Chapter 7—Reflecting Feelings: A Foundation of Client Experience
MULTIPLE CHOICE
1. Paraphrasing is concerned with feeding back the key points of what a client has said. Reflection of
feeling, in contrast, involves:
a.
observing emotions.
b.
naming emotions.
c.
repeating emotions back to the client.
d.
helping clients become more effective.
2. We can thank _____________ for the term “reflection of feeling.”
a.
Miller
b.
Rogers
c.
Ellis
d.
Beck
3. Which of the following is a common quality of both paraphrasing and reflection of feeling?
a.
They are both included in feedback to the client.
b.
They may be found together in the same statement.
c.
They are both used in interviews.
d.
All of the above.
4. There is a distinctive difference between paraphrasing and reflection of feeling. Paraphrase focuses on
________ and reflection of feeling is concerned with ________.
a.
content; emotion
b.
emotion; content
c.
content; observations
d.
observations; emotion
5. When the interviewer reflects feeling, he or she can expect the client will ________.
a.
experience their emotional state more fully
b.
talk in more depth about their feelings
c.
correct the interviewer’s reflection with a more accurate descriptor
d.
all of the above
6. When the counselor intentionally uses a(n)_________________, he or she can expect the client will
feel heard. They will tend to go on further and not repeat the same story again.
a.
encourager/restatement
b.
paraphrase
c.
reflection of feeling
d.
confrontation
7. If a ____________ is inaccurate, it provides the client with an opportunity to correct the counselor. If
a questioning tone of voice is used, the client may elaborate further.
a.
paraphrase
b.
reflection of feeling
c.
summary
d.
all of the above
8. The first task in eliciting and reflecting feelings is to _________ key emotional words expressed by the
client.
a.
recognize
b.
paraphrase
c.
reflect
d.
confront
9. In order to reflect feeling, the interviewer must first identify the presenting emotion. Which of the
following is NOT a method to identify feelings?
a.
Match one of the primary emotions to client behavior.
b.
With a closed question, ask the client to supply the missing feeling word.
c.
Ask an open question: “How do you feel about that?”
d.
Name the feeling expressed implicitly by client behaviors.
10. The effective salesperson:
a.
wisely ignores the feelings of her or his clients.
b.
carefully observes the emotions so he or she can optimize sales.
c.
will note the feelings of clients and may regularly reflect them back.
d.
none of the above.
11. Which of the following is NOT an emotional word?
a.
Angry
b.
Excited
c.
Joy
d.
Considerate
12. Which of the following correctly details the techniques of reflecting feelings?
a.
Sentence stem, feeling label, content summary, past tense, check-out
b.
Feeling label, brief context, sentence content, tense, check-out
c.
Sentence stem, feeling label, brief context, tense, check-out
d.
Feeling label, brief context, tense, check-out, closing
13. The check-out is important because:
a.
it provides the client room to clarify things that the interviewer may have missed.
b.
it tends to clarify what the client has been saying.
c.
if the counselor is wrong, the client can come back and restate the issue more clearly.
d.
all of the above.
14. The most immediate and potentially powerful tense for a reflection of feeling is:
a.
past tense.
b.
present tense.
c.
future tense.
d.
all tenses have equal power.
15. What should you do when the feelings of the client are not fully understandable and seem confused?
a.
Ignore the feeling until you understand fully what the client is saying.
b.
Paraphrase and summarize what you have heard.
c.
Reflect the feelings as you have heard them, but include a checkout for accuracy.
d.
All of the above.
16. Nonverbal indications of a client who is deeply emotional may most often include:
a.
rapid breathing, speech hesitations, and facial flushing.
b.
relaxed body posture concealing deeper feelings.
c.
focusing on a single topic to the exclusion of all others.
d.
all of the above.
17. Josephine: I’ve been in this “home” for three years now. The staff doesn’t care, my family never
comes, and the food is awful.
Which is the most appropriate reflection of her implicit feelings?
a.
“Josephine, you sound really angry. Is that close to what you are feeling?”
b.
“Josephine, you are frustrated and angry. Is that close to what you are feeling?”
c.
“Josephine, you sound really frustrated!”
d.
“Josephine, I hear that you are frustrated. Underneath that, you sound lonely . . . and
angry? Is that close to what you are feeling?”
18. Accurately reflecting feeling results in:
a.
bringing out the richness of the client’s emotional world.
b.
helping clients sort out complex feelings and thoughts.
c.
grounding the counselor and client in basic experience.
d.
all of the above.
19. “I feel really terrible. My folks have divorced. They have moved apart and I don’t know where to live.”
Which would be a reflection of feeling in response to this client?
a.
