Module 1: Phases of Helping

Question 1

Unconditional Positive Regard

Answer 1

Accepts clients as a person of worth and dignity
“The expression of warmth requires a non judgmental attitude and an avoidance of blaming. Warmth involves acceptance of the equal worth of others… Non-possessive warmth entails a feeling of caring and concern without placing conditions on the relationship
Warmth is a precursor to trust

Question 2

Genuineness

Answer 2

Ability to focus and listen
Self aware and therefore congruent… requires the maturity and skills to be able to express these feelings in the context of a warm and empathetic relationship

Question 3

Empathy

Answer 3

Able to put yourself in someone else’s situation

Advanced/inferred empathetic responses are framed from hints and non verbal cues

Question 4

Overcoming Listening Obstacles (8)

Answer 4

1. Being Patient
2. Encouraging Trust
3. Controlling Noise
4. Staying Focused
5. Controlling Assumptions
6. Managing Personal Reactions
7. Knowing that listening does not mean agreeing
8. Being aware of blind spots

Question 5

Being Patient

Answer 5

People need time to frame and develop their ideas
Those who lack the ability to express themselves often use words that are vague and ambiguous or contradictory
It takes patience to wait and request clarification rather than assuming or hurrying the person who is speaking

Question 6

Encouraging Trust

Answer 6

Messages can be incomplete or missing information because of trust issues especially early in the phases of helping
Holding back or hesitation is common
The environment has to be safe and clients may test the waters by hinting at information or important concerns to check out the helper’s reaction.

Question 7

Controlling Noise

Answer 7

Once sent messages must receive and interpreted acurately

The environment needs to be free from distraction and interruption.. i.e phones, cells should be turned off

Question 8

Staying Focused

Answer 8

Listening requires focus
We think faster than people talk
Mental involvement is essential-ask yourself what does the client mean by this? What are key points?
Stay present with what is said not what is anticipated
Internal noise can interfere

Question 9

Controlling Assumptions

Answer 9

Assumptions and preconceptions lurk behind silence and become obvious to astute clients
Don’t assume anything… ask

Question 10

Managing Personal Reactions

Answer 10

Tension and reactions may be aroused by the client’s telling of their story, which can hinder our capacity to listen.
Our reactions erect listening barriers
Helpers need to become confident in their skills and abilities so that they can tolerate clients’ feelings, reactions with a minimum of defensive reactions that obscure listening and understanding

Question 11

Knowing that listening does not mean agreeing

Answer 11

Exploring, holding biases in abeyance as we try to see the world in our client’s eyes then decided that our own position is the better, does not mean that we did not listen

Question 12

Being aware of blind spots

Answer 12

Helpers may have blind spots that make it difficult for them to hear or understand their clients.
Helpers are vulnerable when they have unrecognized or unresolved problems that are parallel to those of their clients

Question 13

Silence

Answer 13

Silence in counselling is a skill- attended silence-eye contact, self discipline, focus

Question 14

6 Meanings of SIlence

Answer 14

1. Client is thinking- time to process
2. Client is confused and unsure of what to say or do - need for clarity
3. Client is encountering painful feelings - space
4. Client is dealing with issues of trust - hesitation to share
5. Silence is the client’s usual way - by nature
6. Client has reached closure - seek clarification through a check out

Question 15

Phases of Counselling

Answer 15

1. Preliminary
2. Beginning
3. Action
4. Ending

Question 16

Preliminary Phase

Answer 16

Interview planing: Create plan (questions and answers), Tune in
Preparing the setting: Agency setting, interruptions, seating, displays, office items, client files
Self-awareness: Self examine

Question 17

Beginning Phase

Answer 17

Objective: Negotiate a work relationship that is goal directed and based on trust and mutual understanding of expectations
Skills: Active listening, Promoting core conditions, defining the relationship, strengths focus

Question 18

Action Phase

Answer 18

Goal setting and action planning
Helping clients change behavior, feelings or perceptions
Skills: Teaching, giving information, supporting, confronting, immediacy

Question 19

Ending Phase

Answer 19

Agreement around activities and goals becomes target of termination
Assess what has been accomplished and what is left
Evaluate the counselling relationship
Ending the counselling relationship
Referring to other resources
Skills: Giving information, supporting

Question 20

Core Conditions

Answer 20

Unconditional positive regard, empathy and genuineness

Question 21

Active Listening

Answer 21

Attending, silence, questions, summarizing, paraphrasing, empathy

Question 22

Attending Behavior (3 V’s and a B)

Answer 22

Visual/eye contact
Vocal qualities
Verbal tracking
attentive Body language