MODULE TWO: COUNSELLING - FHI 360 Center for Global Health ...

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Advantages and Limitations of Telephone Counselling There are both advantages and limitations to telephone counselling. Many clients prefer telephone counselling for the following reasons: ♦It is anonymous. This is especially important when dealing with a sensitive subject like AIDS. ♦It is accessible. Telephone counselling does not require transportation or money (except to pay for the phone call). ♦It is often available several hours a day. ♦It is safe. The caller can terminate the conversation if s/he becomes uncomfortable. ♦It can be less expensive than face-to-face counselling. ♦It often takes less courage to call a telephone hotline than to visit a counsellor in person. There are many challenges to telephone counselling, however. For example: ♦ ♦ ♦ ♦ ♦ Non-verbal communication is different. Because the counsellor and caller cannot see each other, some types of non-verbal communication which are important in face-to-face counselling are less important in telephone counselling (i.e. body posture, eye contact, facial expressions, etc.). Other types of non-verbal communication are more important. For example, the counsellor’s voice and speaking patterns are extra-important in telephone counselling. This includes the tone of the voice, breathing patterns, pauses, pace of speaking and hesitation. The quality of the counselling can be affected by the quality of the phone connection. If the phone line is bad, then the counsellor and caller will not be able to communicate clearly. This can result in misinformation, frustration and termination of the call by the client. The immediate circumstances of the caller are unknown. The counsellor does not know what type of environment the client is calling from. The client could possibly be in danger, or at the very least, could be in a situation where s/he is not able to talk freely for fear of being overheard by others. Trust building is harder. It is more difficult for a client to build trust in the counsellor when s/he cannot see the counsellor. Callers may place “hoax” calls, which are calls that are meant to be a joke or are not sincere. Face-to-face counsellors rarely have to deal with Session 4 – Pg. 2
“hoax clients”. In other words, most people who make the effort to visit a counsellor face-to-face are honestly seeking help. Encourage participants to give other examples of differences between telephone and face-to-face counselling. COUNSELLING SKILLS Following is a description of skills that are frequently used in counselling. This is just a list of the basic skills that are used most frequently and should be mastered by all YEF HIV/AIDS Hotline counsellors. There are, of course, many more advanced skills that are not covered here. Greeting Empathising Establishing Rapport Using Silence Questioning and Probing Active Listening Focusing Affirming Reflecting Speaking simply Summarising Supporting Correcting misperceptions Closing •Greeting Establishing contact with the caller in a way that is warm and welcoming. Greeting the caller with respect and in a way that conveys that you are ready and willing to listen in an unhurried manner and therefore establishing a good rapport with them. Ask participants for examples of greeting that could be used in the YEF HIV/AIDS Hotline. List them on the flipchart. _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ ________________________________________________________________ •Empathising Seeing the world through other’s eyes without judging them. Empathy is not the same as sympathy. Empathy means feeling with a person, while sympathy means feeling sorry for a person. 1 Sympathy creates a dead end in the conversation. Empathy involves understanding and acknowledging a person’s feelings in order to open up a conversation, encouraging dialogue. See “Focus on Feelings” vocabulary list at the end of this session. 1 CONNECT (Zimbabwe Institute of Systemic Therapy). 1993. Basic Telephone Counselling Skills. Session 4 – Pg. 3
Page 1 and 2: MODULE TWO: COUNSELLING
Page 3 and 4: • Discussed special issues relati
Page 5 and 6: HOTLINES IN THE CONTEXT OF HIV/AIDS
Page 7 and 8: SESSION 2 Self-Awareness CONTEXT AN
Page 9 and 10: VALUES AND ATTITUDES REGARDING HIV/
Page 11 and 12: HANDOUT Self-Awareness Attitudes An
Page 13 and 14: HANDOUT Attitudes Exploration Read
Page 15 and 16: SESSION 3 Counselling Process CONTE
Page 17 and 18: with the HIV/AIDS, both in terms of
Page 19 and 20: Following is a summary of the TASO
Page 21 and 22: COUNSELING SELF-ASSESSMENT EVALUATI
Page 23: SESSION 4 Counselling Skills CONTEX
Page 27 and 28: •Questioning and Probing Asking q
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Page 31 and 32: done in a way that does not make th
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Page 35 and 36: 5. You are a man in your 30s who wa
Page 37 and 38: I have knowledge about issues relev
Page 39 and 40: #1 TO TEST OR NOT TO TEST? The aim
Page 41 and 42: If a person did engage in a risk be
Page 43 and 44: A negative result can mean one of t
Page 45 and 46: For positive results: •Treatment
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Page 51 and 52: •A caller is talking non-stop. Sh
Page 53 and 54: they feel frustrated with the conve
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Page 57 and 58: Special Guidelines 1 •Suicide If
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Page 61 and 62: Anxiety about bodily changes (Am I
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Page 65 and 66: • Women are more susceptible to S
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Page 69 and 70: 3. Explore options for self-disclos
Page 71 and 72: ARE YOUNG PEOPLE DIFFERENT TODAY? 2
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•There may be considerable anger,
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3. Help the caller to express his/h
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CAUSES AND EFFECTS OF STRESS The ai
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•Talk to others Share your feelin
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BURNOUT The aim of this activity is
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Dealing with Burnout Burnout can be
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The counsellors also need to have a
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HANDOUT HIV/AIDS Information Post-T
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14. What is one reason that women a
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Guidelines for Giving Feedback Part
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8. A 21-year old boy calls the YEF
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Uses Encouragers and praise to fost
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6. Which topics made you uncomforta
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GENDER AND DEVELOPMENT ACTION NIGER
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RIGHTS TION CENTRE CENTRE FOR THE R
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LAGOS STATE GENRAL HOSPITAL org TEL
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HEALTH MATTERS INC. PLANNED PARENTH
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ORGANIZATION ADDRESS CONTACT PERSON
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P.O.BOX 742 BAYELSA STATE. 7. BENUE
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WOMEN AND AIDS NIGERIA CHAPTER (SWA
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SOCIETY FOR FAMILY HEALTH GOMBE STA
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Society for Women and AIDS in Niger
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FEDERATION OF MUSLIM WOMEN ASSOCIAT
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CHRISTIAN ASSOCIATION OF NIGERIA Ch
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