Communication
What is one way to show someone you are listening when they are speaking?
What is appropriate eye contact, nodding, or providing verbal acknowledgment.
What is a personal boundary?
What is a limit set by a person that help protects their physical, emotional, and personal well being.
When you enter a room where people are gathered, what is an appropriate way to greet them?
What is saying hello, waving, or offering another appropriate greeting.
Name one healthy coping skill you can use when you feel stressed or frustrated.
Deep breathing, listening to music, walking, journaling, or taking space.
You are running late for a scheduled appointment. What should you do?
Notify staff and communicate the reason for the delay.
What should you do if you do not understand what someone is telling you?
What is politely asking them to repeat or clarify what they said.
A peer asks to borrow your personal belongings at the board and care facility/ILF. What can you say?
What is telling them you are not allowed because it is against program rules.
You are waiting in line at a store, and someone steps in front of you. What is an appropriate response?
Politely address the situation or ask for assistance without becoming confrontational.
You are becoming irritated during a conversation. What is one thing you can do before responding?
Pause, take a breath, and give yourself time to think before speaking.
What is the difference between reacting impulsively and making a thoughtful decision?
An impulsive reaction happens without considering consequences; a thoughtful decision considers options and possible outcomes.
You want to ask a staff member a question, but they are talking to someone else. What is an appropriate way to get their attention?
Wait until they finish, then politely ask if they have a moment.
Someone tells you personal information about another resident. Should you share that information with other people? Why or why not?
No. Respecting confidentiality helps maintain trust and protects others' privacy.
Someone does not return your greeting. Does that automatically mean they dislike you?
No
A staff member tells you that you cannot participate in an activity you were looking forward to. You feel disappointed. What are two healthy ways to manage these feelings?
Take space, use a coping skill, communicate your disappointment respectfully, or ask for clarification.
You and another peer disagree about what to watch on television. What is one way you could resolve the disagreement?
Take turns choosing, or compromise, or find another activity you enjoy.
A staff member gives you feedback about something you did. You disagree with what they are saying. How can you communicate your disagreement respectfully?
Listen without interrupting, explain your perspective calmly, and ask questions if you need clarification.
Someone is standing very close to you, and you feel uncomfortable. What is an appropriate way to address this?
What is politely asking them to give you more personal space.
You are participating in a group activity, but one person keeps interrupting and dominating the conversation. How could you respond appropriately?
Politely ask for a chance to speak or suggest giving everyone an opportunity to participate.
You notice that you have been feeling more irritable, sleeping poorly, and isolating yourself from others. Why is it important to recognize these changes?
They may be early warning signs of increased stress or changes in mental health. Recognizing them allows you to seek support early.
You are upset about a program rule and feel tempted to ignore it. What could you do instead of reacting quickly?
Ask staff to explain the rule, communicate your concerns respectfully, and discuss appropriate ways to address the situation.
You disagree with someone's opinion. How can you express your disagreement?
Respectfully acknowledge their perspective and explain your own using statements such as "I see it differently because..."
During a conversation, another person disagrees with you. How can you respond without arguing?
Listen to their perspective, acknowledge the disagreement, and express your opinion respectfully.
You are in the community and overhear two people laughing. You begin to think they might be laughing about you. What is an appropriate way to handle the situation without making assumptions or creating a confrontation?
Recognize that there may be other explanations, avoid jumping to conclusions, redirect your attention, and seek support if you remain distressed.
Why is it sometimes better to walk away when you are feeling upset?
It can be good to take space and take a break to prevent further negative feelings.
You are experiencing an emergency outside of your clinician's regular working hours and are unable to reach them. What should you do to get assistance?
Call the program's designated on-call support line for assistance.