LupusLine Mix
Taking Action
Stop in the Name of Communication!
Peer Counseling Skills 101
Peer Counseling Skills 102
100
The mission of the LupusLine® program is to ___________ and ___________.
What is Support & Educate?
100
The goal of problem-solving is for the ________ to come up with the solution, not the _______.
What are Caller & Counselor?
100
“Aww, I feel so bad for you.”
What is Sympathizing?
100
Eye contact, body language, vocal style, minimal encouragers
What are Attending Behaviors?
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?
200
____________ is the “lens” through which you view the world. It can refer to race, religion, ethnicity, gender, health care, poverty, sickness, homelessness, sexual orientation, etc.
What is Culture?
200
A referral should only be made if it is an outcome of problem-solving, NOT _____________.
What is Advice-giving?
200
“I’d say, from the symptoms you’re telling me, you probably have fibromyalgia on top of your lupus.”
What is Diagnosing?
200
The two attending behaviors that cannot be used by phone are _______ and _______.
What are Body Language and Eye Contact?
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?
300
__________ refers to a community of people who share cultural and/or physical characteristics including one or more of the following: history, political system, religion, language, geographical origin, traditions, myths, behaviors, foods, genetic similarities and physical features.
What is Ethnicity?
300
_______ is one of the 7 steps of problem-solving when you discuss proposed options with your caller and assess what is most important and doable for the caller.
What is Evaluating the Alternatives?
300
“If you stop taking your medications, you’re going to get really sick and who knows what might happen next.”
What is Warning/Threatening?
300
You use this when you want to restate the CONTENT of what your caller has told you, using your own words
What is Paraphrasing?
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?
400
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
If a caller needs immediate attention due to an emotional or medical crisis, you should ___________.
What is Consult with Program Manager?
400
“If I were you, I would just stop talking to your friend who is giving you a hard time about not hanging out.”
What is Advising, Recommending?
400
You use this when you restate the EMOTIONS of what your caller has told you in your own words
What is Reflecting Feelings?
400
There are seven steps for this critical skill: exploring, understanding, defining, brainstorming, evaluating, deciding and acting…
What is Problem-Solving?
500
In terms of a caller’s background/ethnicity/beliefs, we as counselors should NEVER _______. Instead, we should always _______ the caller.
What is Assume/Make Assumptions & Ask?
500
__________ is when the counselor shares some of their own feelings about a situation with their caller, with the caller’s best interest in mind.
What is Selective Self-Disclosure?
500
“What you told me about your issues with your partner is interesting – did you hear it's gonna snow this weekend?”
What is Diverting/Bypassing?
500
______ is the ability to understand a person's concerns from their point of view; to be "in their world." This can be communicated by combining the skills of paraphrasing and reflecting feelings.
What is Empathy?
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?
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