Contents
Contents
Before you begin
v
How to work through this learner guide
v
Assessmentvi
Introduction: Working within a structured counselling framework 1
Chapter 1: Using a structured approach to counselling
3
1.1 Using the initial session to gather information 4
1.2 Following a structured approach to counselling
9
1.3 Clarifying the counselling process for the client
14
Chapter summary
18
Assessment activity 1: Using a structured approach to counselling
19
Record your employability skills
20
Chapter 2: Establishing the nature of the helping relationship
21
2.1 Helping clients understand the counselling service
22
2.2 Clarifying, confirming or modifying clients’ expectations and
commitment to counselling
25
2.3 Identifying and acknowledging anxieties and concerns
29
2.4 Identifying indicators of issues requiring referral, and making a report
or referral
35
2.5 Developing a counselling plan and client contract
40
Chapter summary
42
Assessment activity 2: Establishing the nature of the helping relationship
43
Record your employability skills
44
Chapter 3: Confirming the appropriateness of the helping
relationship
45
3.1 Ensuring your skills in and knowledge of counselling methods and
resources meet client needs
46
3.2 Exploring alternatives to the proposed relationship
50
3.3 Affirming the significance of what the client says
53
3.4 Promoting the clients’ understanding of their rights
57
Chapter summary
60
Assessment activity 3: Confirming the appropriateness of the helping relationship 61
Record your employability skills
62
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CHCCSL501A Work within a structured counselling framework
Final assessment: CHCCSL501A Work within a structured
counselling framework 63
Employability skills
67
Appendices68
Appendix 1: How the learner guide addresses the unit of competency 68
Appendix 2: Employability skills
71
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Chapter 1: Using a structured approach to counselling
Condition or quality
Congruence
Description
Congruence means being genuine, sincere and authentic.
To demonstrate congruence, be yourself rather than trying
to adopt a position of authority or presenting yourself as an
expert who has all the answers to a client’s problems.
Unconditional positive regard
(UPR)
Appreciate each person for the unique individual they are
rather than making negative or limiting judgments about them.
By adopting an attitude of UPR, you enable the client to feel
increased self-regard and to talk about what they are thinking
and feeling without fearing judgment or rejection.
Empathetic understanding
Empathy means trying to understand the client’s experience
from their perspective and frame of reference rather than
imposing your own views on them.
For more information, read Rogers’s explanation of these core conditions on the
Talking therapy website at: www.cpdirectory.com/counselling/carl-rogers-on-the-coreconditions-for-therapeutic-change/.
Being genuine, adopting an attitude of unconditional positive regard and showing
empathetic understanding are key elements of developing rapport with a client.
Gathering information
In your first session with a client, much of your time involves gathering information
about them. There are several ways a counsellor may obtain information:
ƒƒ Checking referral information
ƒƒ Using an intake form
ƒƒ Observing the client
ƒƒ Inviting the client to talk about themselves
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CHCCSL501A Work within a structured counselling framework
A structured approach to counselling
How counsellors structure the counselling process depends to a large extent on the
method of counselling they use. Using a structure provides a framework for the
counselling process and helps the counsellor support the client to progress through
stages towards resolving their concerns. There are two main models.
Model 1
Gerard Egan, author of The skilled helper (2010) has developed a widely used model of
counselling aimed at counsellors and anyone in the helping professions who may need
to use counselling skills to help clients solve problems. The model is straightforward
and flexible and enables the counsellor and the client to work within a clear framework.
Egan’s model is based on three stages that can be incorporated into other models of
counselling or used to enhance the structural aspect of other methods.
Within each stage there are a number of tasks that can be used to help the client achieve
greater awareness of the issues affecting them and encourage them to identify a range
of possible solutions to these issues.
The following example, adapted from The skilled helper (p. 70) outlines the structure,
stages and tasks involved in Egan’s approach to counselling.
Example
Stage 1: Help the client determine what issues or problems they wish to
address
The three tasks of this stage involve encouraging the client to talk about their concerns, helping
them gain new insights and perspectives, and prioritising the issues they want to address.
Stage 2: Help the client explore ideas for how they would like their life to
be
The tasks in this stage include encouraging the client to brainstorm ideas for creating a better
future, helping them choose realistic goals for achieving desired changes and identifying
incentives to help them commit to the process and move forward.
Stage 3: Help the client to choose strategies for change
The tasks of this stage involve helping the client to evaluate possible strategies for achieving
their goals, choosing realistic and achievable strategies and, finally, creating a plan they can
commit to.
