Question 1

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 2

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 3

Disarming anger is a vital component in establishing ____________ and in allowing the practice of ____________.
A) ​Rapport | empathy
B) ​Dialogue | sympathy
C) ​Understanding | communication
D) ​Rapport | anger management

Accepted Answer

Disarming anger helps establish rapport, or a positive connection, with the other person. This can lead to greater empathy, or understanding and sharing of feelings.

Question 4

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 5

Which of the following is not generally regarded as a "common" reason why clients become angered?
A) ​They have a history of feeling marginalized
B) ​Confusion
C) ​Psychopathology
D) ​The need for attention

Accepted Answer

While psychopathology may sometimes play a role in a client's anger, it is not generally considered to be a "common" reason why clients become angered. The other options listed (feelings of marginalization, confusion, and the need for attention) are all more commonly associated with anger in clients.

Question 6

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 7

Focusing on a solution in order to disarm anger is best described as being:​
A) ​Conciliatory
B) ​Reciprocal
C) ​Collaborative
D) ​Negotiated

Accepted Answer

The answer of Focusing on a solution in order to...

Question 8

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 9

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

Accepted Answer

Cutting off the counselee and redirecting him or her to a more relevant or relaxed topic is not one of the recommended four steps in disarming anger according to David Burns' Feeling Good. The other three steps are empathizing, finding common ground, and being appreciative. Asking for more information is also one of the recommended steps.

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:
A) ​Calling security or the police
B) ​Securing the safety of others
C) ​Utilizing reflective listening
D) ​Responding in a calm tone of voice

Accepted Answer

The safety of others is the top priority in this situation. It is important to remove or separate the client from the others to prevent harm. Once safety is ensured, communication and de-escalation techniques can be used. Calling for security or police should be a last resort if the situation cannot be managed safely. Reflective listening and responding calmly are important skills, but are secondary to ensuring safety in a potentially violent situation.

Question 11

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...

Question 12

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

Accepted Answer

Reacting with an authoritative tone in a situation where a client's anger is escalating can further fuel the volatility of the situation. It can be perceived as confrontational or dismissive, potentially exacerbating the client's anger rather than calming it.

Question 13

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

Accepted Answer

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

Question 14

Counselors who start out with the assumption that they will receive no trouble from a client are setting themselves up for:​
A) ​Failure
B) ​A trap
C) ​Disappointment
D) ​Exhaustion

Accepted Answer

The answer of Counselors who start out with the assumption...

Question 15

Which of the following is not considered an appropriate means of disarming an angry client and defusing his or her angry outburst?​
A) ​Maintaining a calm even tone of voice
B) ​Relaxed movement
C) ​Reflective listening
D) ​Calling a time out-a period of cooling off

Accepted Answer

While a time out may be helpful in some situations, it is not typically an appropriate means of disarming an angry client and defusing their angry outburst. It may be perceived as dismissive or unresponsive to their concerns. Maintaining a calm even tone of voice, relaxed movement, and reflective listening are generally more effective strategies to deescalate a tense situation.

Question 16

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

Accepted Answer

The answer of The number one mistake case managers often...

Question 17

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

Accepted Answer

Grilling can be perceived as an attempt to prove the client wrong, which can escalate the client's anger and damage the therapeutic relationship.

Question 18

A recommended tool for disarming anger associated with discharged agency clients is:​
A) ​A follow-up phone call
B) ​A follow-up questionnaire
C) ​An open-door policy
D) ​Better communication from the outset

Accepted Answer

The answer of A recommended tool for disarming anger associated...

Quiz 11: Addressing and Disarming Anger

Name 2 of the 4 steps in disarming anger effectively.

Name one reasonwhy a client might be angry.

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

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."

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

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."

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

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:

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

What are 2 reasons why it is important to disarm 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?

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

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

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

Quiz 11: Addressing and Disarming Anger

Name 2 of the 4 steps in disarming anger effectively.

Name one reasonwhy a client might be angry.

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

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."​

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

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."

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

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:

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

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

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

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

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

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."

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

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

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

What are 2 reasons why it is important to disarm 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?

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

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

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