Rapport Building
It sounds like you feel ____ because ____ is the pattern or formula for a what?
What is a Reflective Statement
This is the first step in organizing information
What is identifying what is important to the caller?
Have you thought about trying.... Is it possible the .... might help, are all examples of what?
What is suggestive phrasing for discussing solutions?
Always review the _____ with the caller so it is clear what they will do
What is plan?
"I feel sorry for you" and "I am sorry you are going through this" are examples of this.
What is sympathy?
What is something CS should not say?
This stage focuses most on the caller's ______
What is Feelings/Emotions?
An important part of this stage involves gathering _______
Exploring the range of options and consequences can be called what
What is Brainstorming?
It is important to check out the callers ____ about the steps they will take
What is feelings?
To empower the caller to act upon his or her own solutions
What is goal of counseling model?
Ability to identify with and understand another's feelings, situation and concerns; tuning in to other's feelings
What is empathy?
This is a question to ask to get the caller to express their specific goals.
What is what would you like to see happen?
In this stage it is important to focus on the caller's ______
Provide complete detailed information to the caller when giving these
What is referrals?
This is one of the general guidelines regarding self-disclosure on calls.
What is do not disclose?
"Uh huh.....OK.... Right" Are all examples of what?
What is attending behaviors / minimal prompters
Some calls require a listener to assess ____ early in the call.
What is safety / physical safety?
When the caller asks "What should I do?" a good listener avoids this.
Invite the caller to _____ if the problem persists
These two skills are necessary to communicate empathy and build rapport
What are reflection and attending behaviors?
"Can you tell me more about that?" is an example of this
What is open ended question?
A technique where call specialists reflect the issues and concerns that the caller designates as important and helps establish the problem or conflict is called this
What is summarize or summary?
Saying these two words shifts the focus of the call from the caller to the listener
What is "I think"?
The counseling model is client-centered and largely based on the work of this person
Who is Carl Rodgers?