1.      A practitioner never knows the __________ of the client’s experience and actions and need to rely on the client’s perceptions and explanations.  The best way to do this is to take a position of not __________, meaning you are communicating genuine __________ rather than opinions.

2.      The Interviewer puts themselves in a position of always ____________________by the client.

Basic Interviewing Skills

3.      Listening:

·      To listen to a client’s story with “solution-building” __________, you can hear the client’s story without __________ it through your own frame of reference.

·      It is difficult to listen and __________ at the same time; while you are thinking about the first thing a speaker said, it is difficult to absorb the next.

·      One helpful way to begin to build listening skills is to practice listening first for whom and __________are important for the client. By doing this, there are three important positive consequences:

o       This immediately gets the interviewer focused on some important part’s of the client’s ____________________

o       It hinders the tendency to __________ what the client says

o       It helps prevent early ____________________from the listener’s point of view.

4.      Formulating Questions:

·      The __________ that people ask present a pretty solid view of what they believe or value.

·      The process of questioning and answering often creates new awareness in the participants and new __________ for the future.

·      It is important top formulate your next question from ____________________or from an earlier answer.

o       This helps lead to solution building

o       This encourages working from the client’s frame of reference since you are following the client’s __________.

·      This will take, practice, practice, and more practice!

5.      Getting Details:

·        In solution building, interviewers always try to __________ statements both for themselves and the client by asking for __________.

·        Getting details means asking questions about the who, __________, when, where and __________of the client’s statements but not generally __________ questions; These type of questions tend to explore the causes of behaviors and situations and may seem confrontational or __________ to the client.

6.      Echoing Clients’ Key Words:

·        Echoing is based on the idea that client’s words are __________ to them but may not be clear to the interviewer, and by repeating or echoing key words from what the client has said the interviewer may gain more information, thus resolving that __________.

·        __________ is the primary means by which the client conveys their frame of reference.

·        Exploring the client’s world also demonstrates __________ for the client; it may be disrespectful to reframe the client’s words into __________.

7.      Open Questions:            

·        Closed questions __________ the client’s focus while open questions __________ the client’s perceptual field.

·        Closed questions tend to reflect the __________ frame of reference while open questions are more likely to stay focused on the client’s frame of reference.

·        Open questions are also more consistent with a commitment to __________.

·        Both __________ and responsibility is given to the client when you seek more information with open questions; this promotes client ____________________

·        Closed questions do have a place in the interview, and often __________ more open questions.

8.      Summarizing:

·        Summarizing involves periodically __________to the client the client’s thoughts, actions and feelings.

·        Summarizing reassures the client that the interviewer is listening __________ and reassures the interviewer that he is hearing the client accurately as it provides an opportunity for the client to correct any __________.

·        Summaries should use the client’s words and __________.

·        Summarizing invites the client to tell you more about the __________.

·        Summarizing also may prevent the interviewer form the tendency to __________ when trying to listen.

·        Successful summarizing requires careful __________ which tends to take the heightened emotion out of a discussion.

9.      Paraphrasing:

·        Paraphrasing feeds back to the client the __________ of what has just been said through shortening and clarifying the client’s comments

·        Paraphrases are __________ than summaries and may be less disruptive

·        Paraphrasing offers the client an opportunity to __________and expand their stories

·        Paraphrasing works best when it includes the client’s __________.

10.  Practitioners’ Nonverbal Behavior:

·        Clients often determine if the interviewer is listening through observing such nonverbal behaviors as a __________ tone of voice, eye contact, __________ head nodding to indicate tracking, varying facial responses. Appropriate smiles, OCCASSIONAL hand gesturing, close __________, __________ rate of speech and leaning __________forward

·        Nonverbal skills develop naturally as you learn to quiet your own frame of reference and listen more carefully to whom and __________ are important to the client.

11.  The Use of Silence:

·        Silence on the client’s part usually means they are __________their thoughts or feelings or simply taking a short break.

·        It is important to __________ client silences, and not to jump in and say something just to break the silence.

·        If you tolerate the silence for a while – 10, 15 or even 20 seconds, you will find that the client’s provide more information; your choice to remain silent gave them an __________ to work on an answer.

·        If the client says, “That’s a tough question,” it is appropriate for you to __________ that and continue the silence, such as saying, “Yes it is.  I know I’m asking you some tough questions,” and then remaining silent.

·        Clients may also be uncomfortable with silence and there are times when it is not productive to let the silence continue, such as when the client is __________.  Two skills that may be useful in those situations are ______________________________and self-disclosing, although self-disclosing should only be used on very rare occasions.

12.  Noticing Clients’ Nonverbal Behavior:

·        The same nonverbal behaviors that the client notices in you can reflect important information about the client, although it must be considered in the __________ of the client’s experience and culture.

·        The possible meaning of a client’s nonverbals is best understood when considered within the context of the client’s total __________.

·        Observing and __________to nonverbals is not a major part of solution building but can provide clues as to how the client is __________ the interviewer and can guide the interviewer to a more helpful interaction.

13.  Self-Disclosing:

·        Self-disclosing in the context of solution building means that you may share your ____________________during the meeting, such as noting a contradiction.  It can be best understood as using your __________________ and thoughts as instruments in the solution building process.

·        It is not recommended that you tell the client about your own experiences.  Your experiences may be __________ but they are not the same because you do not experience the event within the same experience and context.

14.  Noticing Process:

·        Unless the client believes that the interviewer really understands them, they are less likely to believe the interviewer can be of use to them; thus it is important to establish a relationship from the beginning, through understanding both the __________and process of the information shared by the client.

·        Content refers to the client’s __________ message,

·        Process refers to the way the client expresses the __________or the __________ or feelings seen when the information is shared.

·        When content and process do not match, the practitioner may bring this up through __________, summarizing or self-disclosing or address it later but note it within themselves.  This is determined by what seems to be in the client’s best interest at that time.

15.   Complimenting:

·        This occurs when you notice client qualities that might be __________to the client and you mention them.

·        Client __________ are qualities that have helped them persevere in the past and are helping them cope in the present.

·        Past __________ are occasions when the client through about or actually did something that might be put to use in resolving the current challenges.

·        Complimenting should be __________, not just out of a desire to be kind.  Compliments should be derived from what the client communicates to you through __________ and client process.

·        Compliments are often used to reinforce what is __________to the client in the client’s mind.

·        Complimenting that takes place during the meeting may help __________ more information about client strengths and successes; this may be followed up by questions that elicit further __________.

·        There are several types of compliments: 

o       Direct compliments – this is a positive evaluation or __________ by the interviewer in response to the client; direct compliments work best when used to reflect what the client __________.  It is helpful to use admiration more than positive evaluation.

o       Indirect compliments – this is a __________ that implies something positive about the client

§      One way to do this is to ask for more information about a desired __________.

§      Another way is to imply something positive through a __________

§      A third way is to imply that the client knows what is _______.

o       Self-compliments may come directly from the client and the interviewer can recognize these as signs of __________ and reinforce the self-compliments with __________ compliments.

o       Indirect complimenting may be preferable to direct complimenting because its __________ format leads clients to discover and state their own strengths and __________.

o       The interviewer may feel uncomfortable giving compliments; it is helpful for the interviewer to remember that the first __________ in giving compliments is for clients to notice their ____________________, strengths and resources; clients do not have to openly accept the compliments.

16.  Affirming Clients’ Perceptions

·        In solution building, it is important to pay attention to the client’s perceptions, particularly those related to the __________ of their problems, what attempts they have made to __________ those problems, what they want to have __________ in their lives, what has worked for them already and, what has not __________.