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belvigadarciane
Demonstrating Warmth, Genuineness, and Empathy There are five…
Demonstrating Warmth, Genuineness, and Empathy
There are five grade levels of responses you might give to people who have come to you needing assistance in sorting out their problems and feelings. Grade A. These responses are the most useful in establishing rapport and encouraging a continued dialogue:
Centers on the client entirely
Stays on the topic (responds to the client’s feelings or the content of what the client has said)
Addresses what is most important at that moment to the client
Is respectful (indicates the client is an equal; indicates the client is a person worthy of being understood)
Invites collaboration
Shows confidence in the client
Grade B.These responses are helpful but could be better:
Is somewhat confident of the client’s abilities
Minimal invitation to collaborate
May briefly stray off the topic
Is just a little superior
Grade C. These responses are usually made by someone who means well, but they are not especially helpful responses:
Is pleasant, but superior
Overly helpful without collaborating
Introduces new topics that seem to the worker to be more relevant
Misses the feelings
Does not address the content
Confuses the worker’s situation with the client’s situation
Grade D. These responses are not useful in establishing rapport and do not encourage a further exchange:
Takes over with solutions
Spends little time listening; is abrupt
Moralizes and preaches
Ignores the client’s assets and strengths
Shows minimal interest
Does not indicate respect for the client.
Grade F. These responses are mean-spirited and damage the relationship irreparably:
Uses denigrating labels and descriptions of the client or the client’s actions
Shows no interest in the client
Denigrates feelings of the client
Denigrates the content of what the client has said
Intimidates, humiliates, or threatens the client (berates and scolds the client)
Leaves the topic for one entirely unrelated Following are some vignettes that demonstrate the various grade levels of responses.
Following are some vignettes that demonstrate the various grade levels of responses. Using the handout as a guide, review the responses and assign a grade to each one. Next, tell specifically why you think the response should receive the grade you assigned to it.
VIGNETTE 1
A man has come to your agency for help after he lost everything in a fire. The worker asks the man to tell her what happened. He describes the night the fire took place, but as he approaches the actual incident, he finds it more and more difficult to talk.
FIRST WORKER’S RESPONSE: “This is really difficult for you. Would you like to wait a minute?”
Grade: ___ Reason: ___
SECOND WORKER’S RESPONSE: “Now, this is all over, Mr. Brown. It happened days ago. You need to be thinking about moving on and getting on with your life.”
Grade: ___ Reason: ___
THIRD WORKER’S RESPONSE: “This must have been awful for you! Excuse me a minute.” Turning to the secretary in another room, “I heard the phone ring, Sue. Was that the attorney calling? Tell him that we need that file before we can do anything for his client.” Turning back to the client, “Now, where were we, Mr. Brown?”
Grade: ___ Reason: ___
FOURTH WORKER’S RESPONSE: “I’m really wondering if you can handle this! I’m going to call mental health and set up an appointment for you. Why, you’re a wreck!”
Grade: ___ Reason: ___
FIFTH WORKER’S RESPONSE: “I can see it’s difficult for you to talk about this. I’d like to work with you to see if we can find some ways to help you. I have some thoughts that I think might help, and I’m sure you do too.”
Grade: ___ Reason: ___
