TCI 2

Question 1

What are the non-verbal techniques in active listening?

Answer 1

• Silence
• Nods
• Facial Expression
• Eye Contact

Question 2

What is the meaning in spoken communication?

Answer 2

Meaning= Facial Expression (55%)
Tone of Voice (38%)
Words (7%)

Question 3

What are the encouraging and eliciting techniques in active listening?

Answer 3

• Tone of voice
• Minimal encouragement
• Door openers
• Closed questions
• Open questions

Question 4

What are the two understanding responses in active listening?

Answer 4

1. Reflective response

2. Summariation

Question 5

What are the eight behavioral support techniques?

Answer 5

From least intrusive to most intrusive:

1. Managing the environment
2. Prompting
3. Caring gesture
4. Hurdle help
5. Redirection and Distraction
6. Proximity
7. Directive statements
8. Time away

Question 6

What are the goals of Emotional First Aid?

Answer 6

P- provide immediate help to reduce emotional intensity (co-regulation)
R- resolve the immediate crisis
K- keep the child in the program/activity

Question 7

What are the strategies of Emotional First Aid?

Answer 7

1. Drain off emotions
2. Clarify events
3. Maintain the relationship and lines of communication
4. Remind the child of expectations and mediate the situation if necessary

Question 8

What are the stages in the conflict cycle?

Answer 8

Stressful Situation->Young Person’s Feelings->Young Person’s Behavior->Adult’s Response

Question 9

What are ways to avoid conflict?

Answer 9

(Addresses Four Questions We Ask Ourselves In Crisis)
Using positive self talk (how am I feeling)
Listening and validating feelings (what does the youth feel/need/want)
Managing the environment (how is the youth effected by the environment)
Giving choices and time to decide
Appeal to youth’s self-interest
Redirect the young person to another positive activity
Drop and change the expectations (how do I best respond)