“You’re really confused.”
b.
“Really terrible?”
c.
“Sounds like you’re really upset and are confused as to what to do next.”
d.
“Looks like you have had a bad experience. I can see that it would be tough deciding what
to do next.”
20. Barry: (Jiggling his feet and shuffling restlessly) I can’t get the scene from the World Trade Center
bombing off my mind. It keeps coming up in my dreams again and again. I don’t understand what’s
going on.
Which is the most appropriate response?
a.
“You seem to be anxious right now. Could you tell me more about your story and what’s
happening for you?”
b.
“You seem to be anxious right now? Is that close?”
c.
“The lack of sleep is really frustrating you.”
d.
“You wonder what is going on?”
21. Feelings are so important in the counseling process that you should:
a.
reflect every feeling you observe as it comes along.
b.
only reflect those feelings that are directly apparent.
c.
avoid reflecting discrepant feelings.
d.
none of the above.
22. Which of the following is basic to empathic understanding?
a.
Warmth
b.
Appropriate smiling
c.
Showing that you respect and care for your client
d.
All of the above
23. Your warmth may be described as the __________ that holds empathy and the possibility of positive
change together.
a.
engine
b.
glue
c.
thought
d.
all of the above
24. Client: Since my mother was diagnosed with cancer, I’ve been really worried and concerned. She just
doesn’t look as well as she did before; she needs a lot more rest.
Which of the following interviewer responses is reflection of feeling?
a.
“Your mother has cancer and she needs more rest.”
b.
“You seem really worried and concerned about your mother.”
c.
“Your mother looks well, but she needs more rest.”
d.
“Umm, tell me more.”
25. Which of the following is CORRECT regarding the skill of reflecting feelings?
a.
It is probably one of the easiest skills for you to master.
b.
It is probably the skill we use the most in our daily communications.
c.
It is probably one of the skills that takes more time to get fully comfortable with.
d.
All of the above
26. Which of the following will NOT help you practice reflection of feeling?
a.
Combine reflection of feeling with paraphrasing.
b.
Become aware of and competent in each of the microskills
c.
Focus on integrating reflection of feeling with questioning, encouraging and paraphrasing.
d.
Use the skill as frequently as possible, and gradually integrate the microskills naturally
into your personal style.
27. The following primary emotions, in terms of facial expression and language, have been validated
throughout the world in all cultures. These primary emotions are ________.
a.
mad, annoyed, angry, contempt, surprised, and furious
b.
sad, mad, glad, surprised, contempt, and scared
c.
happy, joyous, excited, nervous, contempt, and surprised
d.
surprised, disgusted, caring, guilt, obstinate, and contempt
28. Social emotions include:
a.
embarrassment.
b.
guilt.
c.
pride.
d.
all of the above.
29. Which of the following is the emotional center of the brain?
a.
Right brain
b.
Limbic system
c.
Left brain
d.
Hippocampus
30. When a client feels anger, the ________ energizes the limbic HPA axis, and hormones lead to a faster
heartbeat, higher blood pressure, breathing changes, and muscular tension.
a.
TAP
b.
amygdala
c.
pituitary gland
d.
all of the above
31. Sorting out mixed feelings is best done, according to the authors, by:
a.
using the exact words of the client.
b.
paraphrasing feelings clearly, encouraging, and then summarizing.
c.
noting ambivalent words such as “confusion” and discovering underlying deeper feelings
through questioning and reflection of feeling.
d.
carefully bringing out additional specifics of the client’s emotional world.
32. The positive, happy emotions are located primarily in the:
a.
HPT.
b.
TAH.
c.
TAP.
d.
PAT.
33. ____________ clients may demonstrate a general tension and increased breathing rate, averted eyes or
raised eyebrows, furrowed brow, biting the lips, crossed arms, or anxious playing with fingers.
a.
Sad
b.
Mad
c.
Scared
d.
Disgusted
34. ____________ clients may demonstrate an upright body position, frowning, and a louder or forced
vocal tone; the mouth and jaws may be tense and lips tightened, fists clenched or the palms down.
a.
Sad
b.
Mad
c.
Scared
d.
Disgusted
35. ____________ clients may demonstrate a mouth curved down and upper eyelids droop. A raise of the
inner brows. Their body may slump or the shoulders drop, while vocal tone may be soft and speech
rate slow.
a.
Sad
b.
Mad
c.
Scared
d.
Disgusted
36. ____________ clients may demonstrate a wrinkled nose and upper lip raised and pursed.
a.
Sad
b.
Mad
c.
Scared
d.