The advantage of using a structure such as this is that it:
ƒƒ provides a clear framework to guide the counselling process
ƒƒ encourages collaboration between counsellor and client
ƒƒ fosters client empowerment and self-determination
ƒƒ can be used by people in the helping professions who do not have years of training
as a counsellor
ƒƒ is based on a problem-solving model rather than focusing on perceived client
problems or weaknesses.
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CHCCSL501A Work within a structured counselling framework
How to explain the nature of the counselling service you provide within the context of
your organisation’s requirements is discussed in more detail in Chapter 2.
An overview and transcript of a first counselling session is available at: www.sagepub.
com/upm-data/41972_9780857028907.pdf. The model used is solution-focused
counselling, but it also incorporates some elements used in other methods of counselling.
In the following case study, which continues from the previous case study about Leanne
and Tanya, the client has unrealistic expectations about what counselling can achieve.
Case study
Leanne explains to Tanya that she may be able to work with her to resolve some of Tanya’s
concerns about her life not working out the way she wants, but another option may be to refer
Tanya and Ben to couples therapy if Ben is willing to participate in the counselling process.
Tanya is taken aback by this and says she thought that because Leanne is an expert in these
things, she could simply tell Tanya whether or not to leave Ben.
Practice task 3
Answer the following questions based on the previous case study.
1. What do you think Tanya’s expectations of counselling are?
2. How would you explain the roles of counsellor and client to Tanya?
Chapter summary
ƒƒ Counselling sessions usually follow a predictable pattern. In an initial counselling
session, this includes basic introductions, building a relationship with the client and
gathering information from the client to determine what they want to achieve by
attending counselling.
ƒƒ At the first meeting, the client is likely to be feeling nervous so it is important to
greet them warmly and make them feel at ease as soon as possible.
ƒƒ Counsellors typically work within a framework that provides structure to the
counselling process. The structure or framework they use depends on their own
preferences, the organisation’s requirements and the client’s expectations and needs.
ƒƒ Using a structure provides a framework for the counselling process and helps the
counsellor support the client to progress through stages towards a resolution of
their concerns.
ƒƒ Some clients may have little understanding of what counselling actually involves.
It is important to take the time to clarify their understanding and expectations of
the counselling process, so they can make an informed decision about whether they
want to continue or not.
ƒƒ Counselling is more likely to be successful if clients know what to expect and have
an understanding of the process, the counsellor’s role and their own role.
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Chapter 2: Establishing the nature of the helping relationship
Chapter 2
Establishing the nature of the helping
relationship
Helping relationships can take many forms and counsellors need to ensure clients
understand the service on offer. The nature of the counselling an agency provides
depends on the type of service they offer, the clientele they serve and the resources
they have. Counsellors need to explain this to clients and spend time clarifying their
expectations, anxieties, concerns and commitment to the relationship. If necessary,
they may need to explore alternatives with the client that may better suit their needs.
If a client decides they want to proceed with counselling, the counsellor needs to work
with them to develop a plan for the counselling process. The plan is usually formalised
in a written contract that both the client and the counsellor sign. The contract should
include details about agency requirements; for example, terms of service regarding client
attendance at appointments, any fees payable and information regarding confidentiality
and disclosure. The client may also specify conditions they want included in the contract.
In this chapter you will learn about:
2.1 Helping clients understand the counselling service
2.2 Clarifying, confirming or modifying clients’ expectations and commitment to
counselling
2.3 Identifying and acknowledging anxieties and concerns
2.4 Identifying indicators of issues requiring referral, and making a report or referral
2.5 Developing a counselling plan and client contract
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Chapter 2: Establishing the nature of the helping relationship
2.2 Clarifying, confirming or modifying clients’
expectations and commitment to counselling
Once you have explained the nature of the counselling service on offer, allow time for
discussion with the client so you can clarify, confirm or modify their expectations and
determine their level of commitment to the counselling relationship.
Confirming understanding and expectations
Counsellors have an ethical responsibility and duty-of-care obligation to ensure clients
understand the counselling service they are being offered and any misunderstandings
are clarified. This ensures clients know what to expect and can make an informed
choice about whether the service meets their needs. If, after you have explained the
service to them and confirmed their understanding, they decide they would rather seek
help elsewhere, you can provide them with an appropriate referral.
Check with the client that they have understood what you have told them by asking
questions such as:
ƒƒ Do you have any questions?
ƒƒ Would you like me to explain anything in more detail?
ƒƒ Is this what you expected from a counselling service?
Some clients, especially those who do not speak English as a first language, may have
difficulty understanding what you have told them. Take care to speak clearly and
observe the client’s body language to assess if they are looking comfortable and relaxed
or confused and anxious.
