Deck 3: Communication

Question 1

Communication is a process whereby information is enclosed in a package and is channeled and imparted by a sender to a receiver via some medium. All forms of communication require a sender, a message, and an intended recipient. The receiver then decodes the message and gives the sender what?

A)Messages
B)Feedback
C)Acknowledgement
D)Information

Answer 1

Feedback

Question 2

Macro communication is ideally utilized in social work practice on a regular basis and consists of words in written or oral formats. There are four different types used in policy, advocacy, management, and practice. Fiduciary, task, and persuasion are three; what is the fourth?

A)Authoritarian
B)Motivational
C)Visual
D)Public relations

Answer 2

Public relations

Question 3

Communication to facilitate getting the job done in social work practice is referred to as task communication. It is facilitated by rationale planning. Task communication is contingent upon the method used such as policy, advocacy, community, or management practice. Community practice facilitates planning efforts that benefit who?

A)Group therapy participants
B)Local political leaders
C)The community as a whole
D)Individual families living in small communities

Answer 3

The community as a whole

Question 4

Task communication in management practice serves three purposes: (1) to ensure the delivery of a quality product or service; (2) to establish a co-operative, competent workforce; and (3) to provide corrective feedback. What is a manner by which a social worker can make this successful?

A)Devise a discipline procedure
B)Initiate public hearings
C)Communicate through visual aides
D)Write a letter to the local congressman

Question 5

Visual communication, as the name suggests, is communication through visual aid and is described as the conveyance of ideas and information in forms that can be read or looked upon. Visual communication solely relies on vision and is primarily presented or expressed with two dimensional images. What is an example of a visual image?

A)Typography
B)Illustration
C)Signs
D)All of the above

Question 6

The evaluation of a good visual communication is mainly based on measuring comprehension by the audience, not on personal aesthetic preference as there are no universally agreed-upon principles dictating beauty and ugliness. Excluding two dimensional images, there are other ways to express information visually and they may include what?

A)Radio
B)Posters
C)Typography
D)E-mail

Question 7

Persuasion is a form of social influence. It is the process of guiding individuals toward the adoption of an idea, attitude, or action by rational and symbolic means. It is a problem-solving strategy and relies on appeals rather than what?

A)Force
B)Manipulation
C)Coercion
D)Dissuasion

Question 8

Persuasion changes attitudes in individuals and this is a response to communication. The work of Carl Hovland states there are factors that can affect the persuasiveness of a message. The target characteristic refers to the person who receives and processes the message. What is another characteristic?

A)Self-esteem
B)Credibility
C)Source
D)Attractiveness

Question 9

Cognitive routes of persuasion send a message that will appeal to an individual's cognitive evaluation in changing an attitude. The central route to persuasion presents the individual with data and motivates them to evaluate it, arriving at an attitude changing conclusion. What is another route to attitude change?

A)Target
B)One-sided
C)Peripheral
D)Outstanding

Question 10

Interpersonal communication is usually defined by describing participants who are dependent upon one another and have a shared history. Communication channels, the conceptualization of media that carry messages from sender to receiver, take two distinct forms. What are the two forms?

A)Context and conceptual
B)Oral and visual
C)Context and written
D)Direct and indirect

Question 11

Interpersonal communication involves conditions that precede or surround the communication. It also consists of present or past events from which the meaning of the message is derived. In the case of written communication, conditions may depend upon the statements preceding and following the quotation in question. What are these conditions called?

A)Context
B)Outside influences
C)Extraneous variables
D)Conflict

Question 12

Assertive communication is the ability to express positive and negative ideas and feelings in an open, honest, and direct way. A person overcomes the fear to speak his or her mind or trying to influence others, but doing so in a way that respects the personal boundaries of others. Assertive communication allows us to constructively confront and find a mutually satisfying solution where conflict exists. What is a characteristic of assertive communication?

