1.1) GOOD THINGS TO SAY

broad opening - How are things going today?
clarify - What does this means to you?
restate - What you are saying is…
acknowlge - I see how upset you are about this.
empathy - You seem so sad today.
silence - Show nonverbal interest!


Communication Skill:

• Express empathy
• Remain genuine and nonjudgmental
• Don’t appear rushed
• Express sensitivity to clients culture and values
• Recognized your own verbal and nonverbal patterns

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