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Health Coach Certification > Chapter 5: Connection Through Communication > Flashcards

Chapter 5: Connection Through Communication Flashcards

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1
Q

Lasswell’s model for communication: 5

A 
who
says what
in which channel
to whom 
with what effect
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2
Q

who=

says what=

in which channel=

to whom=

with what effect=

A

who = communicator

says what = message

in which channel = medium

to whom - receiver

with what effect = effect

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3
Q

the ability to identify with people and relate to them in a way that increases your influence with them

A

connection

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4
Q

self trust (credibility) is built on 4 elements:

A

capabilities
integrity
results
intent

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5
Q
  • make and keep commitments to oneself
  • stand for something
  • be open
A

integrity

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6
Q
  • talents
  • knowledge
  • attitudes
  • style
  • skills
A

capabilities

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7
Q
  • a clear motive
  • a sound agenda
  • consistent behavior
A

intent

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8
Q
  • take responsibility
  • finish strong
  • expect to succees
A

results

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9
Q

relationship -trust based on 3 elements:

A

character based behaviors
competency based behaviors
character and competency based behaviors

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10
Q

5 character based behaviors:

A 
be honest
demonstrate repesct
create transparency
show loyalty
right wrongs
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11
Q

5 competency based behaviors:

A 
deliver results
get better
confront reality
clarify expectations 
practice accountability
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12
Q

3 character and competency based behaviors:

A

listen first
keep commitments
extend trust

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13
Q

D.I.S.C.

A

Dominant
Inspiring
Cautious
Supportive

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14
Q 
planning to communicate
encoding - carefully constructed message
choose best channel to send message
decoding - interpret a message
offering feedback
A

5 steps to communication

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15
Q

_ type personality

fast paced 
task-oriented 
result oriented
thrive on control 
want to know the "what" of the situation
A

Dominant

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16
Q

_ type personality

avoid withdrawing
assertive
nonverbally assertive
continuous eye contact
avoid chit chat
A

Dominant

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17
Q

_ type personality

outgoing 
people oriented
fast speaker and mover, decision maker
enjoy integrating and socializing
want to know the "who" of the situation
A

Inspiring

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18
Q

_ type personality

gently keep client focused
show enthusiasm
inquire about friends and family

A

Inspiring

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19
Q

_ type personality

reserved
people oriented
enjoy helping others
speak softly and slowly
not comfortable with quick decisions
want to know "how" of the situation
A

Supportive

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20
Q

_ type personality

health coach makes decisions
ensure client’s feelings are considered fairly
avoid a loud, pushy approach

A

Suportive

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21
Q

_ type personality

reserved
task oriented
want less emotion
monotone voice
want data
want to know "why" of a situation
A

Cautious

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22
Q

_ type personality

talk slowly
provide logic

A

Cautious

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23
Q

Health Coach moving in a _ manner:

offering information
providing a challenge
making specific suggestions about what the client should be doing

A

Authoritative manner

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24
Q

Authoritative approach: _

offer advice, guidance and information
offer direct suggestions for what clients can do to help themselves facilitate desired outcomes

A

prescriptive approach

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25
Q

Authoritative approach: _

the health coach offers his/her own experiences and point of view

A

Informative

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26
Q

Authoritative approach: _

mirror or reflect what the client has said
coach offers thoughts on what client said in a direct way
tell client what obstacles lie ahead

A

Confronting

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27
Q

Health Coach moving in a _ manner:

helping the client find his/her own solutions or decisions

A

Facilitative

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28
Q

Facilitative approach: _

coach helps client express emotions, fears, or thoughts that he/she has not previously confronted

must be 3 things:

A

Cathartic

empathetic
non-judgemental
good listener

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29
Q

Facilitative approach: _

ask questions to generate new solutions
create new options

must follow with: 4

A

Catalytic

active listening
mirroring
validating
empathizing

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30
Q

4 types of connections health coach should strive to make with clients:

A

visual - appearance, confidence

intellectual - confidence in knowing subject matter

attitude - positivity, say hello first

verbal - memorable, positive language

31
Q

Facilitative approach: _

build confidence through empowerment, confidence and the client’s own strengths

offer praise, support, commitment and admiration

A

supportive

32
Q

6 elements of quality communication

A 
clear
concise
correct
complete
courteous
constructive
33
Q

Self-trust consists of: 3

A

integrity
intent
capabilities

34
Q

% of message is spoken words

% of message is tone of voice

% of message is body language

A

7%

38%

55%

35
Q

6 accepted facial expressions

A 
happiness
sadness
disgust
surprise
Fear
Anger
36
Q

eyes looking right/up

eyes looking left/up

A

guessing, fabricating or lying

recalling, retrieving facts or truthfulness

37
Q

_ helps a client overcome ambivalence to change

A

motivational interviewing

38
Q

Express empathy

Develop awareness of negative consequences

Roll with resistance

Support self efficacy

Avoid argumentation

A

5 core principles of motivational interviewing:

