Open-ended Questions
Why is it so important to ask open-ended questions?
- To allow the caller to feel comfortable responding however they would like
- To help the conversation flow
- To avoid any bias
Why should we reflect feelings?
-To show the caller we are listening and understanding how they feel.
- To validate how they're feeling and make them feel comfortable to continue sharing their feelings
What should you do before exploring solutions?
- A big summary of what has been discussed so far in the call (understand the problem)
-Ask the caller if they'd like to discuss solutions
What should you do before selecting and implementing a solution?
What is the first question on the Middle Earth risk assessment?
"Have you ever wished you were dead or you could go to sleep and never wake up?"
What is an open-ended question?
A question that encourages deeper thinking on a subject and requires more than a yes or no answer.
Why should we paraphrase content?
- To show the caller we are listening and to make sure we have the correct information
What is a guiding question?
A question that helps a person find a solution but doesn't give them the solution
What techniques can you use to help someone select a solution?
Pros and cons
What should you do when you suspect a high risk call?
Call Backup!! And start the risk assessment
What would you ask after a caller says this:
"My friends hung out with me and I don't understand why"
-"How did that make you feel?"
-"How did you react when you found that out?"
-"How is your relationship with your friends?"
How would you reflect feelings based off this:
"I'm just so confused, she told me she loved me but then I find out that she's been talking to multiple other people. It makes no sense."
"It sounds like you're feeling betrayed and misled because she told you one thing and acted in another way, is that correct?"
Give an example of a guiding question
"How have you dealt with conflict in the past?"
"How do you handle difficult conversations?"
"Have you dealt with anything like this in the past? If so, how did you handle it?"
Should you continue to validate and use minimal encouragers during this stage of problem solving?
YES!! Always!!
What are risk factors that would prompt you to begin the risk assessment?
-"Everything feels pointless"
-"I can't get out of bed"
-"I'm not eating"
-"I feel sad all the time"
Turn this into an open-ended question:
"is it your mom that's making you feel so pressured?"
-"What is making you feel so much pressure?"
-"Where do you think all that pressure comes from?"
How would you paraphrase this content:
"My mom really wanted me to become a doctor which is why I chose this school, but now that I'm here I'm starting to realize that this isn't what I want. I'm only getting this degree only to make my mom happy."
"If I'm understanding you correctly, your mom wants you to be a doctor and to make her happy you pursued a medical degree, but now you are second guessing that decision because it's not what you want, is that right?"
What guiding question would you ask in this situation:
The caller is having a hard time in one of her classes, she usually does well in school so she doesn't know how to handle this.
"How is your relationship with your professor?"
How can we help callers make a plan for implementing a solution
-SMART goals
-Who can support them with this?
What should you do when the caller says no to the first question on the risk assessment?
Ask question 6, or continue the call with open listening keeping in mind that the caller may be at risk. Use some of the risk factor questions on the assessment.
Turn this into an open-ended question:
"Are you mad at your boyfriend after he did that?"
-"How did you feel after he did that?"
-"How did you react after he did that"
Do a big summary (paraphrase and reflect):
"I'm just really overwhelmed with work and school and my friendships. There is so much going on all the time and I just need a break but I can never seem to get one."
"It sounds like you're having a hard time balancing your responsibilities and it is becoming very draining for you is that right?"
What should you do when the caller can't or won't come up with their own solution?
Ask: What are you looking to get from this call? (finding a solution or ranting?)
Once a caller selects a solution and you've made a plan together what should you do?
Ask: How are you feeling about this plan? How are you feeling after this conversation? Would you like to discuss anything else?
When you're on the hotline and need to call backup, how does it work?
Your shift partner will call backup for you and relay all the relevant information you have (this is why you MUST take notes. Your shift partner will relay any questions or concerns backup has for you. It's best to communicate through notes to each other. You have to multitask!