Learning Outcome 1

Question 1

What is empathy?

Answer 1

The ability to sense other people’s emotions, coupled with the ability to imagine what someone else might be thinking or feeling.

Empathy involves both emotional awareness and cognitive understanding.

Question 2

Define sympathy.

Answer 2

A feeling of pity or sense of compassion for someone else’s misfortune.

Sympathy is often a more detached response compared to empathy.

Question 3

What are the types of communication?

Answer 3

Verbal, Non-verbal, Written, Body language

Question 4

What is a multi-disciplinary team?

Answer 4

A team working together on one case.

Question 5

What is the role of a psychologist?

Answer 5

Gives you options and skills.

Question 6

What is the role of a psychiatrist?

Answer 6

Medical doctor, administers medication.

Question 7

What are the components of the communication process?

Answer 7

1. Sender who is passing the message to the receiver
2. The receiver who will give feedback to the sender

Question 8

What is verbal communication?

Answer 8

We convey our ideas through words.

Includes formal/informal language, speech, and sounds.

Question 9

What are the methods of verbal communication?

Answer 9

Face to face, phone calls, and texts.

Question 10

What are the key characteristics of effective verbal communication?

Answer 10

Clarity in messages, concise, consistent, credible, and considerate.

Question 11

What are the rules of verbal communication?

Answer 11

Mutual respect and professionalism, no pet names, use appropriate tone, read in between the lines, no sarcasm, avoid jargon, slang, and acronyms.

Question 12

What factors can affect communication?

Answer 12

The environment, noise, lighting, and privacy.

Question 13

What is non-verbal communication?

Answer 13

Give and receive wordless signals; it reveals your true feelings/emotions.

Question 14

How is silence a form of communication ?

Answer 14

When quiet, you’re still communicating using non verbals. There could be triggers/ avoidance/ shame

Question 15

What are examples of non-verbal communication?

Answer 15

Gestures, facial expressions, way you sit, proximity, and eye contact.

Question 16

What does eye contact indicate?

Answer 16

May indicate feelings such as shyness or power. In some cultures, it may seem rude or a sign of sexual interest.

Question 17

What do facial expressions indicate?

Answer 17

They indicate what someone’s thinking or feeling.

Question 18

What do proximity and posture express?

Answer 18

The use of our space must be respected. The way we sit or stand can express feelings. For example, crossed arms may mean bored, uninterested, or angry, while leaning forward indicates interest and involvement.

Question 19

What is the point of written communication?

Answer 19

It is always preserved and referred to later, sending messages, information, and ideas through written symbols, emails, letters, reports, texts, articles, and social media posts.

Question 20

What should professionals ensure in their written communication?

Answer 20

They should be factually correct, avoid misinterpretations, refrain from personal opinions, fit the purpose, and quote legislation and policies.

Question 21

What are some impediments to communication?

Answer 21

Sensory impairments, physical impairments, cognitive impairments, cultural and language barriers, effects of addiction, and mental health problems.

Question 22

What are sensory impairments?

Answer 22

A condition where one or more of a person’s senses are affected (visual, smell, touch, taste).

Question 23

What groups are included in sensory impairments?

Answer 23

Hearing impaired people, visually impaired people, and hearing visually impaired people.

Question 24

How should a social worker deal with a sensory impaired person?

Answer 24

It requires concentration and effort, careful questioning, and providing information in alternative ways.

Question 25

What considerations should be made for sensory impaired individuals?

Answer 25

Consider good lighting, do not cover your mouth, and give the time needed.

Question 26

What are addictions?

Answer 26

Addictions are compulsive and uncontrollable use of substances or behaviors.

Question 27

What are some examples of addictions?

Answer 27

Some addictions include drugs, alcohol, tobacco, internet, gambling, shopping, and food.

Question 28

How do addictions affect individuals?

Answer 28

Individuals become dependent, feel cravings, and experience withdrawal symptoms when unable to use the addictions.

Question 29

What state of health issues may service users face?

