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

Article

Phillip, Karen, Beel, Nathan and Machin, Tanya. 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. https://doi.org/10.59158/001c.71253
Article Title

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

ERA Journal ID214010
Article CategoryArticle
AuthorsPhillip, Karen (Author), Beel, Nathan (Author) and Machin, Tanya (Author)
Journal TitlePsychotherapy and Counselling Journal of Australia
Journal Citation8 (1), pp. 1-9
Number of Pages9
Year2020
PublisherPACFA
Place of PublicationAustralia
ISSN2201-7089
Digital Object Identifier (DOI)https://doi.org/10.59158/001c.71253
Web Address (URL)https://pacja.org.au/article/71253
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.

Keywordstelephone counselling; rapport; non-verbal communication; therapeutic relationship
ANZSRC Field of Research 2020440902. Counselling, wellbeing and community services
520399. Clinical and health psychology not elsewhere classified
Byline AffiliationsUniversity of Southern Queensland
Institution of OriginUniversity of Southern Queensland
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