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Counselling Skills for Enhanced Communication

Colin Goldring MA BA (Hons) RMN (rtd) LGSM Dip HYP (ETUK)

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Please note this workshop has been promoted through both the NTRL Events Division and Employer Training

Services (ETS) divisions of National Training Resources Limited. While today’s event is delivered under the

Events banner, the content of the day is correct, and applies to delegates booked under both divisions.

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Introduction

• Counselling is a therapeutic process wherein certain knowledge, skills and qualities facilitate participants towards making choices

• Poor communication is a dominating factor in over 80% of litigation of the NHS

• Counselling skills enhance communication by facilitating trusting relationships

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Four General Principles of Counselling

1.INTEGRITY

Delegates will demonstrate the principle of keeping the dignity, quality and the reliability of the interactions intact

2. BALANCE

Delegates will demonstrate the principle of aiming for life -style and interaction balance in their work

3.CONFIDENTIALITY

Delegates will demonstrate the importance of limits of confidentiality in their work

4.BOUNDARIES

Delegates will be able to demonstrate the principle of boundary- setting in Counselling skills acquisition

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Shaping an Interaction

• Preparing the environment

• Meeting and greeting

• The beginning, the middle and the ending

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Mirroring, Matching and Pacing

• If the recipient of the skill-user believes that you share something in common, they are much more likely to trust you

• If the recipient believes that you feel the same about a belief or goal they are much more likely to trust you with their feelings

• If the recipient believes that you respond to them in a way that makes them more relaxed, rapport is much more likely and you can move towards congruence with them

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Paraphrasing, Reflecting and Summarizing • PARAPHRASING refers to the skill of formulating and sharing a

short edit by way of clarification of the process of Counselling

e.g. “So what you seem to be saying is...”.“Can I just check out with you that what you need at this point Is…”.

• REFLECTING refers to the skill of feeding back a process in a non-judgmental, neutral way for the recipient to make connections between their thought and behaviour

e.g.“So when your birth mum put you up for adoption you took it that she did not love you”.

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Paraphrasing, Reflecting and Summarizing Continued…

• SUMMARIZING refers to the negotiation of an understanding between the skill -user and recipient at the end of the interaction

They should agree what took place, the outcome and plans for the future. Time should be left at the end of the interaction to complete this undertaking along with a written record signed by all parties

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Recording and Interaction – S.O.A.P

• Subjective Realm … Feelings• Objective Realm ... Measuring• Assessment ... Inner and Outer Resources• Planning … Target Setting

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Boundaries

• Roles Issues

• Interpersonal Issues

• Cultural Issues

• Space, Time and Environmental Issues

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Using Counselling Skills in Different Settings

• Practicing counselling skills

• All practice is learning practice

• Getting qualified and protected

• Enhancing Communication

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Quiz

1. How would you greet the Chief of the NAVAHO tribe?

2. What is being protected by using boundaries around counselling skill usage?

3. What are the limits of confidentiality in your professional interactions?

4. How would a recipient know that you had listened to them intently?

5. When does a skills user know when they are ready to stop learning?

6. When does the recipient know that you are being ‘genuine’ in your interactions?

7. How could you improve communication at your workplace using counselling skills?

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For more information on any of our workshops please visit:

www.national-training.com/events

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