Postgraduate Certificate in Telephone Counseling
This module is intended to facilitate a competent comprehension of the tools, procedures, methods, techniques and unique aspects of telephone counselling.
Curriculum
• Introduction to telephone counselling
• The introduction phase of a counselling call
• The process used for telephone counselling
• The call process
• The seven core principles of telephone counselling
• Minimal encouragers
• Reflection of content
• Exploration of feelings
• Reflection of feeling
• Open questions
• Focusing
• Summarising
• Basic telephone counseling communication guidelines
• Barriers to effective communication
• Questions about listening to consider
• Self-Care: the salient points of stress management
• Domestic violence and suicidal callers
• Role play exercise
• The introduction phase of a counselling call
• The process used for telephone counselling
• The call process
• The seven core principles of telephone counselling
• Minimal encouragers
• Reflection of content
• Exploration of feelings
• Reflection of feeling
• Open questions
• Focusing
• Summarising
• Basic telephone counseling communication guidelines
• Barriers to effective communication
• Questions about listening to consider
• Self-Care: the salient points of stress management
• Domestic violence and suicidal callers
• Role play exercise