District Mental Health Program - Practical tips for Telephone Counsellor (Tele-counselling Tips)

Practical tips for Telephone Counsellor (Tele-counselling Tips) 21 Practical Tips for Telephone Counsellor Telephone counselling/therapy is a structured therapeutic relationship, where the client and therapist speak on the telephone, rather than meeting in person. When clients arrange their telephone sessions, they are provided with a designated telephone number, which they call at the prearranged time, when their therapist will be available to speak to them. Sessions, like face-to-face ones, are with the same therapist, and usually take place at the same time, and on the same day, each week. The flexibility of telephone counselling/therapy provides access to therapy for clients for whom there are significant barriers to attending in person, or because of crisis, or stigma and many more reasons Counselling skills are interpersonal and technical traits that a counsellor uses to better understand and listen to their clients. Using these skills, a counsellor helps a client overcome obstacles that are preventing them from leading a happy life. These skills help you build rapport, establish trust and ensure that your clients feel heard and understood. Telephone Counselling Tips - Do not eat, drink or chew gum while speaking to a caller on the phone. - Speak clearly and project a positive attitude. - Have necessary resources available (message pad, telephone list, and pen). - Identify yourself when answering (“Good morning, Department Name, this is Jane Doe.”) - Do not converse with others while on a call. If necessary, place the caller on hold (press the hold button and do not lay the phone on the desk). - Always ask permission to place someone on hold. - Never leave the caller on hold for too long, without checking back with them and thanking them for their patience. - When transferring a call, give the caller the extension number you are transferring them to, in case the call is lost. -When ending a phone call, always say “thank you” and “goodbye.”