44. 索引

本章知识点阐述

Index ABCDE model 166 abilities 85 Aboriginal people 330-3, 335-7 abuse 272-3 see also violence accidental crises 259 accreditation 348 acronyms 312-13 action (readiness to change stage) 141. 202-10, 232, 234, 250 active listening 138-9 see also listening activity 250 see also action (readiness to change stage) adaptive change 291 addiction 230-5 advertising (service) 347 advice giving 8, 263 age 270 agencies 230, 235, 268 aggression 321 see also anger agreement, expressing 37- 8 alter ego strategy 215 ambivalence 231, 275, 276-7 anger 56, 278, 296, 333 anger control flow chart 240 anger control problems 174 blocked anger 152, 246-7 bottled-up 237 dissipating 237-8 expressing verba.ly 237-8 externalising 244 versus frustration 247 as grief reaction/stage 255 -6 persons troubled by 237-44 physical distance from 241 repressed 186 statements comparison 243 suppressing 246 use of the empty chair 237-8,246 warning! 238 annoyance 296, 298 anonymity 294, 315 anxiety 55, 84, 146-7,152,161, 196. 261, 273, 320 about time constraints 92 anxious person versus person troubled by 174 increases with exercise 219 reframinc as blocked excitement 192 see also stress appointments, ongoing 93-4,158, 325-6 arguments (avoiding) 235 assertiveness 93. 240, 242 3, 243, 298 Association for Counselling and Therapy Online 315 assumptions 114, 327 attentiveness (of counsellor) 16-17 attitudes 110, 137,167, 327, 355 of extended families 331 negative 359 opposing 231 opposites in 187 382 audio- or DVD recording and analysis 353 Australian Counsellors Association (ACA) 29, 348 Australian Psychological Society (APS) 314 avatars 307, 313 awareness 162, 164- 5 awareness circle see Gestalt awareness circle of cultural differences 327 heightening 73- 4 modes of 84-5 Sandier, Richard 113 behaviour addictive see addiction annoying 153 attention-seeking 191 behavioural exceptions 115 consequences 114 counsellor behav our 235 emphasis on 141, 202, 248, 314 facilitating change 130 finalising affairs/giving away possessions 272 helping oeople to change 113, 130, 238-44 inappropriate 300-1 maladaptive 153,166 neurotic 112 normalising changes in 147-9 opposites in 187 repetitive 164 self-harming see selCharmmg behaviour skills addressing 290-1 unacceptable 174 unconscious processes origins 110 unhelpful 202 see also unethical behaviour beliefs 28, 76,110, 137, 168-9 awareness of 327 challenging 241-2 constructive 166 dealistic 339 involving unrealistic expectations 169-72 irrational 114, 166, 240 opposites in 187 religious 256, 287, 372 self-destructive 128- 9, 166 -72, 241-2, 340 suspension of 333 that don't fit 169 what ’fits’and what doesn't 168- 9 biases 327, 344 bibliotherapy 305 blocked anger 246-7 blocks 198,204-6 bodily sensations 85,112,211 12,217 body language 336 body posture 37. 40 boundaries 315- 16 of counselling relationships 341, 343-4 preserving identity 343-4, 350-1 setting 95, 294-5 burnout 91-2, 297, 314 acceptance of normality of 370 1 actively dealing with 371-2 combating 370-2 factors leading to 369 inventory 360-6 major cause 359 personal consequences 359 protecting oneself from 367-9 symptoms 358-9, 370 calmness 127, 263, 272 care, need for 147 career questions 75 catharsis 52, 56, 215, 291 change additional skills for promoting 146- 59,161-82,184 -200, 202-22 afso under individual skill being positive about changes 181-2 combining skills to facilitate 134-42 crises as opportunities for 261 developmental life changes 3 expectations of 118 facilitating 2, 126-30 helping people to change 113, 125-6, 167, 238-44 integrative approach 124-32 in lifestyle or routine 273 long-term change 8 motivation for 230-1 normalising behavioural changes 147- 9 promoting 108-15, 118 -32, 134-42’" readiness to 231 3 short term change, dangers of 9 through open exploration 20 cheerleading questions 182 childhood beliefs 168-9 experiences 110 child rearing practices 331 children 20. 