1. What is your understanding of effective communication? How would you describe it to a friend?

2. What happens if you misunderstand the feeling of the client and you reflect it back to them incorrectly?

3. What are open-ended questions? What are some of the reasons that these questions are used more than closed questions?

4. What are some of the reasons that it is important to disarm anger with a client?

5. How do you see the four-step process working in a real situation with an angry client? What else might you need to be aware of when dealing with an angry client and why? Give examples.