Commission for Case Manager Certification (CCMC) Exam 2026 – 400 Free Practice Questions to Pass the Exam

Expressing empathy is a crucial step in the motivational interviewing process as it helps to build a trusting relationship between the case manager and the client. This foundational aspect of the approach allows the client to feel understood and validated in their feelings and experiences. When a case manager demonstrates empathy, they reflect the client's emotions and concerns, which can encourage open communication and facilitate deeper discussions about change.

This empathic engagement also helps to lower the client's defenses, making them more receptive to exploring their motivations and ambivalence regarding behavior change. Through empathy, the case manager creates a supportive environment that empowers the client to articulate their own reasons for change, thus enhancing motivation and commitment to the change process.

In contrast, providing directives or establishing authority can undermine the collaborative spirit that motivational interviewing seeks to foster. Ignoring resistance will not effectively address the underlying concerns that clients may have, and might even hinder progress.