Chapter 4: Dynamics of Effective Communication

Question 1

What are the 3 types of communication barriers?

Answer 1

1) Noise
2) Defence Mechanisms
3) Power Differentials

Question 2

The interference of the transfer of information.

Answer 2

Noise

Question 3

What are the 3 types of noise?

Answer 3

1) Ambiguity
2) Contradiction
3) Redundancy

Question 4

When a communication is not clear, the message received by the listener can be very different from the message the speaker intended to send.

Answer 4

Ambiguity

Question 5

Communication that sends two conflicting messages at the same time.

Answer 5

Contradiction

Question 6

Communication that is so repetitious that the people on the receiving end tend to stop listening.

Answer 6

Redundancy

Question 7

A noisy communication behaviour where you are saying yes and no at the same time.

Answer 7

Yes-But

Question 8

A noisy communication behaviour where you are talking as though you know what someone else thinks or feels.

Answer 8

Mind-Read

Question 9

A noisy communication behaviour where you are assuming that a bad outcome is inevitable.

Answer 9

Negative Prediction

Question 10

A noisy communication behaviour where you are asking questions that pressure the other person to agree with you.

Answer 10

Leading Question

Question 11

A noisy communication behaviour where you have a hopeless, passive outlook.

Answer 11

Complaint

Question 12

A noisy communication behaviour where you are venting anger or irritation at others.

Answer 12

Attack

Question 13

You can reduce noise by shifting your awareness from ________ you’re saying to ________ you’re saying it.

Answer 13

What

How

Question 14

Psychological strategies relating the world that are developed unconsciously to protect people from shame, anxiety, and other emotionally painful experiences that they are unable to handle.

Answer 14

Defense Mechanisms

Question 15

Projection, repression, denial, armouring, deflection, resistance, and suppression are all examples of ____________.

Answer 15

Defense Mechanisms

Question 16

A defense mechanism in which a person unconsciously rejects their own unacceptable attributes, thoughts, or feelings by ascribing them to objects or other people.

Answer 16

Projection

Question 17

A defense mechanism in which feelings or memories that are too painful to bear are blocked from conscious awareness.

Answer 17

Repression

Question 18

A defense mechanism that involves active refusal to recognize or acknowledge the full implications of an unpleasant reality. It bears some similarity to repression, but requires the collaboration of the conscious mind.

Answer 18

Denial

Question 19

Chronic patterns of involuntary muscular contraction in the body that block and limit emotional expression.

Answer 19

Armouring

Question 20

A psychological defense that involves ignoring or turning away from stimuli that trigger emotions to prevent the recognition or full awareness of the material associated with the emotion.

Answer 20

Deflection

Question 21

An unconscious reluctance to change, even if the change is perceived as desirable rather than threatening.

Answer 21

Resistance

Question 22

Conscious pushing away of anxiety-producing ideas, urges, desires, feelings, or memories.

Answer 22

Suppression

Question 23

____________ can have a negative impact on the client’s ability to communicate effectively, they may be hesitant to raise concerns about boundary issues, and they may resent the practitioner’s power and challenge them in different ways.

Answer 23

Power Differentials

Question 24

The underlying foundation of good communication and being able to navigate challenging topics. The ability to observe one’s feelings and emotions and those of others, differentiate among them, and utilize them to direct their thoughts and behaviours.

Answer 24

Emotional Intelligence

Question 25

Common emotions that often cause confusion or stress for practitioners. Examples include sadness, fear, anxiety, annoyance, and anger.

Answer 25

Strong Emotions

Question 26

Treating the client as a person (not an object), admitting your mistakes, and encouraging the client to speak up are examples of communicating respect for client ________.

Answer 26

Boundaries

Question 27

A harmonious relationship marked by trust, openness, and mutual understanding.

Answer 27

Rapport

Question 28

Being punctual, maintaining eye contact, speaking with enthusiasm, and using the client's name frequently with correct pronunciation helps to build ________.

Answer 28

Rapport

Question 29

What are 3 points to keep in mind when communicating about your own boundaries?

Answer 29

1) Be proactive 2) Be assertive (rather than passive or aggressive) 3) Be consistent

Question 30

Communicates clearly, with minimal emotional content. The voice tone is neutral (not a monotone), but a natural intonation free from hostility.

Answer 30

Assertive Language

Question 31

Communicates a lack of self-esteem or self-confidence. The tone of voice may be whiny, hesitant, or self-deprecating. Statements are generally ambiguous, failing to clearly specify what the practitioner wants or expects to have happen and what the consequences will be if the client does not comply.

Answer 31

Passive Language

Question 32

Communicates undertones of anger through the words, the voice tone, or both.

Answer 32

Aggressive Language

Question 33

The transmission of evaluative or corrective information about an action, event, or process. Plays a beneficial role in our personal and professional lives.

Answer 33

Feedback

Question 34

What are the 3 steps to managing negative feelings?

Answer 34

1) Clarify your feelings 2) Clarify your goal 3) Decide on next steps (give feedback, respond to feedback, talk about boundaries, skip conversation)

Question 35

The behaviours and qualities that mark an individual as reliable, competent, trustworthy, and polished.

Answer 35

Professionalism

Question 36

What are the 3 primary issues to consider when communicating beyond the treatment room?

Answer 36

1) Ambiguity 2) Privacy 3) Professionalism

Question 37

What are 4 other types of communication to consider beyond the treatment room?

Answer 37

1) Telephone 2) Written Communication 3) Electronic Messages 4) Social Media

Question 38

A state of disharmony between incompatible or antithetical persons, ideas, or interests.

Answer 38

Conflict

Question 39

Harmony of conduct or practice; reliability or uniformity of successive results or events.

Answer 39

Consistency

Question 40

Conversations where boundaries are set in the initial phases of working with clients, with the objective of preventing boundary crossings and violations from occurring.

Answer 40

Proactive Discussions

Question 41

The act of revealing professional or personal information about oneself.

Answer 41

Self-Disclosure