Direct Social Work Practice Theory and Skills 10th Edition
Name: Class: Date: Chapter 07: Eliminating Counterproductive Communication Patterns and Substituting Positive Alternatives
Multiple Choice
1. A client is likely to discredit the message communicated by the social worker if:
a. the social worker uses facilitative questions to attain detailed information about specific problem areas.
b. there is a discrepancy between the social worker’s verbal and nonverbal communication.
c. there is moment-to-moment contact between the client and the social worker.
d. the social worker uses empathic communication to produce a cathartic release of negative feelings.
ANSWER: b
2. Members of some native American tribes regard eye-to-eye contact as a(n):
a. attack on credibility.
b. breach of trust.
c. intrusion on privacy.
d. violation of equality.
ANSWER: c
3. Which of the following behaviors displayed by a social worker communicates his or her hurriedness and anxiety while interacting with a client?
a. Looking out the window
b. Frequently glancing at the clock
c. Having a rigid posture
d. Yawning excessively
ANSWER: c
4. Mr. Gordon, who is suffering from depression, approaches a social worker to seek counseling. While Mr. Gordon speaks about his traumatic childhood experiences, the social worker squirms in her chair and continuously fidgets with her hands. This behavior of the social worker conveys:
a. her interest in the ongoing communication.
b. her lack of concern for Mr. Gordon.
c. her inability to understand Mr. Gordon’s behavioral cue.
d. her attempt to relieve Mr. Gordon’s discomfort.
ANSWER: b
5. Anne, a social worker, listens to her client’s account of how her children have been whiny and disrespectful to her. Anne responds, “I am sure they don’t mean to act this way; they are just tired.” This statement is an example of a(n):
a. counterattack.
b. sarcasm.
c. criticism.
d. excuse.
ANSWER: d
6. Which of the following statements by a social worker is an example of reassuring or providing false assurance to a client?
a. Try to focus on your new quality of life.
b. Certainly, your surgery will be successful.
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c. I sense that you are feeling very anxious.
d. Other people have had similar experiences.
ANSWER: b
7. Which of the following is the most appropriate response by a social worker when a client reports to the social worker that her children are whiny and disrespectful?
a. Can you tell me what happened recently with them that led you to feel they were disrespectful or whiny?
b. You must have done some harm to them that led them to be whiny and disrespectful to you.
c. I really feel sorry for you.
d. Children are sometimes like that.
ANSWER: a
8. When a client responds “Yes, but I’ve already tried that” with little enthusiasm demonstrated for actually doing so, the response serves as a feedback clue that the social worker has slipped into the habit of:
a. giving premature advice.
b. sympathizing with the situation.
c. consoling the client.
d. criticizing and blaming the client.
ANSWER: a
9. An employee, who is facing efficiency issues and complaints from managers at his workplace, approaches a social worker to seek remedial solutions. After listening to the client’s problems, the social worker responds, “Try joining a different workplace.” This response is an example of:
a. consoling.
b. blaming.
c. advising.
d. threatening.
ANSWER: c
10. Assuming a position of superiority and quickly providing solutions for problems without encouraging clients to think through the possible courses of action:
a. fosters dependency and stifles creative thinking.
b. encourages the clients to reveal their troubling feelings.
c. serves to restore the comfort level of the clients.
d. induces the clients to agree with a particular view.
ANSWER: a
11. Which of the following can be used by a social worker as an effective tool in the helping process and to diffuse conflict?
a. Parroting
b. Jargon
c. Criticism
d. Humor
ANSWER: d
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12. While interacting with a client, the statement “Running away from home was a bad mistake” indicates that the social worker is:
a. using sarcasm and humor inappropriately.
b. judging, criticizing, or placing blame on the client.
c. advising or giving solutions prematurely.
d. sympathizing with the client.
ANSWER: b
13. Andrew loses his job because he came to work while he was under the influence of alcohol. He approaches Ron, a social worker, for a counseling session. After a brief conversation with Andrew, Ron says, “It is clear to me that you are in denial about what alcohol is doing to you.” This scenario indicates that Ron is:
a. judging, criticizing, and placing blame.
b. trying to convince using logic.
c. making glib interpretations.
d. using sarcasm and humor.
