Asheka's Strengths And Weaknesses

Due to Marks very depressed state, the initial interaction required a great deal of empathy and high degrees of compassion. When first engaging a client, it is important to be compassionate and empathetic and listen without interrupting, prompting or advising (Berg-Weger, 2013). Reflecting and summarizing content delivered in the session is a valuable way to let the client know that you are actively listening to what they are saying

Before ending the call, Noel is sure to inquire if there were any further questions.

- Was a strong introduction executed at the beginning of the call? Krista did mention the client's name but never reintroduced herself. We need to make sure that we are executing that every call this is part of the strong intro.

Empathy-(0:55) There was an opportunity to offer empathy to the client. Any time the client calls in with concerns regarding stopping the loan process, we should dig deep and empathize to show care and concern. ( I'm sorry to hear you are looking to stop the loan process

Initial ARP w/empathy- (0:29) (6:00) The client is having difficulty contacting a CCS assigned to his file and he decided to call CR to express this difficulty. We should offer an empathy in the ARP format to acknowledge his difficulties, foreshadow how we can assist and pivot to obtain the account information. ( " I am sorry to hear you are unable to contact him, I'll be more than happy to help you get you in contact him, is there a phone number I can locate you file with?")

Accurate empathy - accurately sensing the client's world and communicating that understanding. Genuineness - self-awareness, honesty and openness; being real (not phony). Unconditional positive regard - accepting and valuing the client as a unique and worthwhile person, being nonjudgmental. Active listening - listening carefully and empathically to the client's story with undistracted attentiveness to 1) gain an understanding of the client's problem, 2) learn how the client thinks, feels and acts, 3) discover the client's strengths, assets and personal power, and 4) build rapport with the client. This includes maintaining comfortable eye contact and open body posture. Reflecting - mirroring the client's thoughts and feelings to demonstrate active listening and encourage the client to continue speaking. This includes: Restating - repeating verbatim the main thought or feeling expressed by the client. Paraphrasing - stating, in your own words, the main thought or feeling expressed by the client. This 1) lets the client know you are working to understand what they are communicating, 2) brings focus to the client's communication, 3) allows the client to correct any misperceptions or misunderstandings, and 4) encourages client self-exploration. Summarizing - summarizing, in your words, a set of thoughts or feelings expressed by the client. Open-ended questioning - Asking questions that require more than a minimal or one-word response by the client. They usually begin

After holding, she explains that she spoke with the Closing rep that provided the closing date and set the expectations the closing rep will follow up that day.

After holding, she explains there is a specialist that is assigned to the account and she gains a better understanding, she empathizes with the client and offers to reach out to the TL of the disbursement analysis. She then politely requests to place the client back on hold to reach out.

After holding, she set the expectations that she has brought in the closing rep to assist and that she'll stay on the line in case her assistance is further needed.

Prior to ending the call, she is sure to confirm there are not other questions or

- Qiana goes on to foreshadow the hold, instructing the client of what she'll be doing and pivoting to ask to be placed on a "brief hold." She comes back from the hold to check-in with the client and advise of a technology issue that she is looking into further.

Talisha does a good job gaining an understanding where the client is located on the MyQL and began to assist him to navigate to the correct area.

The client seemed very confused as though she was not sure of what to say and looked up the ceiling taking pauses, blinking, sighing as she spoke about the presenting issue. i nodded continuously to

However, I may have not used all the skills necessary to draw out the client’s feelings and meaning in a therapeutic way (Ivey & Ivey, 2007). I used open ended and closed questions to gather more in depth information from the client. For example, “What are your expectations?” and “Would you be satisfied with your grades if your parents do not pressure you?” I also used encouragers such as head nods and repetition of key words stated by the client. I also summarized her story several times to clarify with the client that I was hearing her correctly. I felt that she was motivated to elaborate (Ivey & Ivey, 2007, pg 231). I also used some observation skills such as observing the client’s verbal and non verbal behaviours, e.g. her voice tone, eye contact and the way she was sitting at certain point in the session. While I listened to the tape, I realized that I had empathized and reflected on the client’s feelings a few times and this was done later in the interview. Not reflecting empathy earlier led the client to think that I did not understand her situation. Also, I imposed my values on the client by telling her that eighty percent is good even though she clearly stated that it is really bad for her. I thought this would have made her feel better but it did not. If I were to meet this client again for the same issue I would reflect empathy by saying the following: “Getting good grades means a lot to you. I can see

The readings fir this week in Clara Hill’s “Helping Skills”, particularly chapters 7, 8 and 9, discuss how helpers can authentically attend observe and listen to client’s thoughts and feelings. Hill spends a considerable amount of time exploring verbal and non-verbal feedback the helper gives to the client. This section was of particular interest to me due to a concern to be at a loss of words when a client says something that causes me to be unsure how to continue.