Question
11. Why should we paraphrase what the client has said to us when we have been having an in-depth conversation with them? A It demonstrates that you have been listening and have heard what they have said B It shows that you were listening to them C Because our manager tells us, that it is good practice D It makes the client feel good 12. When having a sensitive conversation with our clients, they may show physical signs of strong emotions. Which one of the following is NOT a sign that they may show? A Their hair can stand on end, causing goose pimples B They might start to sweat more C Their pupils constrict and become smaller D Their breathing pattern changes
Answer
4.4
(290 Votes)
Theo
Professional · Tutor for 6 years
Answer
11. A12. C
Explanation
11. Paraphrasing what the client has said during an in-depth conversation demonstrates active listening and ensures that the listener has accurately understood the client's message. This practice helps build trust and rapport, as it shows the client that their words are valued and taken seriously.12. During a sensitive conversation, clients may exhibit physical signs of strong emotions. Common signs include increased sweating, changes in breathing patterns, and pupil dilation. However, pupil constriction is not typically associated with strong emotional responses; instead, pupils usually dilate when experiencing strong emotions.