Elements and Performance Criteria
- Apply the organisation's telephone counselling processes
- Display qualities that help to develop an effective, safe and trusting relationship with the caller
- Display a client-centred approach to counselling calls
- Display empathy in order to build a strong connection with the caller
- Display congruence in order to promote a strong and trusting environment within which the caller feels able to discuss their concerns and pain
- Display unconditional positive regard to enable the caller to talk freely without fear of judgement
- Apply skills which assist the counselling process
- Consistently use active listening skills and brief encouragers to establish rapport with clients, and identify their issues
- Show respectful, empathic understanding to clarify the nature and depth of client feelings
- Develop an empowering counselling relationship which helps clients clarify options, seek support and decide on next steps to address problems and/or meet current needs
- Explore and offer options for further community help
- Sensitively manage a timely end to the call, facilitating transitions to ongoing self care and community support
- Address personal factors likely to impact on the counselling
- Identify, affirm and encourage personal attributes and attitudes likely to facilitate the counselling process
- Identify and contain personal issues or attitudes likely to impact negatively on the call
- Identify and discuss personal reactions to strong caller emotions or impactful client situations
- Identify and implement constructive strategies for dealing with these strong emotions and impactful situations
- Develop a range of self care strategies for responding to impactful client presentations or situations