Chapter 5: Communication Techniques and Strategies

Question 1

What are the 3 steps for giving feedback?

Answer 1

1) Set a Goal
2) Select Your Facts
3) Deliver The Feedback

Question 2

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.

Answer 2

1) Set a Goal

Question 3

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.

Answer 3

2) Select Your Facts

Question 4

What are the 7 steps for delivering feedback?

Answer 4

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

Question 5

What are 4 things you can do when receiving feedback?

Answer 5

1) Thank the client
2) Clarify facts
3) Apologize
4) Discuss possible solutions

Question 6

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.

Answer 6

Reflection

Question 7

Hesitation or wavering, ambiguous comments, a sudden change in voice tone or body language are all clues of ____________.

Answer 7

Unspoken Concerns

Question 8

________ 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.

Answer 8

Dialogues

Question 9

A three-step communication process of speak, invite, and reflect. This cycle can be repeated as needed.

Answer 9

Interactive Speaking

Question 10

A step of interactive speaking where you can say what you have to say.

Answer 10

1) Speak

Question 11

A step of interactive speaking after you have made your point, in which you allow the other person to respond.

Answer 11

2) Invite

Question 12

A step of interactive speaking where from time to time, you should succinctly restate the essence of the other person’s message.

Answer 12

3) Reflect

Question 13

What are 3 pieces of information for an informed consent discussion?

Answer 13

1) WHAT you propose to do next
2) WHY you believe it is beneficial
3) HOW it might affect the client

Question 14

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.

Answer 14

Body Language

Question 15

The practitioner can share their direct observations, third-person statements, explain alternatives, or express openness to the client’s input when responding to ____________.

Answer 15

Body Language

Question 16

Breaking eye contact, crossing arms, gasping, sighing, or tensing up are all considered ____________.

Answer 16

Nonverbal Reactions

Question 17

Keeping your clients well informed through ________ them is beneficial for many reasons.

Answer 17

Educating

Question 18

A person’s preferred method to take in information.

Answer 18

Learning Preferences

Question 19

What are the 3 most common learning preferences?

Answer 19

1) Auditory
2) Kinesthetic
3) Visual

Question 20

A learning preference where clients prefer to learn from what you say.

Answer 20

Auditory

Question 21

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.

Answer 21

Kinesthetic

Question 22

A learning preference where clients prefer to learn from demonstrations or written materials.

Answer 22

Visual

Question 23

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.

Answer 23

Assertion Sequence

Question 24

What are the 4 stages of the assertion sequence?

Answer 24

1) Agreement Discussion
2) Follow-Up
3) Confrontation
4) Termination

Question 25

This stage of the assertion sequence involves discussing what, why, consequences, obstacles, and recap.

Answer 25

1) Agreement Discussion

Question 26

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.

Answer 26

After-the Fact Agreement

Question 27

This stage of the assertion sequence involves desirable behaviour reinforcement, ongoing reminders, and broken agreement discussion.

Answer 27

2) Follow-Up

Question 28

This stage of the assertion sequence involves explanation, solution generation, consequences, reflection, refocus, and recap.

Answer 28

3) Confrontation

Question 29

This stage of the assertion sequence is considered if a client repeatedly violates a boundary, even after a well-conducted confrontation meeting.

Answer 29

4) Termination