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Dr. Bill Gaultiere
(714) 971-4213,
DrBill@CrystalCathedral.org

If you’re taking this class by CE Notes only then simply complete this quick exam and you’ll be credited for completing the class.

Telephone counselors turn it in to Sheila (T-5 or SheilaS@CrystalCathedral.org). Internet counselors turn it in to Sara (T-4 or Sara@CrystalCathedral.org). Teens turn it in to Barbara (T-5 or Barbie@CrystalCathedral.org).

1. There’s nothing to be thankful for in dealing with frequent callers/chatters. T F
2. Stuck or abusive frequent callers/chatters give us practice in boundary setting. T F
3. If we just nurture stuck frequent callers/chatters, spending 30 minutes or more with them, then people in crisis may get a busy signal. T F
4. It’s not important to be kind to stuck or abusive callers. T F
5. All frequent callers/chatters are pretty much the same. T F
6. A good rule for dealing with difficult callers/chatters is "Stay detached." T F
7. "Triage" means to triangle God into the conversation. T F
8. We treat callers/chatters who are chronically stuck and those who are in crisis pretty much the same because God loves everyone. T F
9. Write a brief description of each of the following frequent callers/chatters:

   Needy

   Stuck

   Abusive

10. Match the type of frequent caller/chatter with the response that is most fitting:

Needy		Speak the truth in love
Stuck		Limit time
Abusive		Active listening

 
11. Match Dr. Bill’s four key steps for dealing with stuck frequent callers/chatters with the best description.

    Identify		Give a warning before you wrap up
    Be kind		"Have you called before?"
    Be assertive		Collaborate on an action step
    Set time limits		May be mentally ill

12. What can you say to focus a stuck frequent caller/chatter who is rambling on and on?
13. What can you say to bring a call/chat to a conclusion in a friendly way even though the person wants to keep talking?
14. Suggest (1) an open-ended question, to invite further, deeper self-disclosure, (2) a "reflecting feelings" response, and (3) a collaborating on an action step response for Wade who says, "My wife died a year ago and I’m all alone. This is another one of those times where I really need your New Hope line."

    (1)

    (2)

    (3)

15. What is one New Hope referral or resource (on www.NewHopeNow.org and in the New Hope Referral guide in the phone room) that might be appropriate (near the end of the conversation) for Wade?
16. The things that were most helpful for me about this class were: