Chapter 4: Client Communication & Professionalism
Active Listening, Client Consultations & Professional Communication|37 Questions|Board Exam Prep
Vocabulary Matching
Match each numbered term with the correct lettered definition. Write the letter in the blank.
Fill in the Blank
Complete each statement with the correct term or phrase.
listening means giving full attention to the speaker and providing feedback.
A card records information about the client's services and conditions.
A consultation should include a review of the client's and maintenance preferences.
questions encourage the client to share more detail.
Restating in your own words to confirm understanding is called .
Photos used during consultation to clarify desired results are called .
Body language and gestures are forms of communication.
A form documents client consent for chemical services.
Multiple Choice
Select the best answer for each board-exam style question.
Which is NOT an example of positive nonverbal communication?
During a consultation, a client shows a photo. Best first response?
Why avoid jargon during client consultation?
Which technique involves restating what a client said in your own words?
What is the purpose of a release form?
When a client is unhappy, the FIRST thing to do is:
Open-ended questions during consultation are used to:
Nonverbal communication accounts for:
True / False
Write T for True or F for False in the blank.
Nonverbal communication plays a small role in client interactions.
A consultation should include a review of lifestyle and maintenance preferences.
Using jargon with clients makes you appear more professional.
Active listening involves giving full attention and providing feedback.
Visual aids such as photos are unnecessary during consultation.
A client intake card should be updated after each visit.
Crossing your arms while listening conveys openness and interest.
When a client is unhappy, the first step is to listen without interrupting.
Short Answer
Answer each question in 2-3 complete sentences.
Why is it important to avoid using jargon or technical terms during a client consultation?
Describe how you would handle a situation where a client is unhappy with their finished service.
Match each consultation technique to its purpose: open-ended questions, reflective listening, visual aids, and release forms.