Communication Procedures Flashcards

When a DUI instructor suspects a client is not being truthful during an intake interview, what is the most appropriate communication strategy?

Answer: Use open-ended, non-confrontational questions to encourage honest disclosure

Non-confrontational open-ended questions reduce defensiveness and are more likely to elicit truthful and complete information from clients.

Which communication method is MOST effective when delivering feedback to a DUI offender about risky behavior patterns?

Answer: Providing specific, behavioral feedback in a respectful and factual tone

Specific, behavioral, and respectful feedback is most effective because it focuses on changeable actions rather than character, reducing defensiveness.

A DUI instructor is facilitating a group session when two participants begin arguing. What is the correct initial communication response?

Answer: Calmly intervene, redirect the group, and address the conflict privately after session

Calmly intervening and redirecting the group protects all members while allowing the conflict to be addressed appropriately outside the group setting.

When communicating program requirements to a newly enrolled DUI client, an instructor should primarily use which approach?

Answer: Written materials combined with verbal explanation and opportunity for questions

Combining written materials with verbal explanation and a question period ensures comprehension and provides a reference the client can revisit.

In motivational interviewing, which response best exemplifies a 'reflective listening' statement?

Answer: 'So it sounds like you feel torn between wanting to change and not knowing how to start.'

Reflective listening mirrors the client's expressed feelings and ambivalence without judgment, promoting self-exploration and motivation.

A DUI program instructor receives a phone inquiry from the client's employer asking about the client's attendance. What is the correct communication protocol?

Answer: Decline to confirm or deny any client information without a signed release of information

Confidentiality regulations require a signed release of information before disclosing any client-related data, regardless of who is asking.

Which communication style is most counterproductive when working with resistant DUI offenders in a mandatory program?

Answer: Authoritative lecturing and arguing against the client's position

Authoritative lecturing and direct argumentation increase resistance by triggering reactance, making clients less likely to consider change.