A)Eye contact
B)Body posture
C)Timing
D)All of the above

Question 13

There are six main characteristics of assertive communication that include eye contact, body posture, gestures, voice, timing, and content. Eye contact demonstrates interest, body posture will improve the significance of the message, gestures add to emphasis, voice levels are modulated to a convincing tone, and timing to maximize receptivity. What is the sixth characteristic?

A)Passive voice
B)Temperament
C)Content
D)None of the above

Question 14

Passive communication manifests when we are not in environments or family systems that support our true feelings or needs. We withhold our truth in an attempt to avoid saying something uncomfortable, potentially upsetting, or confrontational. Passive forms of communication are not only unclear and rich with misinterpretation, but they also lead to feelings of manipulation and ongoing resentment. What is a characteristic of passive communication?

A)Speaking your mind
B)Eye contact
C)Very little talk
D)Hand gestures

Question 15

Aggressive communication is expressed in a forceful and hostile manner and usually involves alienating messages. Those who communicate in an aggressive manner are generally perceived as selfish and unwilling to compromise. An aggressive communication style is usually linked to a desire to hurt others, to exact revenge, or may reflect poor emotional development. Which of the following is an example of aggressive communication?

A)You choose and make decisions for others
B)Others feel humiliated, defensive, and resentful
C)You are direct and forceful
D)All of the above

Question 16

Visual communication by e-mail is a textual medium and commonly expressed with emoticons and embedded digital images. Gestures and body language are another form of expressing information. Visual communication on the World Wide Web is perhaps the most important form that takes place while users are surfing the internet. What is an example of a two dimensional visual communication?

A)Television
B)Radio
C)Signs
D)Animations

Question 17

Persuasion is a form of social influence that does not force an individual to think in a specific manner. It is the process of guiding individuals toward the adoption of an idea, attitude, or action by rational and symbolic means. What is this form of communication often confused with?

A)Force
B)Manipulation
C)Coercion
D)Dissuasion

Question 18

Communication is a process whereby information is enclosed in a package and is channeled by a sender to a receiver via some medium. All forms of communication require an area of commonality that includes what?

A)Message
B)Sender
C)Recipient
D)All of the above

Question 19

Public relations communication in community practice is aimed at establishing an appropriate working relationship between community planners and community members. An effective PR campaign must sell a vision of a planning outcome. It must respect local culture and minimize polarization of community subgroups. This is part of a format utilizing what kind of communication?

A)Visual
B)Macro
C)Aggressive
D)Assertive

Question 20

Public hearings that are informational, that seek citizen input, and that are deliberative are successful avenues of communication in management practice. Another good source is surveys. These communicate the needs and resources of a community. What kind of communication is being described?

A)Task communication
B)Visual communication
C)Oral communication
D)None of the above

Question 21

Visual aids may include graphic designs, drawings, color, and electronic resources. Communication also explores the idea that a visual message accompanying text has a greater power to inform, educate, and persuade. What is an example of a visual image?

A)Typography
B)Illustration
C)Signs
D)All of the above

Question 22

Passive communication is a form of expression that is ineffective. Individuals are generally afraid of confrontation and do not feel they have the right to make their wishes and desires known. Passive communication can lead to feelings of what?

A)Excitement
B)Anxiety
C)Credibility
D)Trust

Question 23

Allan is a social worker providing services in a home environment. Due to an unexpected turn of events, the father in the family has been fired from his job. Allen expresses positive and negative ideas in an open, honest, and direct manner. The family understands there is a need to locate other resources immediately until the father can find new employment. What kind of communication did Alan utilize with the family?

A)Passive
B)Visual
C)Aggressive
D)Assertive

Question 24

A social worker has brought a famous football player into a youth shelter facility to speak with adolescents. The football player talks about his troubled upbringing and his life growing up in a foster care home. He stresses positive outcomes that came about due to his own determination. What form of communication is being utilized?

