Thesis About Call Center Agents

When working with all clients there is a need as a practitioner to use techniques that incorporate, promote a therapeutic relationship. While these may be presented differently with each client the practitioners need to be using three main skills. These are using Unconditional positive regard, being genuine with clients always and while you may not have waked in a similar situation as your client, the use of empathy supports the therapeutic relationship.

The whole reason for a therapeutic relationship is to facilitate a successful patient outcome. Each person is unique and has different needs.

Therapeutic relationships ease and comfort a client`s mind. A full-bodied therapeutic relationship fosters a comfortable environment constituting contentment, thus decreasing anxiety levels (Gardner,

The foundation of therapy starts by building rapport with the client and applying strategies when necessary to overcome a variety of barriers. It is imperative to have rapport with a client and to be aware of barriers to facilitate a good treatment outcome. This will take practice and the use of methods and strategies ready to be implemented when needed. There are many components to building a good client rapport such as: intimacy, vulnerability, exploration of inner challenges, self-awareness, staying present; inner resiliency, empathy, anxiety management, and self-integration, and relationship acceptance. The two types of barriers are internal and external and this is for both the client and the therapist. The common barriers to rapport are countertransference and transference. Strategies for overcoming barriers are: Pause Moment and self-awareness. It also requires skills such as being genuine, sensitive, open, and

As previously mentioned, it is thought that engagement and understanding are key elements involved in creating and maintaining a therapeutic relationship (Orlinskey et al 1994). Throughout the risk assessment I checked the patients

Communicating therapeutically typically uses a combination of techniques such as empathy, touch, active listening, clarifying and open-ended questioning as noted by Day, J., Levett-Jones, T., & Kenny, R. (2015). Ultimately, it aims to create a space in which the

Collaborative therapy approach was founded by Harlene Anderson, Harry Goolishian and Tom Andersen. Their approach required the client and therapist to engage in a two-way dialog to examine and create a positive understanding to the client’s situation (Gehart, 2014). Creating a positive understanding and meaning can be done with the help of the therapist and sometimes a reflection team. The therapist and reflection team try to help the client shift their meanings and beliefs. Once that is done the therapist and client starts the restructuring process by changing the client’s behavior and interactions. Collaborative therapist have identified ways to help the client solve concerns by helping the client to stabilize, normalize,

According to Merriam-Webster, the definition of a relation is “a state of being mutually or reciprocally interested,” which relationship is a connection by the way the of relations (Relation, 2017). Since the term relationship is defined, therapy is then a process with a purpose; for example, the resolution of clients’ problems. To achieve the treatment that the patient needs, the innovative approach must attain the goal for the patient’s point of mutual interest with the therapist, who also has a common interest in resolving the patient’s problems. Addressing the patient’s problems means accomplishing some changes in the way the client perceives, thinks, feels, sees their reality. This small detail requires active participation from the

Therapeutic sessions assist in enhancing the member’s individual’s thoughts as well as those they are building relationships with. The support that they have from family, friends, significant others and the community is essential in their well-being as interactions with others are crucial for development of a sense of self (Meyer, 2003).

The purpose of this essay is to reflect on a positive therapeutic interaction that I observed in practice on my placement. Firstly I will give a brief summary of the situation that I observed, followed by evidence that will be supporting why I considered to be a positive interaction, reflecting on what I observed, including feelings and thoughts, also what I have learned by observing and how I can apply my finding to my next practice.

The solution to this problem of customer service was to let women handle the telephone operations switchboard. Emma Nutt was the first woman hired as a telephone operator and she was a success, “ [She] was patient and soothing and spoke in a cultured voice. She was such a success that women rapidly replaced boys.” (Landrigan) Also it is important to keep in mind that “Nearly a century after Nutt first connected a call, switchboards remained almost entirely staffed by women.” (Latson) Merely hours after Nut was hired her sister was hired alongside with her. The it became a boom of women in this workplace field.

Therapeutic relationship is defined as the collaboration and attachment between the client and therapist that focuses on meeting the health care needs of the client (Bordin, 1979). In this relationship, the therapist without prejudice shows Empathy, insight, understanding and acceptance of the client. Duan and Hill (1996) defined Empathy as “feeling into” the experience of the client. Over the years, the research evidence keeps piling up, and indicating a high degree of Empathy in a Therapeutic relationship is possibly one of the most potent factors in bringing about positive outcome in the therapy

Research has shown that a strong therapeutic alliance is necessary for establishing a beneficial contact between the therapist and the client. If the therapist does not encourage the creation of a reliable therapeutic alliance from the beginning of the treatment, it will be hard to develop a constructive relationship with the client later. Establishing the therapeutic alliance will increase the chances of achieving the goal of the treatment because the clients will be willing to cooperate if they trust and respect the therapist. Clients are not likely to cooperate with therapists who impose their authority aggressively. Instead of imposing their authority on the patient, therapists should develop work with their patients by

The Therapeutic communication video began with the group stating their personal interpretation of therapeutic communication. It was agreed upon as a two-way process that involved the patient and the interviewer. It is centered on the patient and intended to achieve specific goal set for the patient. The professional relationship is to be firmly

There are many variables that influence the success of therapy for the client, none more so than the therapeutic relationship. The therapeutic relationship is defined as the strength and collaborative relationship between the client and therapist that emphasises mutually agreed goals and tasks within the context of a strong affective bond (Horvath, 1994.) In the therapeutic relationship, the clinician offers care, touch, compassion, presence, and any other act or attitude that would foster healing, and expects nothing in return (Trout, 2013.) Some clinicians believe that the “therapeutic relationship is a precondition of change, others as the fertile soil that permits change, while others see it as the central mechanism of change itself” (Norcross, 2010.) This is not to devalue other variables that impact the success of the therapy such as client involvement and the treatment method.