Podcast
Questions and Answers
Qual das opções representa uma forma adequada de atendimento?
Qual das opções representa uma forma adequada de atendimento?
Atender um cliente de forma inadequada pode gerar insatisfação.
Atender um cliente de forma inadequada pode gerar insatisfação.
True
O que deve ser evitado durante um atendimento ao cliente?
O que deve ser evitado durante um atendimento ao cliente?
Falta de atenção e desinteresse.
Durante um atendimento, é importante _____ as necessidades do cliente.
Durante um atendimento, é importante _____ as necessidades do cliente.
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Associe as práticas adequadas de atendimento às suas descrições:
Associe as práticas adequadas de atendimento às suas descrições:
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Study Notes
Attending Behavior: Basic to Communication
- Attending behavior is fundamental to understanding the world and defining oneself in relation to various contexts.
- It's the most crucial communication skill, encompassing visual cues (eye contact), vocal tone, verbal mirroring, and body language.
- Effective attending skills help demonstrate engagement and care, enabling counselors to interpret unspoken messages and respond appropriately to client needs.
- Attending skills help counselors communicate interest, recognize a client's focus, and adjust approach to build rapport.
Cultural Considerations in Attending Behavior
- Different cultures exhibit diverse attending patterns.
- Cultural sensitivity is vital when interacting with diverse clients; eye contact, vocal tone, and body language vary across cultures.
- Counselors should adapt their attending style to each client's unique needs and cultural background.
- Disability considerations are also crucial; attending skills should be modified to accommodate various disabilities.
Examples of Ineffective Attending
- Failing to listen and focus on personal feelings and thoughts rather than the client's experience.
- Jumping topics without addressing the client's concerns.
- Employing problem-solving strategies prematurely without understanding the client's context.
- Lack of attentiveness leads to missed concerns.
Important Interviewing Techniques
- Active listening is crucial, including paraphrasing and summarizing client statements.
- Counselors should avoid interrupting or dominating the conversation and allow clients adequate time to express their thoughts.
- Clients should be encouraged to articulate their feelings & perspectives.
Importance of Silence
- There are times when non-verbal attending and silence are crucial.
- Silence can allow clients time to process and articulate their thoughts or feelings more thoroughly.
- Clients might prefer silence to verbal engagement, or might be using silence to reflect internally about a situation.
- Being present, listening and encouraging verbal and non-verbal communication enhances client comfort.
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