COUNSELLING
SKILLS AND STRATEGIES
EFFECTIVE COUNSELLING
Counselling is effective when the client is able to
TRUST the counsellor and therefore feels free to disclose their story without
fear of being judged and undermined.
As a result of self disclosure, the client
(with the help of the counselor) gains the bigger picture of their problem and
devices practical steps to solve their own problem.
Effective counselling does not necessarily solve the
client’s problem (no guarantee that the clients’ problem will be solved)
Instead, it brings the client to the path towards
findings their own solution.
Effective counselling does not necessarily solve the
client’s problem (no guarantee that the clients’ problem will be solved) but:
- Removes
(reduces) symptoms
- Enhances
the competence of the client
- Increases
tolerance for emotional experience
- Provides dramatic relief, restoration of
some immediate self-efficacy and extinction of problematic arousal
- Communication
is the process of sending and receiving messages, either verbally or non
verbally between people.
- It
is a continuous process, it affects the relationships that exists between
people who are communicating with each other.
- Developing
effective communication skills is vital in building relationships.
EFFECTIVE COMMUNICATION
How do you know that you are communicating
effectively with the other person?
Are you always satisfied with all communications you
make with other people? Why?
Effective communication takes place when there is
genuine, active exchange of information between the sender (client) and the
receiver (counsellor).
The counsellor and the client should be in
psychological contact (they both feel fully engaged in the exchange of
information.
When one side feels undermined or passive,
communication becomes ineffective and therefore can not result into effective
counselling.
DOES EFFECTIVE COMMUNICATION RESULT INTO
EFFECTIVE COUNSELLING?
Effective
communication leads to effective counselling because:
1.Client feels valued
and accepted in counselling process (this is the results of effective
communication skills)
The client
needs to feel important.
2.Client’s self
esteem is enhanced. As a result of feeling valued and important, their confidence
on the counsellor increases (this may not be immediate for some reasons)
3. The client trusts
the counsellor and becomes motivated to participate in counselling process.
Trust is the key for effective counselling (self disclosure is impossible
without trust).
4. The client
will be willing to openly discuss personal issues with the counsellor
without fear of judgement.
Self disclosure is important
for the problem to be explored and understood.
5. Client’s
ability to gain bigger picture of the problem is enhanced/promoted. The client
can not reflect on their own problem if they can not see gain the wider view of
the their problem
6. Clients
are more likely to make informed decisions on their own and therefore achieve
their goals in the counselling process (personal change etc).
Counselling
draws heavily from positive relationship exists between the client and the counsellor.
In essence the counselor’s interactions with the
client are a powerful tool in the helping relationship.
Ineffective
communication is when:
•
Being preoccupied with what you are
going to say (not paying attention to what the other person is saying)
•
Selective listening (hearing what you
want to hear)
•
Interrupting and finishing the other
person’s statements, changing it for their own purposes
•
Judging or imposing your values on
another person and giving solutions to client’s problem (when you judge you
don’t fully listen but assess them)
•
Avoiding other other’s concerns (not
taking individual’s feeling and concerns and refraining fears, anxieties and
worries of the individual)
Effect of
Ineffective communication:
•
Results in client’s dissatisfaction,
loneliness
•
Diminishes an individual’s self esteem
and increase feelings of hopelessness
•
Makes an individual’s ability to cope
with difficult issues harder
BASIC COUNSELLING SKILLS
ACTIVE LISTENING
•
Giving full attention to another person
by being physically, emotionally and mentally present in the conversation with
the client.
•
Shows that we are interested in the
other person and enables us to capture and understand the verbal and nonverbal
information communicated by the client
Studies: about 80 percent of communication takes place non-verbally
Involves attending the client - orienting oneself
physically to the client to indicate one is aware of the client, and, in fact,
that the client has the counsellor’s full, undivided attention.
It shows
that the counsellor cares an values the client.
Following skills include body posture/leaning
forward, eye contact, nodding, minimum encouragers (verbalizations) and not
moving around, being distracted
Content -
what is specifically said. Listen carefully for, not only what a person says,
but also the words, expressions and patterns the person is using, which may
give you a deeper insight.
Process
- all nonverbal phenomena, including how content is conveyed, themes, body
language, interactions, etc. Smiling
PARAPHRASING
Selective focusing on the cognitive part of the
message – with the client’s key words and ideas being communicated back to the
patient in a rephrased, and shortened form.
Listen and recall. The
entire client message to ensure you recalled it in its entirety and do not omit
any significant parts.
•
Identify the content part
of the message by deciding what event, situation, idea, or person the client is
talking about.
•
Rephrase, in
as concise a manner as possible, the key words and ideas the client has used to
communicate their concerns in a fresh or different perspective.
•
Four steps in effective paraphrasing:
•
Perception check is usually in the
form of a brief question which allows the client to agree or disagree with the
accuracy of your paraphrasing.
Examples:
•
“If I understand you correctly you
said….”
•
“So you are saying that….”
•
“So you think that…”
•
“Sounds like you’re saying…”
FOCUSING SKILL
Keeping communications specific -- focused on facts
and feelings of relevant concerns, while avoiding tangents, generalizations,
abstract discussions, or talking about counselor rather then the client
Includes the
following functions:
•
Assists the client to identify and work
on a specific problem from the various ones presented
•
Reminds the client of the task and
redescribing intent and structure of the counselling session.
•
Uses questions and suggestions to help
the client clarify facts, terms, feelings, and goals.
•
Uses a here-and-now focus to emphasize
process and content occurring in current session, which may of help to clarify
the problem being worked on or improving the problem-solving process.
Examples:
•
“I know that all these matters concern
you greatly but is there one of these in particular that can do something
about?”
•
“Of what you’ve mentioned, what concerns
you the most?”
QUESTIONING SKILL
•
Questioning assists the client in
clarifying or exploring thoughts or feelings to enhance the counsellor
understand the story of the client.
•
The goal is to facilitate exploration –
not needed if the client is already doing this.
Rules for effective questioning:
•
Ask for specific information (have
counselling purpose for every question you ask).
•
Use simple and clear language understood by the client
•
Ask one question at a time (avoid
redundant questions)
•
Allow the client to reflect on the
question
•
Avoid asking too many questions, or
assuming an interrogatory role
•
Avoid using why question unless
you confront
•
Avoids repetitive patterns of
question/answer/question/answer, etc.
•
Begin with open ended questions, then
proceed to close ended question, leading questions etc
Types of questions:
- Open
ended questions: invites the client to narrate
the story so that the counselor understands the situation and experience
Example,
“Please, tell me about your problem…”
2. Probing questions: tries
to expand the client’s story in order to identify the core problem
Example, “How did you feel after what
happened…?”
3. Close ended questions: used
to obtain specific facts which will help the counselor gain the specific
understanding of the problem
Example,
“Did you know his name?…”
- Leading
questions: confirms your understanding of the
client’s experience
Example, “Did you feel angry after he
said that…?”
CONFRONTING SKILL
Challenging the values and beliefs of the client
regarding their problem
Important when the client contradicts, has ambiguous
feelings or their belief reinforces the emotional disturbance
It can to make a client defensive or feel negatively
judged and put down.
A good confrontation is gentle, supportive and help
the client explore their own conflict more deeply, with the goal being the
formulation of a new idea or plan that will benefit the client.
Example, “Do you think rejecting your
child will help solve the problem?”
SUMMARIZING
A summary is an overview, in client’s words, of the
most important information from counselling session (shorter version of what
has been discussed)
Sometimes as the counselling proceeds, there is so
much information that the client get lost in the details. A summary enables
them to see the greater picture
Is done after every main stage of counselling
session, or in the end of the counselling. Helps the client obtain the holistic
picture of what has been discussed during the process
COUNSELLING INTERVIEW
•
Interviewing
is a process of collecting information from an individual with such information
(informant) by the use of series of questions.
•
Interview
is sometimes held for purpose other than the informant themselves.
•
For example, in qualitative research the
interview results into data that may be used to understand the general
phenomenon without helping the informant.
•
In journalism, the informant provides
information that are useful for the public and sometimes at the stake of the
informant.
•
Counselling
interview, on contrary, serves a different purpose.
•
Questioning
is used as part of the process of helping the client cope or overcome the
problem they are facing.
•
Information
obtained from counselling interview is used to help the interviewee themselves
and not for the public or someone else.
PREPARATION FOR AN INTERVIEW
Counselling Room
•
Counselling takes place in a quiet,
confidential, ventilated, well lighted and comfortable room. But at emergency
it can be conducted elsewhere (but basic conditions are necessary)
•
Conditions in the counselling room
should enhance the interview and ease the communication between the counselor
and the client.