ANSWER: c
14. Usage of social work jargon, such as fixation, resistance, reinforcement, repression, passivity, and neuroticism, by a social worker to describe the behavior of clients in their presence is:
a. destructive to the helping process.
b. useful in convincing the clients.
c. the correct form of incorporating sarcasm while communicating.
d. the most efficient way of consoling the client.
ANSWER: a
15. A client complains to her social worker that he has not offered the services that he was scheduled to provide. The client says, “If I don’t receive the services soon, I am going to talk to your supervisor.” The social worker in agitation replies, “Do that, and I will no longer try to help you.” This scenario illustrates that the social worker is:
a. judging.
b. counterattacking.
c. trying to convince the client.
d. using humor inappropriately.
ANSWER: b
16. Anna has not received the resources that were promised to her by Harry, her social worker. She decides to complain about this issue to Harry’s manager. Anna tells Harry, “If you do not work on this soon, I am going to talk to your manager.” In this scenario, which of the following is the best response that Harry can give Anna?
a. You have the right to be served effectively. I can get you my supervisor’s phone number.
b. My supervisor’s office is next door. Do not let my door hit you on the way out.
c. Look on the brighter side. You have turned active and involved. You are not passive.
d. If you do not apologize right away, you’ll be sorry.
ANSWER: a
17. Which of the following statements is true of stacked questions?
a. They focus on adopting a solution that social workers deem to be in clients’ best interests.
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Chapter 07: Eliminating Counterproductive Communication Patterns and Substituting Positive Alternatives
b. They involve untimely interruptions by a social worker during conversation with a client.
c. They are designed to induce clients to agree with a particular view.
d. They have “low yield” and are unproductive and inefficient in gathering relevant information.
ANSWER: d
18. Linda, a social worker, communicates with Kate, a child in foster care. Linda asks Kate, “How are you feeling here? Do you feel comfortable? Do you want to stay?” In this scenario, Linda is:
a. asking leading questions.
b. asking stacked questions.
c. interrupting inappropriately.
d. dominating the interaction.
ANSWER: b
19. Tony, a teenager, is unhappy in his group home. Sam, a social worker, approaches him to sort out the issues that are making him unhappy. Sam asks Tony, “Do you think you have tried all the possible ways by which you can make this placement work?” This question by Sam is an example of a:
a. stacked question.
b. leading question.
c. premature advice.
d. judgment.
ANSWER: b
20. When a social worker repeatedly offers advice, pressurizes clients to improve, presents lengthy arguments to convince clients, interrupts frequently, and offers excessive or inappropriate self-disclosure, it indicates that the social worker is:
a. using double-barreled questions.
b. going on tangential exploration.
c. focusing on discussing safe topics.
d. dominating the interaction.
ANSWER: d
21. Pursuing content that is only tangentially related to client concerns, issues of client and family safety, or legal mandates:
a. dominates the interaction with the client.
b. justifies the rationale for the social worker’s exploration of the topic.
c. makes it impossible to shift the focus to the present experiences of the client.
d. is a counterproductive interviewing strategy.
ANSWER: d
TUTORIAL QUIZZES
22. In which of the following ways can a social worker enhance self-awareness of his or her behavioral patterns while interacting with a client?
a. By having an individual opinion during sessions
b. By reviewing videotapes of his or her previous sessions
c. By repeatedly advising the client to follow what he or she believes in
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d. By focusing on one “pet” solution that is applicable to all clients
ANSWER: b
23. Against professional advice, Joe, a psychiatric patient, wants to leave the rehabilitation center in the middle of an ongoing treatment. In this scenario, which of the following would be the best response that a social worker can give him?
a. We will not be responsible for the harm you may cause yourself by this decision.
b. What do you think about the staff’s recommendation about your readiness?
c. We wish you well with your plans and hope that your resolution will keep you safe.
d. If you do not continue your psychiatric treatment, you will no longer be able to perform your daily activities.
ANSWER: b
24. Persuasion is considered to be an ethical intervention when a client:
a. solicits advice in early phases of the helping process.
b. contemplates actions that run contrary to his or her own goals.
c. questions a social worker’s professional knowledge and expertise.
d. attempts to avoid consequences.
