Part 3: The Framework of a Phone Call

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Part 3 The Framework of a phone call

• At the end of the session, you will be able to

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Stage 1 Establishing a relationship

• It is vital to establish a relationship the
  caller, for the caller to proceed effectively

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Hello this is the ___ Clinic. Youre speaking to
a receptions. How can I help you?
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Stage 2Exploration

• This involves establishing the nature and
  purpose of the call, and enabling the caller to
  tell their story.

Callers will usually volunteer the services they
are seeking e.g.
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Its important to be aware here that the caller
may be anxious or be concerned about being judged
and will listen to your voice, tone, and how you
respond.
Yes, okay,
Key Skills
Acknowledgement use key words
I hear what youre saying.
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Active Listening listen to what the person is
saying and the emotions and feelings behind the
words and show empathy in your responses
It sounds like this is difficult for you to talk
about.
Key Skills
Active Listening use key words
I can hear that you want a check up because
youre anxious about what happened.
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Listen to the context behind the caller. Use the
acronym SAVED
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After they have informed you of the reason for
calling, it would be an ideal time to explore the
situation further
In order for me to check that this is the right
service for you, is it okay for me to ask you
some questions
Wait for clarification
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Consider where the caller is at.
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If the caller says NO , they do not wish to
answer any questions, or are unsure of the
process let them know that -
It is a service policy that we are required to
ask these questions.
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The options are for them to
Provide managers details
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If the caller says YES, they are willing to
answer questions, then state
Ok, we ask these questions for everyone who rings
the service.
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Start with the easier questions first
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Stage 3 Clarification
Key Skills
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So youve just started in the sex industry, you
have no symptoms and you want a sexual health
check
It sounds like you are worried about a risk, you
have no symptoms and you want an STI check up to
make sure you are okay.
What I understand is that someone told you
theyve got gonorrhoea and youve noticed some
symptoms
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Stage 4 Action
Key Skills
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Be aware that some callers that are not in a
priority group may be anxious and uncertain. It
is important to encourage them to get tested for
STIs if this is what they are seeking.
If you wish, I can provide you with a service
that can provide you with more testing options.
It is important that you do have an STI check and
we would encourage you to do this.
Its called the NSW Sexual Health Info-line and
you will be able to speak to a Sexual Health
Nurse.
We are a specialised service and an STI check can
be done by a GP.
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Stage 5Ending the call
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Is there anything else I can do for you today?
So what we have discussed today is
If you want to call us again, we are here between
9 and 530 Monday to Friday
Is there anything else we havent discussed that
you wanted to talk about?
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Stage 6 After the call

• This is an essential part of the call process.
  After each call, you should do the following
  things before taking another call

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Adapted from Maxine Rosenfield, JMB Services /
Helplines Australia course notes.