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

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•Accepting Valuing another person unconditionally as a human being. It involves a genuine effort to understand another person in a non-judgemental way and being open to knew knowledge, ideas and behaviours. •Active Listening Attending to both a client’s verbal and non-verbal messages, and listening in a way that conveys respect, interest and empathy. Active listening involves more than just hearing what other people say. It involves paying attention to both: the content of the caller’s message and words as well as the things that might go “unsaid”, such as feelings or worries. Active listening can be harder to do over the phone than in person, because the counsellor cannot use body language to show that s/he is listening. Telephone counsellors must demonstrate active listening through verbal cues. For example: “Yes, I see….” “Oh?” “Mmm hmmm….” “And then?” It can also be helpful to repeat one or two key words that the caller has just said. For example: Caller: “I am so upset with my husband….” Counsellor: “Upset?” Caller: “Yes, it makes me so mad that he won’t use condoms when he knows that they can protect us.” PRACTICE Active Listening: _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ ________________________________________________________ •Using Silence Allowing the conversation to stop for a few seconds in order to encourage more dialogue. While many people are uncomfortable with silence in a conversation, silence can actually help clients talk more. When a client falls silent, s/he will often begin to talk again after a few seconds if the counsellor does not say anything. Also, silence is sometimes necessary if a caller becomes upset and needs a few minutes to calm down or collect his thoughts. Counsellors can use silence as a way of demonstrating active listening. Session 4 – Pg. 4
•Questioning and Probing Asking questions in a way that encourages callers to express their feelings and share information about their situation. This is accomplished through asking open-ended questions and probing for more information when a superficial answer is not enough. What can we learn through questions? *The general situation What did you want to talk about? *The facts What happened? * Feelings How did you feel? * Reasons What made you do that? * Specifics Please could you explain that more? *Open-ended questions are questions that require more than a one-word answer. They usually begin with words such as “How?”, “What?” or “Why?”. Probing is necessary when the counsellors needs more information about a person’s feelings or situation. Following are some helpful probing phrases: “Can you tell me more about that?” “What happened after that?” “Please describe the symptoms” “Yes, Explain how you felt ” *Close-ended questions usually require one or two word answer, are helpful to clarify or confirm issues or statements that the counsellor needs specific information. Example: How old is your friend? 19 Is your friend with you now? Yes Are you still very afraid? Not so much….. How far away are you from the clinic? About 5 miles The counsellors use a combination of open-ended questions and some closeended questions when they need to probe about two things: 1) The caller’s experiences or “story”; and 2) The caller’s feelings. Callers may have trouble expressing their feelings and may need help from counsellors to verbalise them. The handout Focus on Feelings provides a list of words that counsellors can use to: 1) Help callers express their feelings; and 2) Acknowledge feelings once they are expressed. Session 4 – Pg. 5
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 and 24: SESSION 4 Counselling Skills CONTEX
Page 25: “hoax clients”. In other words,
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Page 31 and 32: done in a way that does not make th
Page 33 and 34: SESSION 5 Practice-Counselling Proc
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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 69 and 70: 3. Explore options for self-disclos
Page 71 and 72: ARE YOUNG PEOPLE DIFFERENT TODAY? 2
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Page 75 and 76: •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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MODULE TWO: COUNSELLING - FHI 360 Center for Global Health ...

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