39
Q

Of all the skills involved in communication _makes the most difference

A

Active listening

40
Q

3 steps to active listening:

A

Mirroring
Validating
Empathy

41
Q

_ refers to the ability to relate to people of various backgrounds

A

Cultural competence

42
Q

Watchwords of motivational interviewing:3

A

Engaging
Guiding
Evoking

Respect the autonomy of the client

43
Q

_ stage

Validate clients position
Discuss risk of not taking action 
Raise awareness and need for change
Raise doubt
Increase perceptions of risks of not engaging in more healthful behavior
A

Precontemplation

44
Q

_ stage

Validate lack of readiness
Encourage client to evaluate cost and benefits of lifestyle change
Identify new positive outcome expectations
Increase desire for change by exploring ambivalences
(Not taking sides on the clients positions)

A

Contemplation

45
Q

_stage

Identify obstacles and assist with problem solving
Identify social support systems
Encourage client to take small steps
Explore a plan for overcoming obstacles

A

Preparation

46
Q

_ stage

Focus on social support system
Bolster the clients self efficacy
Focus on long term benefits
Encourage “right size” steps and explore how the process is working

A

Action

47
Q

_ stage

Help plan for continued support
Reinforce intrinsic motivation
Discuss how to cope with relapse
Focus on maintaining changes the client has made

A

Maintenance

48
Q

Express empathy

Identify where the unhealthy lifestyle conflicts with clients desire to live a healthier life

Avoid resistance with empathy not confrontation

Confidence building

A

4 steps to motivational interviewing

49
Q

the heart of effective communication is _ and the foundation is made up of_

A

listening

good questions

50
Q

5 types of questions:

A 
open ended
close ended
funnel questions
probing questions
leading questions
51
Q

_ questions begin with WHY, WHAT AND HOW

“describe for me”
“tell me more”
“how can I help you”

A

open-ended questions

52
Q

_ questions are used to check facts, confirm understanding or coming to a decision

brings conversation to an end

did you have DOMS”
“how did you feel about the workout”

A

close-ended questions

53
Q

_questions begin with close ended questions and slowly move into open ended questions

*useful when coach wants to learn more detail about a client’s specific concern

“were you able to stick to your eating plan”
“what was the most difficult obstacle sticking to the your plan?”

A

funnel questions

54
Q

_questions begin with WHO, WHAT WHEN, WHERE AND WHY and coupled with the word “EXACTLY”

“what exactly do you mean”
“why exactly was that”

A

probing questions

55
Q

_ questions seen in motivational interviewing encourage the client to move toward goals and embrace suggestions the health coach believes is worthwhile

A

leading questions (semi-directive)

56
Q

OARS MODEL

O

A

ask open-ended questions

goal is for client to share thoughts and feelings

57
Q

OARS MODEL

A

A

affirm the client’s thinking

validate client’s desires, needs and thinking

58
Q

OARS MODEL

R

A

listen refelectively

rephrase or mirroring what the client says

59
Q

OARS MODEL

S

A

summarize

health coach restates what the client says and means

60
Q

1 skill in communicating

A

active listening

61
Q

3 steps to active listening;

A

mirroring

validating

empathy

62
Q

verbal listening skill _

offering supportive comments

“well said, good point”

A

encouraging

63
Q

verbal listening skill _

health coach synthesizes what was heard in 1-2 sentences

A

summarizing

64
Q

verbal listening skill _

keeping the client’s thoughts connected “and then or please continue”

A

linking

65
Q

verbal listening skill _

opens the client’s mind to another possibility based on what the coach believes makes sense based on the client’s goals

A

explaining

66
Q

verbal listening skill _

empathize the feeling the client expresses

key to motivational interviewing

involves speakers words, words listener hears, what the listeners thinks the speaker means and what the speaker actually means

A

reflecting

67
Q

verbal listening skill _

refining understanding

“please correct me if I am wrong”

A

clarifying

68
Q

verbal listening skill _

repeat words back to client to confirm correct understanding

“let me repeat back what you just said”

A

paraphrasing

69
Q

the ability to and work effectively with people from different cultures

A

cultural competence

70
Q

_is affected by the way people select, organize and evaluate stimuli

A

perception

71
Q

3 steps to handling a disatisfied client

A

ask client to share their experience

validate the client’s concern

respond with empathy

72
Q

3 A’s of high level health coach

A

available
affable - friendly, good natured
able

73
Q

Crossed arms =

Biting lip=

Cracking knuckles=

Rubbing nose =

A

Crossed arms= defensive, closed not listening

Biting lip= tension

Cracking knuckles = comforting habit and attention seeking

Rubbing nose= may imply deception

Health Coach Certification (19 decks)

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