MODULE TWO: COUNSELLING - FHI 360 Center for Global Health ...
MODULE TWO: COUNSELLING - FHI 360 Center for Global Health ...
MODULE TWO: COUNSELLING - FHI 360 Center for Global Health ...
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would be available (in<strong>for</strong>mation about the other counsellor’s schedules should be<br />
readily available).<br />
♦PROBLEM: A counsellor is not able to establish rapport with the<br />
caller, and it is unclear why. Like the situation above, the counsellor should<br />
acknowledge the caller’s discom<strong>for</strong>t and try to discover the reason behind it.<br />
(Ex: “It appears that you are not com<strong>for</strong>table speaking with me. What can I do<br />
to make this more com<strong>for</strong>table <strong>for</strong> you?”). If possible, the counsellor should<br />
then use the caller’s response to improve the rapport. If this is not possible, the<br />
counsellor should offer to transfer the caller to someone else or invite the caller<br />
to call back at another time.<br />
♦PROBLEM: A counsellor and caller know each other. In general, it is<br />
not appropriate <strong>for</strong> a counsellor to counsel someone that s/he knows. It can be<br />
difficult to know <strong>for</strong> certain over the phone whether or not a counsellor and a<br />
client know each other, however. Sometimes a counsellor may recognise a caller<br />
but the caller may not recognise the counsellor. Sometimes a caller may<br />
recognise the counsellor, and ask <strong>for</strong> his/her full name in order to verify this fact.<br />
In either case, the counsellor should not reveal his/her full name. S/he should<br />
explain to the caller that it would be best <strong>for</strong> him/her to speak with another<br />
counsellor who would be better equipped to handle his/her situation and proceed<br />
to transfer the call. If no other counsellor is available, the counsellor can take the<br />
call, but s/he should be sure to respect the caller’s confidentiality (as is the case<br />
with all calls).<br />
♦PROBLEM: A caller asks <strong>for</strong> in<strong>for</strong>mation that the counsellor does not<br />
know. It is perfectly okay <strong>for</strong> a counsellor to say, “I don’t know” if s/he does<br />
not know the answer to a question. Counsellors are not expected to know<br />
everything, and they should in<strong>for</strong>m the callers that they might not have all of the<br />
in<strong>for</strong>mation that they are seeking, but that they will try to find it. If the<br />
in<strong>for</strong>mation can be obtained quickly from the YEF HIV/AIDS Hotline staff, then<br />
the counsellor can put the caller on hold. If it will take more time to find the<br />
in<strong>for</strong>mation, however, then the counsellor can ask the client to call back later.<br />
♦PROBLEM: A caller talks continuously or inappropriately. If the caller<br />
talks non-stop without giving the counsellor a chance to speak, or the caller does<br />
not seem to be making sense, the counsellor should try to redirect the<br />
conversation. This can be done through interrupting the caller in a polite way,<br />
such as stopping him/her to summarise what s/he said and make sure that it has<br />
been understood. (Ex: “Let me just stop you <strong>for</strong> a minute to make sure that I<br />
have understood what you have told me….).<br />
♦PROBLEM: A caller becomes offensive or aggressive. Callers may use<br />
offensive language or speak to the counsellor in a threatening way, especially if<br />
Session 7- Pg. 3
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