Final Exam - Domain Five Flashcards
Greet client with what?
Hello, handshake, and smile
Good what is important to good communication?
Body Language
What should be explained to a client?
Important policies, procedures, and expectations
Be sensitive to a client’s what?
Feelings–connect emotionally
Use positive what?
Communication, encouragement, support, and reinforcement
What someone is thinking or feeling is reflected in what?
Body Language and Facial Expressions
Humans are programmed to notice small changes in what?
Physical appearance, posture, gestures, and body position in other people
Having an attitude and genuine interest in seeking a client’s perspective
Active Listening
Can be answered in one word; yes or no
Closed-Ended (directive) Questions
Allow clients to give more information
Open-Ended (nondirective) Questions
Repeating back to a client the meaning of what was just heard
Reflecting
Series of reflections to show depth of listening
Summarizing
What does SMART goals stand for?
Specific, Measureable, Attainable, Realistic, and Timely
Which part of a SMART goal is clearly defined so anyone can understand the intended outcome?
Specific
Which part of a SMART goal ensures that it is quantifiable for the client to manage?
Measurable