109, 148, 168,185-6, 238, 252, 296, 307 Chinese people 309, 334 choice questions 74-5 Choice Theory 74, 114 choices 167 decision making - making a choice 197-9 positive 242 responsibility for 114 'right' choice myth 199 see also decision- making choosing (making choices) 197-9 chronic depression 247-51, 291, 299 circular questions 75 -6 clarification 203 counsellor's role clarification 138 of problems 140 of values 22 via questions 73 closed questions 69, 71, 78 closed-circuit TV 352-3 closure 141-2 dependency issues 94 6, 350-1 of internet counselling 314 of a session 91-3, 314, 350-1 of telephone counselling call 301-4 seea/so termination of counsellingclues 85, 284 codes of ethical conduct 342-3 Cognitive Behavioural Counsellina 28-9, 52, 65. 113-14, 230 cognitive change 128-30 collaboration 118 -23, 341 see also therapeutic alliance colleagues 286-7, 341 comfort 39, 91-3, 301 4. 318 common factors 119-21 communication 16-17, 289 90 community 329, 330, 333, 345 competence 257, 292 3, 345-6 counselling thrust 115 compromising the counseling process 67-8 computer literacy 309 computerised records 340 conferences 306, 307, 341-2 confidence 9 confidentiality 163, 318, 320-1, 322, 326, 339- 42 limits to 339 online 315 preserving 356 conflict 21-2, 234, 345 confrontation 112,161-5, 300, 314 confronting dependency 96 direct 291 effective 162-5 examples 163-5 self-examination prior to 162 when to use 162-5 confusion 19, 80. 112, 199 congruence 13-14 constructive beliefs 166 contact, maintaining 265 contemplation (readiness to change stage) 232-3 continuity of contact 265 contracts/contracting 9-10, 94, 278, 311-12, 325, 335 control anger control 174, 240 of conversation 68 'out of control' feelings 56 over events 150-1 process control 291, 303-4, 307 when ending sessions 93 conversation 46, 67-8, 74, 211, 336 counselling approaches 125 -6. 130 see also integrative counselling approach boundaries and limits 343-4, 350-1 confrontation in 161-2 date of session 323 definition 2-10 effectiveness of 7,118-21, 314 ending sessions 91-3 environment for 237, 318 -21 external review 350 as facilitator of self-change 125 gaining satisfaction from- 372 iceberg model, usefulness in 186 individual 91-3, 319 integrative approaches 12-17,65, 108-15,124-32 internet counselling 305-16 lengthy methods 111 models 28-9, 124 natural skills for 29 people from other cultures 334- 7 positive outcomes 118, 243 practice sessions, length of 32 purpose and goals 7,11-17, 96. 248-9, 297, 299, 311-12, 324 reasons for use 188 record keeping 322-6 resources 314-15 skills-models match 29 techniques/strategies 130, 273, 275-8, 334-7, 371 technology and 284-304, 305-16 by telephone see telephone counselling theory and practice 108 15 counselling contract see contracts/ contracting counselling process 253 compromising process 67 8 dependency on 95 normal process use for depression 245 notes 324 process control 291, 303-4, 307 relationships as central to process 3-4 review of 350 stages 135, 136-42, 248 counselling relationship see counsellor-help seeker relationship counselling rooms 30, 318 -21, 351-2 Counselling Skills in Everyday Life 2, 146 counsellor behaviour 235 counsellor burnout see burnout counsellor expertise 315 counsellor help seeker relationship 3-6 case note-taking 91-2 contracting in 9-10 dependency issues 94 6, 350-1 desirable qualities 11-12 ending session series 96-7 focusing on 63 importance of 17 ongoing appointments 93-4, 325 qualities 119 warning of session ending 92-3 counsellors approaches 335 being integrative see integrative counselling approach collaboration with other professionals 341 competence 257, 292-3, 345-6 counselling relationships 3-6, 11-17 dependency issues 95, 350-1 desirable qualities 12-17,119 duty of care 266 effective 28, 30-1 expectations/agenda 136-7 goals 8. 311-12 individuality of 47, 85, 318 initials/signature 325-6 internet counselling, suitabi.ity of 308-10 limitations 235, 278 9, 337 looking after oneself 139, 358-72 measuring burnout score 359-66 obligations (legal) 346 own cultural backgrounds 335 own experiences 136-7 own feelings 137, 275, 325, 355 own needs 68. 267, 344 own croblcms 285-7 own supervision, requirements 340 personal growth and development 341-2, 348-56 personal issues 343, 346, 348-9 personal qualities 309, 318 perspective of 7, 8-9 protecting others 340 reasons for becoming 6-7 registration of 348 responsibilities 340, 345 roles 138, 212-13 safety of 321 self disclosure, restricting 253 self-promotion 347 specific instructions during crisis intervention 266 telephone counsellors (TCs) 4. 