing up any concerns. Practitioners should avoid dominating the conversation, as it will leave the client feeling passive and disempowered.
Dialogues
A three-step communication process of speak, invite, and reflect. This cycle can be repeated as needed.
Interactive Speaking
A step of interactive speaking where you can say what you have to say.
1) Speak
A step of interactive speaking after you have made your point, in which you allow the other person to respond.
2) Invite
A step of interactive speaking where from time to time, you should succinctly restate the essence of the other person’s message.
3) Reflect
What are 3 pieces of information for an informed consent discussion?
1) WHAT you propose to do next
2) WHY you believe it is beneficial
3) HOW it might affect the client
Nonverbal communication in which people reveal clues to unspoken intentions or feelings through their physical behaviours, such as posture, gestures, facial expressions, and eye movements.
Body Language
The practitioner can share their direct observations, third-person statements, explain alternatives, or express openness to the client’s input when responding to ____________.
Body Language
Breaking eye contact, crossing arms, gasping, sighing, or tensing up are all considered ____________.
Nonverbal Reactions
Keeping your clients well informed through ________ them is beneficial for many reasons.
Educating
A person’s preferred method to take in information.
Learning Preferences
What are the 3 most common learning preferences?
1) Auditory
2) Kinesthetic
3) Visual
A learning preference where clients prefer to learn from what you say.
Auditory
A learning preference where clients prefer to learn from stories that a visceral or emotional connection, or from having them physically perform an exercise or role-play a situation.
Kinesthetic
A learning preference where clients prefer to learn from demonstrations or written materials.
Visual
A communication process designed to minimize misunderstandings in boundary discussions and help in the skillful responses to any challenges. It consists of four stages of increasingly forceful conversations.
Assertion Sequence
What are the 4 stages of the assertion sequence?
1) Agreement Discussion
2) Follow-Up
3) Confrontation
4) Termination
This stage of the assertion sequence involves discussing what, why, consequences, obstacles, and recap.
1) Agreement Discussion
A special case used if a client crosses a boundary that you never discussed with them. Stick to discussing what, why, obstacles (if relevant), and recap.
After-the Fact Agreement
This stage of the assertion sequence involves desirable behaviour reinforcement, ongoing reminders, and broken agreement discussion.
2) Follow-Up
This stage of the assertion sequence involves explanation, solution generation, consequences, reflection, refocus, and recap.
3) Confrontation
This stage of the assertion sequence is considered if a client repeatedly violates a boundary, even after a well-conducted confrontation meeting.
4) Termination
