How to Coach Yourself and Others Empowering Coaching And Crisis Interventions | Page 76

This book is in B&W, not color - Print page in Grayscale for Correct view! Empowering Crisis Interventions TAASA outlines nine steps for effective crisis intervention: 1. Establish Rapport 2. Active Listening 3. Define the Problem 4. Assess the Situation 5. Explore Options 6. Discuss Acceptable Alternatives 7. Referral 8. Closing 9. Follow-up The first step, establishing rapport, is intuitive. No successful transaction occurs when there is a lack of comfort and trust. Both librarians and crisis counselors should work hard to make that good first impression. The most striking similarity is that regarding the concept of active listening. According to Bopp, “Active listening involves reflecting back to the user the librarian’s understanding of the question to verify that it is being properly understood.” TAASA advises a crisis coach to “check out what you understand them to be saying to see if you are on the same wavelength.” Active listening can serve much the same purpose in both situations: clarifying the problem or question, making sure that it is being understood completely, rephrasing it to cast it in a different light and using this broadened understanding to form an action plan. The third step recommended by TAASA is defining the problem. This is necessary in all reference interviews. Hoskisson stated that the first question asked seldom addresses the true need. Eidson recommended that librarians should be able to adjust to a question that changes as the conversation continues. In crisis coaching, defining the problem might involve isolating the survivor’s true emotions and needs. In a reference interview, the patron’s emotions might play a lesser role, but the patron’s needs are still paramount. The fourth step, assessing the situation, is crucial to conducting a successful interview. The librarian should take stock of the patron’s appearance and behavior. Is she nervous or agitated? Are her questions clearly articulated or frantic? Such an assessment might help the librarian learn the immediacy of the patron’s needs. Exploring options is an effective way to help a survivor in her decision-making process. TAASA recommended avoiding advice and presenting all of the available options to the survivor. A survivor who has options from which to choose is taking back power over her own life from the assailant who took it away. Librarians should be interested in giving complete information, including options for finding help, but a survivor might not be interested in all of the options. A librarian should understand that this does not mean that the interview has been unsuccessful. If a referral is necessary, it is a good idea to give more than one. If a patron is given several different sources of assistance, this increases the options and gives back a small part of that power over her life that an abuser took away. Nolan advised that an unsuccessful interview should be ended with a referral. In the case of a possible survivor, even a successful interview should be ended with a referral. It may not be possible to recognize a survivor, so a referral to a rape crisis center “for more information” might be very useful for a survivor or even for a researcher. Many larger hould be aware of all campus resources. For [email protected] Property of Bookemon, do NOT distribute 76