The silent treatment is an example of which of the basic principles of the communication process?
What are the channels of communication?
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?
Name two things women are more likely to do in conversation.
Give an example of an intensifier.
Give an example of a qualifier
In conversation, men are more likely to focus on what?
People react within the first 4 minutes and form a first impression, what are some of the criteria they base their reaction on?
Describe the orientating reflex, and give an example of when this may occur.
What are the 5 major components of communication?
There two process elements that inherently effect communication, what are they?
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?
In which of the following communicative styles is the client almost solely responsible? (Authority/Expert, Facilitation or Laissez-Faire)
Inadequate preparation, Vague instructions, failure to follow the Rules of Communication and Culture are all __________ of Communication. (fill in the blank)
What are the 4 rules of communication?
Comparing new information to stored experience to determine the meaning describes which of the dimensions of listening? (Attending, Assigning meaning, Categorizing, Remembering)
What are the 4 rules of listening?
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)
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)
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.
List one of the three ways to use verbal pacing
Describe the difference between restating and paraphrasing
When using pacing, it is important to pay close attention to the elements of communication, name 2 of the 4.
If a client uses more than one learning style while communicating, what does this tell us?
Exploring tactics are used to gather information. If we choose to use selective pacing, what are we selecting to pace?
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”
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”
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?
“Why did you write a check to the landlord knowing you had a zero balance?” is what type of question?
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)
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)
There are many ways a client may express a discrepancy either verbally or non-verbally, give an example of expressed ambivalence (non-caring attitude).
If a client uses implied causation to show discrepancy in their statements, they will use what word?
Which type of discrepancy is a client using when they categorize experiences using words like everybody, nobody, always or never?
Use one of the 3 ways to explore generalizations – “Credit cards always get you into 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.
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.
There are many types of statements that impede effective communication, name one type.
List one of the ways that the Financial Counseling book suggested dealing with resistance.