A)Assertive
B)Persuasive
C)Aggressive
D)Visual

Question 25

Rebecca is providing clinical social work in a children's hospital. One of her clients is a 4-year-old little boy with autism. Communication with him has been difficult and he will not look at her when she is speaking. Rebecca notices he likes to look at the framed artwork on his hospital room wall. The social worker brings in pictures of a little boy putting on his pajamas for bed. The autistic child stares at the pictures and then pulls his own pajamas out of a drawer. Rebecca has used what form of communication?

A)Assertive
B)Oral
C)Visual
D)Sensory

Question 26

Larry is a patient in a nursing facility who receives social work services. He expresses concern that he keeps forgetting to do simple things like brush his teeth and go to the cafeteria for breakfast. Larry does not like to read due to poor comprehension skills, but enjoys looking at magazines. The social worker makes him a chart on a dry erase board with pictures depicting his daily routine. Larry is able to put a checkmark by them as they are completed and erase the marks at bedtime. What form of communication is Larry now able to use to fulfill his day?

A)Visual
B)Sensory
C)Conceptual
D)Passive

Question 27

Katelyn appears for a recommended parenting class. The social worker notices she keeps her head down and eyes to the floor during the group session. When discussion takes place, Katelyn stares at her hands and tries not to be noticed. After the class is over, the social worker attempts to make conversation with her. Katelyn just smiles and quietly leaves the building. What kind of communication was Katelyn utilizing with the social worker?

A)Aggressive
B)Assertive
C)Visual
D)Passive

Question 28

Context in interpersonal communication involves conditions from immediate surroundings. Normal safe disclosures may become ambiguous or offensive if they take place in a crowded public area. These influences do not constitute the message by themselves, but rather these extraneous nuances do what?

A)Change the message's effective meaning
B)Cause the speaker to pause during conversation
C)Require more use of visual communication
D)Has no effect on communication

Question 29

Task communication in management practice communicates the needs and resources of a community. Citizen input is a must that can be accomplished with surveys or what other type of successful avenue?

A)Debates
B)Public hearings
C)Newspaper ads
D)Rallies

Question 30

Communication requires that all parties have a sender, a message, and an intended recipient. The receiver then decodes the message and gives the sender appropriate feedback. What are two manners of completing this transaction?

A)Sensory and audio
B)Visual and passive
C)Auditory and nonverbal
D)Sensory and nonverbal

Question 31

Aggressive communication is a method of expressing needs and desires that do not take in to account the welfare of others. They are often expressed in a forceful and hostile manner, and usually involve alienating messages. Those who communicate in an aggressive manner are generally perceived as what?

A)Passive
B)Assertive
C)Selfish
D)Mean

Question 32

A social worker appears at a home for a session with a new family. The father meets the worker at the door and explains his family does not need any help. The worker asks to come in and just meet everyone. This time the father tells the social worker to leave immediately in a louder tone of voice. What kind of communication is the family member expressing?

A)Assertive
B)Aggressive
C)Hostile
D)Friendly

Question 33

A young couple walks hand in hand through the park without speaking. Once entering the subway terminal to return home, the young man starts talking about plans they have made for a weekend getaway. The woman can barely hear him over the roar of the trains and noise from the crown. She feels he is bringing this up now to try and get out of going. What caused this communication to fail?

A)The young man did not speak loud enough.
B)The woman misunderstood what he was saying.
C)There were extraneous nuances.
D)They have had this talk before.

Question 34

Assertive communication allows us to constructively confront and find a mutually satisfying solution where conflict exists. A person overcomes the fear to speak his or her mind or trying to influence others, but doing so in a way that respects the personal boundaries of others. There are several characteristics, such as posture. Why is this important to assertive communication?

A)Demonstrates interest
B)Adds to emphasis
C)Maximizes receptivity
D)Improves the significance of the message

Question 35

Cognitive routes of persuasion send a message that will appeal to an individual's cognitive evaluation in changing an attitude. The peripheral route encourages the individual to not look at the content, but at the source. This is commonly seen in modern advertisements that feature celebrities. What is another route to attitude change?

