LupusLine Basics:
Peer Counseling Skills:
Peer Counseling
Skills 2.0
Communication Stoppers
LupusLine® Mix
(various categories)
100

The mission of the LupusLine® program is to __________ and __________.

Support and educate

100
This skill is used to get specific facts or clarify information. These often begin with “when, where, who, do you and is it…”
What are Closed-Ended Questions
100
This skill uses all the learned skills to assist a caller in coming to a solution to an issue that they have presented
Problem Solving
100
“You missed your doctor appointment, you don’t seem to be taking your Lupus seriously”
Evaluating, criticizing
100

This is the date and place that LupusLine® began.

1988, Hospital for Special Surgery

200
Type of Lupus caused by certain prescription drugs. The symptoms are similar to those of systemic lupus, but only rarely will any major organs be affected. Symptoms usually disappear within six months after these medications are stopped
What is drug induced lupus?
200
This skill is used to get the caller to expand on a topic or a feeling and gather information. These often begin with “how, what and could you…”
What are Open-Ended Questions
200
This is a way of showing interest in your caller. It opens up new areas for discussion, clarifies what is being said, and helps the caller explore issues.
Asking questions
200
“If I were you, I would change doctors.”
Advising, Recommending
200

Three questions you may ask a caller where you suspect issues of depression?


How long have you been feeling this way?

-What in your life is different?

-What else is going on in your life?

-Is there something specific going on?

-Is there anything different that has happened in the last week or two?

300
This must be completed and turned in by you each time you finish talking to a caller.
Lupus line Log
300
This skill is often used when you are ending a conversation with a caller and you want to review what you spoke about and your plan to follow up.
What is Summarizing?
300
This is when you decide to share your own feelings or experiences in the peer counseling relationship.
Selective self-disclosure
300

“You should just become a doctor, so you don’t have to deal with your doctor’s busy schedule”

Kidding, Teasing

300

These are 5 stages often experienced by many people living with chronic conditions, dealing with loss: Denial, Anger, Depression, Bargaining and Acceptance

What are the Stages of Grief?

400
These are two possible triggers of a lupus flare
Sunlight/UV light, drugs, stress, infections: virus, bacterial, pregnancy and ?
400

This skill is when you restate the content of what a person has just told you. You summarize what your caller has said, using key words

What is Paraphrasing?

400
What term means to show genuine understanding of another person’s world, as if you were that person?
Empathy
400
“If you don’t keep up with your medicines, you will end up in the emergency room”
Warning, Threatening
400
If a caller needs immediate attention due to an emotional or medical crisis, you should ___________.
What is Consult with Program Manager?
500
These are the reasons Telephone partners are important
1. Mimics actual LupusLine call 2. Allows peer counselor to practice skills and receive/provide feedback
500
This is a way to confirm with the caller that what you explained to them was understood by the caller. The counselor asks the caller to restate what they had spoken about together.
What is the Teach Back Method?
500
These are three possible blocks to problem-solving.
Problem definition is wrong, timing is off and the caller isn’t ready, the caller doesn’t want help solving the problem and the caller just wants someone to listen, the caller benefits in some way from keeping the problem/the alternative may seem worse than keeping the problem
500
“Take your prednisone!”
Directing, ordering
500
This is a collaborative, goal-oriented style of communication with particular attention in strengthening a person’s own motivation and commitment to change.
What is Motivational Interviewing?
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