284-304 temptation - encourage, persuade or push 202, 205-6 see also blocks training 341-2, 345-6, 348-56 uniqueness of 84-5 values, influence of 19 -22 vulnerability of 321, 344 wellbeing 340, 358 work between sessions 91-2 work enhancement frameworks 350 see also counsellor-help seeker relationship counter transference 110, 156 creativity 199 crises 95, 295, 315 after-effects see post- traumatic stress counselling interventions 263-4 counsellor's personal response 262-3 dangers and value of 261-2 developmental crises 147-9, 260-1 differing views 258 emotional/physical crises 2-3 as opportunities for change 261 practical solutions 264-6 types of 258-61 crisis intervention 258-67, 295 crying 52, 53. 55. 73-4, 127, 139, 257, 320 cues 57, 239 culture/cultural considerations ctying 53 cultural differences, difficulties 328 cultural factors 328 34 cyber-cultures 309 issues 327-37 curiosity 68, 73 cyber-cultures 309 cynicism 359 danger 8 -9. 222, 244, 261-2 de Shazer, Steve 115 Index 383death 252, 254-5 see also dying debriefing 251, 267, 295, 314, 348, 368 need for 91-2 decision making 8-9, 216-17, 345 blocks 198 deciding when to end a call 301 exploring options 197 finding options 196-7 giv ng permission to stay stuck " 196, 200 making a choice 197-9 methods 330 referral decisions 346 regarding anger 241 see also choices: choosing imak ng choices) deep breathing 239 defence mechanisms 110 defensiveness 154,161, 234 demographic information about persons seeking help 322 denial (grief stage) 254-5 dependency issues 94-6,350-1 depression 152,186,196, 272, 291 as blocked anger 246-7, 278 deep or prolonged 245, 278 exceptions 250 people who suffer from chronic depression 247-51 persons troubled by 245-51 reasons for 245 specialist treatment for 245 use of activity 250 determination (readiness to change stage) 232, 234 developmental crises 147-9, 260-1 developmental life change, stress due to 3 developmental stages 147- 8 dialogue 214 16 dilemma 141,197 creative solutions for 199 ethical issues regarding confidentiality 339 model 205 records of 323-4 resolution of 199 staying stuck 196, 200 direct observation 351 3 disagreement, expressing 37-8 disappointment 260 disclosure (of information) 3-4, 66, 138, 320 judgements regarding 341 legal requirements 342 material interpretation 111 permission for 341 restricting counsellor self­ disclosure 253 to supervisors 340 see also self-disclosure discrepancy 235 discussion 68,140, 150,156 see also conversation; talking disillusionment 297, 359 disinhibition effect 312 distress 3,110,126-7,196, 289, 295, 349, 367 documentation 322-6 duty of care 266, 268-9, 272 384 Index DVD recording see audio or DVD recording and analysis dying 254-5 see also death dynamic counselling experience 92 dysfunct onal relationships 252, 260 educational training programs 341-2 ego 110, 215 Ellis, Albert 114, 128-9, 166 emails 305, 306, 307 embarrassment 320 emergencies, response to 264-5 emoticons 312-13 emotional burn out symptoms 358-9 Emotional Expression in Psychotherapy 128 emotions 36, 39, 110, 328, 355 arising from nuisance calls 296 'coding down' 241 dealing with 'here and now' 292 emotional change 126-8 emotional crises 2-3, 260 emotional draining 113, 295, 358, 368 emotional issues 333-4 emotional sain 29, 249-50, 303, 349, 367-8 emotiona. pressure 52, 56 emphasis on 139-40, 202, 312-13 expressing 257, 312 13 grief symptoms 255 links with smell, taste and touch 84 negative 185-6 normalising emotional states 147 opposing 231 range of 186 strong 51 see also feelings; iceberg model empathy 14 15, 38, 40, 47, 139, 235, 367 employ:ng body, responsibility to 345 empowerment 187, 293 empty chair, use of 237 8, 246 energy mobilisation 204 Epston, David 114-15, 173, 175 equality 350 equipment for counselling 320 Erickson, Milton 115 ethical behaviour see codes of ethical conduct ethics/ethical perspectives 333, 339-47 ethical issues of suicide 268-9 of internet counselling 314-16 see also