James is a case manager for a homeless shelter. His responsibilities include conducting intake interviews with applicants, identifying appropriate resources, and coordinating treatment team meetings for his clients.
Maria is a Latina woman who has been living in her car with her two children. She has just come into the shelter and meets with James for an intake interview.
(1)James: Come in, Maria, and have a seat . (Extends his hand)
(2)Maria: Thank you . (Shakes James's hand)
(3)James: How can I help you?
(4)Maria: Well, I need clothes for my two children, and we are hungry.
(5)James: OK, we can help with that. Do you have a place to stay?
(6)Maria: No .
(7)James: Would you like to find a place to stay?
(8)Maria: Yes .
(9)James: Why are you homeless?
(10)Maria: My husband died. (Looks down and is wringing her hands)
(11)James: How did he die?
(12)Maria: (Begins to cry)He had a heart attack.
(13)James: When did he die?
(14)Maria: (Visibly upset)Two months ago.
(15)James: So, how did you lose your home?
(16)Maria: (Crying)My two babies are so young, I didn't want to leave
(17)them alone, and I lost my job . (She pauses)
(18)James: Ummm…what about other family?
(19)Maria: They are all in a different part of the country.
(20)James: Oh…
(21)Maria: (Sits silently, crying, with her head down)
The dialogue between James and Maria illustrates which of the following pitfalls of interviewing?
I.Giving advice
II.Rushing to fill silence
III.Premature problem solving
IV.Overreliance on closed questions
A)I and II
B)II and IV
C)I and IV
D)II and III

Question

James is a case manager for a homeless shelter. His responsibilities include conducting intake interviews with applicants, identifying appropriate resources, and coordinating treatment team meetings for his clients.
Maria is a Latina woman who has been living in her car with her two children. She has just come into the shelter and meets with James for an intake interview.
(1)James:  Come in, Maria, and have a seat . (Extends his hand)
(2)Maria:  Thank you . (Shakes James's hand)
(3)James:  How can I help you?
(4)Maria:  Well, I need clothes for my two children, and we are hungry.
(5)James:  OK, we can help with that. Do you have a place to stay?
(6)Maria:  No .
(7)James:  Would you like to find a place to stay?
(8)Maria:  Yes .
(9)James:  Why are you homeless?
(10)Maria:  My husband died. (Looks down and is wringing her hands)
(11)James:  How did he die?
(12)Maria:  (Begins to cry)He had a heart attack.
(13)James:  When did he die?
(14)Maria:  (Visibly upset)Two months ago.
(15)James:  So, how did you lose your home?
(16)Maria:  (Crying)My two babies are so young, I didn't want to leave
(17)them alone, and I lost my job . (She pauses)
(18)James:  Ummm…what about other family?
(19)Maria:  They are all in a different part of the country.
(20)James:  Oh…
(21)Maria:  (Sits silently, crying, with her head down)
The dialogue between James and Maria illustrates which of the following pitfalls of interviewing?
I.Giving advice
II.Rushing to fill silence
III.Premature problem solving
IV.Overreliance on closed questions ​
A)I and II
B)II and IV
C)I and IV
D)II and III

Quizplus · Accepted Answer

James uses many closed questions, which can limit the depth of the conversation, and he also rushes to fill the silence, not allowing Maria the space to process her emotions.

James Is a Case Manager for a Homeless Shelter