Rapport Building
Clarifying Values
Seeking Solutions
Resolution/Referral
Toss Up
200

It sounds like you feel ____ because ____ is the pattern or formula for a what?

What is a Reflective Statement

200

This is the first step in organizing information

What is identifying what is important to the caller?

200

Have you thought about trying.... Is it possible the .... might help, are all examples of what?

What is suggestive phrasing for discussing solutions?

200

Always review the _____ with the caller so it is clear what they will do

What is plan?

200

"I feel sorry for you" and "I am sorry you are going through this" are examples of this.

What is sympathy?

What is something CS should not say?

400

This stage focuses most on the caller's ______

What is Feelings/Emotions?

400

An important part of this stage involves gathering _______

What is facts / information?
400

Exploring the range of options and consequences can be called what

What is Brainstorming?

400

It is important to check out the callers ____ about the steps they will take

What is feelings?

400

To empower the caller to act upon his or her own solutions

What is goal of counseling model?

600

Ability to identify with and understand another's feelings, situation and concerns; tuning in to other's feelings

What is empathy?

600

This is a question to ask to get the caller to express their specific goals.

What is what would you like to see happen?

600

In this stage it is important to focus on the caller's ______

What is resourcefulness and autonomy?
600

Provide complete detailed information to the caller when giving these

What is referrals?

600

This is one of the general guidelines regarding self-disclosure on calls.

What is do not disclose?

800

"Uh huh.....OK.... Right"  Are all examples of what?

What is attending behaviors / minimal prompters

800

Some calls require a listener to assess ____ early in the call.

What is safety / physical safety?

800

When the caller asks "What should I do?" a good listener avoids this.

What is giving advice?
800

Invite the caller to _____ if the problem persists

What is call back?
800

These two skills are necessary to communicate empathy and build rapport

What are reflection and attending behaviors?

1000

"Can you tell me more about that?" is an example of this

What is open ended question?

1000

A technique where call specialists reflect the issues and concerns that the caller designates as important and helps establish the problem or conflict is called this

What is summarize or summary?

1000

Saying these two words shifts the focus of the call from the caller to the listener

What is "I think"?

1000
This should be offered when appropriate
What is a follow up call?
1000

The counseling model is client-centered and largely based on the work of this person

Who is Carl Rodgers?

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