Question 1
1 / 1 pts
The clinician generally has information and resources at his or her fingertips; therefore:
The clinician can more effectively collaborate with the client on the solution
It puts the clinician in a better position to solve the client’s problems
The client is not in a position to solve his or her own problems
The client has no opportunity to exercise self-determination and independence
Question 2
1 / 1 pts
It is the role of the human services worker to support patients’ efforts to take charge of their lives and
make decisions. This support can take the form of:
Giving honest criticism when the client makes a mistake
Assuming control of the client’s daily activities to ensure that goals are accomplished
Having realistic goals for the client and encouraging progress toward the goals
Insisting that the client take the necessary steps toward the goal when that person appears to be
malingering
Question 3
1 / 1 pts
Mental mechanisms that can block clear communication and create conflict include:
Persuasion, emotion and saving face
Ethnocentrism, prejudice and stereotypes
Psychological barriers and low self-disclosure
Time compartmentalization and focus on punctuality
Question 4
1 / 1 pts
A person from a collectivist culture would tend to:
Rely on low-context communication for comprehension of meaning
Communicate in a similar way to members of in-groups and out-groups
Communicate in a more ambiguous way to avoid hurting or imposing on others
Support unique individual beliefs
Question 5
1 / 1 pts
As case managers, we need to erect useful boundaries between ourselves and the client. This means:
Understanding the differences between our situation and the client’s situation despite possible similarities
Letting the client know that he or she can benefit from our similar experiences
Ensuring the client makes continued progress toward goals by stepping up our level of involvement in the
case
Seeking employment in an agency that deals with issues similar to those in our own life
Question 6
1 / 1 pts
Seeking exceptions to cultural stereotypes helps us to:
Understand the individual’s culture better
Better place the individual in the context of his or her culture
Reduce our own anxiety or uncertainty about the individual
Gain a more accurate understanding of the individuals we are serving
IncorrectQuestion 7
0 / 1 pts
As case managers, we need to refrain from erecting boundaries that are not useful between ourselves and
the client. This means:
Understanding that good service means first to protect yourself
Understanding the similarities in thought and behavior that you have with your client based on cultural
similarities
Understanding the client’s cultural characteristics if different from your own
Collaborating with the client rather than taking control of that person’s care
Question 8
1 / 1 pts
The case manager may remind the client of someone from the past whom he or she dislikes. This is an
example of:
False attributions
Positive transference
Negative transference
Countertransference
IncorrectQuestion 9
0 / 1 pts
The case manager may remind the client of someone from the past whom he or she likes. This is an
example of:
False attributions
Positive transference
Negative transference
Countertransference
Question 10
1 / 1 pts
Strangers are:
Whomever the minority culture defines as different
People whose ways of acting are different and who are not members of our in-group
People whose behavior is inferior to ours
Persons whom human services workers should avoid serving
Question 11
1 / 1 pts
The attitudes of good human services workers influence their interactions with their clients in that:
When a worker judges his or her own mistakes critically, that worker can then understand those of clients
more accurately
A correspondence exists between positive and supportive attitudes toward a client and the establishment
of rapport with that person
Errors in judgment are stumbling blocks to personal growth
The personal struggles of the worker are different from those of the client
Question 12
1 / 1 pts
The clinician’s goal in working out the own level of involvement in moving toward a solution to the
client’s problem would be to:
Allow the client opportunities to exercise self-determination and independence
Make certain that all therapeutic goals are achieved
Make certain that the client find the solution
Make certain that he or she demonstrate no difference between the professional relationship and a
friendship away from work
Question 13
1 / 1 pts
Knowing who owns the problem is important because:
It allows us to understand who is ultimately responsible for resolving the problem
It makes us seem uncaring
It abandons the client with the problem
It allows us to take charge of the client’s care
Question 14
1 / 1 pts
Cultural competence in human services workers to improve cross-cultural communication is achieved by:
Being more adaptable to, and flexible in, choosing how to respond to situations
Focusing on serving one or two cultural groups in order to increase specialization
Increasing opportunities for persons from individualistic and collectivist cultures to interact
Attributing the client’s negative behavior to the environment or his or her circumstances
Question 15
1 / 1 pts
In order to develop our sense of empathy, we need to:
Learn to listen with the third ear
Learn to sympathize with the client
Learn to use the phrases and speech patterns of the client’s culture or subculture
Realize that the client does not need to be talked down to, that he or she can understand the advice we
give
Question 16
1 / 1 pts
The person who owns the problem is:
The client
The case manager
The person whose needs are not being met
Meddling and pushy
Question 17
1 / 1 pts
The client may remind the case manager of someone from the past that causes the case manager to
identify with the client. This is an example of:
False attributions
Positive transference
Negative transference
Countertransference
Question 18
1 / 1 pts
It is the ethical responsibility of human services workers to become familiar with the culture of the client
so that:
Cultural differences do not become obstacles to good communication
Every possible culture that a client represents is part of the human services worker’s cultural repertoire
The client will feel more affinity toward human services workers
The human services worker’s own ethnic group does not color the client’s opinion
Question 19
1 / 1 pts
Because of internalized verbal and nonverbal scripts within a culture that may be different from your
own, you should:
Memorize the other culture’s scripts to help the client adapt to his or her new environment
Check your perceptions with the person in a nonjudgmental way
Never confront the person about his or her behavior because that individual may take offence
Understand that some cultural perspectives are superior to others
Question 20
1 / 1 pts
Cultures, subcultures, race and ethnic groups are examples of:
Reasons not to serve certain clients
Prejudice
Sociological divisions among people
Political divisions among people
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