Disgusted
37. Assuming you have sufficient trust, you might try ___________ to help a client increase emotional
expression, you might try:
a.
commenting on their nonverbals
b.
asking them to repeat emotionally loaded words
c.
holding back for an interview or two and avoiding the issue
d.
both a and b
38. Which of the following may NOT help clients slow down and regain control of their emotions?
a.
Join clients where they are
b.
Pace clients appropriately
c.
Gestalt exercises
d.
All of the above
39. Which of the following would be a possible way to help clients increase emotional expression?
a.
“What are you feeling right now at this moment?”
b.
“Pay attention to the feelings in your body.”
c.
“Would you go back and say that again?”
d.
All of the above
40. Which of the following might be useful to help clients decrease emotional expression?
a.
“Let’s stop for a moment and breathe deeply.”
b.
“Would you say that again?”
c.
“Pay attention to the feelings in your body.”
d.
All of the above
41. Research suggests that positive emotions produce patterns of thought that are:
a.
flexible.
b.
creative.
c.
integrative.
d.
all of the above.
42. Choose the FALSE statement regarding positive and negative emotions.
a.
Positive emotions make everything OK for client’s negative issues.
b.
Do not minimize difficult emotions by too quickly focusing on the positive.
c.
Identifying positive feelings helps balance the focus on negative emotion.
d.
A wellness assessment provides positive emotions to draw on when needed.
43. When a client is depressed, you can expect less brain activity in the:
a.
prefrontal cortex.
b.
limbic system.
c.
right brain and amygdala.
d.
hippocampus.
44. If a client is continually talking about negative emotions, which of the following is most true and
helpful?
a.
Encourage them to continue as they wish. This will empower them to make their own
decisions.
b.
Work to identify strengths and positives that the client has available, thus empowering
them to face the negatives on a basis of strength.
c.
Ask them to identify positive feelings in their body.
d.
All of the above.
45. Which one of the following is an example of a suggestion to help clients focus more on positive
emotions?
a.
Watch a comedy on TV or at the movies.
b.
Volunteer at their church or for their favorite charity.
c.
Going out with friend.
d.
All of the above.
46. Acknowledging feelings is:
a.
another term for reflection of feeling.
b.
not a recognized term associated with the microskills.
c.
brief recognition of feeling before moving on with the client story.
d.
reflection of feeling used mainly with adult clients.
47. Which of the following represents a potential limitation of reflection of feeling?
a.
Not all clients will appreciate your comments on their feelings.
b.
Empathic reflection can have a confrontational quality to some clients.
c.
Timing is particularly important with reflection of feeling.
d.
All of the above.
48. With some clients, the brief acknowledgment of ____ may be more appropriate.
a.
encouragement
b.
paraphrase
c.
feeling
d.
summary
49. The client enters the room and immediately starts crying. After a short time, she says, “I’m totally
upset. I can’t sleep. I feel so anxious.” She then starts crying again.
She is displaying a(n) ____.
a.
sensorimotor emotional orientation
b.
concrete emotional orientation
c.
abstract / formal operational orientation
d.
abstract dialectic / system orientation
50. “I see the situation differently each time I look at it. It’s so sad and I feel so badly that I lost my friend
in the accident and I worry that I didn’t do more to help. At the same time, I treasure the memories and
feel so glad to have shared the world, even in this short time. Providence sends us so many different
things.”
The client is displaying a(n) ____.
a.
sensorimotor emotional orientation
b.
concrete emotional orientation
c.
abstract / formal operational orientation
d.
abstract dialectic / system orientation
COMPLETION
Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or reflection
of feeling.
P
for paraphrase
E
for encourage
R
for reflection of feeling
Client: I really wonder what’s going to happen to me. I find myself aging faster than I anticipated. I
simply can’t do all that I’d like to do anymore. It makes me sick just to think of it. I’m confused and
worried.
1. ____ “Confused and worried?”
2. ____ “You are wondering how to cope with the changes that age is bringing to you.”
3. ____ “You’re confused and worried over the changes that come with age.”
Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or reflection
of feeling.
P
for paraphrase
E
for encourage
R
for reflection of feeling
Client: Yes, somehow it just doesn’t seem fair. I’ve taken care of myself, worked hard and my spouse
just says I’m angry and bitter. It hurts.
4. ____ “You feel hurt that your spouse says that.”
5. ____ “The situation isn’t fair after you’ve worked so hard to do right.”
6. ____ “It hurts.”
NOT: Use only after assigning course reading Appendix III of Instructor’s Manual
Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or reflection
of feeling.
P
for paraphrase
E
for encourage
R
for reflection of feeling
Client: If it were just my arthritis, I think I could deal with it, but I didn’t expect to have muscle spasms
and leg cramps so bad I can’t walk as well. I feel totally useless.
