1. Exercise: Divide the students into small groups to role play the following scenarios, being mindful of the use of open and closed questions Scenarios Bob is 52 and shy. He has cerebral palsy and it is difficult to understand his speech. He is new to the day program. Formal assessments on Bob have not been done yet. You would like to find out something about him so that you can work his interests into the program over the next few days until more information is yielded in a formal assessment. Sandy is 33 and leaving an abusive relationship with her 12 year old child. She has called you at the shelter. You would like to find out enough information to know what Sandy's most critical needs are. Peter is 77 and has a hearing impairment He knows that someone is coming today to help him do something but he didn't quite catch the words.You are the CSW who shows up to take Peter to the store and out to a restaurant. This was not his understanding. Sue is at the homeless shelter. She may have been banned but you don't have the report yet. She thinks you still have something of hers in the office where bags are stowed for the night. She is slightly intoxicated. She wants to stay if she can. If not, she wants her tings back She said she might have a phone message at the shelter.

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1. Exercise: Divide the students into small groups to role play the following scenarios, being mindful of the use of open and closed questions Scenarios Bob is 52 and shy. He has cerebral palsy and it is difficult to understand his speech. He is new to the day program. Formal assessments on Bob have not been done yet. You would like to find out something about him so that you can work his interests into the program over the next few days until more information is yielded in a formal assessment. Sandy is 33 and leaving an abusive relationship with her 12 year old child. She has called you at the shelter. You would like to find out enough information to know what Sandy's most critical needs are. Peter is 77 and has a hearing impairment He knows that someone is coming today to help him do something but he didn't quite catch the words.You are the CSW who shows up to take Peter to the store and out to a restaurant. This was not his understanding. Sue is at the homeless shelter. She may have been banned but you don't have the report yet. She thinks you still have something of hers in the office where bags are stowed for the night. She is slightly intoxicated. She wants to stay if she can. If not, she wants her tings back She said she might have a phone message at the shelter.

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## Role Play Scenarios with Open and Closed QuestionsHere's a breakdown of how to approach each scenario using open and closed questions, focusing on gathering information and building rapport:**Scenario 1: Bob (52, Cerebral Palsy, Shy, New to Day Program)****Goal:** Learn about Bob's interests to incorporate them into the program.**Closed Questions (for initial engagement and clarification):*** "Bob, welcome! Is this your first day here?" (Establishes a simple yes/no interaction to ease him in.)* "Did you have a good journey here today?" (Gauges his comfort level and opens the door for further conversation.)* "Can you point to something in this room that interests you?" (Non-verbal communication can be helpful.)**Open Questions (to explore interests):*** "What kinds of activities do you enjoy?" (Broad, allows him to express preferences.)* "What are some things you like to do in your free time?" (Encourages him to share hobbies.)* "Is there anything you're particularly good at or enjoy learning about?" (Focuses on skills and potential program activities.)* "If you could choose an activity to do right now, what would it be?" (Provides immediate options and insights.)**Scenario 2: Sandy (33, Leaving Abusive Relationship, Calling from Shelter)****Goal:** Determine Sandy's most critical needs.**Closed Questions (for immediate needs assessment):*** "Sandy, are you and your child safe right now?" (Prioritizes safety.)* "Do you have a place to stay tonight?" (Confirms shelter arrangements.)* "Have you eaten today?" (Addresses basic needs.)* "Do you need medical attention for yourself or your child?" (Checks for injuries.)**Open Questions (to understand the situation and future needs):*** "Can you tell me a little about what happened?" (Opens the door for her to share her story at her own pace.)* "What are your biggest concerns right now?" (Identifies immediate priorities.)* "What kind of support would be most helpful to you in the coming days?" (Focuses on practical assistance.)* "Is there anything else you need right now that I can help you with?" (Offers further support.)**Scenario 3: Peter (77, Hearing Impairment, Misunderstanding about Appointment)****Goal:** Clarify the situation and manage Peter's expectations.**Closed Questions (for confirmation and clarification):*** "Peter, were you expecting someone to come by today?" (Confirms his understanding.)* "Did you know we were going to the store and a restaurant?" (Gently addresses the misunderstanding.)* "Can you hear me clearly if I speak slowly and face you?" (Checks communication effectiveness.)**Open Questions (to understand his needs and desires):*** "What were you hoping to do today?" (Explores his original plans.)* "Is there something else you need help with today?" (Offers alternative assistance.)* "Would you like to go to the store and restaurant another time?" (Reschedules while respecting his wishes.)* "How can I best communicate with you to make sure you understand?" (Addresses the hearing impairment and ensures clear communication.)**Scenario 4: Sue (Possibly Banned from Shelter, Intoxicated, Wants Belongings)****Goal:** Manage the situation calmly and gather information.**Closed Questions (for clarification and safety):*** "Sue, are you looking for your bag that was stored here?" (Confirms her request.)* "Did you receive a message about your status at the shelter?" (Addresses the potential ban without direct confrontation.)* "Can you tell me your full name so I can check our records?" (Follows protocol while remaining respectful.)**Open Questions (to de-escalate and understand her needs):*** "What can I do to help you right now?" (Focuses on immediate needs and de-escalation.)* "Explain to me what you believe happened." (Allows her to share her perspective.)* "Where do you plan to go if you can't stay here tonight?" (Assesses her safety net.)* "Is there someone I can call for you?" (Offers support and connection.)**Important Note:** Remember to adjust your tone and language to each individual's needs and situation. Be patient, empathetic, and respectful throughout the interaction. Active listening is crucial in all scenarios. Observe body language and adjust your communication style accordingly.

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