Deck 7: Reflecting Feelings: a Foundation of Client Experience

Question 1

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.

Answer 1

B

Question 2

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.

Answer 2

D

Question 3

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

Answer 3

D

Question 4

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.

Question 5

Which of the following is NOT an emotional word?

A)Angry
B)Excited
C)Joy
D)Considerate

Question 6

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?"

Question 7

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.

Question 8

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

Question 9

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?"

Question 10

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

Question 11

"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."

Question 12

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.

Question 13

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.

Question 14

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.

Question 15

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

Question 16

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.

Question 17

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

Question 18

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

Question 19

We can thank _____________ for the term "reflection of feeling."

A)Miller
B)Rogers
C)Ellis
D)Beck

Question 20

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.

Question 21

Social emotions include:

A)embarrassment.
B)guilt.
C)pride.
D)all of the above.

Question 22

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.

Question 23

____________ 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

Question 24

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

Question 25

____________ 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

Question 26

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

Question 27

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.

Question 28

Which of the following is the emotional center of the brain?

A)Right brain
B)Limbic system
C)Left brain
D)Hippocampus

Question 29

____________ clients may demonstrate a wrinkled nose and upper lip raised and pursed.

A)Sad
B)Mad
C)Scared
D)Disgusted

Question 30

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

Question 31

____________ 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

Question 32

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

Question 33

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

Question 34

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

Question 35

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

Question 36

The positive, happy emotions are located primarily in the:

A)HPT.
B)TAH.
C)TAP.
D)PAT.

Question 37

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.

Question 38

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

Question 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

Question 40

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."

Question 41

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.

Question 42

Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or 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.
____ "Having more than one physical issue complicates things a good deal."

Question 43

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.

Question 44

"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

Question 45

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.

Question 46

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

Question 47

Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or 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.
____ "You can't walk?"

Question 48

Research suggests that positive emotions produce patterns of thought that are:

A)flexible.
B)creative.
C)integrative.
D)all of the above.

Question 49

Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or 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.
____ "You are wondering how to cope with the changes that age is bringing to you."

Question 50

With some clients, the brief acknowledgment of ____ may be more appropriate.

A)encouragement
B)paraphrase
C)feeling
D)summary

Question 51

Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or 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.
____ "The situation isn't fair after you've worked so hard to do right."

Question 52

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.

Question 53

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.

Question 54

Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or 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.
____ "I hear you saying you are very discouraged and hurting right now.Am I hearing you correctly?"

Question 55

Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or 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.
____ "You feel hurt that your spouse says that."

Question 56

Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or 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.
____ "It hurts."

Question 57

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ Silent crying

Question 58

Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or 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.
____ "Confused and worried?"

Question 59

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.

Question 60

Instructions: Classify each of the following counseling leads as a paraphrase, encourage, or 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.
____ "You're confused and worried over the changes that come with age."

Question 61

Social emotions are built on primary emotions and are learned in family and cultural context.

Question 62

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ "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."

Question 63

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ "As I think about it, my religion has always been and always will be a real comfort to me."

Question 64

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ "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."

Question 65

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ "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."

Question 66

Counselors and therapists can observe and identify unspoken feelings expressed through client nonverbal behavior.

Question 67

Feelings guide our cognitive decisions.

Question 68

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ "I feel sad because my friend and I had a serious argument."

Question 69

Reflecting feelings is central to every helping professional.

Question 70

Feelings are physical and mental.

Question 71

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ "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."

Question 72

If your client can begin from a positive base of emotion, they may be better able to cope with negative issues.

Question 73

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ Angry eyes, blazing with fire, "DAMN!!"

Question 74

Microexpressions are fleeting expressions of concealed emotion.

Question 75

The critical distinction between paraphrasing and reflection of feelings is the emphasis on content and emotion.

Question 76

Change that happens without warmth and empathy is more effective and lasts a longer time.

Question 77

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ "As I reflect on it, I think I am sad in many such situations.Loss and difficulties between people really trouble me."

Question 78

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ "The spirit is in me and I experience it right now as a warm, protective feeling near my heart."

Question 79

Reflections of feeling in the past tense tend to be more useful for reflecting feeling.

Question 80

Instructions: Which of the following client emotional presentations are sensorimotor, concrete, formal operational, or dialectic / systemic?

____ "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."