A)Target
B)One-sided
C)Central
D)Aggressive

Question 36

Ashley goes to the lunchroom in her human service office to eat with colleagues. Fellow social workers enjoy talk about their children, what's for dinner, and plans for the weekend. One of the colleagues begins speaking about a new social worker within the office. The talk turns to opinionated mistakes that were made on a case. Which of the following is the best response?

A)You should make sure there are no other people listening
B)A supervisor should be contacted immediately
C)Let the new social worker know what derogatory comments were made
D)Avoid any negative criticism of colleagues in communications with other professionals

Question 37

A social worker within a case management meeting discovers the client being referenced is the neighbor of another social worker. After the meeting, information is disclosed to the neighboring social worker concerning domestic violence history and drug addiction. That evening, the client goes outside and yells for their missing dog. The neighboring social worker mistakenly calls the police and reports domestic violence. What form of professionalism did this violate?

A)Confidentiality
B)Interdisciplinary collaboration
C)Incompetence of colleagues
D)Discrimination

Question 38

A child abuse referral comes into the local human service office and a social worker is assigned to investigate. During the initial interviews with family members, it is discovered that abuse may have also occurred with an elderly adult in the home. The social worker is not knowledgeable on handling adult abuse cases. What should be the next move on this case?

A)The social worker should contact the police
B)Consultation should occur with a professional adult protective service worker
C)Conduct a second interview with the elderly adult
D)Order the elderly adult to a nursing home

Question 39

Katelyn is a social worker in a geriatric facility. Recently, she began an intimate relationship with her supervisor. Other supervisees have complained that Katelyn gets special attention and easier workloads. Since social work ethics clearly state this type of relationship should be avoided, what needs to happen?

A)Katelyn should resign her position.
B)The supervisor should resign his position.
C)Professional responsibilities should be transferred to avoid a conflict of interest.
D)The supervisor should treat Katelyn equally among the staff.

Question 40

A social worker dealing with a substance abuse client finds methods being utilized are not effective or making reasonable progress. There have been consistent failed drug tests and the client is on probation at work. During the last social worker's home visit, the client was under the influence and could not function appropriately during conversation. What is the next step?

A)Notify a supervisor to close down the case
B)Call the police and share the failed drug test results
C)Continue the working relationship in an office atmosphere
D)Refer the client to another professional who has expertise in drug abuse addiction

Question 41

Roger's fellow social work colleague recently got divorced and has been drinking excessively in the evenings. Work is starting to be affected due to the colleague coming in late and not being available during on-call status. Roger has attempted to talk with his friend about this concern, but has seen no progress.

A)Roger should notify his ex-wife to try to rectify the situation
B)Roger should continue consultation with the colleague at his home
C)Roger should drive him home after a night out
D)Roger should take action through appropriate channels within the agency

Question 42

Unethical conduct of social work colleagues should not be tolerated. It is the responsibility of each professional to be knowledgeable about policies and procedures for handling these concerns at the local, state, and national level. These were created by NASW, licensing boards, employees, and agencies. What is the first procedure in handling this problem?

A)Consult with the colleague in regards to the concern when feasible
B)Contact the NASW or licensing board to report unethical conduct
C)Keep a log of unethical practices by the colleague
D)Help the social worker in interdisciplinary meetings

Question 43

Social workers should always ensure the documentation within client records is accurate and reflects the services provided. Timely documentation will facilitate the delivery of services and make certain future services will continue. What is the most important thing expected of social workers when providing documentation?

A)Have clients sign off on all documentation
B)Provide copies to the client
C)Share this information with fellow colleagues as needed
D)Protect client's privacy to the extent possible

Question 44

Ronald accepted a position as a clinical social worker in a hospital setting. When trainings are offered he denies them, stating he does not have the time. Conferences and seminars are also missed. When Ronald is assigned a new case that becomes complicated, he is unaware of what services are required. What area of expertise is Ronald lacking?

