Communication
Basic Ethics
Advocacy
Crisis Intervention
Conflict Mgmt
100
This is a multifaceted phenomenon manifested through both verbal and non-verbal means.
What is communication?
100
This has been defined as “systems of moral principles, rules and standards of conduct.”
What is ethics?
100
This is "a special type of problem solving which service to protect the personal, legal, and societal rights of an individual."
What is advocacy?
100
This results when a person is faced with a situation that can't be resolved by his or her normal methods of coping.
What is crisis?
100
This can be seen as an opportunity to share differnces between one or more parties in an attempt to better understand each other's view of the problem
What is conflict?
200
This occurs when the message sent is received in the way that the sender intended.
What is effective communication?
200
These are ideals or beliefs held by an individual or group.
What is values?
200
Types of Advocacy include (name 3)?
What is • Individual Advocacy—Advocating for and/or protect the rights of another person(s). • Self-Advocacy—Advocating for oneself. • System or Political Advocacy—Advocating to change “the system” and to promote causes. • Legal Advocacy—Advocating for legal rights. • Legislative Advocacy—Advocating to change laws
200
People in crisis tend to respond to it in the following three ways. (Name two)
What is disruption, regression and accessibilty?
200
This is essential component of negotiation.
What is effective communication?
300
This can communicate respect, concern, and increase both your and your clients comfort. This also affects how we understand others and how they understand us.
What is nonverbal communication?
300
This is sets of standards, based on proven and sound principles of conduct and quality of service, created from within a profession as a means of articulating what constitutes excellence in the field.
What is Professional ethics?
300
This behaving in a manner that allows you to stand up for yourself and what you believe in, or standing up for someone else, while still respecting the rights and feelings of others
What is Assertiveness?
300
These are the three phases in crisis intervention.
What is listenting and focusing on feelings, assessment and action?
300
This includes “mutual understanding, trust and respect, mutual persuasion (rather than coercion), balanced reason and emotion, and communication.”
What is high quality working relationships?
400
This involves emotional and intellectual inputs which help the communicator to understand the meaning and the message accurately.
What is listening?
400
The NVASC Standards for Victim Assistance Programs and Providers defines a set of “Guiding Values” to assist professionals in everyday decision making and practice. These values include: (Name 3)
What is Competence, Integrity,Professional Responsibility,Respect for People's Rights and Dignity, Concern for Others' Welfare and Social Responsibility.
400
Effective advocates are skilled in: (name two)
What is • Negotiation • Making Referrals • Communication • Problem Solving
400
These are questions that encourage people to talk about whatever is important to them. They help to establish rapport, gather information, and increase understanding
What is open-ended questions?
400
At the conclusion of this both parties should define what they will actually do to advance the agreement.
What is negotiation?
500
These are statements of recognition of client's strenghts. They help to build the client's confidence in his or her own ability to change.
What is affirmations?
500
These are the four main topic areas for the standards listed in the previous question. (Name 2)
What is • Scope of Services • Coordinating with the Community • Direct Services • Administration and Evaluation
500
This is forcefully standing up for yourself or another person in a way that does not respect or address the rights, feelings and concerns of others; being so forceful in your own defense that others feel you are trampling on them, and putting your own concerns above everyone else?s.
What is Aggressiveness?
500
This is another key skill in the assessment phase; Example: "I know you are concerned about your partner (or:children, job, finances, etc.) Those are important concerns and I want to help you look at those. Right now, I am concerned about you and want to make sure that you have what you need."
What is focusing?
500
The four common conflict managment styles are? (name two)
What is 1. Aggressive/Confrontive 2. Assertive/Persuasive 3. Observant/Introspect 4. Avoiding/Reactive
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