confidentiality; legal considerations ethrfeity 270, 327, 328, 335 euthanasia 272 exception-oriented questions 178-80 excuses 68 exercise 214-17, 219-22, 241, 287 existentialist (humanistic) counseling 111-13 expectations 9-10, 118, 169-72, 265, 295, 370 experiences 333 'Ah- ha' experiences see Gestalt Therapy counsellor's own experiences 136-7 differences in 84 -9 dynamic counselling experience 92 expectations/agenda differences 136-7 identifying positive responses to negative experiences 180-1 past and childhood 110 somatic 85, 202 of trauma 334 experiential counselling skills 127, 211- 17 experiential gmuawork 348 experiential learning 28 experiments (experiential exercises) 212- 17 expletives 89 exploration 129-2, 157, 179, 197, 277 externalising 129, 173-7, 244, 248 externalising interviews 175-7 eye contact 40, 313, 336 eyestrain 320 face-to-face counselling 4, 284 5, 318 chair arrangement 30 versus telephone counselling 263, 284-5, 289-92, 294, 303 versus telephone counselling and internet 305, 308-9 facial expressions 37, 39 failure, feelings of 193, 359 families 271, 331, 341 therapy for see Milan Model of Family Therapy family therapy 235, 341, 352 feedback 93,152 5, 213, 235, 352 appropnate/inappropr ate statements 155, 159 giving 153-4 positive 302-3 via transitional questions 74 feeling (kinaesthetic) mode of awareness 84, 86 feelings 31-2, 36, 76, 217 avoiding 51-2 of being 'stuck' 196, 200, 202, 206, 217 counsellor's own feelings 137, 325, 355 emoticons and acronyms 312-13 experiencing 52 expressing 163-4 'gut' feelings 51, 197, 290 of hopelessness and helplessness 247-8, 254, 358 'I feci...' statements see T' or i feelstatements negative 152 ’normal'feelings of grief 253 opposites in 184-5, 187 potential misunderstandings 307 reflection of 51-8, 59-64 responses to reflection 55-6 of self-worth 343 suppressed 112 words expressing 53, 54-5 see also emotions; reflection of content/feelings; somatic experiencesfirst meeting 34 'meeting' callers 288 'fishing' skills 285 flexibility 309 forgiveness 186 foundation skills 28-33 also under individual skills 'free association' 110 Freud, Sigmund 109-11 friendship 185, 351 frustration 11,2, 246-7, 296, 298 versus anger 247 Geldard, David 2, 5 Geldard, Kathryn 2, 5 gender/gender roles 270, 328, 330, 331-2 genograms 293-4 Gestalt awareness circle 202-6 Gestalt Therapy 28-9, 112-13, 127, 202 awareness circle 202-6 emotional arousal 231 exploring polarities 129, 184-8 guru questions 75 heightening awareness 73-4 'here and now' experience 112, 128 9, 140,150-9, 292 introjects 20 use of the empty chair 237-8, 246 Glasse, William. 114 goal-oriented questions 76-7 see also scaling questions goals 207-9 see also counselling: purpose and goals grief helping people with grief 252-3 maladaptive 257 persons troubled by 96-7, 252-7 stages of 253-6 Grinder, John 113 ground rules 311-12 grounding 367 group counselling 305 groupwork 348 see also support groups guilt (grief stage) 255 guru questions 75 guru strategy 217 handwritten records/notes 322-3 hang ups (telephone counselling) 289 hearing 38 hearing mode 85-6 helping people to change 7,113, 125-6, 130, 167, 238-44 to focus on present 151-2 with grief 252-3 to integrate polarities 188 using verbal, non-verbal and relationship skills 2 'here and now' experience 112, 128-9,140, 150-9, 213, 292 hoax callers 296 hope 120-1 hostility 185 humanistic counselling 111-13 humour, sense of 17, 372 'I ‘ or 'I feel...' statements 112, 154- 5, 209, 242 iceberg model 184-6 id 110 idealisation (grief stage) 256 ideas 110, 231 preconceived 137 see also 'free association' identifiers 322 identity 311 cultural issues with 328 personal identity 328, 343-4 illness people troubled by 3, 272 psychiatric 272 as reason for depression 245 imaginary space-bubble 367-8 imagination 71, 294 use of the empty chair 237-8, 246 immediacy 48,152,156,158 inappropriate responses, use of 47 8 individuality 47, 297 individual differences 85 issues 329 inequality 319 questions creating 66-7 'inevitability' 148 information 355 demographic information 322 factual information 323 gained prior to counselling 137 gathering 311-12 known and unknown see Johari