310 EXAM 1 STUDY GUIDE QUESTIONS
WITH VERIFIED ANSWERS
q
u When would a case manager use confrontation with a client? - -Client says something but doesn't
follow through
-Body language contradicts what they said, or behavior is contradictory
-Client has a perception you disagree with
-Client has unrealistic expectations for you or for himself
-The client asks for help but doesn't follow through with suggestions
-Client says they have certain values, but their behavior doesn't match what they say.
What are the four parts of a complete I-MESSAGE used for confrontation? - 1. Your CONCERN/ feelings/
observations about the situation
2. A NON BLAMING description of what you have seen or heard, of the behavior
3. The tangible OUTCOME for you as result or the possible consequences for the client
4. An INVITATION TO COLLABORATE on a solution
EX: I think what concerns me is your being late for the last four appointments has caused a lot of
scrambling on my part to catch up the rest of the day. How about we look at your schedule and figure
something else out
What are the rules for confrontation? - -Be matter of fact
-Be tentative
-Take full responsibility for your observations
-Always collaborate
-Do not accuse the other person
-Do not confront because you are angry
-Do not be judgmental
-Do not give the client a solution
-Focus on tangible behavior or communication
-Timing
, Why would a case manager ask permission to share ideas? - -Asking permission to share ideas leaves the
client in charge of his or her solution and free to reject the offer of ideas.
What are some common reasons clients may be angry? - -Client is angry because of something agency
has done
-Clients is angry about something you have said or done
-The client is fearful
-The client is exhausted
-The client feels overwhelmed
-The client is confused
-The client feels a need for attention
Why is disarming anger important? - -Eliminates an obstacle to true understanding
-Shows clients you respect their message
-Enables you to understand the problem
-Allows you to practice empathy
-Focuses work on solving the problem
When a case manager says to their client " I understand how you feel, but... What is about to happen? -
As case managers we can not fully understand what a client is experiencing , the but in the phrase
negates a persons feelings and pushes the workers perspective instead.
What are the purposes of reflective listening? - 1. Lets clients know you have heard their feelings
accurately
2. Allows you to correct any misconceptions
3. Illustrates your acceptance of where the person
is at that moment
(go where your clients are even if your not an expert in that field)
Which of the two aspects of Reflective Listening is considered empathic and the most useful kind of
response? - -Responding to feelings is empathic and is therefore the most useful kind of response.
What is an empathic response? - -A single sentence that includes the clients feeling
1. Listen carefully to the client
2. Identify the most prominent feeling you are hearing
3. Create a single statement that includes that feeing.
WITH VERIFIED ANSWERS
q
u When would a case manager use confrontation with a client? - -Client says something but doesn't
follow through
-Body language contradicts what they said, or behavior is contradictory
-Client has a perception you disagree with
-Client has unrealistic expectations for you or for himself
-The client asks for help but doesn't follow through with suggestions
-Client says they have certain values, but their behavior doesn't match what they say.
What are the four parts of a complete I-MESSAGE used for confrontation? - 1. Your CONCERN/ feelings/
observations about the situation
2. A NON BLAMING description of what you have seen or heard, of the behavior
3. The tangible OUTCOME for you as result or the possible consequences for the client
4. An INVITATION TO COLLABORATE on a solution
EX: I think what concerns me is your being late for the last four appointments has caused a lot of
scrambling on my part to catch up the rest of the day. How about we look at your schedule and figure
something else out
What are the rules for confrontation? - -Be matter of fact
-Be tentative
-Take full responsibility for your observations
-Always collaborate
-Do not accuse the other person
-Do not confront because you are angry
-Do not be judgmental
-Do not give the client a solution
-Focus on tangible behavior or communication
-Timing
, Why would a case manager ask permission to share ideas? - -Asking permission to share ideas leaves the
client in charge of his or her solution and free to reject the offer of ideas.
What are some common reasons clients may be angry? - -Client is angry because of something agency
has done
-Clients is angry about something you have said or done
-The client is fearful
-The client is exhausted
-The client feels overwhelmed
-The client is confused
-The client feels a need for attention
Why is disarming anger important? - -Eliminates an obstacle to true understanding
-Shows clients you respect their message
-Enables you to understand the problem
-Allows you to practice empathy
-Focuses work on solving the problem
When a case manager says to their client " I understand how you feel, but... What is about to happen? -
As case managers we can not fully understand what a client is experiencing , the but in the phrase
negates a persons feelings and pushes the workers perspective instead.
What are the purposes of reflective listening? - 1. Lets clients know you have heard their feelings
accurately
2. Allows you to correct any misconceptions
3. Illustrates your acceptance of where the person
is at that moment
(go where your clients are even if your not an expert in that field)
Which of the two aspects of Reflective Listening is considered empathic and the most useful kind of
response? - -Responding to feelings is empathic and is therefore the most useful kind of response.
What is an empathic response? - -A single sentence that includes the clients feeling
1. Listen carefully to the client
2. Identify the most prominent feeling you are hearing
3. Create a single statement that includes that feeing.
