Refresher Training for Helpline workers

Devised & delivered by

Helplines Ireland

Aims for the session

To refresh and update your existing listening skills

Introduce the CUP model – a reminder tool (kindly shared by Third Age (Ireland) – Senior Helpline)

To practice some of the skills of helpline worker/volunteer

To look at some ideas on Challenging calls and self-care

Housekeeping

Phones: silent/OffToiletsTea/coffeeLunchSkills Practice

Contract:Respect viewsConfidentiality

Questions – ask at any time (Parking...)

First....

Your name…Something positive about yourselfI’ll go first….

Talk Time

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Task

o Have a conversation with someone that you don’t know in this group

o Introduce yourselves to each other

o Talk about your interests, hobbies, lifestyle, family

(you have 4 minutes each)

Talk time feedbackWhat helped this conversation?

What hindered this conversation?

What rules (conventions) were observed?

Was this communication?

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Communication – face to face

3 Aspects of face to face communicationBody LanguageTone of voiceWords

According to research: 55% of impact is determined by body

language- postures, gestures & eye contact

38% by the tone of voice7% by the content of the words used in

the communication processWhat are the implications of this for a helpline?

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As a helpline volunteer/worker....

What helps you to communicate?

As a helpline volunteer/worker....

What hinders you in your communication?

Personality traits able , active, adventurous,

affectionate, alert, ambitious, attentive, artistic

bold, bossy, brainy, brave, bright, brilliant, busy

calm , careful, cautious, charming, cheerful, clever, concerned, confident, considerate, cooperative, courageous, curious , creative,

daring, decisive, demanding, dependable, determined, dutiful, decision maker

eager, easygoing, efficient, encouraging, energetic, excited, expert

fair, faithful, fearless, fierce, fortunate, fresh, friendly, funny, fixer

gentle, giving, glamorous, good, graceful, grateful

happy, healthy, helpful, honest, hopeful, humorous,

imaginative, independent, industrious, innocent, intelligent

kindly, leader, lively, loving, loyal, lucky, mature

nice, obedient peaceful, pleasant, polite,

popular, positive, precise, proper, proud, quick, quiet

rational, reliable, religious, responsible, safe, satisfied, serious, sharp, skilful, smart, strict, sweet , strong opinioned

talented, tall, thankful, thoughtful, tolerant, trusting, trustworthy, useful, warm, wise

Note some of your own positive personality traits

Are there downsides to these positive traits?

Qualities that can challenge us

Problem-solving People who are good at problem solving may

have to hold back on the helpline and instead give more time for the caller to come up with their own ideas.

Qualities that can challenge us

Having strong opinions or being independent mindedBeing too different could be an obstacle to

understanding other people. Empathy is putting ourselves in the shoes of the caller and having a real feeling for what they are going through.

You might have to hold back on the helpline rather than giving their own opinion

Qualities that can challenge us

Wanting to help othersThough clearly a positive trait, it can be hard

when we want to do more than the service allows. Also, if caller does not ‘play-ball’ there can be a “self-discrepancy” where we are not able to fulfill our expectations of ourselves.

This can frustrate the helpline worker

Qualities that can challenge us

Experience & knowledge If we feel we know this ‘type’ of call, we may not

tune in fully . This can make it hard to really listen & understand the caller.

If while listening we are preparing our reply, we are not making ourselves available to really understand what the caller is saying.

CUP model*

Stage 1 Connecting

Getting to know the caller/building rapport

Stage 2 Understanding

The caller, the situation and the feelings

Stage 3 emPowering:

A helping action with the caller – the power of listening or other action…

* Source: Third Age (Ireland) – Senior Helpline http://www.thirdageireland.ie/what-we-do/14/senior-helpline/

Stage 1 – Connecting (Listening Skills)

Tone of voiceWarm and welcomingCaring, interested

Open questionsWho, what, where,

when, how, why – open up conversation-

Closed questionsTo clarify – require

yes/no answer – close down conversation

RepeatingWord or phrases used

by caller – shows interest, lets caller know you’re listening,

Timing – lets caller continue

Allow pausesDon’t interrupt pausesGivers caller space –

you are still ‘attending’Can be uncomfortable –

so don’t leave too long

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Stage 1 – Connecting (Listening Skills)

Invitations‘tell me more…’‘tell me about that…’‘is there something in

particular you’d like to talk about…’

‘is there something on your mind…’

Followed by…Why don’t you tell me about that…..

Paraphrasingrestating another

person’s statement in your own words to gain understanding

Clarify whether what you have heard is what has been said!!!???

May not be necessary in many short verbal exchanges

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Stage 1 – Connecting (Listening Skills) Paraphrasing Example

Caller: “I really thought I’d enjoy his retirement, but now he’s actually retired we argue about everything”

Paraphrase: “If I’m hearing you correctly, spending time together after his retirement, hasn’t turned out as you’d hoped”

Speaker: “Exactly.”

Stage 1 – Connecting (Listening Skills) Paraphrasing Example

Speaker: “I feel awful today.”

