Communication Techniques Interview with a Trauma and Torture Counsellor
Lisa Trotter
Communication Techniques: Interview with a Trauma and Torture Counsellor
“Sometimes the story is so horrific, there is nothing you can say and the best thing you can do is just be present and human.”
The following transcript is from an interview with a trauma a torture counsellor who works in an advocacy role to help refugees settle when they arrive in the country. The counsellor has agreed to make this interview publicly available, but would like to remain anonymous.
- Thinking about a typical counselling session, what percentage of the session time do you think you spend listening to your client?
- 80-90%
- How do you actively listen?
- Create an environment so that I can give the client my full attention, ie. quiet, seating comfortable, facing them
- Make sure I am prepared by being familiar with the case and have a plan for the session
- Be present and stay focussed
- How does the client react to you listening?
- They feel like they are being heard and this is very powerful because they might not have told their stories before, not even to relatives
- They can get a huge benefit just from the telling of their story
- Do you paraphrase what your client says to you?
- I do this a lot, I constantly clarify that I have heard it right
- How do you do this? Is this helpful – why?
- I check in because you can get it wrong
- The client feels like they are being heard
- It shows I am listening and trying to understand
- Do you reflect your client’s feelings back to them?
- Yes, but it is difficult culturally if they do not have a concept of counselling
- How do you do this? Is it helpful – why?
- I will comment that they look more cheerful today for example
- It shows that you are aware of their feelings
- It gives the client feedback on how they are at this moment
- I like to reflect changes in their mood over time too, or lack of change which means we must try something else to make some progress
- Do you use questioning to communicate?
- Yes, I use assessment tools
- I ask them questions to see how they are coping
- How do you do this? Is it helpful– why?
- It is mostly good for information gathering, especially about the family and the children
- What are the barriers to communication?
- The biggest barrier is having to use interpreters, it effects the flow, it is a major issue, for example interpreters don’t understand paraphrasing and this has to be explained to them
- I do a lot of home visits, so I often don’t have control over the environment – there can be interruptions with kids, visitors, TV etc.
- There are cultural issues such as not understanding what counselling is, people are suspicious, worried about confidentiality – especially with the interpreter usually from their community
- What type of communication techniques do you use most often? Why?
- Trust is a big thing, so I work hard to gain trust by using a communication style that is friendly and open and I do a lot of listening
- I show an interest in their experience and I make sure that I know a bit about their circumstances and culture and ask them some questions about this to show I am interested
- What type of communication techniques do you find most effective? Why?
- Back to basics – listening. I think that less is better than more. Sometimes the story is so horrific, there is nothing you can say and the best thing you can do is just be present and human
- I use a humanistic approach, the client is in the best position to help themselves, they have extraordinary courage and what they need is support.
- Do you have any other comments about the communication techniques that you use as a counsellor and how effective they are?
- Non-verbal communication is a major technique, particularly creating the right environment
- Creating trust by being on time, being reliable, true to my word etc.
- Careful not to make assumptions about the client and recognise that each client is unique
- Right at the start, I make it clear what my role is, who I am, what they can expect, what I can provide or offer
(This interview conducted and submitted by ACS Counselling student, Lisa Trotter, with the kind permission of the counsellor).