2. 2
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.
3. 3
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
4. 4 4
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
5. 5
Shaping an Interaction
• Preparing the environment
• Meeting and greeting
• The beginning, the middle and the ending
6. 6
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
7. 7
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”.
8. 8
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
11. 11
Using Counselling Skills in Different
Settings
• Practicing counselling skills
• All practice is learning practice
• Getting qualified and protected
• Enhancing Communication
12. 12
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?
13. 13
An Introduction to First Line Management
The First Line Manager - Improving Skills and Effectiveness
Telephone Communication Skills
Improving Presentation Skills - 1 Day Course
Problem Solving & Creative Thinking
Essential Negotiation Skills
For more information on any of our workshops please visit:
www.national-training.com/events
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