Objective: Compare and contrast communication techniques that help or hinder client services.

Learning to ask the right questions or the right type of questions is also a skill that takes practice. In this chapter you will learn about the difference between open and closed questions.

• Review  the video clips provided this week.
• Post your response in the discussion forum to this scenario:

As a case manager, you arrive at your client’s place of residence for a check-up. When you knock on the door, your client answers the door angrily, yelling “Who is it?!” She opens the door and is visibly angry. Based on what you have read and learned this week, how would you respond to her? What approach(es) would you use and why?