An Introduction to Helping Skills: Counselling, Coaching and Mentoring provides a full introduction to the theory and skills needed to work across the range of helping professions. Readers will be introduced to the three core approaches of counselling, coaching and mentoring, and shown how they work across a variety of settings, including therapy, teaching, social work and nursing. Part 1 takes readers through the theory, approaches and skills needed for helping work, and includes chapters on: • The differences and similarities of counselling, coaching and mentoring • Foundational and advanced skills for effective helping • Supervision and reflective practice • Ethical helping and working with diversity Part 2 shows how helping skills look in practice, in a variety of different helping professions. 10 specially-written case studies show you the intricacies of different settings and client groups, including work in schools, hospitals, telephone helplines and probation programs. Whether a trainee in counselling, coaching or mentoring, or a professional working with helping relationships, this book will help develop the skills and knowledge to work effectively across the helping professions.
Chapter study 3: ‘Caller’ Contributed by a Telephone Helpline Counsellor
‘Caller’ Contributed by a Telephone Helpline Counsellor
I have been a telephone counsellor for 18 months. What follows is an account of a call I had from a service user. The call lasted for two hours and I was very unsure if I could help this caller in the beginning. But armed with my strong belief in the person-centred approach and its core conditions of empathy, congruence and unconditional positive regard, I was able to accompany this caller through an extremely difficult journey.
I began with, ‘Hello, can I help you?’ This was followed by silence. Then in a very low, emotionless voice I was told that the caller did not think I could help. After about a minute, ...