ANSWER: b
25. Paden, who is due for a surgery soon, approaches a social worker to increase his mental stamina and willpower to undergo the surgery. The social worker asks Paden, “When did you find out about your illness? How soon do you have to go in for the surgery? How are you feeling about all this?” In this scenario, the social worker is:
a. asking leading questions.
b. stacking questions.
c. interrupting inappropriately.
d. inducing a close-ended conversation.
ANSWER: b
26. A social worker asks a client, who has undergone a rehabilitation and counseling session, “Are you sure that you are ready to leave the treatment center?” This question by the social worker is an example of a:
a. sarcastic question.
b. judgmental question.
c. leading question.
d. stacked question.
ANSWER: c
27. A social worker tells a client, “You do not really think that by dropping out of school you are going to get a great job and make a lot of money?” This statement by the social worker exemplifies that he or she is asking a(n):
a. scaling question.
b. open-ended question.
c. leading question.
d. stacked question.
ANSWER: c
28. To minimize the pattern of interrupting inappropriately or excessively during a conversation with a client, a social worker should:
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a. identify and prioritize key questions in advance with an outline.
b. induce the client to agree with a particular view that he or she deems to be in his or her best interests.
c. diffuse the client’s focus by discussing past events.
d. help the client identify his or her feelings as a means toward increasing his or her self-awareness.
ANSWER: a
29. In which of the following situations is “safe” social interaction advisable to be included as part of the helping process?
a. When children or adolescents need help in lowering their defenses
b. When it is conducive to delay reaching a solution to a problematic area
c. When a social worker is inexperienced and needs to manage his or her anxiety
d. When a client resists a social worker’s sarcastic and humor-filled conversation
ANSWER: a
30. To avoid parroting during a conversation, a social worker should:
a. seek out information that confirms his or her understanding, preferences, or perceptions.
b. focus largely on the present because clients can change only their present circumstances, behaviors, and feelings.
c. use fresh language that captures the essence of clients’ messages and places them in sharper perspective.
d. identify and prioritize key questions in advance with an outline.
ANSWER: c
31. While communicating with a client, a social worker tells, “You know, I think that it is great that, you know, you came to the session, you know, on time.” This statement by the social worker is an example of:
a. repeatedly using sarcasm.
b. providing positive feedback.
c. overusing superfluous phrases.
d. interrupting inappropriately.
ANSWER: c
Essay
32. Describe how cultural nuances of nonverbal cues turn out to be a barrier to effective communication for social workers.
ANSWER: Answers may vary. To consciously use nonverbal behaviors to full advantage in transcultural relationships, social workers must be aware that some members of different cultural groups ascribe different meanings to certain nonverbal behaviors. Eye-to-eye contact, for example, is expected behavior among members of mainstream American culture. In fact, people who avoid eye-to-eye contact may be viewed as untrustworthy or evasive. Conversely, members of some Native American tribes regard direct gazing as an intrusion on privacy. It is important to observe and investigate the norms for gazing before using eye-to-eye contact with members of some tribes (Gross, 1995).
Yet it is hazardous to make generalizations across ethnic groups. For example, one study reported that Filipino students were more similar to Caucasians students than to Chinese students in relation to many attitudes, perceptions, and beliefs. Meanwhile, the same study showed that women were more similar to one another across ethnic groups than they were to men within their own group (Agbayani-Siewart, 2004). These examples suggest that although it is important to understand a client’s culture or group identity, it is also important to acknowledge in-group differences.
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With this proviso in mind, social workers should consider the possibility of differences in cultural assumptions about helping professionals as authorities who can solve problems by providing advice. For instance, in some cultures, clients might not be forthcoming unless they are spoken to by the social worker. The social worker in turn may mistakenly perceive the client’s behavior as passive or reticent. Consequently, “long gaps of silence may occur as the client waits patiently for the social worker to structure the interview, take charge, and thus provide the solution.” Such gaps in communication engender anxiety in both parties that may undermine the development of rapport and defeat the helping process. Further, failure to correctly interpret the client’s nonverbal behavior may lead the social worker to conclude erroneously that the client has flat affect (i.e., limited emotionality). Given these potential hazards, social workers should strive to understand the client’s cultural frame of reference. Clarifying roles and expectations should also be emphasized.
33. Discuss how judging, trying to convince, threatening, and making glib assessments are likely to occur with “captive clients” who cannot readily or safely decline services.
ANSWER: Answers may vary. Many types of ineffective verbal responses inhibit clients from exploring problems and sharing freely with a social worker. The following list identifies common verbal barriers that usually have an immediate negative effect on communications, thereby inhibiting clients from revealing pertinent information and working on problems. These verbal barriers are more likely to occur when the social worker is working with “captive clients,” a situation in which there is a power differential and the client cannot readily escape.
1. Judging, criticizing, or placing blame
2. Trying to convince the client about the right point of view through logical arguments, lecturing, instructing, or arguing
3. Analyzing, diagnosing, or making glib or dogmatic interpretations
4. Threatening, warning, or counterattacking
An underlying theme of these behaviors can be the social worker and the agency reflecting a sense of superiority over people whose behavior or problem solving has been harmful to themselves or others. Clients do not feel supported when they perceive a social worker as critical, moralistic, and defensive rather than warm and respectful (Coady & Marziali, 1994; Eaton, Abeles, & Gutfreund, 1993; Safran & Muran, 2000). Responses that evaluate and show disapproval can be detrimental to clients and to the helping process. Clients sometimes consider courses of action that social workers view as unsafe, illegal, or contrary to the clients’ goals. However, attempting to convince clients through lecturing, instructing, and similar behavior often provokes a kind of boomerang effect, that is, clients are not only unconvinced of the merits of the social worker’s argument but may also be more inclined to hold onto their beliefs than before.
When used sparingly and timed appropriately, interpretation of the dynamics of behavior can be a potent change-oriented skill. However, even accurate interpretations that focus on purposes or meanings of behavior substantially beyond clients’ levels of conscious awareness tend to inspire client opposition and are doomed to failure.
Sometimes, clients consider actions that would endanger themselves or others or are illegal. In such instances, alerting clients to the potential consequences of those actions is an ethical and appropriate intervention. Conversely, making threats produces a kind of oppositional behavior that exacerbates an already strained situation.
34. Inappropriate use of humor or sarcasm is described as a potential barrier to communication. Illustrate this with an example. Also, describe how humor is an aid to communication if done appropriately.
ANSWER: Answers may vary. Excessive or untimely use of humor can be distracting, keeping the content of a session on a superficial level and interfering with mutual objectives. Sarcasm often emanates from unrecognized hostility that tends to provoke counter-hostility in clients. Making a comment such as “you really win the prize for worst week” when a client recounts a series of crises and unfortunate incidents runs the risk of conveying that the difficulties are not taken seriously. A better response would be to empathize with the difficulties of the week and compliment the client on persisting to cope despite them. Rather than saying, “Did you get up on the
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wrong side of the bed?,” a more descriptive response that does not run the risk of diminishing the client’s experience would be to say, “It sounds as if today was difficult from the time you got up.”
Humor can be helpful, bringing relief and sometimes perspective to work that might otherwise be tense and tedious. Pollio (1995) has suggested ways to determine appropriate use of humor. Similarly, van Wormer and Boes (1997) have described ways that humor permits social workers to continue to operate in the face of trauma. Using plays on words or noting a sense of the preposterous or incongruous can help social workers and clients face difficult situations. Humor can also allow clients to express emotions in safe, less emotionally charged ways (Dewayne, 1978). Kane (1995) describes the way humor in group work can facilitate work with persons with HIV. Caplan (1995) has also described how in group work, facilitation of humor can create a necessary safety and comfort level in work with men who batter. Teens have been described as using irony, sarcasm, mocking, and parody as ways of coping with difficult situations (Cameron et al., 2010). Similarly, humor can be used in ways to diffuse conflict (Norrick & Spitz, 2008).
35. Describe how stacking questions is a common verbal barrier to communication faced by beginning social workers.
ANSWER: Answers may vary. In exploring problems, social workers should use facilitative questions that assist clients in revealing detailed information about specific problem areas. Asking multiple questions at the same time, or stacking questions, diffuses the focus and confuses clients. Stacking questions is a problem frequently encountered by beginning social workers, who may feel an urgent need to help clients by providing many options all at one time. Rather than focus on one question, clients often respond superficially and nonspecifically to the social worker’s multiple inquiries, omitting important information in the process. Stacked questions thus have “low yield” and are unproductive and inefficient in gathering relevant information. Slowing down and asking one question at a time is preferable. If a social worker has asked stacked questions and the client hesitates in response, the social worker can correct the problem by repeating the preferred question.
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he wrote, and he had kissed her as his thanks. Evidently she had been mistaken; he would prefer to be alone. And why, oh why should he choose to find a room in his mother's house? It would be the beginning of seeing far less of him than ever. Of course his mother would persuade him to stay to dinner with her if his next duty was near her rooms; and it would be only human nature for her to discuss his wife with him and to hint that she was incapable. But she put this thought away from her at once. She was so certain that Luke would not discuss her with anyone, even with his mother.
Her perfect silence made Luke look round, and the expression on her face perplexed him. He covered the hand that lay on the back of his chair with his own, saying remorsefully:
"I'm afraid, dearest, I was a little sharp just now. You must forgive me. You were perfectly right to tidy away my papers; but you will understand that it would be easier for me if I had a room where I could leave them about and find them easily. Besides," he said, "I want more time for private prayer and a place where I cannot be interrupted. My work is suffering for want of this."
"I see," said Rachel. She tried to smile, but failed. "I so love being with you when you write your sermons," she added.
"And I have loved to have you. But the work must come first; and I am convinced that for every reason it will be better to have a room quite to myself." He turned round again to finish sorting his papers.
Rachel came to a sudden determination.
"You won't engage that room till you have thought a little longer about it," she pleaded.
"I shall engage it to-morrow if possible," he answered with decision.
And Rachel said in her heart, "You shall not engage it to-morrow."
Then she went out to find Polly.
"Polly," she said in a soft voice, "do you think your father could come round this evening and bring a man with him. I want to give Mr. Greville a surprise and make the spare room into his study. He will be out at a meeting till nine o'clock. Could you just run round do you think? I will get the tea."
The little spare room had been arranged with the hope that her sister Sybil would soon be able to come and pay them a visit. It was dreadfully disappointing that now she would not be able to take her in. She would have to get a room out for her which would not be nearly so nice. But anything would be better than for Luke to rent a room in his mother's house. She could not endure that. If he did that she would see less and less of him, and she did not think it could be good for a husband to get used to being a long time away from his wife. In fact she simply could not bear it. Sybil's little room at the top of the stairs must be turned into a study; and all the time Rachel was preparing the tea she was planning where to place the furniture and his books. The very idea of giving him such a surprise had the effect of sending away all melancholy thoughts, and Luke, who had been as startled to see such a look of melancholy on his wife's face as she had been to hear his somewhat irritable tone of voice, was relieved to see her as bright as usual, and determined never to allow any irritability to find its way into his heart towards her again.
At ten o'clock that evening Rachel sat by the open window in the drawingroom listening for her husband's footstep. She was very tired, as though Polly's father had, with the help of another man, taken up Luke's writing table and book shelves, etc., and moved other furniture into the spare room. Rachel and Polly had between them moved the books and had arranged them as near as possible in the same order in the shelves, as Luke had arranged them himself in the dining-room. She had taken out of the dining-room two of his favourite pictures and had hung them over his table; and she had placed a large armchair by the window so that he could read in comfort.
And now she sat wondering if Luke would be pleased, or if the very careful moving of his papers would again vex him. Her heart beat as she heard him open the door and she ran to meet him. She drew him into the drawing-room, saying:
"I have such a surprise for you."
But Luke hardly seemed to hear her. His face was radiant, and Rachel saw at once that something had happened to make him very happy and to engage all his thoughts.
"I have such good news to tell you," he said, as he sank rather wearily into a chair.
"What is it?" asked Rachel. After the excitement of the evening his preoccupation rather damped her spirits. That it was not the time to spring her
surprise upon him she felt at once, so she took up her needle work and sat down. She could not but notice the expression on his face. She could not think of any other word by which to describe it to herself, but radiant, and a longing that he did not live quite so up in the clouds, as she would have expressed it, took possession of her; he had evidently not heard her remark as she had met him at the door; or if he had heard it, it was to him of such infinitely minor importance than the news he was about to communicate to her, that he had ignored it.
