Communication with Clients and Families for Registered Behavior Technicians (RBTs)

Hey, future RBTs! Welcome back to our English for Specific Purposes (ESP) course, where we’re helping you sharpen your English skills for your career as a Registered Behavior Technician. In Lesson 1, we covered key behavioral terminology, and now, in Lesson 2, we’re diving into one of the most important aspects of your role: Communication with Clients and Families.

Communication is at the heart of your work as an RBT. Not only do you need to talk to clients, but you’ll also have frequent interactions with their families and caregivers. And let’s face it—talking about behavior analysis can sometimes feel like speaking another language, especially for nonprofessionals. Your job is to simplify that language while still being clear and professional.

In this lesson, we’ll cover:

Asking open-ended and closed questions

Simplifying technical language for nonprofessionals

Practicing active listening and empathetic communication

Being aware of cultural considerations in client communication

Ready to jump in? Let’s get started!

Open-ended and Closed Questions:

Knowing When and How to Ask

As an RBT, you’ll often find yourself asking questions to gather information about a client’s behavior or the family’s perspective. Understanding the difference between openended and closed questions is essential to guide the conversation in the right direction.

Closed Questions

These are questions that can be answered with a simple “yes” or “no,” or with brief information. Closed questions are useful when you need specific, direct information quickly.

Example: “Did your child complete their homework yesterday?” / “Is he aggressive when asked to stop playing?”

Closed questions are straightforward, but they don’t encourage detailed responses.

Open-ended Questions

Open-ended questions encourage the speaker to provide more information and detail. These questions typically start with “how,” “what,” or “why” and are great for gathering more in-depth insights.

Example: “How does your child typically respond when they’re asked to stop playing?” / “What strategies have you found helpful when managing tantrums?”

Open-ended questions promote conversation and give you a better understanding of the situation.

Vocabulary Chart: Types of Questions

Closed Question: A question that can be answered with “yes” or “no.”

Example: “Did the child finish the task?”

Open-ended Question: A question that invites a longer, more detailed response.

Example: “What do you think might trigger your child’s aggression?”

When to Use Each Type

Use closed questions when you need quick, specific information.

Example: “Is he completing his daily tasks?”

Use open-ended questions to encourage clients or families to elaborate and give you more context.

Example: “How does he react when you change his routine?”

The key is balance—too many closed questions may make the conversation feel rigid, while too many open-ended questions might overwhelm the speaker. Find the right mix to gather the information you need.

Simplifying Technical Language for NonProfessionals

Behavior analysis is a technical field, and many of the terms you’ll learn are specific to professionals like you. However, when talking to clients and their families, you’ll need to simplify that technical language so they can understand you without feeling lost or intimidated.

How to Simplify Behavioral Terms

Let’s look at a few examples of technical terms and how to simplify them for nonprofessionals:

Technical Term: “Reinforcement strategies”

Simplified: “Giving rewards to encourage good behavior”

Technical Term: “Maladaptive behavior”

Simplified: “Challenging behavior that makes life harder”

Technical Term: “Noncompliance”

Simplified: “Not following directions”

Vocabulary Chart: Simplifying Technical Language

Check these examples. Repeat them. Adjust them to your reality.

Technical Term: “Positive reinforcement”

Simplified: “Giving something good to make a behavior happen more often”

Example sentence: “We use positive reinforcement like praise to encourage good behavior.”

Technical Term: “Negative reinforcement”

Simplified: “Removing something bad to make a behavior happen more often”

Example sentence: “He finishes his homework to avoid losing his video game time.”

Technical Term: “Prompting”

Simplified: “Helping someone do something they can’t do by themselves”

Example sentence: “I used a verbal prompt to help the child start the task.”

Technical Term: “Antecedent”

Simplified: “What happens right before a behavior”

Example sentence: “The antecedent to his aggression was being told to stop playing.”

Technical Term: “Consequence”

Simplified: “What happens right after a behavior”

Example sentence: “The consequence of his tantrum was a timeout.”

Technical Term: “Shaping”

Simplified: “Teaching a new behavior by rewarding small steps”

Example sentence: “We are shaping his behavior by praising each small improvement.”

Technical Term: “Task analysis”

Simplified: “Breaking down a task into small, easy-to-do steps”

Example sentence: “We created a task analysis for brushing teeth to teach the child each step.”