window iack during telephone counselling 284 personal information 3-4, 315, 320 question and answer styie of gathering 337 sensitive and private 66, 95 withholding 342 see also disclosure (of information) information seeking 72-3 informed consent 315, 341, 352 initial contact see first meeting insight 131-2, 368 integrative counselling approach 108-15, 124-32, 196, 202 challenging self destructive beliefs 166-8 desirable counsellor qualities 12-17 integration of polarities 188 questions in 65 reasons for use 124-5 interaction 351 international Society for Mental Health Online 315 internet (online) counselling 305-16 interpreters 336-7 interrogation 66, 77,158, 167 intervention 235, 268 -9, 279, 324, 370 crisis intervention 258-67, 295 legal intervention 342 practical intervention 265-6 interviews 314 externalising interviews 175-7 intimidation 336 introjects 20 intrusiveness 66, 137, 288, 320 invitations to continue 38, 93 to experiment partici pat on 212 for friendship and closeness 351 to talk 35-6, 72 irrationality 114, 240 irrational beliefs 166 isolation 271, 369 Johan window 130-2 influence of counselling on 131—2 joining 72, 266, 311 12 counselling stage 137-8 listening and 34-41 kinaesthetic mode of awareness 84, 86 language 173 anxious person versus person troubled by anxiety 174 matching 84-9 translation issues and 336 7 use of 173-4, 332 lead in words 62 -3 learning processes 28, 30-2, 33 didactic learning 350 legal considerations 326, 335 counsellor obligations 346 legal requirements 315, 342 regarding suicide 268 listening 8, 66, 68, 203, 266, 289- 90, 301, 312, 337 actively see active listening with interest 36-41 joining and 34-41 loss 273 of counselling relationship 96-7 of energy 92 people troubled by 3 persons troubled by 252-7 types of 252 see also grief lost relationships 247, 252, 260 love hate opposites 184' 5 maintenance (readiness to change stage) 232, 234 maladaptive behaviour 153,166 maladaptive grief 257 mandatory reporting 342, 346 Maori people 334 matching language and metaphor 84-9 non-verbal behaviour 38-9 persons seeking help 86-7 meaningful relationships 252 medical crises 259 meditation 287, 372 messages 37-8,40,284 metaphor 314 'bundle' metaphor 141 for counselling 14-15 'doorway' metaphor for crises 261-2 extending 88 illustrating personality opposites see iceberg model matching 87-8 'peeling the onion' see 'peeling the onion' metaphor Index 385rrdcro-skiUs 28-33,120, 264, 289-90, 308-9, 311, 315, 337 for grieving people 253 for people considering suicide 275 Mi i lan Model of Family 'I herapy 75-6 minimal responses 31, 37-8, 44-6, 138, 290 miracle questions 76 misunderstandings 307, 312 modelling 32-3, 152 appropriate behaviour 89, 343 mood 355 moral values 343 motivation 249-50 for change 230-1 recognising 231 reduction of see ambivalence Miotivat onal Interviewing 314 versus counselling strategies 233 goals 230-3 process 233-4 see also addiction movement 37, 39 Narrative Therapy 28 -9. 122,129, 173, 314 the problem is the problem., not themselves 114-15 questions in 65 natural counselling skills 29 natural disasters 259 natural helpers 330 needs 68, 267, 291-2, 298, 320-1, 344, 346 negativity 120, 234, 359 denying negative emotions 185-6 negative feelings 152 posit ve responses to negative experiences 180-1 see also positivity negotiation 252, 335 Neuro Linguistic Programming (NLP) 84, 89, 113, 129 non judgemental approach 15-16, 19-21 non-verbal behaviour 32, 35, 37, 151, 213, 335, 353 matching 38-9, 89 non-verbal messages 284, 290 normalising 129, 146-9, 264 norms 331-2, 336, 337 note-taking 323 -6 during telephone counselling 293-4 see also re cords/re core keeping nuisance callers 296-7 objectivity 243, 352 observation 32, 213 with audio- or DVD-recording and analysis 353 in counselling rooms 351 direct observation 351-3 during first meeting 34-5 learning through 32-3 through a one-way mirror 352 using closed circuit TV 352- 3 office equipment 320 one-way mirrors 352 Online Therapy Institute 315 386 Index open questions 70-1, 78 optimism 120-1, 182 options (in decision making) 196-7 organic reasons (for depression) 245 'out there' discussion/answers 68, 