Chapter 5: Techniques for Developing Rapport, Trust, and Open Communication with Clients Flashcards
In the Consultant-Client working relationship, what must the consultant do? (2 things)
- Hone interpersonal relationship and communication skills to facilitate an effective working relationship.
- Be aware of contextual demands that shape or will shape the relationship.
The consultant-client relationship is one of the most important aspects to mental performance consulting, True or False?
True
What is the relationship between the client and the consultant called?
A Working Alliance
Name 3 Characteristics of an Effective Working Alliance
- Collaboration
- An affective bond
- Mutual agreement on consultation goals and tasks
What are some common roadblock to the working alliance?
- Stigma
- Lack of fit or knowledge in the sports context (consultant cannot relate or is not experienced)
- Lack of understanding by client of the consultation process.
- Mismanagement of transference or countertransference.
When working with youth sports programs, who else needs to build and establish trust with the MPC?
- Parents
- Coaches
- Staff Members
What are some verbal and non-verbal ways in which the MCP builds rapport with clients?
Using silence
Questioning
Encouraging
Reflecting feelings
Summarizing
Active listening
Attending
MPCs must be mindful of clients’ individual and cultural influences with regards to communication skills to ensure respect within the working relationship.
Trust between clients and MPCs develops from authentic shared experiences in the consultation process. True or False?
True
What are 5 key things that MPCs contribute to the working relationship with a client?
- Honesty
- Commitment
- Knowledge and Expertise
- Counseling Skills
- Professional and Ethical Behavior
What are 3 key things that Clients contribute to the working relationship with a MPC?
- Openness to Change
- Honesty and Trust
- Willingness to Work
What is Attending Behavior?
Defined as supporting the client using individually and culturally appropriate verbal tracking, visual/eye contact, vocal qualities, tone, and speech rate, as well as body language.
Listening is the central skill of attending behavior, and it helps develop a real, connected relationship with clients. TRUE OR FALSE?
True
What does SOLER acronym stand for in counseling?
- Sit squarely facing your client
- Open posture to client
- Lean towards client showing interest
- Eye Contact
- Relax your body position (puts people at ease)
What are the 5 communication skills that are referred to as the Basic Listening Sequence?
- Questioning: using open questions to bring out the story and closed questions to elicit short and specific responses
- Encouraging: providing encouragement to support and evoke details
- Paraphrasing: reflecting the essence of what clients are saying
- Summarizing: integrating what has been said, bringing order, and linking together different aspects of clients’ stories to make sense of them
- Reflecting feelings: paraphrasing in order to reflect clients’ feelings
What are some questions that you can use to start a session with a client?
“What would you like to talk about today?”
“Can you tell me what prompted you to see me?”
“How have things been since we last talked together?”
“The last time we talked, you planned . . . How did it go this week?”
What are open questions?
Open questions typically begin with Who, What, When, Where, How, or Why.
Who, What, When, and Where questions most often lead to facts.
How questions can lead to an exploration of process or feeling and emotion.
Why questions can lead to a discussion of reasons or can help clients explore deeper issues of understanding. Consultants should use Why questions with caution and watch for any potential defensive reaction or discomfort by the client.
What are a couple examples of open questions?
“How did you feel when that happened?”
“Given what you’ve said, what would be your ideal solution to the problem?”
“What else comes to mind?”
What are closed questions?
Elicit shorter responses and provide specific information. Typically, closed questions start with Do, Is, or Are. MPCs must remember that even well-directed closed questions may take the focus and talk time away from clients and eventually hinder the consultant–client relationship.
What are some examples of closed questions?
“Can you tell me more about that?”
“Did you complete this assignment?”
“Are you feeling OK?”
What are some potential problems that can occur when too many questions are used?
- Bombarding or Grilling Clients
- Confusing Clients
- Leading or creating bias
What is Paraphrasing?
Reflection of content, helps to confirm whether consultants understand their clients’ messages. It is used to generate a restatement of what clients are communicating, using both the clients’ and consultants’ words, and feeding the information back to clients.
What is Summarizing?
A skill whereby consultants reflect the themes or key concepts that clients have verbally and nonverbally conveyed over a distinct period of time. For example, summarizing may be used at the beginning of a session to recap the discussion from a prior session. Usually has a check on accuracy asking the client to verify.
What is the skill reflecting feelings?
A skill that resembles that of paraphrasing. The distinction between the two skills is typically the nature of the content reflected back to clients. In the case of reflection of feelings, the content focuses on emotions or feelings and helps bring to light the internal experience of clients.
What are the influencing skills?
Influencing skills include:
for example
focusing
empathically confronting
reflecting meaning
interpreting
reframing
giving feedback