Technical Term: “Generalization”

Simplified: “Being able to do a behavior in different places or with different people”

Example sentence: “The goal is for him to generalize this behavior from school to home.”

Technical Term: “Fading”

Simplified: “Slowly removing help as someone learns a skill”

Example sentence: “We are fading the prompts as she becomes more independent.”

Technical Term: “Operational definition”

Simplified: “A clear description of a behavior so everyone knows what to look for”

Example sentence: “We used an operational definition to define what ‘tantrum’ looks like.”

Technical Term: “Extinction burst”

Simplified: “A temporary increase in bad behavior when trying to ignore it”

Example sentence: “He had an extinction burst when we stopped responding to his whining.”

Technical Term: “Differential reinforcement”

Simplified: “Rewarding a good behavior while ignoring a bad one”

Example sentence: “We used differential reinforcement by praising her for using words instead of yelling.”

Technical Term: “Stimulus control”

Simplified: “When a behavior happens only in the presence of a certain trigger”

Example sentence: “Her behavior is under stimulus control because she only follows directions in the classroom.”

Technical Term: “Function of behavior”

Simplified: “The reason or purpose behind a behavior”

Example sentence: “The function of his behavior is to get attention from his parents.”

Technical Term: “Escape-maintained behavior”

Simplified: “A behavior that happens to avoid or escape something”

Example sentence: “His noncompliance is escape-maintained because he wants to avoid the task.”

Technical Term: “Tangible reinforcement”

Simplified: “Giving a physical object to reward good behavior”

Example sentence: “We used tangible reinforcement, like stickers, to motivate her.”

Technical Term: “Satiation”

Simplified: “When a reward loses its effect because it’s used too much”

Example sentence: “After receiving too many stickers, he showed signs of satiation.”

Technical Term: “Chaining”

Simplified: “Teaching a skill by connecting steps together in a sequence”

Example sentence: “We’re using chaining to teach her how to put on her shoes.”

Technical Term: “Punishment”

Simplified: “A consequence that makes a behavior happen less”

Example sentence: “Taking away his favorite toy served as punishment for hitting.”

Technical Term: “Timeout”

Simplified: “A break from fun activities to reduce bad behavior”

Example sentence: “He was given a timeout for not following instructions.”

When simplifying, think about how you would explain the term to someone with no background in behavior analysis. Avoid jargon, and use everyday language that is easy to understand.

Practice Tip: Before speaking with a client or their family, mentally review the terms you’re going to use and think about how to explain them in plain English. If possible, rehearse with a colleague or in front of a mirror to feel more comfortable.

Active Listening and Empathetic Communication

Communication isn’t just about talking—it’s equally about listening. Active listening and showing empathy are essential when working with families, especially when discussing sensitive topics related to a client’s behavior.

Active Listening Techniques

1. Focus on the Speaker: Make sure to give your full attention. Put down your phone, stop thinking about what you’re going to say next, and truly listen to the other person.

2. Paraphrase What You Heard: Summarize what the client or family member said to make sure you understand them correctly.

Example: “So if I understand correctly, you’re saying that she often gets upset when asked to stop playing?”

3. Nod and Use Verbal Acknowledgments: Show that you’re listening by nodding your head and using short verbal responses like “I see,” “Uh huh,” or “That makes sense.”

4. Ask Follow-Up Questions: This shows that you’re paying attention and want more information.

Example: “What do you usually do when she gets upset?”

Empathetic Communication

Empathy is the ability to understand and share the feelings of another person. As an RBT, you’ll be working with families who may feel stressed, confused, or worried about their child’s behavior. Showing empathy will help build trust and rapport.

Example of Empathetic Language: “I can see that this has been really difficult for you. We’re here to support you and your child.”

By using empathetic language, you show the family that you understand their feelings and that you care about their experience.

Vocabulary Chart: Active Listening and Empathetic Communication

Active Listening: Paying full attention to the speaker and confirming understanding.

Example: “It sounds like your main concern is his aggression at home.”

Empathy: Understanding and sharing another person’s feelings.

Example: “I understand this must be stressful for you, and we’re here to help.”

Paraphrasing: Restating what the other person said to show understanding.