140,150 outcomes (counselling) 370 common factors for positive outcomes 119-21 notes 324 positive 118,121, 243 over-involve me nt 369 pa n 292-3 defence mechanisms 110 devaluing 149 emotiona. pain 29, 249-50, 303, 349, 367-8 panic 263 paradoxical intent 75 paraphrasing see reflection of content/feelings parents 148, 185-6, 260 see also child rearing practices parroting 48 'peeling the onion' metaphor 3, 4 perceptions 328-34 of self 138,173-4 of time 332 see also reframing Peris, Frederick (Fritz) 112-13, 211 see also Gestalt Therapy permission 53, 55, 341, 351 see also informed consent personal growth (grief stage) 256 personal information 3-4, 315, 320 personal needs 291-2 personal problems 30-1 personal responsibility 150 personal space 39 personal stress 369 personal therapy 348 personality, human 109 10,18-1 see also polarities, exploring Person-Centred Counselling 11, 28-9, 67, .111-12, 122,127, 230 persons seeking help competence of 122-3 empathy and 367 expectations of crisis intervention 265 expectations/agenda 136-7 factual information given 323 giving time to think 44 greeting 34 helping to focus on present 151-2 identifying 322 internet counselling, suitability of 308-10 inviting to participation in experiment 212 inviting to talk 35--6, 72 matching 86-7 meeting needs 346 observing (during first meeting) 34-5 pace of 140 personal factors 120 as persons of equal value 350 persons with suicidal intentions 340 perspective of 7- 8 putting at ease 34-5, 318 20 reasons for seeking counselling 2-3 respect for under respect rights to records 326 'shopping list' 138 telephone caller's perspective 287 trust in counsellors 119-20 wellbeing 344 see also counsellor-help seeker relationship perspective (of callers) 287 phone counselling see telephone counselling physical burnout symptoms 358-9 physical closeness 39, 351 see also personal space physical exerc.se see exercise physical grief symptoms 255 physical issues 333-4 physical space 336 see also personal space polarities, exploring 129, 184-8, 216, 277 acceptance of polarities witnin self 187-8 as a continuum 187 effect of polarities 199 helping people to integrate polarities 188 polarities model 186-8 positive feedback 302-3 positivity 242 being positive about changes 181-2 positive responses to negative experiences 180-1 statements comparison 243 unconditional positive regard 15-16 see also negativity post-traumatic stress 266-7 posture, mirroring 38-9 power imbalances 67 practice, reflective 368-9 practice counselling sessions 32 prank' callers 288 prayer 287, 372 preconceptions 137 precontemplation (readiness to change stage) 232- 3 prejudices, awareness of 327, 328 preparation counselling stage 136-7 for internet counselling 311 psychological 207 for telephone counselling 285-7 presenting issues 309- 10 pressure/pressuring 141, 196 primary counselling skills 134 centrality to counselling process 136 privacy 4, 315, 318, 320-1, 342 see also confidentiality problem callers 295-301 problem, solving 111, 249-50 approaches 130 responsibility for 196 short-term 8 solving caller's problems 292 3problems arising from developmental crises 146-9 clarification 140 devaluing 149 externalising 173-5 financial problems 273 how it has troubled the person 176-7 name of problems as statement beginners 174-6 own problems, influence when telephone counselling 285-6 particular problems, dealing with 177, 230-5. 237-79 problem- free times 178-9 relationship problems 272- 3 'shopping list' 138 storying 114-15 using genuine problems 30-1 professional ethics see ethics/ ethical perspectives professional issues 318-37. 