CSAM Communication & Assertiveness Skills 2 — Questions and Answers
Question 1: Which communication technique involves summarizing what the other person said before responding to show understanding?
- Mirroring
- Reflective listening
- Paraphrasing (Correct answer)
- Active acknowledgment
Correct answer: Paraphrasing
Paraphrasing restates the speaker's message in your own words to confirm understanding before you respond.
Question 2: When someone is expressing anger at you, the MOST assertive and de-escalating response is to:
- Defend yourself immediately to prevent blame
- Match their energy to show you take it seriously
- Acknowledge their feeling and ask what they need (Correct answer)
- Stay silent until they calm down completely
Correct answer: Acknowledge their feeling and ask what they need
Acknowledging the feeling and asking what the person needs validates their experience while steering toward problem-solving.
Question 3: In assertiveness training, 'broken record' is a technique used to:
- Repeat your position calmly without getting sidetracked by diversions (Correct answer)
- Remind the other person of past arguments
- Escalate intensity until the other party concedes
- Document repeated offenses for later confrontation
Correct answer: Repeat your position calmly without getting sidetracked by diversions
The broken record technique involves calmly repeating your assertive statement as many times as needed without arguing.
Question 4: Which of the following is an example of a passive-aggressive communication style?
- Saying 'I feel frustrated when meetings run over'
- Agreeing verbally but deliberately doing the task poorly (Correct answer)
- Refusing a request and explaining your reasons
- Asking for clarification before answering
Correct answer: Agreeing verbally but deliberately doing the task poorly
Passive-aggressive behavior expresses hostility indirectly, such as complying on the surface while sabotaging the outcome.
Question 5: A client with chronic anger frequently interrupts others during conversations. The FIRST skill to practice would be:
- Deep breathing before the conversation starts
- Using 'I' statements during arguments
- Listening to completion before formulating a response (Correct answer)
- Assertively stating boundaries at the start of discussions
Correct answer: Listening to completion before formulating a response
Learning to listen fully before responding addresses the behavioral root of interrupting and models respectful communication.
Question 6: The term 'fogging' in assertiveness training refers to:
- Deliberately confusing the other party to gain advantage
- Calmly acknowledging criticism without agreeing or disagreeing (Correct answer)
- Using vague language to avoid committing to a position
- Delaying a response until emotions have cooled
Correct answer: Calmly acknowledging criticism without agreeing or disagreeing
Fogging means partially agreeing with criticism or accepting that someone may have a point, without defending or capitulating.
Question 7: When setting a limit with an angry person, which sequence is MOST effective?
- State consequence → Identify behavior → Offer alternative
- Identify behavior → Offer alternative → State consequence (Correct answer)
- Offer alternative → State consequence → Identify behavior
- State consequence → Offer alternative → Identify behavior
Correct answer: Identify behavior → Offer alternative → State consequence
Naming the specific behavior first grounds the limit in observable fact, the alternative provides a path forward, and the consequence is stated if needed.
CSAM Communication & Assertiveness Skills 2
Which communication technique involves summarizing what the other person said before responding to show understanding?