Equipment and Furniture
The counselling room needs:
•
Chairs for both client and counsellor
•
Safe cabinet for keeping clients’ files,
admission forms, records and related information
•
Coffee table for fast drinks
•
Telephone for quick communication,
flowers or any work of art to make the place attractive and appealing
Equipment and Furniture
Depending on the financial strength of the
counsellor, there may be a need to have the waiting room fitted with:
•
Chairs for clients while the session is in
progress
•
Television set to keep the waiting easy
as they client may watch educative programs
Sitting Arrangement
•
No physical barrier such as table, separates
the counsellor from the client.
•
Such barriers may give an impression
that the counsellor is the authority and that may block the friendly atmosphere
necessary between the counselor and the client.
•
The counsellor should sit closer to the
door which is left ajar or partially open for safety just in case of anything
and yet reduce the suspicion behind the closed door
COUNSELLING SESSION
Intake Interview
Focusing on the Problem
(Statement and Exploration of Problem)
Identification of Alternatives
(Setting Strategies)
Termination/Closure
Intake Interview
First stage where the counsellor gets to know the
client and the client gets to know what to expect in the counselling process
1. Building Rapport
•
Putting a client at easy to create
rapport
•
Make introductions and invite social
conversation to reduce anxiety
•
Indicate that you are interested in the
person (address the client by name)
2. Acquiring client’s basic
information
•
Know client’s basic information such as
family and education background, size of the family, work employment, health
issues, religious beliefs
•
Information is useful for making
intervention and they serve as reference in counselling without the need to
interrupt client’s story
3. Clarifying client’s expectation about
counselling
•
Explain the nature and goals of
counselling and to agree upon the practical arrangements for counselling with
the client
•
Make informed consent with the client
(example, responsibility of the client including telling the truth, fees
involved, expected time of the process, contract etc)
4. Assurance of Confidentiality
•
Assure the client that whatever is discussed
during counselling remains absolutely confidential and will not be revealed to
anybody else under any circumstance
•
Give exceptions of confidentiality
Focus on Problem
The
counsellor facilitates the client to identify and explore the problem to gain
the broader view of the core problem
- Clients narrates the story
•
Allow
the client to tell the story to give you the general picture of the pressing
problem
For
example, they should give an account of what happened, where and when and how.
•
Note that clients who come into
counselling are seldom clear and concise in their communication.
- Set goals
•
After obtaining a general understanding
of the client's problems and expectations, specific goals of counselling need
to be set
•
Help the client to set practical goals
to be achieved during counselling process
For example, to reduce feeling of anxiety
and stress
3. Exploration of the core problem
•
Investigate a problem or situation with
the client.
•
Attempt to find out what feelings are
involved, inner resources the client has, support they can get from others etc
4. Clarify the client’s core problem
•
In the end of the stage, the core
problem, the real problem that usually the client does not see, should be
identified.
•
Identify the factors that generate and maintain
the real problems and factors that can relieve these problems
Setting Strategies
The client is helped to use the information
discussed during the session to identify possible alternatives to redress the
identified problem
Identify the
alternatives:
•
The client, with the help of the
counsellor, gives the alternatives having received sufficient information in
the process.
•
The counselor therefore, helps the
client to assess the advantages and disadvantages of all alternatives.
Choose the best
alternatives:
•
The client chooses the best alternative
that fits their resources and their situation
•
The counsellor does not choose the best
alternative for the client (ethical issue)
Preparing Action plan
•
The counsellor and client together chart
a plan of action for productive action.
•
The client is helped to identify
practical strategies to be taken to implement the identified alternative
Termination
The counsellor determines whether the goals
of the counselling have been met and prepares the client emotionally for ending
the session
Evaluate the Client’s
Readiness (Corey, 1996)
Important questions to ask:
•
Is the plan of counselling running its
course?
•
Has the client grasped understanding of
the core problem?
•
Are the goals of counselling in the
process of being attained?
•
Will the client's morale stand up to
closure?
Provide Advance Notice
for closure
•
Necessary so that clients can
psychologically orient themselves towards independent functioning.
•
Gives the client an opportunity to raise
issues that he had hitherto left undiscussed, and to clarify doubts and
misconceptions.
Summarize the Session
•
Help the client obtain the ‘bird’s eye
view’ by drawing to their attention the major issues discussed.
•
For example, goals that were agreed upon
for counselling, assignments that were given, interpretations and insights that
resulted.
Discuss Follow-up
Sessions
•
Follow-up sessions are used to check if
the client is doing well and is progressing as per plan.
•
Clients should be made to feel that the
counsellor will always be available to them
•
When the client is satisfied the
counselling is terminated formally.
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