339-56, 358-72 projection 156-7 protagonists 214 15 Provocative Therapy 75 psychoanalytic method, criticisms 110-11 Psychoanalytic Psychotherapy 109-11 psychoeducation 305 psychological cues 239 psychological grief symptoms 255 Psychotherapy and Counselling Federation of Australia (PACFA) 29, 348 questions 137-8, 213 to ask prior to internet counselling 310 cheerleading 182 direct questioning 311, 337 exception oriented 178-80 for externalising interviews - problem extent 176-7 dentifying irrat ona. beliefs 114 silence and 337 for specific purposes 72-7 use and abuse of 65-78 race 328 rapport 14-15, 335 Rational Emotive Behav.our Therapy (REBT) 114, 128-9, 314 ABCDE model 166 questions in 65 rationalisation 68, 157 readiness to change 231-3 readjustment (grief stage) 256 Reality Therapy see Choice Theory real time chat 306, 307 recharging 368 records/record keeping audio- or DVD-recording and analysis 353 confidential records, access to 340 of counselling sessions 322-6 details of problems, issues, dilemma 323-4 legal aspects 326 need for 340 see also reporting/report writing referrals 314 versus dealing with 'here and now' 292 ethical issues 346 people who need 247 reflection of content/feelings 31. 42-9, 51-64, 78, 80, 111, 138, 165, 247-8, 311-12 counsellor responses 64 minimal responses use with see minimal responses versus parroting 48 prefacing reflection statements 62-3 ' reflective listening 66, 68 reflective practice 368 9 reframing 129, 189-95 registration (of counsellors) 315, 348 regular (frequent) callers 297-9 relapse (readiness to change stage) 232-3, 234 relationships absent 260 building 111, 115, 284-5 counselling relationships 3-6. 11-17,108,119, 343-4, 350-1 dependency on 94-5 issues related to 252, 329 loss of 96-7, 247 normalising changes in 147-9 one-way versus two way 369 personal 359 person to-person 11, 67, 324, 334, 343-4 relationship crises 260 safe and trusting 211, 249-50, 264, 288, 318, 327, 337 unsatisfactory/lost 3 see also counsellor-help seeker relationship relaxat on 239, 287, 367-8 exercise for 219-22, 241 facilitating 219-22 reporting/report writing 322- 6 mandatory reporting 342, 346 verbatim reports 353-6 see also records/record keeping repressed anger 186 research 118-19, 124-5 resistance 110, 202 dealing with 158 examp/e 157-8 rolling with 235 resolution 82, 91 resources 115, 314-15 inner resources 122 respect 4, 122. 161, 329, 333, 342 for all callers 288 lack of 300 for person's pace 140 for person's process 141-2 for persons seek ng help 122-3, 140, 343 restructuring (thoughts) 140-1 review (counselling process) 350 rights to privacy 342 to records 326 risk 256, 260-1 suicide risk assessment 270-4 Rogers, Carl counselling practice research 118-19 counselling skills (Rogerian) 59, 84, 112 Person-Centred Counselling see Person'Centred Counselling role-playing 31,112-13,175-7, 209, 211, 214-15, 244 roles, normalising changes in 147-9 safety issues 56, 321 see also emergencies, response to scaling questions 77 seeing mode 85-6 self dialoguing between parts of 216 polarities within 187-8 self-destructive beliefs (SDBs) 241-2 alternatives 171 challenging 128-9,166-72 persons with suicidal intentions see suicide/suicidal intent ons statements comparison 276 self-disclosure 3-4, 14, 31 self-discovery 130-2 see also Johari window self-efficacy 235 self-esteem 93, 122, 359 self-examination 162 self-harming behaviour 142, 340 self-help 305 self-promotion 347 self-reliance 8, 9 self-sufficiency 95. Ill self-talk 85,241,372 self-worth 343 seminars 341-2 sensitivity 14-15, 96, 122,140 separation 252 sequential learning 33 service(s) advertising 347 inappropriate use of 296 sessions see counselling sex callers 300-1 shaking hands 336 shock (grief stage) 254 short responses 62 'should', 'must', 'ought' and 'have to' beliefs 168-9 sickness 245 silence, use of 41, 290, 337 skills additional skills for promoting change 146-59,161-82, 184-200, 202- 22 also under individual skill addressing thoughts and behaviours 290-1 comb ning to facilitate change 134-42 computer literacy 309 dunng confrontation 96 for experiments 213 facilitating change 2 foundation skills 28-33 micro-skills see micro-skills relevance to counselling process stages 136 Index 387Rogerian skills 59. 8-4 skills models match 29 solution-focused 293 for telephone counselling 285 upgrading 349-50 see also micro-skills social norms 40 social system 331 socioeconomic status 328 Solution Focused Counselling 122, 128, 173. 196. 