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Chapter II Counseling Service Members
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1. Opening Phase a.  Establish  rapport (1) Introduce yourself (2) Put member at ease b.  Seek  informality (1)  Associate  with  member–get  on  the  same  level (2)  Encourage  member  to  talk c.  Explain  purpose  of  interview d.  Gain  the  individual’s  confidence 2.  Fact-finding  Phase-Gather  facts  from  the  member a. Goals b.  Interests c. Background 3. Evaluation Phase a.  Review  facts  collected  and  evaluate  for  action b.  Principles  involved (1) Gain insight in relation to accurate information (2)  Use  an  organized  approach (3) Evaluate each area independently 4. Decision Phase–Let the member decide exactly what path of action to pursue. Do not make a decision for him or her. 5.  Closing  Phase a. Make sure the member understands his or her decision and is satisfied b. Make sure the member is committed to a definite plan of action c. Compliment the individual on his or her final decision d. Always have member leave with feeling that he or she has been helped e. Leave door open for further visits f. Follow up Figure 2-1.—Phases of a proper interview. member, you may be able to decide in advance what interrupted for any reason. Explain the purpose of the reference material you are likely to need. Scheduling the Interview Provide the member with an appointment, thereby eliminating   the   hurry-up-and-wait   feeling.   An individual who has to wait for an hour is hardly in the mood for a relaxed interview. Make sure you allow yourself  enough  time  to  conduct  the  interview  or counseling  session. Conducting the Interview Greet  the  member  by  name  in  a  friendly  manner. Once  you  begin  the  interview,  you  should  not  be 2-2 interview  to  the  member  and  then  mention  his  or  her positive  traits  and  accomplishments. During  the  first  part  of  the  interview,  you  should break the ice by talking and questioning the member. To find out the true direction of the member’s thinking and the rationale behind it, you should keep the member talking  once  you  have  asked  some  preliminary questions. Try to make a mental image by watching facial expressions  for  signs  of  interest  or  disinterest  and evidence  of  amusement  or  anger.  Your  counseling technique is only successful if you can lead a member

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