creating a meaningful online counselling experience · creating a meaningful online counselling...
TRANSCRIPT
10/22/2013
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CREATING A MEANINGFUL ONLINE COUNSELLING EXPERIENCE
Tannis Goddard, MAOctober 22, 2013
The research and consulting division of Training Innovations
Webinar Objectives
Review key research perspectives and practice examples related to the use of text-based, online communication in therapeutic counselling and career development services
Explore design factors that impact the choices of potential methods and models
Identify strategies for building and sustaining a productive working alliance by creating a mattering climate in the online counselling space
Explore strategies for building strong online text-base communication
Tannis Goddard
10/22/2013
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The research and consulting division of Training Innovations
Reflective Consideration
“As we enter the age of cyber counseling, counselors desperately need research about its effectiveness. One of
the professions fundamental principles has been that a face-to-face facilitative relationship is an essential
component for effective counseling. Given this premise, will support using email or even video yield effectiveness in assisting a client or student to reach identified goals? Will these methods of intervention be equally effective
with all clients and for all kinds of career-related topics?”
(Harris-Bowlsbey, 2005)
The research and consulting division of Training Innovations
Research Informing Practice
ICT in Career Development
Services
Therapeutic Counselling
Career Practitioner Perceptions
Design Factors &
Pedagogic Approach
Methods & Models
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The research and consulting division of Training Innovations
State of the Career Development Industry –Information & Communication Technologies
To approximate f2f or to embrace
new methods?
For cost savings or to
extend access?
Computer Assisted Career Guidance Systems
Ask an advisor
Live chat to help make educational choices
Online workshops and program interventions
Current Models
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Therapeutic Counselling –The Research Case
Viability Disinhibition Cost & Travel
Client / Counsellor
Relationship
Advantages of Written
Communication
Convenience & Flexibility
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Career Practitioner Perceptions
Four distinct categories of description reflecting career practitioners’ ways of experiencing technology / social media in career services
Kettunen, J., Vuorinen, R., Sampson, J. P., Jr. (2013).How do career practitioners experience social media in career services?
means for delivering
information
medium for one-to-one
communicationinteractive
working spaceimpetus for
paradigm change and reform
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Design Considerations
Policy Direction
Access & Readiness
Service Intention &
Goals
Pedagogical & Theoretical
Approach
Support & Evaluation
Technical Tools
Practitioner & End User
Competence
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The research and consulting division of Training Innovations
Technology Considerations
Length of Service
Client access to the technology
Blend of technology with privacy and data
Role of in-person communication
Skills of the Counsellor
Role of client & counsellor in the service
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Tools
• email, phone
• Skype
• instant messaging
• google (gmail+)
Communication Tools
• websites
• podcasts
• YouTube & Vimeo
Information Sharing Tools
• WebEx
• GoTo Meeting
• Adobe Connect
Web Meeting Tools
• Blogs
Social Media
• Moodle
• Blackboard
Learning Platforms
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Pedagogy and Design
Information: Explore relevant career concepts
Personal Application:Engage in activities to apply concepts to self
Interaction: Communicate with e-Practitioner and, potentially, other online participants to co-create meaning.
The research and consulting division of Training Innovations
Scoping Program Models
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Self-Directed Light CounsellingIn-depth
Counselling
Scope of Counsellor Engagement
Dep
th o
f C
on
ten
t Personalized Content
Themed - Bite-Sized Content
Comprehensive Content
Technology Requirements
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Sample Service Models
• Completely online, cohort program of up to 15 clients, 4 weeks, 25 learning units
Career eVolutions –Career Planning
• F2F Workshop followed by 2 weeks online, cohort program of up to 18 clients, 4 learning units
Skills Connect –Career Targeting for
Professional Immigrants
• Individual sessions, customized number of learning units made available as required, customized timelines
Work Targeting & Job Search WorkBC services –
customized sessions
• F2F training and job search program, cohorts of up to 10 clients, in addition to F2F curriculum complete one online learning unit per week for 10 weeks.
Encore – Job Search Support for Mature Workers – Age 55+
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Online Career Counselling Practice
Learning & counselling that takes place using an
electronic web-space, where the helping relationship occurs through the use of
synchronous and a-synchronous
communication methods.
The research and consulting division of Training Innovations
Online Career CounsellingA Collaborative + Self Directed Process
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What are practitioners asking?
Can a Practitioning
relationship form online?
Does it work? If, yes, how?
Is it Ethical?Can online work
be professionally rewarding?
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E-Practitioner Roles
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Establishing Rapport
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Working Alliance
Ensuring that the purpose of engaging online is directly linked to the overarching goal and desired outcome of the working relationship.
