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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. The Bible teaches that anger is bad.   T   F
2. "The customer is always right" applies to the spirit of how New Hope Counselors should respond to callers and chatters.   T   F
3. Even if the caller/chatter is raging you shouldn't prematurely end a New Hope conversation.   T   F
4. "The Feel-Think-Do" triangle teaches us to react quick to anger.   T   F
5. People who are passive almost never lose their temper.   T   F
6. Having angry conversations in your head indicates you need to feel your feelings more.  T   F
7. Match the types of unhelpful responses to callers' (and chatters') anger with their definition:

   	Change the subject							Provokes more anger from the caller
   	Placate							Doesn't validate caller's angry feelings
   	Feel bad							Avoids the issue
   	Defend yourself							Evokes pity from the caller
   	Counter attack							Increases tension

8. Indicate whether the following descriptions most commonly fit in the category "bad anger" or "good anger."

   Grief

   Boundaries

   Implosion

   Dumping

   Blaming

   Processing feelings

   Speak the truth in love

   Withdrawal

9. The "Popcorn at the Movies" approach teaches that in order to offer active listening and compassion to someone who is angry at you first you must be able to do three things.  What are they?

   1.

   2.

   3.

10. What can you say to rambling, raging caller/chatter?
11. What can you say to put an end to a call or chat in which you're being abused?
12. 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 "Buster1" who says,  "You're not a good New Hope Counselor.  I feel worse by talking with you."

    1.

    2.

    3.

13. 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 Buster?
14. The things that were most helpful for me about this class were: