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

OBSERVATION CHECKLIST: INTEGRATED SKILLS PRACTICE
Instructions to Observer: You have the opportunity to help your colleague improve their counselling skills. Please
listen and watch the “counsellor” carefully. Take special note of those behaviours that are to be practice. For
now, focus on the process NOT the solution, the advice or the answer. Tick (Τ) the behaviours that occurred or
did not occur. Use the “notes” section to write specific examples to help you give the best, most specific feedback
possible to the provider.
OBSERVED BEHAVIOUR YES NO NOTES
I. WELCOMING BUILDING A RELATIONASHIP
Greets the caller in a friendly way
Assures confidentiality
Asks reason for calling
Mention YEF HIV/AIDS Hotline Services
Speech, tone communicates warmth, care and interest.
Pays attention to caller’s verbal cues (content, voice
tone, pace)
Pays attention to caller’s non verbal cues ( changes in
voice tone, pace, pauses )
Words communicate respect and acceptance
Is comfortable managing silence
Asks about feelings
Use language and words familiar to the caller
II. GATHERING & PROVIDING INFORMATION
Follows or “tracks” what caller is saying
Uses non word noises to encourage caller to talk
Talks about self only in information is directly pertinent
Does not interrupt
Ask one question at a time
Uses open-ended questions to foster dialogue
Legitimises the caller’s concerns
Let’s the caller do most of the talking
Use language and words familiar to the caller
Session 6 – Pg. 10