Understanding the cues and strategies counsellors use to develop rapport with clients through telephone counselling

Beel, Nathan ORCID: https://orcid.org/0000-0002-1248-1417 and Machin, Tanya and Phillip, Karen (2020) Understanding the cues and strategies counsellors use to develop rapport with clients through telephone counselling. Psychotherapy and Counselling Journal of Australia, 8 (1). pp. 1-9.


Abstract

Rapport is a critical part of the counselling process, however most existing research has examined rapport in a face-to-face context. The aim of this study was to better understand the cues and strategies counsellors used to build rapport over the telephone. We interviewed nine counsellors with a range of qualifications and telephone counselling experiences. The data was analysed using thematic analysis. Three themes were identified: use of empathy, emphasis on paralanguage cues, and intentional harmonisation. The findings of this study contribute to the literature, counsellor training, and supervision by understanding the cues and strategies counsellors indicate they use to develop rapport with clients over the telephone.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Faculty/School / Institute/Centre: Current - Faculty of Health, Engineering and Sciences - School of Psychology and Counselling (1 Jan 2015 -)
Faculty/School / Institute/Centre: Current - Faculty of Health, Engineering and Sciences - School of Psychology and Counselling (1 Jan 2015 -)
Date Deposited: 27 Jul 2020 23:58
Last Modified: 31 Aug 2020 05:37
Uncontrolled Keywords: telephone counselling; rapport; non-verbal communication; therapeutic relationship
Fields of Research (2008): 16 Studies in Human Society > 1607 Social Work > 160702 Counselling, Welfare and Community Services
17 Psychology and Cognitive Sciences > 1701 Psychology > 170106 Health, Clinical and Counselling Psychology
Socio-Economic Objectives (2008): C Society > 92 Health > 9202 Health and Support Services > 920209 Mental Health Services
URI: http://eprints.usq.edu.au/id/eprint/39074

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