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| Question | Answer |
| The silent treatment is an example of which of the basic principles of the communication process? | People cannot NOT communicate |
| What are the channels of communication? | Verbal, Nonverbal, Space, and Tonality, rate and volume |
| Space is one of the channels of communication, what are the four subsets of the space channel, and which one do we reserve for people we know very well and are very comfortable with? | Public, Social, Personal and Intimate. We reserve intimate space for people we know well. |
| Name two things women are more likely to do in conversation. | Worry, key into emotions, use more formal language, use intensifiers, qualifiers, disqualifiers and fillers, argue personally and focus on details |
| Give an example of an intensifier. | so, quite, awfully |
| Give an example of a qualifier | maybe, perhaps, somewhat |
| In conversation, men are more likely to focus on what? | the big picture and how it relates to their goals |
| People react within the first 4 minutes and form a first impression, what are some of the criteria they base their reaction on? | Trustworthiness, Societal expectations, Dynamic Quality, Basic value similarity and Status |
| Describe the orientating reflex, and give an example of when this may occur. | -When a person’s world is stopped they pay full attention -When someone close to you dies or when kids playing turns into blood curdling screams |
| What are the 5 major components of communication? | Sender, Message, Channels, Receiver, Environment |
| There two process elements that inherently effect communication, what are they? | Feedback and noise |
| Organization is one of the influences on the communication process, as financial coaches we can utilize two principles of organizations to benefit the counseling outcome, what are they and how are they used? | - Primacy: what is said first is most memorable - Recency: what is said last is most memorable |
| In which of the following communicative styles is the client almost solely responsible? (Authority/Expert, Facilitation or Laissez-Faire) | Laissez-Faire |
| Inadequate preparation, Vague instructions, failure to follow the Rules of Communication and Culture are all __________ of Communication. (fill in the blank) | Obstacles |
| What are the 4 rules of communication? | - Provide overall perspective - Use simple succinct language - Be specific - Use repetition |
| Comparing new information to stored experience to determine the meaning describes which of the dimensions of listening? (Attending, Assigning meaning, Categorizing, Remembering) | Assigning meaning |
| What are the 4 rules of listening? | -Respond to the main idea - Respond to emotional message - Remember significant details - Make justifiable inferences |
| Selective listening, pretending to be paying attention, or saying one thing and doing another are examples of which of the listening issues? (Candor, Deception, or Shared Information) | Deception |
| Clients expect their info to be kept confidential, privacy is an inherent right of all clients – this is an example of which of the listening issues? (Candor, Deception, or Shared Information) | Shared information |
| We can use pacing (matching or mirroring someone’s behavior) to show that we are actively listening; list one of the ways we can use pacing. | Nonverbal, verbal, learning style, language |
| List one of the three ways to use verbal pacing | Restating, Paraphrasing and Summarizing |
| Describe the difference between restating and paraphrasing | Restating is repeating what is said word for word, paraphrasing is restating the content in your own words |
| When using pacing, it is important to pay close attention to the elements of communication, name 2 of the 4. | Content, Emotional theme, Specificity and Congruence |
| If a client uses more than one learning style while communicating, what does this tell us? | They are confused by the message |
| Exploring tactics are used to gather information. If we choose to use selective pacing, what are we selecting to pace? | a portion of the message that seems most important |
| We can use imperative statements and declarative leads to gather more information from our clients, the following is an example of which one? “Tell me more about your credit history” | imperative statement – we are imploring for more information |
| We can use imperative statements and declarative leads to gather more information from our clients, the following is an example of which one? “I need to know more about your credit history” | declarative lead – we are declaring that we need more information |
| The Financial Counseling book described 6 types of questions that can be used to gather more detail. What type of question would be used to gather factual verifiable information, like name and address? | Level 1 probe |
| “Why did you write a check to the landlord knowing you had a zero balance?” is what type of question? | Faulty |
| Which of the following types of questions would not make a client feel manipulated? (Yes/No, Multiple Choice, Dilemma, Level 1 probe, Level 2 probe, Faulty) | Level 1 and Level 2 |
| Advanced exploration techniques can be used to clarify a clients’ message. Two of these techniques are often used together to motivate clients to elaborate, which two are they? (Clarifying words and concepts, Silence, Emphasize key words, Imperative response) | Silence and word emphasis |
| There are many ways a client may express a discrepancy either verbally or non-verbally, give an example of expressed ambivalence (non-caring attitude). | “I want to save more, but life is too short; so I want to enjoy it now” or “I know budgeting is the best way to manage money, I prefer to just spend my money until it’s gone.” |
| If a client uses implied causation to show discrepancy in their statements, they will use what word? | But (“I should put something into savings, but I wanted a new dress”) |
| Which type of discrepancy is a client using when they categorize experiences using words like everybody, nobody, always or never? | Generalizations |
| Use one of the 3 ways to explore generalizations – “Credit cards always get you into trouble” | - Restate, “Credit cards always get you into trouble?” - Ask for exception, “Can you think of an example when credit card use did not lead to trouble?” - Give an exception, “My uncle uses his credit cards wisely, he pays them off monthly and has never had trouble” |
| There are 3 tactics that we can use to help our clients broaden their perspective; Cooperation, Scaling or Reframing. Give an example of how we would use one of these tactics. | - Cooperation: Work with the client to work together to find solutions - Scaling: Having the client rate what the chances are that he will be successful and how it can move up - Reframing: Looking at their situation in a different light, focusing on the positive or exaggerating a negative |
| We can use future pacing in 3 different ways to help clients change their present situation by seeing themselves in the future. List one of these ways. | Focused exploring skills, visualization, role playing |
| There are many types of statements that impede effective communication, name one type. | - Over long statements - Put-down questions - Speaking in generalizations - Mind-reading statements - “You did” statements - “You should” statements - “Defending statements - “Threatening statements |
| List one of the ways that the Financial Counseling book suggested dealing with resistance. | - Use tentative qualifiers to soften communication - Use dilemma questions - Use psychology (negative) - Logical consequences – if … then - Advanced: truisms, generic examples, voice inflection, story telling |
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