Flashcards in Crisis Intervention-Ch 2, Crisis Intervention Skills Deck (113)
crisis intervention involves three components
1. the crisis
2. the individual or group in crisis
3. the crisis intervener
what is of paramount importance to crisis intervention
ability to communicate effectively
who quoted "when the eyes say one thing and the tongue another, a practiced man relies on the first."
Ralph Waldo Emerson
____ _____ is a significant factor in effective communication because it influences the meaning of a message being sent from one person to another
several reason for attending and focusing on nonverbal communication.
1. meaning of a conversation is derived mostly from nonverbal communication(voice, face,body)
2. feelings and emotions are more accurately revealed by nonverbal means
3. nonverbal portion of a message conveys meanings and intentions that are relatively free of deception and distortion.
4. nonverbal cues represent more efficient means of communication than verbal cues
5. nonverbal messages are usually sent without conscious thought and are more accurate indicators of someones true feelings than verbal
The most important function of the human face is the
communication of emotions
The ____ also allow one to express emotion
When positive emotions are experienced, the pupils ______. When negative emotions are experienced, the pupils ____
In the mainstream culture of America, direct eye contact is usually viewed as
display of credibility
This type of communicate is a sense of openness that stimulates communication or communicates a sense of unavailability.
open hands and relaxed arms and legs demonstrate _____ while crossed arms and legs communicate ____ and ____
inaccessibility and defensiveness
use of space, distance, and territory influence communication and send messages to both speaker and listener
area surrounding our physical selves within which others are generally welcome
___ is related to the closeness with which we allow others during communication
Hall identified four zones:
1. intimate distance- 0 to 18 inches
2. personal distance- 1 to 4 ft
3. social distance- 4 to 12 ft
4. public distance- 12 ft or more
____ is defined as that space which we perceive as ours.
territory- rigid behavior in elevator, moving when someone sits too close, placing coats between oneself and the person wanting a seat
Amount of space, distance and territoriality are influenced by factors such as
ethnicity or race
degree of acquaintance
vocal qualities and characteristics that allow us to differentiate one person's vocal cues from another are referred to as
paralanguage--loudness, pitch, rate,duration, quality, regularity, articulation, pronunciation and silence
who quoted "to listen well is as powerful a means of communication and influence as to talk well"
John Marshal, former chief justice of Supreme Crt
____ is a passive behavior
hearing- does not involve attention or effort
____ is an active behavior
listening- requires one to not only hear sounds, but to differentiate between the words used
There are essentially four levels of listening
2. marginal listening
3. evaluative listening
4. active listening
At the lowest skill level is _____, where the person hearing the noise makes no effort to listen
the ___ ____ hears words and sounds, but does not compute the message.
marginal listening--Persons in crisis have trouble focusing on the here and now
___ ____ listen to the message, but do not capture the feelings behind the words. They concentrate to an extent, yet they focus on making a rebuttal to speakers message.
evaluative listening- empathy is lacking and continually interrupts the speaker without fully listening to the message
Another form of evaluative listening involves __________________, listening. Listener is only interested in the content in the speakers communication that is of relevance to the listeners ends.
Just the facts, ma'am"
____ _____ try to understand both the content and the context of the message.
active listeners-- are keenly aware of nonverbal cues and specific cues to help detect the context. These sensitive, effective listeners respond appropriately to the speakers message
The listening process is not complete without the listener providing _____ to the speaker.
______, as a form of feedback, put the essence of the speakers message into the listeners own words
paraphrasing- creates empathy, establishes rapport