creating a meaningful online counselling experience · creating a meaningful online counselling...

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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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)


Research Informing Practice

ICT in Career Development

Services

Therapeutic Counselling

Career Practitioner Perceptions

Design Factors &

Pedagogic Approach

Methods & Models

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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


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


Design Considerations

Policy Direction

Access & Readiness

Service Intention &

Goals

Pedagogical & Theoretical

Approach

Support & Evaluation

Technical Tools

Practitioner & End User

Competence

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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


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

• Facebook

• LinkedIn

• 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.


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


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.


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?


E-Practitioner Roles

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Establishing Rapport


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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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

1

2

3

4

Amundson, N. (1998 & 2004)


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)

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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


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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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


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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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


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

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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)

creating a meaningful online counselling experience · creating a meaningful online counselling...

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