Crowdly

Maintaining non-judgmental attitude

Pitying the client and feeling sorry for them

Using facial expression that express care and concern

Trying to quickly relieve the client's pain

Scenario: A friend calls you at midnight to talk about their job. You were sleeping but wake up and answer the phone. They ask if you have time to talk.

Match the responses with the correct communication style.

"Suuure. I have time to talk. It's not like I was sleeping or something." (tone sounds sarcastic)

"Are you crazy?! Its midnight! I was asleep!" (hangs up - tone sounds angry)

"It's very late and I was asleep. I can't talk right now but I can call you tomorrow." (tone is even and calm)

"Ummmm...sure I guess have time to talk to you" (tone sounds resigned)

Appears cold, angry and intimidating

Match the behavioural description with the correct communication style.

Put's other needs first and neglects their own needs

Submissive, gives in to others

May feel resentment and victimized

Uses sarcasm

Expresses feelings, thoughts and needs without threatening others

Puts their needs first at the expense of others

Direct, clear and honest with communication

Good eye contact. Relaxed, open body posture

Appears cooperative but then is disruptive or subtly sabotages

Uses hostile and abusive language

Appear passive but then act out their anger in indirect ways

What word did WIlma use to start the refusal with a fact?

Hmm, yah, Actually,

Sure,

No,

Was Wilma's tone acceptable and not defensive?

True

False

How did Wilma do a good job of actively listening?

Her body language did not show defensiveness.

All of the above.

She had good eye contact

She echoed when she said "ceiling lift"

accept the HCA's suggestion

The regular HCA responds to Wilma's first solid reason "I'm a student" with another helpful suggestion. So Wilma needs to...

give another solid reason.

apologize.

Wilma's reason is a solid reason because...

She suggestion is outside her scope of practice as a student

She doesn't want to take the suggestion

She doesn't want to annoy her instructor.

At the end of the conversation, there is a friendly rapport between Wilma and the regular HCA.

False

True

Wilma is a student HCA. When she hears the regular HCA's suggestion, Wilma keeps a friendly rapport by...

looking thoughtful and clarifying by echoing the words 'ceiling lift'.

saying she is sorry she cannot do it.

immediately telling her co-worker a solid reason why she cannot take the suggestion.