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Indicate the answer choice that best completes the statement or answers the question.
1. Attending behavior includes the following nonverbal components EXCEPT
a. attentive body language.
b. eye contact.
c. verbal tracking.
d. vocal qualities.
2. One of the things a helper will attend to before the client arrives is
a. the availability of records.
b. the physical setting.
c. time management.
d. travel arrangements.
3. A person’s posture, tone of voice, gestures, and eye contact are examples of
a. active listening.
b. effective communication.
c. nonverbal behaviors.
d. responding.
4. The cornerstone of helping is
a. communication skills.
b. rapport.
c. the helping relationship.
d. the clients.
5. Motivational interviews focus on
a. the culture of the client.
b. the gender of the client.
c. the client’s approach to change.
d. the housing and financial needs of the client.
6. The client’s arrival includes all but which of the following?
a. The review of all available documents
b. The use of “door openers” or “ice breakers”
c. Inquiries about the problem
d. Sharing information about the agency
7. Which of the following questions would not be considered helpful and appropriate?
a. Could you tell me a little about yourself?
b. Why did you do that?
c. How long have you been ill?
d. How does that make you feel?
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8. A strategy or technique that helps the client become more comfortable with the setting and the helper is
a. questioning.
b. listening.
c. a handshake.
d. an icebreaker.
9. “What is helpful?” and “How can the needs of the client be met?” are the two questions that guide
a. crisis intervention strategies.
b. the generalist.
c. helping.
d. the selection of roles.
10. Awareness and sensitivity are keys to working with
a. clients from other cultures.
b. Hispanic clients.
c. resistant clients.
d. challenging clients.
11. A dependent client, poor helping skills, and an unsatisfactory helping relationship are possible results of
a. an overreliance on questions.
b. resistance.
c. ineffective communication.
d. silence.
12. A state of crisis develops when
a. the individual reacts to a traumatic event.
b. the individual’s problem-solving ability fails.
c. all attempts at resolution fail.
d. the problem remains unresolved and the tension becomes unbearable.
13. Clients who may come for help more or less willingly but fail to carry through or participate are
a. culturally different clients.
b. Asian American clients.
c. reluctant clients.
d. resistant clients.
14. Which of the following statements is the best way of eliciting information about a client’s educational
history?
a. What grade did you complete in school?
b. Tell me about your parents’ educational background.
c. Let’s talk about your school experiences.
d. Do you like school?
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15. The stage during which goals are set is called
a. exploring the problem.
b. termination.
c. intervention strategies.
d. client arrival.
16. One person sending a message to another person with the conscious intent of affecting the receiver’s
behavior is called
a. active listening.
b. communication.
c. effective communication.
d. paraphrasing.
17. Missing appointments, rejecting the helper, and inattentiveness are examples of
a. reluctance.
b. resistance.
c. cultural differences.
d. shyness.
18. Defining crisis for an individual depends on several factors including
a. how hazardous or threatening the event is.
b. past experiences with crises.
c. the individual’s interpretation of the event.
d. personality traits.
19. Resolution-focused brief therapy includes ALL but which of the following stages?
a. Building a relationship
b. Identifying client weaknesses
c. Establishing goals
d. Establishing goals
20. The key to responding to a client’s message is for the helper to
a. use ice breakers.
b. clarify the client’s statement.
c. paraphrase.
d. know his or her intent before speaking.
21. The foundation of all group functioning is
a. leadership.
b. human service support.
c. self-help.
d. communication skills.
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22. The who, what, where, when, and why of a message is the
a. affective component.
b. cognitive component.
c. SOLER.
d. questioning component.
23. An individual, a small group, or a geographic area are examples of
a. clients.
b. self-help groups.
c. human service roles.
d. formal helping.
24. The behaviors of helpers as they attend to both the verbal and nonverbal communication of the client is
called
a. active listening.
b. effective communication.
c. the expression of feelings.
d. “hearing” cues.
25. Encouraging responsibility and promoting self-help are
a. the focus of questioning.
b. supported by the office setting.
c. the result of listening.
d. the goals of the helping process.
26. How does working with an interpreter influence the helping process?
27. Imagine that you are a human service professional providing service to a family whose home was
recently destroyed by fire. What role will you play in this intervention? What helping skills will you
use?
28. Describe two ways in which the helping relationship reflects bi-directionality.
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Answer Key
1. c
2. b
3. c
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