Cc2: Interviewing & Communication Skills For Rescare Workforce Services
To be completed after the Interviewing & Communication Skills WebEx Training.
- 1.True or False: The interview is a structured discussion with job seekers to hear their work-related stories, to understand their motivations, to help them learn to become self-sufficient and to identify their strengths.
- A.
True
- B.
False
- 2.What are some of the benefits of the "Building on Strengths" approach? (Choose all that apply.)
- A.
Focusing on success is more positive.
- B.
People can build upon successes.
- C.
Success is energizing.
- D.
It is more beneficial to focus on barriers, they need to be resolved first.
- 3.What are some things you should focus on during the "R" phase (Relate with Rapport) of the REACH Interview Plan? (Choose all that apply.)
- A.
Be sure you are prepared before the meeting
- B.
Give a warm welcome
- C.
Focus only on getting paperwork done to be more efficient
- D.
Build a positive emotional connection and put the customer at ease
- E.
Establish action steps that customers will follow-up on
- 4.What are some things you should focus on during the "E" phase (Establish the Purpose) of the REACH Interview Plan? (Choose all that apply.)
- A.
Explain why you are meeting and what you plan to accomplish
- B.
Focus on barriers
- C.
Ensure customer’s understanding of program objectives
- D.
Ask the customer what s/he would like to accomplish
- E.
Plan the next meeting
- 5.True or False: The "A" phase (Appraise the Situation), is a time to draw out the customer's story and focus on defining the customer's situation, strengths, barriers and needs.
- A.
True
- B.
False
- 6.True or False: During the "C" phase (Commit to Action) of the REACH Interview Plan, the career advisor should make a commitment to action but should not require any commitment from the customer.
- A.
True
- B.
False
- 7.What are examples of Attending Behavior? (Choose all that apply.)
- A.
Eye contact
- B.
Attentive body language
- C.
Vocal style
- D.
Verbal following
- 8.True or False: Closed-ended questions can be used to obtain or claify information, but tend to close off communication.
- A.
True
- B.
False
- 9.Which are examples of empathy statements? (Choose all that apply.)
- A.
That's not really my problem.
- B.
We can't be concerned about that right now.
- C.
You're too sensitive.
- D.
I can see why you feel that way.
- E.
I'm tired of your excuses.
- 10.What are some ways that we can give feedback more effectively? (Choose all that apply.)
- A.
Phrase feedback in the form of a behavioral description.
- B.
Do not label or generalize.
- C.
Be vague or vaguely threatening.
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