Example: “So, you’re saying he struggles more in group activities?”

Clarifying: Asking for more information to better understand something.

Example: “Can you explain what happens before he gets upset?”

Nodding: Using body language to show that you are listening.

Example: Nodding your head while the parent is speaking.

Summarizing: Briefly going over the key points of a conversation.

Example: “To summarize, we’ll start using visual schedules at home.”

Eye Contact: Looking at the speaker to show engagement and focus.

Example: Maintaining eye contact while discussing the behavior plan.

Reflecting: Echoing back the speaker’s feelings to show empathy.

Example: “It sounds like you feel really frustrated by this situation.”

Nonverbal Cues: Using gestures, facial expressions, or posture to show understanding.

Example: Smiling and nodding while listening to the client’s concerns.

Mirroring: Subtly copying the speaker’s tone or body language to build rapport.

Example: Leaning forward slightly when the parent leans in.

Open Body Language: Keeping your body relaxed and open to signal attentiveness.

Example: Facing the speaker with uncrossed arms.

Tone Matching: Adjusting your voice tone to match the speaker’s emotions.

Example: Speaking softly when discussing a sensitive issue.

Verbal Acknowledgement: Using words like “I see” or “Uh-huh” to show that you’re following along.

Example: “Uh-huh, that makes sense.”

Encouraging: Offering small prompts to help the speaker continue.

Example: “Can you tell me more about that?”

Pausing: Allowing moments of silence to give the speaker time to think.

Example: Giving a few seconds of silence after the parent finishes speaking.

Respectful Interruptions: Politely interrupting to clarify a point or guide the conversation.

Example: “Sorry to interrupt, but can I ask what usually triggers the outburst?”

Open-Ended Questions: Questions that invite detailed responses.

Example: “What strategies have worked well for managing her tantrums?”

Closed Questions: Questions that require short, specific answers.

Example: “Did he finish the task yesterday?”

Validating: Confirming the speaker’s feelings as understandable or normal.

Example: “It’s completely understandable to feel overwhelmed.”

Providing Feedback: Offering constructive input based on what you’ve heard.

Example: “I think it would help to set clearer expectations at the beginning.”

Cultural Considerations in Client Communication

As an RBT, you’ll work with clients from diverse cultural backgrounds. What’s considered polite, respectful, or appropriate in one culture may not be the same in another. Being aware of cultural differences will help you communicate more effectively and avoid misunderstandings.

Why Culture Matters

Culture can influence how clients:

View authority figures like RBTs or therapists

Express emotions or discuss behavior

Approach discipline and reinforcement

For example, some cultures may prefer direct communication, while others might find it rude. Similarly, a family’s understanding of reinforcement might vary depending on cultural views about discipline.

Tips for Culturally Sensitive Communication

1. Ask questions: If you’re unsure about a family’s preferences, ask them how they prefer to communicate or handle certain behaviors.

2. Be open-minded: Avoid making assumptions about a family’s beliefs or practices.

3. Respect boundaries: Some clients may prefer not to discuss certain personal details, or they may communicate in nonverbal ways. Be respectful of their boundaries.

Vocabulary Chart: Cultural Considerations

Cultural Sensitivity: Being aware of and respecting cultural differences in communication.

Example: “Let’s talk about what’s important in your family’s approach to discipline.”

Cultural Norms: Commonly accepted behaviors or beliefs in a specific culture.

Example: “In some cultures, direct eye contact is a sign of respect, while in others it can be seen as confrontational.”

Conclusion: Communication is Key

And that’s a wrap for Lesson 2! We’ve covered a lot of ground in this lesson, from asking the right kinds of questions to simplifying technical language, practicing active listening, showing empathy, and being mindful of cultural differences. Communication is the foundation of your work as an RBT, and by mastering these skills, you’ll be well on your way to building strong, supportive relationships with your clients and their families.

Remember, great communication isn’t just about speaking clearly—it’s about understanding the other person’s perspective, being patient, and adapting your style to meet the needs of the people you’re working with. Keep practicing these skills, and you’ll notice the difference in how smoothly your sessions go.

In the next lesson, we’ll dive deeper into the art of giving feedback and handling difficult conversations. Until then, keep practicing your English, and don’t forget to be an active listener!

Vocabulary Recap: