Counselling Skills for Managers

Couselling skills
Managers
couselling in organisations
counselling in workplace
Types of counselling
Approaches to counselling
Verbalnd non verbalskills for counsellors

1. EC H07 Counselling Skills For Managers Ligo Koshy Assistant Professor Department of Management Studies MACFAST, Tiruvalla

2. Introduction to Counselling One in five of the working population ( approximately 20 percent of the total working population ) suffers some form of mental illness Some 90million working days are lost each year as a result of mental illness Over half of the employees felt that emotional/ personal problems and stress are the true reasons for their being absent from work Adapted from the statistics documented by O’Leary , Cartwright and cooper on mental illness in the workplace Between 30 to 40 percent of all sickness at work is reported due to mental illness or emotional stress Approximately 20 percent of any workforce is affected by personal problems , which adversely affect their working performance Alcohol abuse by employees to bust stress also pose a problem for the organisation as it adversely affect its progress

3. Module-1 Module 1: Introduction to Counselling Meaning, Functions and Type of Counselling, Goals of Counselling Emergence and Growth of Counselling Services; Approaches to counselling ,Counselling Skills, Verbal & Non- Verbal communication, Listening Barriers, Counsellor Qualities

4. Module-2 Module 2: Counseling Process Beginning, Developing and terminating a Counseling Relationship and follow up – Counseling Procedures, The Counseling Environment, Intake, Referral procedures, Guidelines for Effective Counseling

5. Module-3 Module 3: Counselor’s Attitude & Skills for Counselors Counselors – Client Relationship – Understanding Client’s Behavior – Assessing Clients problems – Counseling Therapies- Insight Oriented Therapy. Behavior Therapy

6. Module-4 Module 4: Selecting Counseling Strategies & Interventions Adaptive strategies – Changing Behavior through Counseling In the Educational Settings – Special Areas in Counseling – Handling Situations of Strikes, Disputes through Counseling

7. Module-5 Module 5: Special Problems in Counseling Need of Counseling Cell in the Organization, Application of Counseling to Organizational situations with a focus on Performance counseling. Organizational Application of Counseling Skills in Change management, Downsizing, Mentoring and Team Management / Conflict Resolution.

8. Recommended Books 1. Kavita Singh – Counseling Skill for Managers, Pears Education,2007. 2. Robert S Feldman – Understanding Psychology.,McGraw Hill, 2007. 3. Narayan Rao S. – Counselling & Guidance, Tata McGrew Hill, 1997. 4.JeffreyKotter A. – Counselling Theories and Practices, Cengage Learning, 2011. 5. Robert Carson C. – Abnormal Psychology, Tata McGraw Hill, 2007

9. Need for work place counselling The welfare of employees is one of the major responsibilities of the employers. Helps the employees to cope with the changes taking place in organisations.(downsizing, layoff, mergers, acquisitions,) Can be seen as a way of improving mental health of the troubled persons. Psychological and social problems facing by the employees, if go unnoticed can be costly to an organisation. Counselling can be viewed as a preventive service- offering training and education that prevents mental illness. Helps in managing the stress ( difficulty in meeting deadlines, retirement, transfer, career stagnation, family problems) . Organisations realising “ wholeness ” approach towards employee development (physical, mental, emotional and social well being).

10. Counselling Counselling involves relationship between two persons in which one of them ( counsellor ) attempts to assists the other ( counselee or client ) in organizing himself as to attain a particular form of happiness, adjusting to a life situation , or in short ,self-actualization.

11. Counselling- Meaning Counselling is an interactive process conjoining the counsellee who needs assistance and the counsellor who is trained and educated to give this assistance (Perez,1965) Counselling covers all types of two person situations in which one person, the client , is helped to adjust more effectively to himself and his environment . (Robinson,1950)

12. Counselling- Meaning Counselling is an interaction which (1) occurs between two individuals called counsellor and client ,(2) takes place in a professional setting and (3)is initiated and maintained to facilitate changes in the behaviour of a client( Pepinsky , 1954) Counselling is defined as a way of relating and responding to another person so that he/she is helped to explore his thoughts, feelings and behaviour to reach a clear self-understanding .( Bramer and Shostrom , 1977))

13. Counselling -Meaning Counselling is a dynamic and purposeful relationship between two people in which procedures vary with the nature of the client’s needs , but in which there is always mutual participation by the counsellor and the client with the focus up on self- clarification and self determination by clients ( Wern ) Davis (1977) “ Counselling is related to a method of understanding and helping people who are emotionally upset.

14. Characteristics of Counselling The process of counselling is related to two individuals- the client or the counsellee and the counsellor. The counsellor being a trained person, finds out the problem and its importance in the counsellee's life through skilful questioning . Solution of the problem is arrived through mutual discussion. Counselling focuses on helping the individuals to better cope up with their problems. Counselling is a learning oriented process. Counselling is possible in a cordial and cooperative environment.

15. Functions of Counselling Providing needed guidance, assistance, advice. Release of emotional tension- “ Catharsis ”. Clarified thinking (Encourage more rational and mature thought) . Develop confidence/ courage while dealing with difficulties- (Reassurance) Communication- providing information Facilitate adjustment. Improve the understanding of self . Helps in making right choices. Reorientation-change in goals, values and mental models. Helps in adapting to changes or to a new environment. Helps in overall development and to live productive life. Optimum development and well-being of individual. Contributes to Organisational Development.

16. Goals of counselling 5 Major Goals of Counselling Facilitating behaviour change in client Improving relationships Establishing and maintaining relationships by improving self-image Enhancing coping skills Promoting Decision making Facilitating the client’s Potential and development Seeks to maximize an individual’s possible freedom within the limitations set by himself and his environment and maximize individual’s effectiveness by giving him control over his environment and responses within him.

17. Types of Counselling Based on counsellor’s direction Directive Counselling ( Counsellor Centered) Non- directive Counselling ( Counselle Centered) Eclectic Counselling ( Combination of both) Based on focus Problem- solving counselling Interpersonal counselling Psychodynamic counselling Focuses on client’s past experiences or other unconscious processes to interpret current behaviour Based on Medium Face- to-face Telephonic Online Counselling

18. Directive counselling It is also known as prescriptive/ Counsellor-centered/ authoritarian Approach approach of Counselling. Advocated by E. G. Williamson. Counsellor plays a leading role & uses a variety of techniques to suggest appropriate solutions to the counselee's problem by interpreting ,informing, explaining, and advising. The counsellor is active & help individuals in making decisions & finding solution to their problems. The counsellor believes that the client have limited capacity to analyse the situation and take an appropriate decision.

19. Directive counselling   Advantages of the directive counselling approach This approach save time. Best method for less matured/ less intelligent client Limitations of the directive counselling approach It makes the counselee over dependent on the counsellor. Sometimes the counsellor lacks correct information regarding the counsellee, leads wrong counselling. It does not guarantee that the counselee will able to solve the same problem on his own in future.

20. Non-directive Counselling Developed by Dr. Carl. B. Rogers. It is a counselee-centered /patient-centered/ client-centered approach. It is also known as the permissive counselling approach where the counselor's role is passive & the counselee’s role is active . The counselee makes the final decisions as individuals have full right to make final decisions for the self & solve their problems. The counsellor has to accept the counselee’s capacity to make adjustment & adapt.

21. Non Directive counselling Advantages of nondirective counselling approach It is a slow but sure process to make an individual capable of making adjustments. Avoids all laborious & difficult tests. It removes emotional block & helps an individual bring repressed thoughts on a conscious level thereby reducing tension. Limitations of nondirective counselling approach It is a slow & time-consuming process. One cannot rely upon one’s resources, judgment & wisdom as the patient is immature in making the decision himself. It depends too much on the ability & initiative of the patient. Sometime difficulty to control pace of the interview discussion. It require high degree of motivation in the patient

22. Eclectic Counselling Advocated by F.C Throne(1950). Eclectic Counselling is a type of counselling which is neither counsellor centered nor client centered; but a combination of both( Directive and No-directive Counselling). Here the counsellor is neither too active as in directive counselling nor too passive as in non-directive counselling, but follows a middle course. The counsellor enjoys the freedom to resort to directive & nondirective counselling methods. Counsellor usually starts with directive counselling then changes to non-directive counselling .

23. Eclectic Counselling Advantages of eclectic counselling approach It is more cost effective & practical approach. It is a more flexible approach of counselling Limitations of eclectic counselling approach It requires more skilled counselors to handle the dynamic feature of this counselling approach.