As he was silent before answering her question Rachel said again, and he didn't notice the faint tone of impatience in the voice.
"What is your wonderful news? Do tell me."
"That's just it," he said looking joyfully at her. "It is wonderful. A man who has been the ringleader of a lot of harm in the parish, has to-night made the great decision; in other words, he has been converted."
"Oh Luke, how beautiful," said Rachel.
Rachel knew what this news meant to her husband. For a moment the study was forgotten.
"He has only twice been to the class;" continued Luke, "and the first time he made himself troublesome by arguing with me. But he came again to my surprise, and to-night, well, it was wonderful. It only shows what God can do. It was just a word of Scripture that struck him and would not let him rest. He was quite broken down."
Rachel's work had dropped on to her knee and she sat looking at her husband. His face reminded her of the parable of the lost sheep and of the joy in the Presence of God over one sinner that repented. Even in the days of their perfect courtship, even on that wonderful moonlight night on the sea at Southwold, she had never seen such joy on his face. His love for his Lord, and His work, exceeded, evidently, every other love and interest. Rachel looking into her own heart and remembering how comparatively little communion she experienced with her Lord, compared to Luke, felt inclined to weep. She had been wholly taken up with her husband and his home and with the determination of keeping him all to herself. She had not given much time to prayer; and even in those moments in which she had knelt down night and morning she found her thoughts wandering away to Luke, and revolving round him. Her conscience accused her loudly.
"I will bring in your cocoa," she said rising, "Polly has gone to bed."
It was after drinking his cocoa, that she told him again that she had a surprise waiting for him.
They ran upstairs together, his arm round her. He was in such buoyant spirits. Then Rachel opened the study door.
For the first moment he was silent from astonishment. Then he took her face between his hands and kissed her.
"But I don't approve of the surprise at all," he said, laughing. "What about Sybil?"
"Sybil will have a room out. I would a hundred times rather that you should write your sermons in your own home and near me than that you should get a room elsewhere. Do you like it?"
"Like it? I should think so." Then his face became grave. "But where are my letters and papers?" he asked anxiously.
"Perfectly safe. I have put an elastic band round the letters and they are in exactly the same order as you left them, and so are your other papers which you will find in the long top drawer. Then I have told Polly that she is never to come into the study, but that I will see to it. So you can leave everything about, dear; or lock the room up when you are out."
Luke busy among his papers looked up with a smile.
"Are you sure you would not mind me doing that? I can't tell you what a relief it would be to me to know that nothing has been moved."
"I will dust it early in the morning before your letters come," said Rachel, "and then you will be sure that you can leave everything about and it won't be interfered with."
His smile of pleasure was enough reward for Rachel.
CHAPTER VII.
RACHEL CONFIDES IN THE BISHOP.
The Bishop was in his garden, surrounded by the Clergy of his diocese and their wives. He was a grey-haired man, upright and spare of build. His face was full of kindness and love as he went among his guests, entering into their difficulties and encouraging them in their work.
It was his annual garden party, and he looked forward to it almost as much as did his clergy. Being a widower, had it not been for his work he would have felt the Palace lonely. It was an old and hoary building, and lay in the shadow of the cathedral; but the greater part of the garden was full of sunshine, and wherever the Bishop was, there was brightness and the atmosphere of love and fellowship.
He now stood glancing around as if looking for someone; then he caught sight of Rachel who was making her way swiftly towards him, her face alight with love and eagerness.
The child is happy, he thought gladly, and stretched out both his hands in welcome.
"I was looking for you," he said, "and was hoping that you and your good husband were not going to play me false. Where is he?"
"He's coming by the next train, in half an hour's time, but I was so impatient to see you that I told him I could not wait. Some parishioner has been taken ill and he had to go and see him. But I simply had to come."
"Now," said the Bishop, "I want to know all about your dear mother, and about your new life. We will go towards the nut walk where we shall not be interrupted. I also want to show you the Palace. I promised to do that in the old days I remember."