A)Work management
B)Competency
C)Time management
D)Professionalism

Question 45

A clinical social work position comes available at Mountain View Hospital, which is next to Aimee's home. She is a licensed social worker that has been employed through a local agency dealing with abuse/neglect cases. The requirements for the job include experience in a geriatric facility. Aimee tells the interviewer she has worked in this capacity several times in the past. When checking references, the interviewer discovers Aimee has not been truthful in her responses. What professional ethic has the social worker violated?

A)Dishonesty, fraud, and deception
B)Private conduct
C)Misrepresentation
D)Competency

Question 46

Social workers should promote the maintenance of high standards in their practice. They must uphold the knowledge, value, ethics, and mission of the profession. Social workers should contribute time to activities that promote respect for competency such as research, consultation, presentations in the community, and teaching. What is being described?

A)Acknowledging credit
B)Solicitations
C)Public participation
D)Integrity of the profession

Question 47

Social workers must always respect the privacy of their clients. They should not solicit private information unless it will benefit the client through the provision of services or when conducting an evaluation. Once this information is shared, confidentiality is applied. What is the exception for disclosing private information?

A)Conflict of interest
B)Necessary to prevent serious harm
C)Payment for services
D)Termination of services

Question 48

A social worker has provided counseling services to a victim of domestic violence. When services are complete and a fee is proposed, the client does not have the ability to pay. Instead, the client offers to mow the social worker's grass once a week for the entire summer. Which of the following is correct?

A)Get the agreement in writing so the client cannot back out
B)Discuss another service so the client does not come to the home
C)Avoid accepting goods or services from clients as payment
D)Get authorization through a supervisor

Question 49

A social worker in a hospital setting assumes the case of an elderly woman needing help obtaining Medicaid. The social worker gets the forms from the agency's Medicaid worker and fills them out accordingly for the patient. Once the benefits are approved, the social worker bills the client for services rendered. Is this fee fair to the patient?

A)No. The client could have received the service through the Medicaid worker free.
B)No. The hospital should apply the fee since the benefit was obtained while the client was a patient.
C)Yes. The social worker did the work of another service provider.
D)Yes. The patient should have waited until they got out of the hospital to apply.

Question 50

A client who has been receiving counseling services by a social worker on a fee for service basis is overdue on the payments. A contract had previously been drawn up and the client agreed on the set rate. The social worker makes the decision to terminate services. Is it ethical to close a case based on nonpayment?

A)No. The client has a legal right to receive social work services if they cannot pay.
B)Yes. The social worker can terminate services if there is no imminent danger to the client.
C)No. The social worker should redo the payment contract to accommodate financial needs.
D)No. The client should seek out the social worker's supervisor to rectify the problem.

Question 51

A meeting is held to determine progress and further required services for a family. Those in attendance include the social worker, psychologist, teacher, probation officer, and family members. The social worker will contribute to decisions that affect the well-being of all clients. This is an example of what kind of professionalism?

A)Colleague consultation
B)Professional group therapy
C)Interdisciplinary collaboration
D)Privacy and confidentiality

Question 52

Social workers should engage in political and social action that ensures all people have equal access to employment, resources, opportunities, and services required to meet their basic needs. Expansion of choice for people who are vulnerable, disadvantaged, or oppressed should be acted upon by the social worker. What is an example of political or social action?

A)Volunteers are needed for a job fair aimed at the disadvantaged
B)A bill is being proposed that would eliminate training costs of oppressed individuals seeking work
C)Passing out pamphlets detailing a business expansion to other professionals that describes a positive social impact
D)All of the above

Question 53

Elizabeth has accepted a social work position in a clinical setting starting in two weeks. She is notifying all of her clientele of the change and terminating services. Elizabeth has written up a consent form to have her clients sign accepting the termination. What is the professional manner for handling this situation?

A)The social worker's supervisor should notify the client of termination
B)The social worker should inform clients of options for the continuation of services
C)The social worker should bring clientele with her to the clinical setting
D)None of the above