291, 314 goal-oriented questions in 76 7 questions in 65, 76-7 skills 178-82 solutions, resources and competency thrust 115 somatic experiences 85, 202, 211-12, 217 specificity 73 speech recognition software 322 spincuality 333 stereotyping 186, 335 storying 114-15 strategies, counselling 233, 334-7, 371 different strategies for different, purposes 130 strengths 128, 173, 180, 182 stress 91 2,152, 295, 369 due to life changes 3, 261 from internal conflict 328 of interpersonal counsell ng relationship 359 post traumatic stress 266-7 see also anxiety structured programs 305 suicide/suicidal intentions 340 bringing thoughts into open 275 direct approach 277 persons with su cidal intenlons 268-79, 369 reasons for contemplating 269-70 responding to 268-79 risk factors 270-4 suicide plans and methods 271 triggers - today 278 summarising 80-2, 93, 141, 197, 219, 302-3, 355 super-ego 110 Super- TC [fairy story) 292-3 supervision 340 audio- or DVD-recording and analysis 353 methods 351-6 need for 21-2, 348 51 providing support 358 trainee participation 351 verbatim reports 353-6 supervisors 339 40, 345-6 direct observation 351 experienced 350 perceptive 349 talking through own problems with 286 support groups 235, 305 see also groupwork suppressing 141, 152-3, 186 talking 35 -6. 72, 85,110, 250-1, 368, 372 388 Index technology, counselling and 284- 304, 305-16 telephone counselling 4, 284-304 advantages 294 being prepared for 285-7 boundary setting 294-5 caller expectat ons 265 comfortable closure 301-4 debriefing 295 versus face-tc face 263, 284-5, 289-92, 294, 303 versus face-tc face and internet 305, 308-9 first critical few minutes 285 'fishing' skills 285 hang-ups 289 initial contact and continuing the call 288 macro view of 135, 290 personal response crises 262-3 problem callers 295 -301 skills required 289-94 staying focused 289 tension 39, 196, 219 terminating a session see closure termination of counselling 93,96, 251. 346, 350-1 therapeutic alliance 121-3 thinking 76, 313 cognitive chanqe facilitation 128-30 different ways of 85-6 logical 197 potential misunderstandings 307 processes 113 rational 272 skills addressing 290-1 thought(s) 110, 167, 217 emphasis on 140-1, 202, 248, 314 feeling-thoughts, distinction 51 helping people to change 113, 238-44 implied thoughts 337 restructuring 140-1 'STOP!' 239-40 suicidal thoughts 268, 270 thought-stopping 239, 372 see also Cognitive Behavioural Counselling: thinking time out 239-40 time/timing issues inappropriate timing for telephone counselling 288 perceptions of time 332 time, constraints on 92. 250 -1 time limits for regular callers 298 time to think 44 tiredness 358 -9 touch/touching 84 unwelcome 344 training 341-2, 345-6, 348-56 see also accreditation transcripts 81-2, 353-5 transference 110, 156 transitional questions 74 trauma 3, 273, 334, 368 post-traumatic stress 266-7 triads, learning in 30-2 trust 31, 63. 119-20, 211, -264, 288, 327, 330, 335, 344 tuning in 36 unconditional positive regard 15-16 'unconscious' 110 understanding 38, 288 depression in terms of blocked anger 246-7 unethical behaviour 147, 253, 295, 339, 342 see also dilemma: ethics/ethical perspectives 'unfinished business' 112 uniqueness 84-5, 329 unrealistic expectations 169-72 'life is fair and just' 170 values 272 awareness of 327 counsellor's values, influence of 19-22 moral values 343 owning own value system 21 valuing (the person) 21, 38 verbal behaviour 89, 32, 335 verbal cues 307-8, 311-12 verbalisation 157,159, 170 verbatim reports 353-6 video conferencing 306, 307 video recordings 157 8, 244 violence 237-8, 260 see also abuse: anger virtual settings 306,307 visual contact, advantages 284 visual cues 307-8, 311-12 visual imagery 85 voice 37, 40, 288, 290, 313 vulnerability 31. 294. 321, 344 wariness 288 warmth 14-15,94 249 50,288,318 see also empathy: rapport warnings 92-3, 149, 222, 238. 270, 302 weeping see crying wellbeing 279, 340, 344, 358 White, Michael 114-15 Maps of Narrative Practice 173 whiteboards 320 'why' questions 68 words choices 288-9, 312 'feeling' words 53, 54-5 lead in 62-3 liste n i n g ca reful ly to 289 pace 313 word based therapies 314 working collaboratively 118-23 Gestalt therapist versus integrative counsellors 203 between sessions 91-2 workshops 341-2, 348 written consent 342, 353 see also informed consent 'yes/no' answers 69 Yin Foo. Rebecca 2, 5-6 'you' statements 155