Counseling “Leads”
| Stage I
|
Opening a call
|
- How may I help you?
- That’s what we’re here for. What would you like to share with me?
- Tell me about why you called today.
- What happened today to prompt your call?
|
| Reflection (Reflection will used a lot!)
|
- You feel because .
- I hear you saying ?
- What you seem to be saying is ?
- I feel as I hear you.
- You must have felt when happened
|
| Stage II
|
Clarification
|
- Help me to understand.
- Tell me more about that.
- How are you feeling?
- How do you feel about ?
- I’m wondering if ?
- I’m not sure I understand. Can you repeat that?
- How long have you had this problem?
|
| Stage III
|
Exploration of Resources
|
- What do you feel are your resources?
- Who do you have in your support system?
- What has worked well for you in the past?
- What do you feel able to do about this just for today?
- Who can you count on to assist you?
- What do you believe prevents you from resolving this?
- What would have to happen first?
- How do you see your problem resolving?
- How would you like things to be if you could have them your way?
- What things have you tried before?
- What do you see as the next step for you?
|
| Stage IV
|
Wrapping up a call/session
|
- How are you feeling now?
- What do you see happening after our call?
- It seems as if you’ve identified and explored your problem and now you have some things to reflect upon [or a plan to act on.]
- I want to applaud your courage for calling and for taking a chance on sharing your problem with me.
- I hear you having [specific positive assets] and I really believe in your ability.
|
Volunteer Manual/Section 3/REV 07/07/14
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