Crisis Intervention-Ch 2, Crisis Intervention Skills Flashcards Preview

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Flashcards in Crisis Intervention-Ch 2, Crisis Intervention Skills Deck (113)
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1

crisis intervention involves three components

1. the crisis
2. the individual or group in crisis
3. the crisis intervener

2

what is of paramount importance to crisis intervention

ability to communicate effectively

3

who quoted "when the eyes say one thing and the tongue another, a practiced man relies on the first."

Ralph Waldo Emerson

4

____ _____ is a significant factor in effective communication because it influences the meaning of a message being sent from one person to another

Nonverbal communication

5

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

6

The most important function of the human face is the

communication of emotions

7

The ____ also allow one to express emotion

eyes

8

When positive emotions are experienced, the pupils ______. When negative emotions are experienced, the pupils ____

enlarge, contract

9

In the mainstream culture of America, direct eye contact is usually viewed as

display of credibility

10

This type of communicate is a sense of openness that stimulates communication or communicates a sense of unavailability.

body cues

11

open hands and relaxed arms and legs demonstrate _____ while crossed arms and legs communicate ____ and ____

openness
inaccessibility and defensiveness

12

use of space, distance, and territory influence communication and send messages to both speaker and listener

proximity

13

area surrounding our physical selves within which others are generally welcome

personal space

14

___ is related to the closeness with which we allow others during communication

distance

15

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

16

____ 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

17

Amount of space, distance and territoriality are influenced by factors such as

beliefs,
values
gender
age
ethnicity or race
status, personality
degree of acquaintance

18

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

19

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

20

____ is a passive behavior

hearing- does not involve attention or effort

21

____ is an active behavior

listening- requires one to not only hear sounds, but to differentiate between the words used

22

There are essentially four levels of listening

1. nonlistening
2. marginal listening
3. evaluative listening
4. active listening

23

At the lowest skill level is _____, where the person hearing the noise makes no effort to listen

nonlistening

24

the ___ ____ hears words and sounds, but does not compute the message.

marginal listening--Persons in crisis have trouble focusing on the here and now

25

___ ____ 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

26

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"

27

____ _____ 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

28

The listening process is not complete without the listener providing _____ to the speaker.

feedback

29

______, as a form of feedback, put the essence of the speakers message into the listeners own words

paraphrasing- creates empathy, establishes rapport

30

____ is the technique of repeating the last word or phrase the subject said and putting a question mark after it.

mirroring- helps when listener is at loss for words. Helpful in early stages of crisis, can serve to build rapport.