Presented by Lise FindsenB.A. in Psychology and Anthropology

Barcelona, September 2001

QUALITY COUNSELLING USING

THE INTERNET

Overview

• Introduction to Doctor Stop– www.drstop.dk

• Components of high quality counselling• Staff training• Constructive use of archives

Doktor Stop Counselling

• www.drstop.dk • Opened January 2001• Automatic support by e-mail robot• Counselling is provided by Stop-line staff• 10-15 mails are answered every week

Challenges in Written Counselling

• Limited contact ambiguity • Written communication is detached from

its author and the situation • Empathy is expressed with more formality

and distance

Quality Componentsin Internet Counselling:

• Efficient framework– A standardized and quick response procedure

• Individual style:– Formal professional skills – Experience with process-oriented counselling– Empathy

Dual Awareness

• Hearing-dominance yields to sight-dominance

• Writing restructures consciousness • Counsellor needs to master dual awareness

• Converting initial counselling stress to a positive dual awareness dynamics– A phone-free introduction period– Accepting that written counselling takes time

and energy in the beginning– Headphones and good music

Key Facilitators of Dual Awareness Skills

Fear of Writing

• Written counselling can be red by others • Eventual mistakes are permanent• Counsellor´s oral knowledge must be

translated into written knowledge• Not knowing the reaction of the client

creates insecurity

Key Facilitators in Releasing Writing Skills

• Clear priorities and concise instruction sheet

• Practice with training questions• Consult previous answers by mail• Encourage transfer of skills from phone

counselling• Constructive feedback and encouragement

Organizing and Using Archives

DrStopCounselling

RelapsePhysicalProblems

NicotineProducts

Smokingagain after

4 weeks

3 monthscrisis

BloodPressure

Head-ache

How manymonths w/substition

Dependenton nicotine

gum

Structure of Archives

Constructive Use of Archives

• Saves time and promotes good ideas• Helps unblock fear of writing• Functions as an active library of staff

knowledge• Can be used in R&D of information

materials

Goal: High Quality Counselling

Means:– Educating, hiring and training counsellors– Ongoing supervision with Reflecting Teams

– Dual awareness and releasing writing skills– Constructive use of archives