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

they feel frustrated with the conversation or are very upset by information that a
counsellor has given them. Some callers may also place “hoax” calls just to be
malicious. If this happens, one strategy is for the counsellor to acknowledge the
feelings behind the caller’s language and state that such behaviour will prevent
you from helping him/her. (Ex: “It seems like you are very angry about your
positive HIV diagnosis. Many people have this reaction. I am not able to help
you until you calm down, however.”). If this does not work, or if the caller is
extremely verbally abusive, then the counsellor should terminate the call in a
polite way. (Ex: I can tell that you are angry, but I am afraid that I will have to
end this call if you are not able to calm down. Good bye.”
♦PROBLEM: A client calls back repeatedly for one particular
counsellor. Callers may repeatedly call a particular counsellor if they like
him/her and feel comfortable with him/her. While this is a sign that the
counsellor is doing a good job, it can also encourage the caller to become overly
dependent on the hotline. It is important to remember that the YEF HIV/AIDS
Hotline cannot provide psychological counselling for serious problems, and that
the main function is to provide AIDS information and counselling. Counsellors
who receive repeat calls from a client should clearly state YEF HIV/AIDS Hotline’s
limitations and should refer the caller to services that can better meet their
needs.
♦PROBLEM: A caller expects a service that the YEF HIV/AIDS Hotline
cannot provide. Callers may misunderstand the role of the YEF HIV/AIDS
Hotline and may call to demand services that cannot be provided. For example,
a caller may call to report that his/her neighbour has AIDS, and demand that the
YEF HIV/AIDS Hotline inform the proper authorities. Or a caller may expect to
be able to have a face-to-face meeting with a counsellor. Whatever the case,
the counsellor should clearly state the services that the YEF HIV/AIDS Hotline is
able to provide, and s/he should refer the caller to other services that can better
meet his/her needs.
COUNSELLING RULES
Following is a list of telephone hotline counselling rules which can help
counsellors to avoid and deal with difficult situations. The main idea each rule
(in bold) should be written on flipchart paper as they are read out by
participants. Keep them posted on the wall for the remainder of the training, in
order to reinforce the messages.
Session 7- Pg. 4