Page:What is Crisis.pdf/4

 {| class="counseling-leads" !rowspan=2| Stage I ! Establish rapport / Build a relationship !rowspan=2| Stage II ! Clarification / Define the Problem !rowspan=2| Stage III ! Explore Resources !rowspan=2| Stage IV ! Plan of Action !rowspan=2| Stage V ! Wrap up the call/session
 * + Counseling “Leads”
 * Unconditional Positive Regard, Genuineness, Empathy
 * Establish trust. Engage in Active Listening
 * Reflect, reflect, reflect … feelings or thoughts
 * Open-ended questions
 * Attending behaviors: “Ear contact,” “mmm’mm,” “I hear you.”
 * Tracking - responding to what he or she has just said.
 * “Take your time”. Give permission to ventilate
 * Silence can be a powerful form of active listening.
 * “Take your time”. Give permission to ventilate
 * Silence can be a powerful form of active listening.
 * Who is this person? What has made him/her call today?
 * What is at the heart of the call/session?
 * Break it into smaller pieces. Gather information.
 * What does this problem mean to him or her?
 * Reflect, reflect, reflect …
 * Open-ended questions or closed-ended questions.
 * Assess the situation for risk, emergency, or danger.
 * Bring up a difficult subject.
 * Assess the situation for risk, emergency, or danger.
 * Bring up a difficult subject.
 * Prior strains? Available resources? Perception of the problem?
 * What has he/she tried before?
 * What options does he/she see?
 * Who can they turn to for support or help?
 * What special considerations factor in to the resources?
 * Facilitate his/her development of the solution or options.
 * Refrain from giving advice! Let the caller do the work.
 * Facilitate his/her development of the solution or options.
 * Refrain from giving advice! Let the caller do the work.
 * See “SMART” Plan
 * Pace him/her and yourself … “Rome wasn’t built in a day.”
 * Break plan into manageable steps - Summarize. Anticipate problems
 * The call may be resolved before it gets to action planning.
 * Break plan into manageable steps - Summarize. Anticipate problems
 * The call may be resolved before it gets to action planning.
 * How does he/she feel now?
 * Commend him/her for making call - for risking.
 * Offer the Crisis Center or other resources.
 * If there is a special reason follow-up, plan and make clear.
 * Give feedback.
 * } Volunteer Manual/Section 3/REV 07/07/14
 * Give feedback.
 * } Volunteer Manual/Section 3/REV 07/07/14