Staff in a variety of professions often deal with distressed clientele, and find themselves unexpectedly engaged in conversations that stretch a worker’s capacity beyond the scope of their role.
At Associated EAP, our administrators commonly find ourselves challenged by emotionally-elevated conversations with clients, and can very easily find themselves slipping into the role of Accidental Counsellor.
So how do we manage and navigate these situations appropriately and safely?
1. Listen kindly & express compassion.
When we speak to clients that are distressed and seeking emotional support beyond the scope of our training, our first strategy is to lend a compassionate ear.
We focus on actively listening which involves being fully present and not offering advice. Often our clients are simply needing to debrief how they are feeling to a non-judgemental and empathetic ear.
2. Remember the confines of your role and refocus the conversation.
We at Associated EAP know that if we don’t set our boundaries clearly it can cause harm to both ourselves and the client.
So when we find ourselves in the role of accidental counsellor, our administrators attempt to refocus the conversation to what we can do for the client. In our case, that is gently re-orientating them to choose an appointment time.
3. Refer to a professional counsellor.
It is important to be honest with yourself and your client regarding the scope of your ability to assist them. Remember, if you are faced with a mental health concern beyond your capabilities, and find yourself falling into the Accidental Counsellor role, it is always better to recommend professional help.
A wealth of information and professional referral networks exist online (or your staff can always reach out to us for advice). Well regarded support services includes:
Remember: If your customer is in crisis, call 000 or take them to the Emergency Department of your nearest hospital.
4. Look after yourself.
The calls we receive can be emotionally draining and complex, sometimes leading to a personal impact on us. Holding stress in the body can not only have a mental impact but can also cause physical reactions (van der Kolk, 2014). It is important that we practice self care through the use of healthy techniques that prevent us from holding stress and causing burnout.
Some techniques that we implement for ourselves include:
- Visualise closing a heavy door to symbolise the end of your working day. This simple act creates a mental boundary – helping you to detach from work-related stress and shift your focus to personal time.
- Engage in exercise and activities you enjoy.
- Debrief to a friend or colleague. Beware of negative debriefing and falling into a continuous cycle of accidental counselling. If something does become too much for you to handle, speak to your supervisor.
Whilst it is important and valuable to emotionally support your clients there may be a point where it surpasses your role’s scope. When you aren’t a professional counsellor, providing empathy with boundaries and practicing self care can make it easier to support someone without crossing inappropriate boundaries.
If your staff are regularly faced with emotionally-elevated conversations and are often finding themselves slipping into the Accidental Counsellor role, Associated EAP offers a Accidental Counsellor training to support staff successfully navigate these situations appropriately and safely.
Sources:
[1] van der Kolk, B. A. (2014). The body keeps the score: Brain, mind, and body in the healing of trauma. Viking.
