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Repeating same story of unsolved problems:

• "Hi . You've called New Hope many times in the past. You seem to be stuck with the same problems and things aren’t changing for you. What do you need to do differently today?"
• "What do you need from me today to help you get unstuck?"

Calling again and again in a short time period (and not in crisis):

• "Hi . I understand you called New Hope earlier today. I can only give you 5 minutes now."
• “What have you done to take care of yourself today?
• “Did you follow up on referral?”

Mentally or physically ill or in physical pain:

• "Are you taking your medication?"
• "When was the last time you saw your Dr. (or therapist, or 12 step group)?"

Overmedicated or Drugged:

• "You seem disoriented and confused. Have you taken drugs?”
• “What drugs have you taken? I cannot help you until your mind is cleared up. Maybe you'd like to call back another time?"

Stuck in same problems:

• "You seem unable to overcome your problems with . What do you need to differently today?"
• “You seem disconnected from your feelings. What is it you need from me right now?"

Entitlement complex:

• "You seem to expect to rescue your from your problems. You need to take responsibility to make changes."
• "You seem to see your self as a victim, helpless to protect yourself (or to make changes). What can you do differently next time?"
• "You are blaming other people for your problems. You need to take responsibility to make your life what you want it to be."

Resistant:

• "You sound defensive. It's not my intention to criticize you (or pressure you). What is it that you need from me today?"
• "You don't seem interested in finding possible solutions for your problems. What is it that you need from me today?"

Manipulative:

• "It seems you are trying to take control of this call. I have 10 minutes to listen to you and then I need to take other calls."
• “It seems you are being manipulative (or dishonest) with me. That is not appropriate. What is the problem you need help with today?"

Abusive:

• "You are being abusive (or inappropriate, or argumentative) and that is not okay. I am going to hang up now."