Question 1

Name one reasonwhy a client might be angry.

Accepted Answer

A client might be angry due to poor customer service. If a client feels neglected, misunderstood, or disrespected by a company's customer service team, it can lead to frustration and anger. This could be the result of long wait times, unhelpful responses, being passed around to multiple representatives without resolution, or a perceived lack of empathy for their situation. Poor customer service can significantly impact a client's experience and satisfaction with a company.

Question 2

Name 2 of the 4 steps in disarming anger effectively.

Accepted Answer

Two of the four steps in disarming anger effectively are:

1. **Active Listening**: This involves giving your full attention to the person who is angry, acknowledging their feelings without judgment, and demonstrating that you understand their perspective. Active listening can help de-escalate the situation by making the person feel heard and valued. It includes using techniques such as nodding, maintaining eye contact, and reflecting back what the person has said to show comprehension.

2. **Expressing Empathy**: Empathy is the ability to understand and share the feelings of another. When dealing with an angry person, expressing empathy can help to validate their emotions and show that you care about their concerns. This doesn't mean you have to agree with their viewpoint, but rather that you recognize the emotions they are experiencing. Phrases like "I can see why you're upset" or "It makes sense that you'd feel that way" can go a long way in calming the person down.

The other two steps, not mentioned here, typically involve finding common ground and problem-solving to address the underlying issues that triggered the anger. These steps are part of a larger strategy to manage conflict and communicate effectively in tense situations.

Question 3

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

Accepted Answer

The number one mistake case managers often make when clients are angry with them is failing to actively listen and validate the client's feelings. When a client is upset, they want to feel heard and understood. If a case manager immediately becomes defensive or dismissive, it can escalate the situation and damage the relationship with the client.

Active listening involves giving the client full attention, acknowledging their concerns without judgment, and reflecting back what has been said to ensure understanding. Validation means recognizing the client's emotions and conveying empathy for their situation, even if the case manager cannot change the outcome or disagrees with the client's perspective.

By not practicing active listening and validation, case managers miss the opportunity to de-escalate the situation, build trust, and work collaboratively with the client to find a resolution. It's important for case managers to remain calm, professional, and empathetic, even in the face of anger, to effectively manage the situation and maintain a productive client-manager relationship.

Question 4

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

Accepted Answer

The answer of What are 2 reasons why it is...

Question 5

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

Accepted Answer

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

Question 6

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:

Accepted Answer

The answer of <b>In at least 5 exchanges (that is,the...

Question 7

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."

Accepted Answer

The answer of What part of the following statement is...

Question 8

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

Accepted Answer

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

Question 9

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."

Accepted Answer

The answer of What is wrong with the following statement:...

Question 10

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:

Accepted Answer

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 11

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

Accepted Answer

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

Question 12

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

Accepted Answer

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

Question 13

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

Accepted Answer

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 14

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

Accepted Answer

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

Question 15

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

Accepted Answer

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

Question 16

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

Accepted Answer

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

Question 17

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

Accepted Answer

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

Question 18

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

Accepted Answer

The answer of The client is angry and shouting in...

Exam 11: Addressing and Disarming Anger

Name one reasonwhy a client might be angry.

Name 2 of the 4 steps in disarming anger effectively.

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

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

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

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."

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

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."

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

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

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

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

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

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

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

Exam 11: Addressing and Disarming Anger

Name one reasonwhy a client might be angry.

Name 2 of the 4 steps in disarming anger effectively.

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

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

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

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."

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

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."​

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

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

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

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

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

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

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

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

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

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

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."

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

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

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

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

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

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

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