When you need to repeat or rephrase what you have said, make sure you do so with
patience, understanding and empathy so the client does not feel they are annoying you
or being judged.
You may also need to clarify your understanding of what the client is telling you. You
can do this by using reflective statements such as:
ƒƒ ‘So, you are saying that you are still not sure what you can expect to achieve by
coming to counselling.’
ƒƒ ‘If I understand you correctly, you thought that I would simply tell you what to do to
solve your problem and you are somewhat disappointed that I won’t be doing this.’
ƒƒ ‘So, now I have explained the process, you feel a bit more comfortable about what
counselling involves. Is there anything else you would like to know?’
The following case study illustrates how a counsellor may need to modify a client’s
expectation of counselling.
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CHCCSL501A Work within a structured counselling framework
Respond with respect
Showing respect for a client is vital. Respectful responding demonstrates to the client
that you empathise with them and understand what they are saying and feeling.
There are a number of ways you can respond respectfully to clients and, at the same
time, check your understanding of what they are telling you. Some of these are set out
in the following table.
Responding
Asking questions
Description
‚‚ Asking appropriate questions allows you to obtain specific
information and check that your understanding of what the
client is saying and meaning is correct.
‚‚ Use closed questions to obtain a brief direct answer such as
a yes/no response; for example, ‘Did you see your doctor
yesterday?’
‚‚ Use open questions when you want to elicit more
information from someone regarding their thoughts or
feelings about an issue; for example, ‘How do you feel
when your partner ignores you and continues watching
TV?’
Paraphrasing (or reflection of
content)
‚‚ This involves restating what the speaker has said to clarify
and confirm that you have understood what they are
saying; for example, ‘So, you are concerned the boys will
grow up thinking men don’t have to do anything around the
house and that this is women’s work.’
Reflection of feeling
‚‚ This involves reflecting back to the client how you think they
are feeling, even if they have not clearly articulated their
feelings. An accurate reflection allows the client to become
more aware of how they really feel about a situation. For
example, saying, ‘It sounds as though you are feeling
stressed and angry because you rarely get a moment to
yourself’ may help the speaker acknowledge and accept
the feelings they have.
‚‚ When the client accepts their feelings, they can begin to
identify ways of resolving the issue that is upsetting them.
Summarising
‚‚ This involves providing a summary of what someone
has said to confirm you understand their concerns and
the issues they have raised. It is a longer version of
paraphrasing.
‚‚ Summarising can also be used at the end of a session
to summarise the main issues discussed. It demonstrates
to the client that you listened carefully and provides an
opportunity for them to clarify or further explain something
they have said.
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Chapter 2: Establishing the nature of the helping relationship
Making the referral
Each organisation has their own procedures for making referrals. The following steps
are an example of general processes:
ƒƒ Discuss the need for referral with the client.
ƒƒ Provide information about appropriate referral sources and explore options with
the client.
ƒƒ Help the client make a decision about the service that best meets their needs.
ƒƒ Ask the client if they are prepared to sign a consent form to provide their basic
details to the new service provider.
ƒƒ Make contact with the chosen service provider to check eligibility requirements and
whether they have vacancies in their service.
ƒƒ Document information according to your organisation’s policies and procedures.
ƒƒ Give the client contact and address details of the organisation.
ƒƒ Follow up with the client and the referral agency after the first few appointments to
check all is going well for the client and for the service provider.
The following are some tips for making referrals.
Tips
‚‚ Keep an up-to date list or database of service providers and agencies that you may be able
to refer clients to.
‚‚ Know the hours, eligibility criteria and basic services provided by the services you use on a
regular basis.
‚‚ Develop a good working relationship with people from services you use on a regular basis.
‚‚ Seek permission from the client before making a referral and disclosing any information
about them.
‚‚ When making a referral, take into account how easy it is for the client to get to the agency.
‚‚ Be prepared to offer another referral if the first one does not work out.
‚‚ Never criticise other workers or the services they represent.
‚‚ Keep accurate records about all the referrals and follow-up calls you make.
‚‚ Check with the client that the referral is meeting their needs.
Practice task 7
Read the scenario, then answer the questions that follow.
Scenario
Mahalia has come to you for help. She says she is finding it more and more difficult to go
out and sometimes when she is at a shopping centre she is overcome with anxiety and fear.
She starts to hyperventilate and feels so overwhelmed she can’t do anything to help herself.
1. Do you think Mahalia needs to be referred or would you try to manage her concerns
yourself?
2. What would guide you in making your decision?
3. If you decided to refer Mahalia, who might you refer her to?
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Chapter 2: Establishing the nature of the helping relationship
Assessment activity 2
Establishing the nature of the helping relationship
Your trainer or assessor may require you to complete this assessment activity and will
provide you with instructions as to how to present your responses. They may provide
alternative or additional assessment activities depending on the circumstances of your
training program.
