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

In this chapter you will review good and poor responses that can block communication. It clarifies which responses are most likely to promote rapport and which are most likely to promote withdrawal and defensiveness. In this exercise you will test your knowledge of good responses versus bad responses.

• Complete Exercise Identifying Roadblocks (p. 165). For each scenario determine if communication was enhanced or blocked. sending via email
• Type a paragraph for each scenario explaining your answer.