TTLV: Some basic counseling skills of psychological counselors over the phone at the Love Window Center

1. Student's full name:Dang Thi Lien2.Gender: Female

3. Date of birth: 11/03/1995

4. Place of birth:Tung Loc - Can Loc - Ha Tinh

5. Decision to recognize student number:3379/2017/QD-XHNV-DT, dated December 19, 2017 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi

6. Changes in the training process:Are not

7. Thesis topic name: Some basic counseling skills of psychological counselors over the phone at the Love Window Center.

8. Major:PsychologyCode: 60310401

9. Scientific instructor:Assoc.Prof.Dr. Pham Thi Thu Hoa

10. Summary of thesis results:

The listening skills of the psychological counselors working at the Love Window Center are at a fairly good level. The counselors all use listening skills but have not yet reached a level of proficiency and fluency.

The empathy skills of psychological counselors working at the Love Window Center are at a fairly good level. Counselors use empathy skills during the counseling process, can put themselves in the client's shoes to understand and sympathize with the emotions that the client experiences, helping the client to ease his or her feelings; but have not yet pointed out the positive values ​​of the client.

Silence handling skills are rarely used in the work of telephone counselors and are only at an average level. Counselors only recognize silence but do not have steps to handle silence.

Factors that are believed to influence the application of consulting skills during the consulting process can be divided into two groups of factors: objective factors (transmission lines, fees, voice, surrounding environment...) and subjective factors (training, working mood, self-learning, dressing style...)

Some measures to improve the basic counseling skills of telephone psychological counselors at the Love Window Center include: improving the quality of the transmission line, redesigning the workplace, clearly regulating the dress code, recruiting people with formal training in psychology, inviting shift supervisors, self-improving the knowledge and skills of counselors, and arranging specific working hours.

11. Practical application:

With the results obtained from the theoretical and practical research process, the thesis has provided an overview of the basic consulting skills of psychological counselors via phone at the Love Window Center, as well as the factors affecting these basic consulting skills. From there, measures are proposed to improve the basic consulting skills of counselors, contributing to improving the effectiveness and quality of consultation in the working process between counselors and clients. The Board of Directors of the Center will have the most comprehensive overview of the level of consulting skills of counselors working at the facility, know the causes and have measures to improve the effectiveness of consultation.

12. Further research directions:Are not

13. Published works related to the thesis: Are not

INFORMATION OF MASTER'S THESIS

1. Full name:Taking the Test2. Sex:Female

3. Date of birth: 11^thMarch 1995

4. Place of birth:Tung Loc – Can Loc – Ha Tinh

5. Decision of student recognition No:3379/2017/QD-XHNV-DT, dated December 19, 2017 of the Director of University of Social Sciences and Humanities – Vietnam National University, Hanoi.

6. Changes in training course:No

7. Official thesis title:Some basic counseling skills of telephone psychologist counselors at the Love Window Center

8. Major:PsychologyCode: 60310401

9. Supervisors:Prof. Dr. Pham Thi Thu Hoa

10. Summary of the findings of the thesis:

The listening skills of the psychological counselors working at the Love Window Center are quite good. The counselors all use listening skills but have not reached the level of fluency.

The empathy skills of psychological counselors working at the Love Window Center are quite good. Counselors who use empathy skills in the consultation process can walk in the clients' shoes to understand and sympathize with the emotions the clients experience to help them relieve their hearts; But, they barely indicate any positive values ​​of the clients.

The quiet handling skills are rarely used in the process of working by telephone psychologist counselors and it is only at a moderate level. The psychologist counselors can only recognize the silence but there are no steps to handle the silence.

Factors thought to affect the application of consultation skills in the consultation process can be divided into two groups of factors: objective factors (transmission lines, fees, voices, surrounding environment ...) and subjective factors group (training, work moods, self-learning, dress styles ...)

Some measures to improve the basic consulting skills of telephone counseling staff at Love Window Center include: transmission improving quality, redesigning the workplace, clear regulations about dressing style, recruiting people who are well trained in psychology, inviting skilled staff or managers to supervise shifts, self-improving knowledge and skills of counselors, arranging specific working time

11. Practical applicability

With the results obtained from the process of theoretical and practical research, the skills thesis provides an overview of the basic counseling of telephone psychologist counselors at the Love Window Center, as well as the factors affecting these basic counseling skills. From which the thesis proposes measures to improve the basic consultation skills of counselors, contributing to improving the efficiency and quality of consultation in the process of working between counselors and clients. The Board of Directors of the Center shall have an overview of the level of consultation skills of counselors working at the Love Window Center office, know the causes and take measures to improve the effectiveness of consultations.

12. Further research directions:No

13. Thesis-related publications:No