©BRAINBARTER 2024/2025
310 EXAM 1 STUDY GUIDE Questions
With Verified Answers.
When would a case manager use confrontation with a client? - answer✔-Client says something
but doesn't follow through
-Body language contradicts what they said, or behavior is contradictory
-Client has a perception you disagree with
-Client has unrealistic expectations for you or for himself
-The client asks for help but doesn't follow through with suggestions
-Client says they have certain values, but their behavior doesn't match what they say.
What are the four parts of a complete I-MESSAGE used for confrontation? - answer✔1. Your
CONCERN/ feelings/ observations about the situation
2. A NON BLAMING description of what you have seen or heard, of the behavior
3. The tangible OUTCOME for you as result or the possible consequences for the client
4. An INVITATION TO COLLABORATE on a solution
EX: I think what concerns me is your being late for the last four appointments has caused a lot of
scrambling on my part to catch up the rest of the day. How about we look at your schedule and
figure something else out
What are the rules for confrontation? - answer✔-Be matter of fact
-Be tentative
-Take full responsibility for your observations
-Always collaborate
-Do not accuse the other person
, ©BRAINBARTER 2024/2025
-Do not confront because you are angry
-Do not be judgmental
-Do not give the client a solution
-Focus on tangible behavior or communication
-Timing
Why would a case manager ask permission to share ideas? - answer✔-Asking permission to
share ideas leaves the client in charge of his or her solution and free to reject the offer of ideas.
What are some common reasons clients may be angry? - answer✔-Client is angry because of
something agency has done
-Clients is angry about something you have said or done
-The client is fearful
-The client is exhausted
-The client feels overwhelmed
-The client is confused
-The client feels a need for attention
Why is disarming anger important? - answer✔-Eliminates an obstacle to true understanding
-Shows clients you respect their message
-Enables you to understand the problem
-Allows you to practice empathy
-Focuses work on solving the problem
When a case manager says to their client " I understand how you feel, but... What is about to
happen? - answer✔As case managers we can not fully understand what a client is experiencing ,
the but in the phrase negates a persons feelings and pushes the workers perspective instead.
What are the purposes of reflective listening? - answer✔1. Lets clients know you have heard
their feelings accurately
2. Allows you to correct any misconceptions
3. Illustrates your acceptance of where the person
is at that moment
310 EXAM 1 STUDY GUIDE Questions
With Verified Answers.
When would a case manager use confrontation with a client? - answer✔-Client says something
but doesn't follow through
-Body language contradicts what they said, or behavior is contradictory
-Client has a perception you disagree with
-Client has unrealistic expectations for you or for himself
-The client asks for help but doesn't follow through with suggestions
-Client says they have certain values, but their behavior doesn't match what they say.
What are the four parts of a complete I-MESSAGE used for confrontation? - answer✔1. Your
CONCERN/ feelings/ observations about the situation
2. A NON BLAMING description of what you have seen or heard, of the behavior
3. The tangible OUTCOME for you as result or the possible consequences for the client
4. An INVITATION TO COLLABORATE on a solution
EX: I think what concerns me is your being late for the last four appointments has caused a lot of
scrambling on my part to catch up the rest of the day. How about we look at your schedule and
figure something else out
What are the rules for confrontation? - answer✔-Be matter of fact
-Be tentative
-Take full responsibility for your observations
-Always collaborate
-Do not accuse the other person
, ©BRAINBARTER 2024/2025
-Do not confront because you are angry
-Do not be judgmental
-Do not give the client a solution
-Focus on tangible behavior or communication
-Timing
Why would a case manager ask permission to share ideas? - answer✔-Asking permission to
share ideas leaves the client in charge of his or her solution and free to reject the offer of ideas.
What are some common reasons clients may be angry? - answer✔-Client is angry because of
something agency has done
-Clients is angry about something you have said or done
-The client is fearful
-The client is exhausted
-The client feels overwhelmed
-The client is confused
-The client feels a need for attention
Why is disarming anger important? - answer✔-Eliminates an obstacle to true understanding
-Shows clients you respect their message
-Enables you to understand the problem
-Allows you to practice empathy
-Focuses work on solving the problem
When a case manager says to their client " I understand how you feel, but... What is about to
happen? - answer✔As case managers we can not fully understand what a client is experiencing ,
the but in the phrase negates a persons feelings and pushes the workers perspective instead.
What are the purposes of reflective listening? - answer✔1. Lets clients know you have heard
their feelings accurately
2. Allows you to correct any misconceptions
3. Illustrates your acceptance of where the person
is at that moment
