Laying the Groundwork | p. 1 |
Introduction to Helping | p. 2 |
Formal and Informal Helpers: A Very Brief History | p. 3 |
What Helping Is About | p. 3 |
Positive Psychology and Helping | p. 6 |
The Two Principal Goals of Helping | p. 7 |
Does Helping Help? | p. 9 |
Is Helping for Everyone? | p. 14 |
What This Book Is--and What It is Not | p. 15 |
Moving from Smart to Wise: Managing the Shadow Side of Helping | p. 16 |
Overview of the Helping Model | p. 21 |
Rational Problem Solving and Its Limitations | p. 23 |
The Skilled-Helper Model: A Problem-Management and Opportunity-Development Approach to Helping | p. 24 |
The Stages and Steps of the Helping Model | p. 25 |
"What's Going On?" Helping Clients Clarify the Key Issues Calling for Change | p. 26 |
"What Solutions Make Sense for Me?" Helping Clients Determine Outcomes | p. 28 |
"What Do I Have to Do to Get What I Need or Want?" Helping Clients Develop Strategies for Accomplishing Goals | p. 30 |
Action: "How Do I Get Results?" Helping Clients Implement Their Plans | p. 31 |
"How Are We Doing?" Ongoing Evaluation of the Helping Process | p. 32 |
Flexibility in Using the Model | p. 33 |
Brief Therapy and a Hologram Approach to Helping | p. 35 |
Problem Management and Culture: A Human Universal | p. 36 |
Using the Model as a "Browser": The Search for Best Practice | p. 37 |
Understanding and Dealing with the Shadow Side of Helping Models | p. 38 |
The Helping Relationship: Values in Action | p. 40 |
The Helping Relationship | p. 42 |
The Relationship as a Working Alliance | p. 43 |
Values in Action | p. 44 |
Respect as the Foundation Value | p. 46 |
Empathy as a Primary Orientation Value | p. 48 |
Genuineness as a Professional Value | p. 53 |
Client Empowerment as an Outcome Value | p. 55 |
A Working Charter: A Client-Helper Contract | p. 58 |
Shadow-Side Realities in the Helping Relationship | p. 59 |
The Therapeutic Dialogue | p. 63 |
Introduction to Communication and the Skill of Visibly Tuning in to Clients | p. 64 |
The Importance of Dialogue in Helping | p. 65 |
Visibly Tuning in to Clients: The Importance of Empathic Presence | p. 66 |
The Shadow Side of Communication Skills | p. 70 |
Active Listening: The Foundation of Understanding | p. 73 |
Inadequate Listening | p. 75 |
Empathic Listening | p. 76 |
Listening to Words: Clients' Stories, Points of View, Decisions, and Intentions or Proposals | p. 77 |
Listening to Clients' Nonverbal Messages and Modifiers | p. 83 |
Processing What You Hear: The Thoughtful Search for Meaning | p. 85 |
Listening to Oneself: The Helper's Internal Conversation | p. 88 |
The Shadow Side of Listening to Clients | p. 89 |
Sharing Empathic Highlights: Communicating and Checking Understanding | p. 93 |
Responding Skills | p. 95 |
The Three Dimensions of Responding Skills: Perceptiveness, Know-How, and Assertiveness | p. 95 |
Sharing Empathic Highlights: Communicating Understanding to Clients | p. 97 |
The Key Building Blocks of Empathic Highlights | p. 98 |
Principles for Sharing Highlights | p. 105 |
Tactics for Communicating Highlights | p. 112 |
A Caution: The Importance of Empathic Relationships | p. 112 |
The Shadow Side of Sharing Empathic Highlights | p. 113 |
The Art of Probing and Summarizing | p. 117 |
Nonverbal and Verbal Prompts | p. 119 |
Different Forms of Probes | p. 120 |
Using Questions Effectively | p. 121 |
Principles in the Use of Probes | p. 122 |
The Relationship Between Sharing Highlights and Using Probes | p. 129 |
The Art of Summarizing: Providing Focus and Direction | p. 131 |
How to Become Proficient in Using Communication Skills | p. 134 |
Shadow Side Realities of Communication Skills | p. 135 |
Stage I of the Helping Model and Advanced Communication Skills | p. 137 |
Step I-A: "What Are My Concerns?" Helping Clients Tell Their Stories | p. 138 |
An Introduction to Stage I: Identifying and Exploring Problems and Opportunities | p. 139 |
Step I-A: "What's Going On?" | p. 139 |
Helping Clients Explore Problem Situations and Unexploited Opportunities | p. 141 |
Step I-A and Action | p. 153 |
Is Step 1-A Enough? | p. 157 |
The Shadow Side of Step I-A | p. 158 |
Evaluation Questions for Step I-A | p. 161 |
Reluctant and Resistant Clients | p. 162 |
Reluctance: Misgivings About Change | p. 163 |
Resistance: Reacting to Coercion | p. 165 |
Principles for Managing Reluctance and Resistance | p. 167 |
Psychological Defenses: The Shadow side of Reluctance and resistance | p. 171 |
Step I-B: I. The Nature of Challenging | p. 174 |
Challenging: The Basic Concept | p. 176 |