The following table maps the assessment activity for this chapter against the element
and performance criteria of Element 2 in CHCCSL501A Work within a structured
counselling framework.
Part
Element
Performance criteria
A
2
2.1, 2.2, 2.5, 2.6, 2.7
B
2
2.3, 2.4
Part A
1. Imagine you work for a small neighbourhood service, providing help and support
to people experiencing a range of issues they need help to resolve. What important
information do you think you would need to give clients about the nature of the
counselling service you provide?
2. What are three strategies you could use to increase a client’s level of commitment to
the counselling relationship?
3. Why is it important to clarify, confirm or modify a client’s expectations of the
counselling service?
4. Conduct research into suicide prevention or intervention. Outline risk factors and
warning signs that indicate a client may be at risk of suicide and may require referral
to a specialist service provider.
5. Explain the purpose of developing a counselling plan and contract.
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CHCCSL501A Work within a structured counselling framework
Exploring alternatives
You can help clients explore alternatives to the counselling relationship by providing
or suggesting information sources and discussing referral options where appropriate.
Information sources may include:
ƒƒ websites, books and articles
ƒƒ brochures and factsheets
ƒƒ contact names.
If the client wishes to discuss possible alternatives in detail, be open to their thoughts
and ideas. You may suggest they try an alternative option such as a support group, but
also continue with counselling for a time so they can be sure they can make a choice
based on actual experience.
The following case study illustrates how a counsellor can help a client explore alternatives
to the counselling relationship.
Case study
Jasvinder is troubled by mild but ongoing anxiety. She makes an appointment with a counsellor,
Murray, to find out if he can help her with this issue. Murray spends some time explaining the
methods he uses and how he believes he could help her. Jasvinder listens carefully and says that
sounds good, but she has heard that many other people also experience anxiety and wonders
if there is a group she could attend.
Murray explains that there are both group therapy and self-help groups that she may find
helpful. He gives her some written information in the form of brochures and leaflets.
Jasvinder reads these and says she would like to continue with counselling, but that she may
also attend group therapy.
Practice task 10
Read the scenario, then answer the questions that follow.
Scenario
A client, James, tells you he is experiencing high levels of stress on a daily basis. He is not
sure if counselling is the right approach for him, but doesn’t know what else to do as he
feels that stress is not only affecting his quality of life, but is also making him physically sick.
1. How would you respond to James?
2. What alternatives might you suggest to James?
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Chapter 3: Confirming the appropriateness of the helping relationship
3.3 Affirming the significance of what the
client says
It is crucial that clients are given an opportunity to talk about what they want from a
helping relationship and have counsellors acknowledge and affirm the significance of
what they say.
Always be aware that, when clients talk about their decisions and matters affecting them,
these issues are very important to them and need to be respected and taken seriously.
When you listen to clients and affirm the significance of what they say, you are:
ƒƒ demonstrating respect for their competence
ƒƒ showing empathy and an ability to see things from their frame of reference
ƒƒ aiding their ability to make decisions and be self-determining
ƒƒ helping build a relationship based on respect and trust.
Respecting client competence
Counselling is essentially an unequal relationship, as one person is in the position of
providing help and the other is receiving it. One of the traps that counsellors can fall
into is adopting the role of expert who knows what everyone else should do to solve their
problems. Avoid this attitude at all costs, as it is counterproductive to the counselling
process. A central tenet of counselling, particularly person-centred counselling, is to
recognise that, ultimately, it is the client who best knows how to help themselves.
Even if you think a client is making a decision that may not be sensible or appropriate,
you need to respect their right to make their own decisions and their reasons for doing
so. You may make suggestions, but this should be done in a sensitive and respectful
way. Clients have a right to make their own decisions, and counsellors have an ethical
responsibility to encourage them to do so.
The only time you should try to persuade a client against a particular course of action is
when you think they are at risk of harming themselves or others. In this case, you have
a duty of care to protect them and others and to break confidentiality if necessary to
obtain help and prevent any harmful actions or events taking place.
Your work with clients should be based on a belief that, given the right support, people
can find solutions to their own problems and change negative patterns of behaviour.
By respecting and valuing the client as a capable person, you enhance their sense of
competence and encourage them to draw on their own resources to choose the course
of action that suits them best.
Affirming what the client says
Clients come to counselling because they want help to address a particular problem.
For many people, this is not an easy decision to make and they often only do so as a
last resort. Counsellors need to be aware that the problem a client wants to address is
something very important and personal to them.
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