Confirm upfront, document, return to goals through the process to validate continued accuracy or to revise as required.
Goals
Engagement and collaboration between Client/Practitioner during sessions. Online this includes: the reflective questions and dialogue processes; other strategic communication interactions; guided chats; re-directing Clients to new resources and activities.
Tasks
Forming trust and attachment so the work together can progress. In the online space provide details on access points and turn-around times for responses and always meet your commitments. Present yourself as real and accessible and take time to notice unique qualities and characteristics of your Client.
Bond
Bordin, E. (1979)
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The research and consulting division of Training Innovations
Creating a Mattering Climate
Visibility – Being noticed by another person
Sense of Real Importance
Opportunity to Offer Help
Belief in the Personal & Professional Relationship with the Practitioner
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2
3
4
Amundson, N. (1998 & 2004)
The research and consulting division of Training Innovations
PLEASE Acronym for Mattering
Ensure that the online space is secure, confidential, authentic and designed in accordance with any public funding requirements.
Follow through on all of your stated intentions and commitmentsP – Protecting
Pay attention to: word selection, tone and structure of the written communication; activities engaged in; spaces of inactivity, patterns of participation to understand a Client’s story.
L – Listening
Engage with the Client in text-based exchanges to express interest, seek clarifications and demonstrate a real curiosity about the events in a Client’s life.
E – Enquiring
Demonstrate awareness of Client presence and engagement through various communication channels. Provide additional resources to meet the Client’s unfolding development process.
A – Acknowledging
Express encouragement as Clients arrive and begin an online program; begin completing activities and share reflections with you.
Highlight a Client’s progress by linking back to earlier perspectives shared within the development process – be specific in the feedback.
Encourage Clients to share learning’s and perspectives with other Clients (if in a group – and with appropriate boundaries)
S – Supporting
Some self-disclosure can be done early in the process through the use of pictures, videos and biographies.
Also consider opportunities for appropriate self-disclosure related to technical navigations/issues along with employment/career related experiences.
E – Exchange
Amundson, N. (1998 & 2004)
10/22/2013
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The research and consulting division of Training Innovations
Sustaining a Working Alliance
Convey vision, commitment and
quality in marketing materials
Design effective intake and
registration processes
Make yourself visible through
photos, bios & videos
Share working timelines and contact options
Demonstrate enthusiasm and confidence
Respect the power of the written word
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Counselling in Text
Bolton, G. et al. (2004)
Think about your client –their goals,
where they are in their process
– scan earlier communication
Assess the clients’ and your own emotional and cognitive
frame of reference
Assess your available time
and the urgency of the
situation
Consider the most effective
communication strategy for the
situation
Develop a ‘matching’
strategy with clients
Consider tone, clarity &
rhythm in your message
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The research and consulting division of Training Innovations
Purposeful Online Guidance
Notice online cues and
engage pro-actively and
with curiosity:
share observations by summarizing, linking, questioning and expanding the dialogue
enquire about and revisit the development and changes in clients’ online narrative… providing constructive support in the authoring of their career story
revisit development goals
ask to learn
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Who’s Engaging and What’s Working?
Client Participation ResearchDemographics 18 - 29 year olds – 19% 30 - 39 year olds – 36% 40 - 49 year olds – 27% 50 - 64 year olds – 17% 65+ - 1%
Effect of Online Learning/Counselling Processes Reflective online dialogue with Practitioner – 100% effective Completing Application Activities - 91% effective Practitioner Engagement & Effectiveness – 87% Exceeded Expectations Ability to personalize the learning experience – 86% effective Private Messaging – 72% effective Discussion Forum with other Participants – 37% effective
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The research and consulting division of Training Innovations
Benefits of Interactive Online Career Development Services
Records the Client’s current career story and supports life-span delivery
Distributed support and service can be provided
Access and timing is controlled by Clients, within a systematic structure
Allows for thoughtful reflection
Targeted resources and interactions support personalized career learning
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Lessons Learned
Set goals and define purpose for online integration
Align organizational operations with online service
delivery
Foster champions to educate and
encourage buy-in
Adopt a reflective Practitioning
perspective and a learning-oriented
focus
Constant evaluation through the
deployment phase is essential
Successes needs to be captured and
shared
10/22/2013
15
The research and consulting division of Training Innovations
Reflective Consideration
“As we enter the age of cyber counseling, counselors desperately need research about its effectiveness. One of
the professions fundamental principles has been that a face-to-face facilitative relationship is an essential
component for effective counseling. Given this premise, will support using email or even video yield effectiveness in assisting a client or student to reach identified goals? Will these methods of intervention be equally effective
with all clients and for all kinds of career-related topics?”
(Harris-Bowlsbey, 2005)