Blind Spots: The Targets of Challenging | p. 177 |
From Blind Spots to New Perspectives | p. 181 |
The Goals of Challenging | p. 184 |
Applications: From Blind Spots to New Perspectives to Action | p. 184 |
Step I-B: II. Specific Challenging Skills | p. 199 |
Advanced Empathic Highlights: The Message Behind the Message | p. 200 |
Information Sharing: From New Perspectives to Action | p. 205 |
Helper Self-Disclosure | p. 207 |
Immediacy: Direct, Mutual Talk | p. 209 |
Using Suggestions and Recommendations | p. 214 |
Confrontation | p. 215 |
Encouragement | p. 216 |
Evaluation Questions for Step I-B: The Use of Specific Challenging Skills | p. 217 |
Step I-B: III. The Wisdom of Challenging | p. 218 |
Guidelines for Effective Challenging | p. 219 |
Linking Challenge to Action | p. 224 |
The Shadow Side of Challenging | p. 224 |
Evaluation Questions For Step I-B: The Process and Wisdom of Challenging | p. 228 |
Step I-C: Leverage--Helping Clients Work on the Right Things | p. 230 |
The Economics of Helping | p. 231 |
Screening: The Initial Search for Leverage | p. 231 |
Leverage: Working on Issues That Make a Difference | p. 233 |
Some Principles of Leverage | p. 233 |
Focus and Leverage: The Lazarus Technique | p. 238 |
Step I-C and Action | p. 239 |
The Shadow Side of Step I-C | p. 240 |
Evaluation Questions for Step I-C | p. 240 |
Stage II: Helping Clients Determine What They Need and Want | p. 241 |
Introduction to Stage II: "What Solutions Make Sense for Me?" Helping Clients Identify, Choose, and Shape Goals | p. 242 |
The Three Steps of Stage II | p. 243 |
Solution-Focused Helping | p. 243 |
Helping Clients Discover and Use Their Power Through Goal Setting | p. 249 |
Helping Clients Become More Effective Decision Makers | p. 251 |
Step II-A: "What Do I Need and Want?" Possibilities for a Better Future | p. 260 |
Possibilities for a Better Future | p. 261 |
Skills for Identifying Possibilities for a Better Future | p. 263 |
Cases Featuring Possibilities for a Better Future | p. 270 |
Evaluation Questions for Step II-A | p. 274 |
Step II-B: "What Do I Really Want?" Moving from Possibilities to Choices | p. 275 |
From Possibilities to Choices | p. 276 |
Helping Clients Shape Their Goals | p. 276 |
Needs Versus Wants | p. 286 |
Emerging Goals | p. 288 |
Adaptive Goals | p. 288 |
The "Real-Options" Approach | p. 292 |
A Bias for Action as a Metagoal | p. 292 |
Evaluation Questions for Step II-B | p. 293 |
Step II-C: "What Am I Willing to Pay for What I Want?" Commitment | p. 294 |
Helping Clients Commit Themselves to a Better Future | p. 295 |
Great Expectations: Client Self-Efficacy | p. 301 |
Stage II and Action | p. 304 |
The Shadow Side of Goal Setting | p. 305 |
Evaluation Questions for Step II-C | p. 307 |
Stage III: Helping Clients Develop Strategies to Accomplish Their Goals | p. 309 |
Step III-A: "How Many Ways Are There to Get What I Need and Want?" Action Strategies | p. 310 |
Introduction to Stage III | p. 311 |
Many Different Paths to Goals | p. 313 |
"What Support Do I Need to Work for What I Want?" | p. 317 |
"What Working Knowledge and Skills Will Help Me Get What I Need and Want?" | p. 319 |
Linking Strategies to Action | p. 320 |
Evaluation Questions for Step III-A | p. 322 |
Step III-B: "What Strategies Are Best for Me?" Best-Fit Strategies | p. 323 |
"What's Best for Me?" The Case of Bud | p. 324 |
Helping Clients Choose Best-Fit Strategies | p. 325 |
Strategy Sampling | p. 327 |
A Balance-Sheet Method for Choosing Strategies | p. 328 |
Linking Step III-B to Action | p. 331 |
The Shadow Side of Selecting Strategies | p. 331 |
Evaluation Questions for Step III-B | p. 333 |
Step III-C: "What Kind of Plan Will Help Me Get What I need and Want?" Helping Clients Make Plans | p. 334 |
No Plan of Action: The Case of Frank | p. 335 |
How Plans Add Value to Clients' Change Programs | p. 336 |
Shaping the Plan: Three Cases | p. 338 |
Humanizing the Technology of Constructive Change | p. 341 |
Tailoring Ready-Made Programs to Clients' Needs | p. 344 |
Evaluation Questions for Step III-C | p. 346 |
The Action Arrow: Making It All Happen | p. 347 |
"How Do I Make It All Happen?" Helping Clients Get What They Want and Need | p. 348 |
Helping Clients Become Effective Tacticians | p. 351 |
Getting Along Without a Helper: Developing Social Networks for Supportive Challenge | p. 359 |
The Shadow Side of Implementing Change | p. 363 |
References | p. 369 |
Name Index | p. 397 |
Subject Index | p. 403 |
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