HUSR 310 EXAM 1 QUESTIONS WITH VERIFIED SOLUTIONS LATEST VERSION 2025
1. When would a case manager use confrontation with a client? (Lecture 1) - Answers -When a client
contradicts themselves
-When a client doesn't follow through with something
-The client has unrealistic expectations for you and themselves
-When the client keeps making excuses (Yes/But Game)
What are the four parts of a complete I-Message? (Lecture 1) - Answers Your concern and observation
about the situation
- Non-blaming description of what you see or hear
- Stating the possible consequences
- Collaborate a solution
"WE" language is key! Ex. Let's work together..
What are some common reasons clients may be angry? (Lecture 1) - Answers -Something the agency did
-Something you said or did
-Client feels confused, overwhelmed etc (Emotional Reasons)
View anger as a clue to find the real problems
Why is disarming anger important? (Lecture 1) - Answers It shows the client that you respect their
feelings and allows you to understand the real issue. It also shows how you have the professional skill to
move the client from feeling emotions besides just anger.
What is the number one mistake case managers make when encountering clients who are openly angry?
(Lecture 1) - Answers They take the anger personally and make it about them and how they feel, that
shows the clients that your aren't really listening to them.
There are a number of things case managers need to avoid doing when working with clients who are
openly angry. What are they? (Lecture 1) - Answers -Do not become defensive
-Do not question the client
-Do not act superior
Review the poor responses to the following roadblocks to communication:
advising(giving recommendations),
, commanding(telling a client what to do),
exhorting or preaching(giving shoulds & oughts),
judging (giving a negative evaluation) and
warning (of consequences).
(Lecture 2) - Answers 1. Advising (Giving Recommendations): Workers who tell people how to solve their
problems believe that their way of seeing the client's problems is the only way to see them. The clients
are treated as though they are hapless or inadequate for not seeing their problems that way as well.
2. Commanding (Telling a client what to do): The assumption made by workers who do this is that they
have all the correct answers or all the best solutions and ideas. There is no dialogue or collaboration.
3. Exhorting or Preaching (Giving shoulds & oughts): Workers display the belief that they have all the
answers. Workers imposing their own moral values on their clients, listen to the shoulds and oughts.
Workers using these two words speak as though what they are saying is a universal given rather than a
personal choice or value.
4. Judging (Giving a negative evaluation): The workers see themselves as judges of their clients'
behavior. Instead of being supportive, these workers are grading their clients' behavior. Their responses
can only serve to demean a person who is grappling with problems and feels unsure.
5. Warning (of consequences): Workers who do this do not want their clients to follow certain lines of
action, often out of concern for the client. Rather than discuss their client's inclination to act in a
particular way, they warn the client instead.
When a case manager says to their client "I understand how you feel, but..." what is about to happen?
(Lecture 2) - Answers The "but" in the phrase tends to negate the client's feelings and pushes the CM's
perspective instead.
What are the purposes of reflective listening? (Lecture 2) - Answers Reflective listening lets people know
you have heard their concerns and feelings accurately.
Reflective listening creates an opportunity for you to correct any misperceptions.
1. When would a case manager use confrontation with a client? (Lecture 1) - Answers -When a client
contradicts themselves
-When a client doesn't follow through with something
-The client has unrealistic expectations for you and themselves
-When the client keeps making excuses (Yes/But Game)
What are the four parts of a complete I-Message? (Lecture 1) - Answers Your concern and observation
about the situation
- Non-blaming description of what you see or hear
- Stating the possible consequences
- Collaborate a solution
"WE" language is key! Ex. Let's work together..
What are some common reasons clients may be angry? (Lecture 1) - Answers -Something the agency did
-Something you said or did
-Client feels confused, overwhelmed etc (Emotional Reasons)
View anger as a clue to find the real problems
Why is disarming anger important? (Lecture 1) - Answers It shows the client that you respect their
feelings and allows you to understand the real issue. It also shows how you have the professional skill to
move the client from feeling emotions besides just anger.
What is the number one mistake case managers make when encountering clients who are openly angry?
(Lecture 1) - Answers They take the anger personally and make it about them and how they feel, that
shows the clients that your aren't really listening to them.
There are a number of things case managers need to avoid doing when working with clients who are
openly angry. What are they? (Lecture 1) - Answers -Do not become defensive
-Do not question the client
-Do not act superior
Review the poor responses to the following roadblocks to communication:
advising(giving recommendations),
, commanding(telling a client what to do),
exhorting or preaching(giving shoulds & oughts),
judging (giving a negative evaluation) and
warning (of consequences).
(Lecture 2) - Answers 1. Advising (Giving Recommendations): Workers who tell people how to solve their
problems believe that their way of seeing the client's problems is the only way to see them. The clients
are treated as though they are hapless or inadequate for not seeing their problems that way as well.
2. Commanding (Telling a client what to do): The assumption made by workers who do this is that they
have all the correct answers or all the best solutions and ideas. There is no dialogue or collaboration.
3. Exhorting or Preaching (Giving shoulds & oughts): Workers display the belief that they have all the
answers. Workers imposing their own moral values on their clients, listen to the shoulds and oughts.
Workers using these two words speak as though what they are saying is a universal given rather than a
personal choice or value.
4. Judging (Giving a negative evaluation): The workers see themselves as judges of their clients'
behavior. Instead of being supportive, these workers are grading their clients' behavior. Their responses
can only serve to demean a person who is grappling with problems and feels unsure.
5. Warning (of consequences): Workers who do this do not want their clients to follow certain lines of
action, often out of concern for the client. Rather than discuss their client's inclination to act in a
particular way, they warn the client instead.
When a case manager says to their client "I understand how you feel, but..." what is about to happen?
(Lecture 2) - Answers The "but" in the phrase tends to negate the client's feelings and pushes the CM's
perspective instead.
What are the purposes of reflective listening? (Lecture 2) - Answers Reflective listening lets people know
you have heard their concerns and feelings accurately.
Reflective listening creates an opportunity for you to correct any misperceptions.
