Rapport and Communication 2a

Question 1

What 3 components constitute as communication between humans?

Answer 1

Verbal, Non-Verbal, and Voice Tone

Question 2

Verbal Communication

Answer 2

Only conveys factual information

Question 3

Examples of Non-Verbal Communication

Answer 3

Body language, facial expressions, posture

Question 4

Examples of Voice-Tone

Answer 4

Speed, Pitch, Volume

Question 5

Name 3 styles of good communication

Answer 5

1. Collaborative
2. Informative
3. Directive

Question 6

Which of the 3 styles of good communication is generally best when given different scenarios and/or during the different stages of a professional, personal relationship?

Answer 6

Collaborative.

Question 7

Define the Collaborative Style

Answer 7

Doing more listening than talking.
Uncover true psycho-emotional impact of challenges w/o judgment.

• Catalytic
• Supportive
• Cathartic

Question 8

Define the Informative Style

Answer 8

Info is factual/unbiased. Goal is to enhance level of knowledge/understanding

Question 9

Define the Directive Style

Answer 9

Instructions on how to perform an exercise. Providing corrective feedback or coaching.

• Prescriptive
• Confronting
• Mirroring

Question 10

Explain Selective Listening

Answer 10

Partially distracted and hears only key words.

Question 11

Explain Indifferent Listening

Answer 11

Not really listening, thinking about something else.

Question 12

Explain Active Listening

Answer 12

Free of distractions, gives speaker undivided attention.

Question 13

Explain Passive Listening

Answer 13

Listening with the intent to respond, but is distracted by thinking ahead or about their rebuttal.

Question 14

What does BASIC ID stand for?

Answer 14

Behavior
Affect
Sensation
Imagery
Cognition

Interpersonal
Drugs/Biological

Question 15

How is BASIC ID used as a communication tool?

Answer 15

Simple screening with open-ended questions helps identify person’s preferred ‘language’.
Shows how people behave, emote, sense, imagine, think and interact socially.

Question 16

Name 4 principles of Motivational Interviewing (MI)

Answer 16

Empathy
Develop Discrepancy
Roll with Resistance
Build Self-Efficacy

Question 17

Explain 3 ways to develop Discrepancy

Answer 17

• Explore differences between current and ideal behaviors
• Make observations, not evaluations (non-judgmental).
• Decisional balance worksheet

Question 18

Ways to “Roll with Resistance”

Answer 18

Avoid pressuring (coercing) change (psychological reactance); don’t oppose, but respect resistance; invite opinions and self-exploration.

Question 19

Define empathy

Answer 19

Acceptance, reflective listening. Seek to understand (clarification) from their perspective.

Question 20

Describe the 4 types of ambivalence often experienced by individuals hesitant about changing behavior.

Answer 20

Approach-Approach Conflict: 2 similar appealing choices - uncertain which to make.

Avoidance-Avoidance Conflict: Choosing the lesser of two evils.

Approach-Avoidance Conflict: Attracted to both the good and bad. “Can’t live with or without it”

Double Approach-Avoidance Conflict: One sees positive and negative attributes in both the current and alternative decisions

Question 21

3 key NLP communication styles and their respective contributions.

Answer 21

Visual-dominance = 55%.
Auditory-dominance = 15%.
Kinesthetic-dominance = 30%.

Question 22

Visual

Answer 22

Appearance: Very important
Talking: Animated Fast Talkers
Thinking: Visualize and decide quickly
Posture: Symmetrical
Information: Seek evidence or proof

Question 23

Define NLP

Answer 23

Neuro-linguistic Programming: Focuses upon relationships between successful patterns of behavior and subjective experiences

Question 24

Auditory

Answer 24

Appearance: Try, not successful
Talking: Fluid, melodic, sensitive voices
Thinking: Slower, enjoy love conversations
Posture: Not as important
Information: Believe from credible sources

Question 25

Kinesthetic

Answer 25

Appearance: Not important
Talking: Not animated, speak slowly
Thinking: Slow, process from feelings
Posture: Not important
Information: Trust intuition