1. Creating the Helping Environment Office Environment  Arrangement of Office  Personal Characteristics of Helper: Genuineness, Being Nondogmatic, Being Accepting (and See Other Characteristics from Chapter 1)  Nonverbal Behaviors: Posture, Tone of Voice, Eye Contact, Touch CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

2. Counseling Techniques Listening Skills  Helps to Build Trust and Shows Understanding  Encourages the Client to Reflect on What He or She Has Said  Ensures That You Are on Track and Facilitates Gathering Information Hindrances to Listening: Do Activity 4.1, p. 100 CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

3. Effective Listening Involves: 1. Calm Yourself down 2. Stop Talking and Don't Interrupt 3. Show Interest 4. Don't Jump to Conclusions or Ask Questions 5. Actively Listen 6. Concentrate on Feelings 7. Concentrate on Content 8. Maintain Appropriate Eye Contact 9. Have an Open Body Posture 10. Be Sensitive Personal Space CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

4. Empathy: a Special Kind of Listening  Rogers’ “To Perceive the Internal Frame of Reference of Another as if One Were the Person, but Without Ever Losing the ‘as if’ Condition”  Carkhuff Scale Measures Empathy & Operationalizes Rogers’ Definition  The Carkhuff Scale 1-----------2------------3-----------4----------5 1.5 2.5 3.5 4.5 Silence  Gives Counselor and Client Opportunity to Formulate Response  Silence (Pause Time) Varies as a Function of Culture CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

5. Encouragement, Affirmation, and Self- esteem Building  Helps Client Internalize Positive Feelings about Self  Encourages Client to Continue along His or Her Current Path CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

6. Modeling  Can Model Subtly or Intentionally  Can Help Provide a New Set of Behaviors for the Client CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

7. Self-Disclosure  May Facilitate Client Disclosure and Model Positive Behaviors  Rule of Thumb: If it Feels Good to Disclose, Don’t Do It--You’re Probably Satisfying Your Own Needs, Not THE HELPING Client CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

8. The Use of Questions  Open Vs. Closed Questions  Direct Vs. Indirect Questions  Use of “Why” Questions CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

9. Giving Information, Advice, and Offering Alternatives  Offering Alternatives: Suggests May Be a Number of Ways to Tackle Problem  Information Giving: Offers the Client Valuable “Objective” Info  Advice Giving: Suggests Helper May Hold the Solution (Least Helpful Response) CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

10. Confrontation: Support with Challenge  Giving Feedback Without Being Judgmental, Critical, or Aggressive  One Good Method: Higher ‑ level Empathic Response  Another Method: Suggesting Alternatives  Another Method: Pointing out Discrepancies (“You Say, But...”) CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

11. Problem Solving and the Structure of the Interview Stage 1: Opening the Interview  Offer Professional Disclosure Statement  Have Client Give Informed Consent (e.g., Limits of Confidentiality, Length of the Interview, Purpose of the Interview, Credentials, Limits of Relationship, Theoretical Orientation, Legal Concerns, Fees for Services, Agency Rules  Use Empathy and Listening Skills to Build Trust CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

12. Stage 2: Information-Gathering Stage  Use of Questions May Be Helpful  Use Standard Questions CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

13. Stage 3: Goal - Setting Stage  A Collaborative Process  Giving Information, Offering Suggestions, Using Mild Confrontation, or Offering Advice, Can Be Helpful in Setting Goals  Encouragement, Affirmation, and Self-esteem Building Is Important When Client Works Toward Accomplishing Goals CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

14. Stage 4: Closure Stage  Determine If Client Reached Goals  Summarize  Say Good-byes  Follow-up CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

15. Case Management (Overall Process in Maintaining the Optimal Functioning of Clients) 1. Treatment Planning 2. Diagnosis Progress Toward Client Goals 3. Monitoring Psychotropic Drugs 4. Case Report Writing 5. Managing & Documenting Contact Hrs. 6. Monitoring, Evaluating, & Documenting 7. Making Referrals 8. Follow-Up 9. Time Management CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

16. Ethical and Professional Issues Primary Obligation: Client, Agency, or Society?  Ethical Code: Primary Responsibility is to the Client, However:  All of Us Must Acknowledge Legal and Moral Responsibility Toward Others CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

17. Confidentiality of Case Notes Exceptions to Confidentiality  If an Employer Requests Information From a Helper Concerning a Client  If a Helper Shares Client Information With a Supervisor  If the Court Subpoenas a Helper’s Records  If a Client Gives Permission, IN WRITING, to Share Information With Others CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

18. Security of Case Notes  Written Records Need to be Kept in Secure Places  Locked File Cabinets  Nonaccessible Computer Disks CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

19. Access to Case Notes  Be Aware of Any Specific Local or State Laws  Clients Probably Have a Right to View Their Records  Parents Probably Have the Right to View Records of Their Children  Freedom of Information Act of 1966  Buckley Amendment of 1974 CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT

20. The Developmentally Mature Human Service Professional: Looking for Feedback from Others Open to Hearing Feedback about Effectiveness of Helping Skills Willing to Try New Approaches Willing to Seek out Supervision and Consultation from Experts CHAPTER 4 THE HELPING INTERVIEW: SKILLS, PROCESS AND CASE MANAGEMENT