Paraphrase: “It sounds like you’re coming down with something”

Speaker: “Actually, I’m just upset as I had an argument with my daughter this morning before she went to school”

Clarification

Stage 1 – Connecting (Listening Skills)Trust and Rapport

Assurances re Anonymity and confidentiality

Authority: Information on topic & services or signposting

Stage 1 – Connecting (Listening Skills) Empathy

Empathy and Sympathy http://www.youtube.com/watch?NR=1&v=jR5kq5Qc9ws&feature=endscreen

Empathy http://www.youtube.com/watch?v=9_1Rt1R4xbM

CUP model

Stage 1 Connecting

Getting to know the caller/building rapport

Stage 2 Understanding

The caller, the situation and the feelings

Stage 2 - UnderstandingTools in our toolkit

Reflecting back “it sounds like it’s been….”

http://www.youtube.com/watch?v=ESujTCel6lM Paraphrasing “So, it seems that this was a

big shock for you…” Reframing “It sounds like you’ve developed a

number of skills in dealing with this over time….” http://www.youtube.com/watch?v=QGhEjC-5WDE

Stage 2 - Understanding

Reflecting a feeling:You sound: happy/sad/anxious? – I am

wondering is that how you feel?Is there something in particular you’d like to talk

about?Would you like to tell me more?You sound like you would/might want to talk

about something in particular....

Stage 2 - Understanding Exploring

Summarising/Clarifying “Am I right in saying, that you…”

Getting fuller picture: “Tell me more?”

“What was that about?” “Who do you lean on?” “How are you coping?” “What has helped before?”

CUP model

Stage 1 Connecting

Getting to know the caller/building rapport

Stage 2 Understanding

The caller, the situation and the feelings

Stage 3 emPowering:

A helping action with the caller – the power of listening or other action…

Stage 3 - emPowering

Don’t jump to stage 3 too earlyLinger on Stage 1 &2, particularly if a caller is

responding well to Connecting and feeling Understood

EmPowering – may not be what many of our callers need – they may be emPowered by you just listening

Stage 3 - emPowering the callerListening skillsExplore options ‘what options have you

considered?

Assess personal support - ‘is there anyone you can turn to for help?’ ‘Have you anyone to talk to?’ ‘ A friend?’ ‘Family member?’

Help them evaluate that support. ‘What happens when you talk to someone? Has it helped? Does it help?

Assess professional support - ‘could you go to your GP’?/’Have you gone to your GP’? ‘Have you heard of..... (relevant professional organisation)?’

Stage 3 - emPowering the callerListening skillsGoal setting type questions.. Do you think you

might….?Summarise any action they decide to

consider/or undertakeAsk the caller ‘how do you feel now you have

had the chance to talk to me?’ or ‘Have you any thoughts on what you may do now you have talked about the situation’

Affirm the caller by praising the positive step taken by making the ‘phone call to share their situation

Invite them to call again

Stage 3 - emPowering continued:

Don’t leave callers too raw If caller was emotional during the call, we need to

acknowledge that & maybe look at techniques for caller to mind themselves after the call, given what has been discussed:

“What are your plans for after the call?” “Would it be possible for you to talk further with

someone about this?” “Can you do something nice for yourself this evening- a

walk, a bath, a nice supper perhaps?”

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Helpline skills practice

TaskBreak into groups of 3(or 2 with no

observer)Observer/caller/volunteer

Your call will last – 5 minsEmphasis on listening skills –try these

out – especially a skill you may currently not use much

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Helpline skills practice

Caller – to have a situation/problem/issue in mind

Volunteer – to focus on being available & listening

Observer – to be aware of the skills used and to keep time

Feedback – share any learning

Challenging calls

Strategies for support

Self care

Vicarious trauma and burnout

Challenging calls

What types of calls challenge you the most?

Strategies for support

Ideas of strategies for managing challenging calls and their impact

The importance of Self Care

To enable you to provide a good serviceTo keep you mentally and physically wellTo make work more enjoyableTo reduce the impact of the work on your

personal life. To prevent Vicarious Trauma:

Definition: When continued exposure to other peoples trauma starts to impact on your life and your view of the world

Self-Care Strategies (1)

Simple breathing exercises – inhale slowly, hold for the count of 3 and exhale.

Stand up – shake out your arms and legs Sitting down, put your feet flat on the

floor, close your eyes and feel the chair supporting you

Leave the room, stretch your legs, make a cup of tea, talk to a colleague or supervisor

Self-Care Strategies (2)

Use your supervision structures Use your debriefing structures Allow time between calls to log the

call,debrief and also to take a break Be honest with yourself and your team Look at Policies that are there to protect

youFor more on this visit:

http://www.defence.gov.au/health/DMH/SelfHelp/Documents/FS_Vicarious_Trauma.pdf

Vicarious Trauma prevention ABC’s

Awareness – being attuned to one’s needs, limits, emotions and resources; practice self-acceptance.

Balance – maintaining balance among activities, especially work, play and rest.

Connection – maintaining supportive relationships; communication is part of connection and breaks the silence of unacknowledged pain; these connections help prevent isolation and increase validation and hope.

Recap on aims for the session

To refresh and update your existing listening skills

Introduce the CUP model – a reminder tool

To practice some of the skills of helpline worker/volunteer

To look at some ideas on Challenging calls and self-care

One thing you can take away from today

One skill or area you would like to develop

Take-aways?

Thank you

Thank you for your attention, we hope that this has been a helpful course for you.

Please note that these course materials are subject to an Attribution-Non Commercial CC BY-NC Creative Commons Licence. This makes the course material free to be used by others but imposes some small rules of Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use. Also it must not be used for commercial  purposes.