1) 1. When listening actively to a client, should you: a) Interrupt them with advice? b) Pay close attention to their words and feelings? 2) 2. When reflecting emotions, should you say: a) "Things will be okay" b) "It sounds like you're feeling frustrated" 3) 3. Encouraging statements aim to: a) Point out problems b) Boost confidence 4) 4. Open-ended questions typically begin with: a) "Yes" or "No" b) b) "What" or "How" 5) 5. When attending to a client, you should: a) Focus on their words and body language b) Look busy with other things

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