Answer 29

Many service users may be in emotional and/or physical pain due to various conditions, illnesses, medicine, treatment, etc.

Question 30

How can pain affect communication in mental health?

Answer 30

Pain may cause communication breakdown due to lack of motivation, anxiety, fear, frustration, unrecognized pain, and overall loss of control.

Question 31

What can lead to mental health illness?

Answer 31

Mental health illness may occur when a person's emotional, psychological, and social well-being are compromised.

Question 32

What stereotypes exist about people with mental disorders?

Answer 32

Many people think that those with mental disorders could be dangerous or irresponsible, leading to communication difficulties.

Question 33

Can individuals with mental disorders be functional?

Answer 33

A person may be fully functional while others need constant support, medication, and follow-ups.

Question 34

What should be avoided in communication with service users?

Answer 34

Avoid jargon, dialect, and acronyms.

Question 35

How can effective communication be achieved?

Answer 35

Treat service users with respect, avoid labeling and stigma, and provide person-centered care and support.

Question 36

What interpersonal skills are important in communication?

Answer 36

Use listening, paraphrasing, summarizing, questioning, and non-verbal communication effectively.

Question 37

What is challenging behavior?

Answer 37

Challenging behavior refers to actions exhibited by a person in distress that are not acceptable and may put one's or others' quality of life at risk.

Question 38

What emotions do persons manifesting challenging behavior bring about?

Answer 38

They bring about various emotions and stress both on themselves and others around them.

Question 39

How should the term 'challenging behavior' be used?

Answer 39

The term should never label the person as the problem but should seek to understand what triggered the behavior or how to avoid the tantrum.

Question 40

Why is understanding the causes of challenging behavior important?

Answer 40

Understanding the causes is important to communicate effectively.

Question 41

What are some reasons individuals exhibit challenging behaviors?

Answer 41

Individuals may exhibit challenging behaviors to gain something, make a change in the environment, or escape the environment.

Question 42

What are examples of challenging behaviors?

Answer 42

Examples include shouting/screaming, violence, pacing/wandering, biting self/others, throwing objects, repetitive questioning, tearing clothes, anger and tearful outbursts, and disturbed sleep patterns.

Question 43

What are techniques to calm down a challenging situation?

Answer 43

Techniques include de-escalating, diverting, and diffusing the situation.

Question 44

What is de-escalating?

Answer 44

De-escalating is a method used to calm down an intense, hostile, or violent situation to prevent conflicts from escalating.

Question 45

What are some strategies for de-escalating a situation?

Answer 45

Strategies include staying calm, active listening, showing empathy, avoiding threats, communicating effectively, offering choices, respecting boundaries, and distracting.

Question 46

What does 'Diffuse' mean in communication?

Answer 46

To alter the focus of something or redirect attention, effort, or resources from one place to another. ## Footnote It is often used to achieve a different outcome in a more serene way.

Question 47

What is the aim of diffusing a situation?

Answer 47

To minimize the emotions presented in the situation, such as anger and frustration, and to prevent a worse outcome.

Question 48

What are the applications of diffusing techniques?

Answer 48

Used to resolve complex conflicts, improve communication, and aid in crisis management.

Question 49

What does S.O.L.E.R stand for in communication?

Answer 49

S - Sitting at a comfortable angle and distance O - Open posture, arms and legs uncrossed L - Leaning forward from time to time, looking genuinely interested, listening attentively E - Effective eye contact without staring R - Remaining relatively relaxed.

Question 50

What are the 5 stages of Tuckman's theory?

Answer 50

1. Forming - little agreement, unclear purpose, guidance and direction 2. Storming - conflict, increased clarity of purpose, power struggle, coaching 3. Norming - agreement and consensus, clear roles and responsibilities, facilitation 4. Performing - clear vision and purpose, focus on goal achievement, delegation 5. Adjourning - task completion, good feeling about achievement, recognition.

Question 51

What are the 6 stages of the communication cycle?

Answer 51

1. An idea occurs 2. Message coded 3. Message sent 4. Message received 5. Message decoded 6. Message understood.