manipulative

goals of manipulation may be

(1) satisfying a need to feel safe

(2) avoiding stressors/sifting responsibility

(3) getting something from someone

forms of manipulation may include

* wanting something from you that you cannot give
* staying silent/not telling you whats going on
* using hotline to chat bc theyre bored/lnely
* threatening suicide/behavior to keep you on phone
* making up dramatic stories for attention

key parameters on which to focus caller

(1) themselves

(2) their crisis

(3) their feelings

how to handle manipulation

(1) recognize the manipulation

(2) acknowledge your own feelings

(3) rely on skills you have already learned

(4) use OS supervisor

what to confront w caller

* discrepancies
* distortions
* evasion of respnsiblity

how to confront

(1) after the relationship is established

(2) without interfering or interrupting the caller’s actions

(3) gently

(4) promptly

(5) consistently

(6) concretely

reactions to confrontation

caller may:

* examine their behavior
* agree with the counselor
* seek support elsewhere
* devalue the topic/ try to change your view
* attack

advantages of self disclosure

can make your relationship more equal, and convey several things:

* other people make mistakes, other people survive, similar things have happened to others, it’s ok to say personal things

disadvantages of self disclosure

can imply several things to caller:

caller should resolve like you did, caller should be okay if youre okay, this is a common and unimportant problem

always inappropriate to disclose:

* political affiliation
* opinions on moral/religious issues
* health status
* sexuality
* personal experience

when asked to self disclose

(1) reflect the feelings behind the question

(2) acknowledge the question

(3) decide if youre comfortable answering

let them know you cannot answer

identifying a prank call

* the caller’s concern
* the caller’s voice tone
* manipulation
* repeat calls

handling prank calls

(1) establish relationship with caller

(2) explain purpose of hotline

(3) focus caller on here and now

(4) ask stat questions

(5) let caller know if they dont want to talk we need to keep line open for those who d

(6) contact your OS supervisor if they won’t hang up or if prank calls are reoccurring

documenting prank calls

document in service point and select prank call as form

handling verbally abusive callers

(1) take deep breath

(2) elevate voice tone so caller can hear but dont yell

(3) encourage caller to tell you abt situation

(4) reflect feelings caller is expressing as they talk

(5) if using graphic language, set guidelines

(6) if threatened call OS immediately