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

done in a way that does not make the callers feel stupid or defensive, however.
Counsellors should acknowledge misinformation and then correct it. For
example, “You mentioned that it is possible to cure AIDS by having sex with a
virgin. Many people believe this, but it is not true. At this time, there is no cure
for AIDS.”
Sometimes counsellors have doubts about certain information. It is advisable to
first try to clarify his or her own doubts by consulting a supervisor or consulting
material available on the topic form a reputable source.
Counsellors that are faced with a request for information regarding a topic they
are not familiar with, should acknowledge that they do not have the answer.
They may tell the caller to wait and will find out where the caller can obtain the
answer to their request or transfer the caller to other counsellors who can
provide the appropriate answers.
•Summarising
Summing up the main points of a person’s story and eliminating less relevant
information. Summarising is similar to reflecting, but the counsellor does not
repeat exactly what the client has said. The counsellor takes the main points of
the conversation and presents them to the caller.
Summarising is appropriate when:
1) The counsellor wants to check that s/he has understood the client’s
story;
2) When it is time to move onto another topic; or
3) When it is time to end the call.
4) Summarising can also help the caller to gain perspective on his
situation.
•Supporting
Offering encouragement and help to callers in order to give them confidence for
taking action. For example: “we can discuss some options of how to talk to
your girlfriend. What would you like to talk about first?”
•Closing
Asking if the caller has any questions, providing additional information if
necessary and ending the call. Before hanging up, the counsellor thanks the
caller for calling and invites him/her to call back anytime for more information or
assistance.
Session 4 – Pg. 9