TTLV: Some basic counseling skills of telephone-based psychological counselors at the Window of Love 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 number for student admission:Decision No. 3379/2017/QD-XHNV-DT, dated December 19, 2017, of the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.

6. Changes in the training process:Are not

7. Thesis TitleSome basic counseling skills of telephone-based psychological counselors at the Window of Love Center.

8. Major:PsychologyCode: 60310401

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

10. Summary of the thesis results:

The listening skills of the psychological counselors working at the Love Window Center are at a fairly good level. While all counselors use listening skills, they haven't yet reached a level of proficiency or fluency.

The empathy skills of the psychological counselors working at the Window of Love Center are at a fairly good level. The counselors use empathy skills during counseling, putting themselves in the client's shoes to understand and empathize with the emotions the client is experiencing, helping the client alleviate their feelings; however, they have not yet been able to highlight the positive qualities of the client.

The skill of handling silence is underutilized in the work of telephone counselors and is only at an average level. Counselors can identify silence but do not have the steps to address it.

Factors believed to influence the application of counseling skills during the counseling process can be divided into two groups: objective factors (internet connection, fees, voice, surrounding environment, etc.) and subjective factors (training, work mood, self-learning, dress style, etc.).

Some measures to improve the basic counseling skills of telephone-based psychological counselors at the Love Window Center include: improving the quality of the internet connection, redesigning the workplace, establishing clear dress code regulations, recruiting individuals with formal psychological training, inviting shift supervisors, encouraging self-improvement of counseling staff's knowledge and skills, and arranging specific work schedules.

11. Practical applications:

Based on the results obtained from theoretical and practical research, this thesis provides an overview of the basic counseling skills of telephone-based psychological counselors at the Window of Love Center, as well as the factors influencing these basic counseling skills. From this, it proposes measures to improve the basic counseling skills of counselors, contributing to enhancing the effectiveness and quality of counseling in the working process between counselors and clients. The Center's management will have a comprehensive view of the level of counseling skills of the counselors working at the facility, understand the causes, and implement measures to improve counseling effectiveness.

12. Future research directions:Are not

13. Published works related to the thesis: Are not

INFORMATION OF MASTER'S THESIS

1. Full name:Currently taking the exam.2. 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:JournalCode: 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