Deck 11: Addressing and Disarming Anger

Question 1

Which of the following is not considered an appropriate means of disarming an angry client and defusing his or her angry outburst?​

A) ​Maintaining a calm even tone of voice
B) ​Relaxed movement
C) ​Reflective listening
D) ​Calling a time out-a period of cooling off

Answer 1

D

Question 2

The number one mistake case managers often make when clients are angry with them?​

Answer 2

Answers will vary​

Question 3

In David Burns' Feeling Good,which of the following is not one of the recommended four steps in disarming anger?​

A) ​Being appreciative
B) ​Finding common ground
C) ​Cutting off the counselee and redirecting him or her to a more relevant or relaxed topic
D) ​Asking for more information

Answer 3

C

Question 4

The client is angry and shouting in a room full of other clients who are eating lunch.The worker ignores the client,loudly clears the room of all the other clients in a breathless manner,yells at the shouting client,"We know what we're doing here! We know what is best for you! Don't you dare come in here and yell at me!" List at least 4 things the worker did wrong

Question 5

Which of the following is not generally regarded as a "common" reason why clients become angered?

A) ​They have a history of feeling marginalized
B) ​Confusion
C) ​Psychopathology
D) ​The need for attention

Question 6

What part of the following statement is the case manager's opinion: "I will honor your request but I feel you are avoiding a real source of help."

Question 7

A client in a group setting is becoming more and more angry.You sense a palpable feeling that a violent outburst may be ready to occur,a situation that might present danger to others.The first and most critical step is:

A) ​Calling security or the police
B) ​Securing the safety of others
C) ​Utilizing reflective listening
D) ​Responding in a calm tone of voice

Question 8

When a client is angry,the counselor must delineate between fact finding and "grilling." Grilling has the potential to be construed as: ​

A) ​An attempt to prove the client wrong
B) ​An attempt to confuse the client
C) ​A me-vs.-you approach
D) ​An attempt to demean the client

Question 9

Disarming anger is a vital component in establishing ____________ and in allowing the practice of ____________.

A) ​Rapport | empathy
B) ​Dialogue | sympathy
C) ​Understanding | communication
D) ​Rapport | anger management

Question 10

What is wrong with the following statement: "You are not listening to me.I feel that you would be better off if you went to rehab."​

Question 11

Name one reasonwhy a client might be angry.

Question 12

Counselors who start out with the assumption that they will receive no trouble from a client are setting themselves up for:​

A) ​Failure
B) ​A trap
C) ​Disappointment
D) ​Exhaustion

Question 13

Name 2 of the 4 steps in disarming anger effectively.

Question 14

A recommended tool for disarming anger associated with discharged agency clients is:​

A) ​A follow-up phone call
B) ​A follow-up questionnaire
C) ​An open-door policy
D) ​Better communication from the outset

Question 15

In at least 5 exchanges (that is,the client says 5 things and you say 5 things)disarm this angry client.He says: "I am so sick and tired of saying the same thing over and over again.Every time I come in here it's a new worker.One gets married,one gets a better job,one goes on vacation and never comes back.We start all over again."
Write your answer as a process recording using the following format:

Question 16

What are 2 reasons why it is important to disarm anger?​

Question 17

Focusing on a solution in order to disarm anger is best described as being:​

A) ​Conciliatory
B) ​Reciprocal
C) ​Collaborative
D) ​Negotiated

Question 18

Reacting with an authoritative tone to a situation in which a client's anger appears on the verge of escalating can:​

A) ​Demonstrate to the client that you are in charge
B) ​Show that you are not going to allow the anger/outburst to continue
C) ​Fuel an already volatile situation
D) ​Unwittingly demonstrate to the client that you are helpless