24. Types of Counselling Based on counsellor’s direction Directive Counselling ( Counsellor Centered) Non- directive Counselling ( Counselle Centered) Eclectic Counselling ( Combination of both) Based on focus Problem- solving counselling Interpersonal counselling Psychodynamic counselling Focuses on client’s past experiences or other unconscious processes to interpret current behaviour Based on Medium Face- to-face Telephonic Online Counselling

25. Emergence and growth of Counselling Services 1 st stage Job Placement Services (1890-1919) Career Counselling/ Vocational counselling in US. Loss of jobs in the agricultural sector and demands for workers in heavy industry. Focus on Job Placement Innovations in the field of psychology Started the use of psychological test/self assessment in career counselling 2 nd Stage Educational Guidance in Schools(1920-1939) Economic Depression Guidance Movement Vocational Guidance in schools Increased use of psychological tests 3 rd Stage Training of counsellors (1940-1959) Focus shifted to colleges. Training of professional counsellors Counselling and Guidance Training Institutes were established

26. Emergence and growth of counselling Services 4 th Stage Organisational career Development(1960-1979) High unemployment rate Counsellor need to have an understanding on person’s background and at the same time occupational information, vocational guidance etc. Career counselling in organisational settings. 5 th stage Practice Career Counselling and outplacement counselling (1980-1989) Shift from industrial to IT age Emergence of professional private practice counsellor & Outplacement Counsellors 6 th Stage Internationalisation of career counselling, multi cultural career counselling and increasing sophistication in the use of technology (1990 to present) Development of specialities with in the field of counselling Increasing use of telephone, internet

27. Approaches to Counselling / Counselling Techniques There are a number of different approaches used by professional counsellors. The main approaches are Psychodynamic Approach Behavioural Approach Humanistic Approach Cognitive Approach Integrative Approach Each of these has a different theory and ideas underpinning it, and the counsellors using each will approach problems and issues in different ways.

28. 1) Psychoanalytic Approach to counselling Pioneered by Sigmund Freud True knowledge of people and their problems is possible through an understanding of three particular areas of the human mind. The Conscious : Things that we are aware of The Subconscious: Things that are below our conscious awareness but fairly easily accessible. The Unconscious: This is the area of the mind where memories have been suppressed and is usually very difficult to access. Early part of the childhood is the most important in the personality development of an individual. The problems adult individuals experienced as a problem is only the result of repressed complexes (which is unconscious) in his early childhood.

29. Conscious Unconscious Superego Preconscious Id Ego

30. Psychodynamic Approach to Counselling Freud believed that everybody experiences tension and conflict between the three elements of their personalities. The main goal of psychodynamic counselling, therefore, is to help people to balance the three elements of their personality so that neither the Id nor the Superego is dominant.

31. 2) Behaviouristic Approach to Counselling All behaviours (adjusted or mal-adjusted) are primarily learnt in the same manner and can be modifiable by using suitable learning principles. More concerned with the treating present symptoms rather than diving deep in to the case history of the client. Steps involved Identify the undesirable / unwanted/ maladjusted/ maladaptive behaviour . Careful analysis of the maladaptive behaviour. Elimination of the maladaptive behaviour using appropriate operand conditioning procedures (positive, negative, avoidance, punishment).

32. 3) Humanistic Approach or Person- Centered Counselling Carl Rogers is known as the founder of Humanistic/ person- centered approach to counselling. Also known as non-directive counselling/ client centered counselling. Human Beings are growth oriented and tend towards self-actualization. Each person has a unique potential for growth and the task of the counselling is to facilitate the fulfilment of human potential. Client can overcome the disordered behaviour by increasing their self- awareness.

33. Techniques of Counselling 4. Cognitive Approach Instead of focusing on actions (like in Behavioristic Approach), cognitive theory examines how people's thoughts/ thinking pattern about oneself, the world and other people influence their behavior. 5. Integrative Approach As the name suggests, integrative theory synthesizes behavioral, cognitive, and humanistic theories, among others.

34. Counselling Skills

35. Verbal and Non-Verbal Communication The entire process of counselling depends on the open and honest interaction between the counsellor and client. Components of Communication (Mehrabian,1972) Communication Component Percentage Expressed Gestures/ Expression 55% Tone of the voice 38% Words 7% Total Communication 100%

36. Non-Verbal Communication in Counselling Counsellors must be Skilful at observing and responding to non verbal messages of clients. They must be aware of the impact of their non verbal behaviour on the client during the counselling process.

37. Modalities of Non-Verbal Communication Gazda et al.(1991) have categorized non-verbal communication in to three modalities as an aid in developing awareness and observation of non verbal communication Non -verbal communication using time Non- Verbal communication using the body Non- Verbal Communication using the environment

38. Non -verbal communication using time- Chronemics Non-Verbal behaviour Indicates the following Promptness or delay in recognizing the presence of another or in responding to his/her communication Ignorance : No expressions on the face while the client is expressing his or her concerns Recognition : Responsive face breaking in to a smile Amount of time another is willing to spend communicating with a person Willingness: warm smile and calm expressions Unwillingness : stiff/rigid/ stern facial expressions Relative amount of time spent on various topics Interest: if more time spent by counsellor in discussing the concerns of the client Lack of interest: if the counsellor seems to be in hurry or is busy with his own tasks

39. Non- Verbal communication using the body- kinesics Non-Verbal Behaviour using eye Steady gaze Firmness and attention Covering eyes with hand Avoidance Using skin perspiration Impatience or anger Blushing Embarrassment Using posture Looking at floor, head down Shyness or embarrassment Crossed legs Impatience or withdrawal Using facial expressions Wrinkled forehead Worry or tension Biting lip Nervousness Self-inflicting Gestures Nail biting Nervousness or anxiety Playing with button, hair, clothing Lack of attention, restlessness Using signals or commands Pointing Accusing Nodding head from left to right Disapproval

40. Non- Verbal Communication using the environment Distance Distance widens gradually Want to move away Moves away when the other moves towards Avoidance Distance narrows gradually Want to come closer Arrangement of physical Setting Untidy, haphazard Careless Neat –well ordered Well organised Clothing Bold Confident stylish Extravagant

41. Interpretation of Non- Verbal Communication Provides counsellor with additional information about the clients thoughts and feelings Non Verbal communication need to be viewed simply as a clue to individuals underlying feelings and motives rather than as a proof of them . The meaning of non-verbal communication also varies among societies , and cultures and the counsellor should be sensitive to these differences.

42. Interpretation of Non- Verbal Communication Counsellor: Client: Counsellor: Client: Counsellor: Client: By bringing the non-verbal communication to the client’s awareness, the counsellor encouraged the client to share more important and personally relevant unspoken feelings “Are you aware that you break out in a rush every time we discuss your relationship with your husband?” “I suppose I just get terribly anxious when we discuss my marriage because I feel guilty that I have wanted a relationship with another man” “How are you feeling today?” “Oh, fine. Everything ‘s just fine” “You didn't look as though you felt good as you walked in to the office. You were holding your head down and staring at the floor and now you seem to be avoiding my eye contact” “Well, I guess it’s difficult for me to talk about how depressed I feel” Interaction:1 Interaction:2

43. The counsellor’s Non-Verbal Message Attending Behaviours Eye contact Maintain a good eye contact with the client Adopting an open posture Counsellor should avoid communicating a lack of involvement through crossed leg and arm position Facing the person direclty The physical environment should allow counsellor and client to face each other with out a table between them. A posture directly facing the client promotes involvement. Leaning Slightly forward Physical proximity is an indicator of involvement Assuming a natural and relaxed Position Counsellor should act as normal and relaxed as possible

44. Verbal Communication Some methods for communicating effectively with the clients include Open-ended leads Open ended leads encourage clients to share their concerns with the counsellor. Open Questions: How are you feeling about that? What kinds of things make you feel sad? Where would you like to begin today

45. Verbal Communication Listening It is the most important skill for effective counselling. The process of tuning in carefully to the client’s message and responding accurately to the meaning behind the message. Skills for restatement of content and reflection of feeling. It promotes within the client a feeling of being understood.

46. Counsellors Verbal Messages Vocal messages give away tremendous clue about true feelings Some of the variations in voice include: Volume , which could be loud or quiet Pace, which could be slow or fast Clarity ,which means pronunciation of words Pitch could be high or ,low or intense or relaxed

47. Verbal Listening Encouragers Short phrases and noises that we make to tell people that we are listening, that we are interested , and that we want them to continue. Eg: Uh-huh, I see, Mmm , Right, Yes etc. Echoing and Key word Repetition Echoing: Repeating the last few words spoken Keyword repetition: Picking out important keywords and repeating them.

