an OLT presentation

1. Judith Gentry April 2010 Communication dilemmas in
online counselling
1
On Line counselling
Communication dilemmas and re thinking the way we work
A students view
Please activate sound on your computer/device
and set to “slide show” before continuing.

2. Judith Gentry April 2010 Communication dilemmas in
online counselling
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What happens in a f2f situation?
Most counsellors will learn at the start of their training about how to observe
and work with verbal, non verbal communication and tone.
We study how apparent incongruence between verbal and non verbal can help
us with our work.
As an example, if a client chooses to “chew” during a session
what could this be about?
to suppress thoughts and feelings…
…or because they cannot find the words…
…or because they are worried about fresh breath?

3. Judith Gentry April 2010 Communication dilemmas in
online counselling
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Some other signals in f2f counselling
we may see signals such as feet off the ground
toes turning up at a time in the discussion
we may become aware of breathing patterns
and other physical attributes
all these things help us to understand what our client may be feeling,
help us establish a therapeutic relationship.

4. Judith Gentry April 2010 Communication dilemmas in
online counselling
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but in on line counselling…
• if our client is “present but not visible”
• What signals can we use?

5. Judith Gentry April 2010 Communication dilemmas in
online counselling
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When we cannot “see” our client how
will we know when lightening strikes?

6. When we are not “in the
room” with our clients how
will we know what tune the
client wants to dance to?

7. And how will we know what
song the client wants to
sing to?

8. Judith
Gentry
April 2010 Communication dilemmas in online counselling 8
..or which way the wind is
blowing for them..

9. Perhaps our client will
“wear a mask” to
conceal what is real?

10. Judith Gentry April 2010 Communication dilemmas in
online counselling
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Communication in on line counselling
There are many “ e tools” that can be used to replicate non visual cues
But many are not for beginners!
And I speak from the experience of role play training on this course.
We should learn from our clients, just as in f2f
And develop a private language unique to each client/counsellor relationship
Giving it time to develop
And client led.

11. Judith Gentry April 2010 Communication dilemmas in
online counselling
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Some examples of “e tools”
• Using trailers…(to indicate still talking)
• Using italics when quoting back clients words
• Changing colours and fonts to easily separate your words from your
clients
• CAPITALS MEAN SOMEONE IS TALKING LOUDLY OR SHOUTING
• ARE YOU LISTENING!
• For the skilled practitioner, and the IT savvy client, the use of a whiteboard
• Using clipart examples to include in an e mail to describe a feeling
(counsellor or client can do this)

12. Judith Gentry April 2010 Communication dilemmas in
online counselling
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Some examples of “e skills” for synchronous live session
• Using hmm…(to indicate thinking)
• Noting if client types fast or slow
• Demonstrate listening by repeating the words back, or by typing “I’m
listening carefully”, using your own style.
• Not being afraid to be overt e.g. “would you like to take a moment to think
about that” or using brackets (“I hope I don’t appear flippant, Julie”)
• Being aware of the tempo of the session – “ the dance”.

13. Judith Gentry April 2010 Communication dilemmas in
online counselling
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On line signals
• Symbols such as smileys ☺☻and emoticons can be useful but are easy to
misinterpret to a novice (like me!) or just not understand at all!
• “be quiet” or “it’s a secret?”
• “I feel ill” or I’m jealous?”
• Slightly unhappy or a bit happy?

14. Judith Gentry April 2010 Communication dilemmas in
online counselling
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My action plan for using ‘e tools’
Self development
• To build my knowledge of online communication tools.
• To practice them in a safe environment before working with real clients ( CPD group; supervision;
friends) in order to develop skills and confidence.
• To add new skills (web cam; white boards etc) and make them available to my clients
Client work
• To ask permission to try things out with my client.
• To be overt about asking my client how they experience ‘e tools’ (use tentative questions to explore
reactions)
• To listen to my client and respond, react and change as appropriate.
• To encourage my client to use e tools to illustrate or explain his/her difficult feelings.
• To be client led in the use of on line tools.

15. Judith Gentry April 2010 Communication dilemmas in
online counselling
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Thank you for reading this short presentation
• I’ve had a lot of fun researching for it and putting it together
• Thank you to my peer group, for their contribution at group meetings.

16. Judith Gentry April 2010 Communication dilemmas in
online counselling
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References
• http://www.ismho.org/casestudy/myths.html accessed 3rd march
• Hall,C 2005. Learning from Experience. CPJ Journal May 2005. Available
from:http://www.repsych.ac.uk [ accessed 8th
March 2010]
• www.office.microsoft.com/clipart accessed February 24 2010
• Jones.G and Stokes.A; 2009. Online counselling a handbook for practitioners. Basingstoke:
Palgrave Macmillan.