7. ____ “Having more than one physical issue complicates things a good deal.”
8. ____ “You can’t walk?”
9. ____ “I hear you saying you are very discouraged and hurting right now. Am I hearing you correctly?”
Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal
operational, or dialectic / systemic?
SM
for sensorimotor
C
for concrete
F
for formal operational
DS
for dialectic / systemic
10. ____ Silent crying
11. ____ “I feel sad because my friend and I had a serious argument.”
12. ____ “As I reflect on it, I think I am sad in many such situations. Loss and difficulties between people
really trouble me.”
13. ____ “Perhaps my sadness is representative of my family and cultural background. We gave so much
attention to getting along that I have real trouble in dealing with conflict. None of us ever argued.”
14. ____ Angry eyes, blazing with fire, “DAMN!!”
15. ____ “I was walking down the hall in the high school and this group came up to me and called me a
filthy name (insert in your own mind, what might be said). I just came out as gay. I feel really angry
about it. Well, as I think about it, it is good that I can get angry. In the past, I used to hide who I was.
Perhaps I can feel a little better about myself as I allowed myself to get angry.“
16. ____ “This school really makes it hard for gays and lesbians to be themselves. It upsets me and makes
me angry, but I also know that I’ve got to deal with the system as it is if I am ever going to help it
change. Those who fear me are perhaps the ones who need the most help.”
17. ____ “Spirituality is vital in my culture. I have gained so much from my family’s observing all the
Holy laws and rituals. I gain great comfort from my surroundings.”
18. ____ “The spirit is in me and I experience it right now as a warm, protective feeling near my heart.”
19. ____ “Last night, we had a family ritual. The first thing we did was to sit down and pray together. I got
a real feeling of comfort just in being there.”
20. ____ “As I think about it, my religion has always been and always will be a real comfort to me.”
TRUE/FALSE
1. The critical distinction between paraphrasing and reflection of feelings is the emphasis on content and
emotion.
2. Reflections of feeling in the past tense tend to be more useful for reflecting feeling.
3. Counselors and therapists can observe and identify unspoken feelings expressed through client
nonverbal behavior.
4. Change that happens without warmth and empathy is more effective and lasts a longer time.
5. Reflecting feelings is central to every helping professional.
6. Social emotions are built on primary emotions and are learned in family and cultural context.
7. Feelings are physical and mental.
8. Microexpressions are fleeting expressions of concealed emotion.
9. Feelings guide our cognitive decisions.
10. If your client can begin from a positive base of emotion, they may be better able to cope with negative
issues.
11. While learning to identify and reflect client feelings it is critical for prospective counselors and
interviewers to focus only on their client’s personal history and ability to deal with emotions.
ESSAY
1. Write reflections of feeling, paraphrases, and encouragers to the following client statements.
a.
“I don’t like this test. It is too long and difficult. It makes me angry when the instructor
provides open-ended statements and expects me to provide the correct answer.”
b.
“I’m so pleased with myself. I did well on the examination in spite of the unfairness of the
instructor. He’s a nice person, but it was I who straightened the situation out. But on the
other hand, he did sit and listen to me when I complained. A funny person he is.”
c.
“How do you expect me to handle role-playing a skill I don’t even understand? I’ve read
the book three times and still it isn’t clear. I’ve tried, but I am just so confused in this
course.”
2. Write three responses (present tense, past tense, and future tense) to each of the following client
statements. Indicate whether your response is an open or closed question, a paraphrase, an encourager,
or a reflection of feeling.
a.
“I’ve lived alone all my life. My parents died when I was young and it has been tough. But
I’ve survived and I’m proud of what I have done.”
b.
“Well, one thing for sure. My stepfather was really hard on me. I can’t say I really like
him, but I do respect him a great deal.”
c.
“But then, my mother-in-law right now really bugs me. She reminds me of my stepmother
⎯ always harsh and brassy. Not sensitive at all.”
3. Describe potential risks or drawbacks of reflecting feelings. Discuss how and when reflection of
feelings may be used unwisely.
4. Discuss the importance of positive emotions in counseling and therapy. Describe different strategies
for positive reflection.
5. You are working with a client who gets over-involved and too deep in emotion. There is a clear need
to tone down emotional expression. How would you go about this?
6. How might you encourage a client who resists emotion to express feelings more fully?
7. Discuss how the skill of acknowledgment of feeling may be useful in settings outside of counseling
and interviewing.
8. Imagine you are talking with a client who has lost a grandparent. Provide examples of sensorimotor,
concrete, formal, and dialectic/systemic expressions of emotion.