48. Echoing and Key word Repetition “Last year’s Chennai conference was not worth the trouble. The hotel was uncomfortable, the conference planners were disorganised, and we sent several Sales-people leaving our office sort staffed. However Ravi doesn't agree with me?” Echoing Ravi doesn't agree with you? Key word repetition The planners were disorganised? Interaction

49. Verbal Listening Reflecting Reflecting is a way of showing understanding ,without agreeing or disagreeing. It demonstrates empathy and unconditional positive regard as well as listening.

50. Reflection of feeling In reflecting a client's feeling, the counsellor listens carefully to the client’s statement and responds by paraphrasing the content of the message, by placing the emphasis on the feeling the client expressed. Client : “My mom and dad fight constantly. I never know what to expect when dad comes home from work.” Counsellor : “It must be pretty scary for you to live with such uncertainty.” Interaction

51. Reflection of feeling Subordinate: (Looking downward) “ I have been asked to apply for that next grade position which was advertised . It looks interesting ( sounding unconvinced). Apparently I have all the qualification necessary. I ought to apply( Annoyed tone of voice)” Reflecting Manager: “ You sound as if you are some-what reluctant about applying for this position, but I feel you ought to because it was requested.”

52. Restatement of content Paraphrase: The ability to restate the content of the client’s message. Client: “ I am so sick of this company. I can hardly get up in the morning to go to office.” Counsellor: “You’ve just about reached your limits as far as your job is concerned.” Interaction

53. Reflecting vs Paraphrasing Reflecting: Reflecting plays back the total message communicated to the counsellor( learned from the client’s words, the sound of their voice, and their body language) Paraphrasing: Paraphrasing plays back just the verbal part of the client’s message Assignment: benefits of active listening, benefits of reflecting for managers( Listeners), benefits of reflecting for the speaker or subordinate, Tips to enhance listening.

54. Silence or Passive Listening One of the basic skills within the counselling process. Silence lets the client know that the responsibility for the success of the session lies on their shoulder. Clients need opportunities to explore their feelings, attitudes, values and behaviour.

55. Summarisation of content/ feeling and emotions Summarisation enables the counsellor to condense and crystallize the essence of the client’s statements . It can further client’s exploration and can also serve as perception check for the counsellor. It helps the counsellor to respond to the emotional component of the client’s experience. Paraphrase ( preceding statement) Vs Summarisation ( covers the total session)

56. Listening Barriers Physical barriers( noise, frequent interruption, uncomfortable seating & environment) Listening for what one wants to hear Personal assumptions, which affect interpretation Emotional reactions Thinking ahead Attitude of the listener State of health

57. Counsellor’s Qualities Analytical ability To track and control the flow of information Judgement To know when to stop Patience To control one’s immediate reactions Warmth To create safe atmosphere Alertness To note non- verbal signals and discrepancies Resilience To tolerate ambiguity and contradictions Trustworthiness To refuse to gossip Restraint To control the urge to talk about oneself Concentration To hear what is implied/ or said openly

58. Counsellor’s Qualities Training To supplement common-sense Self-confidence To allow client to be in charge sometimes Courage To confront when necessary Coolness To know when to reassure, sympathise and when not Firmness To stop the client focusing responsibility on outside sources Integrity To refrain from abusing authority Creativity To shift focus to solutions Sensitivity To connect with others feeling

59. Counsellor Qualities Tolerance Counsellors need to tolerate the behaviour of the client if it doesn't fit in to counsellors own pattern of thoughts or beliefs. Self-Knowledge Interest Liking people

60. The core conditions of Counselling Empathy The ability to understand and share the feelings of another. Usually involves Perceiving Communicating Positive regard Caring for the client for no other reason than the fact that he or she is human and therefore worthy.

61. The core conditions of Counselling Genuineness Characteristics of transparency, realness or authenticity A genuine counsellor behaves in ways that are congruent with his or her self concept and thus consistent across time . Concreteness Is the degree that the counsellor identifies and responds to important problems of the client , while choosing not to respond to small talk, excessive story telling by the client.

62. Module-1 Module 1: Introduction to Counselling Meaning, Functions and Type of Counselling, Goals of Counselling Emergence and Growth of Counselling Services; Approaches to counselling , ,Counselling Skills, Verbal & Non- Verbal communication, Listening Barriers, Counsellor Qualities

63. Assignment-1 Define Counselling Explain the types of Counselling Explain the goals of counselling Explain the approaches in counselling./ Explain the various counselling Techniques Explain the verbal and non verbal skills required for counsellor