Core counselling behaviours:

• Make eye contact
• Nod, avoid distractions
• Face the person
• Active listening - summarise what has been said
• Observe feelings - make comments and show empathy
• Question and respond - use exploration questions

The road map - practical steps underlying the counselling:

• Clear problem statement - what hurts/is wrong?
• Identify blocks - causes, obstacles
• Identify possible solutions - evaluate
• Action plan

The style mix:

• The Advice Style - tell what to do, offer suggestions
• The "Yes, but..." Game
• The Question Style: ask questions - 'homework', silence; push responsibility back - increases commitment to solution
• Ask for feedback
• Refer difficult cases if out of depth