All along, in our training and study, most of us talked about various skills in consultation, that is, how to establish a relationship with visitors, how to clarify their problems, how to analyze and solve their problems, and how to end each or the whole conversation. It's like medical students only know how to do one operation, but if they want to become real doctors, they still have to move from professional study to professional training.
The so-called professional learning means that you have learned the technology in consultation. Whether you can become a professional consultant by this means that you need to participate in the whole consultation process in practice, including all the work before and after consultation.
This is a transition from major to career.
Today's sharing comes from Mr. Jia Jie's online audio course. The content is concise and I believe it will be of great help to novice consultants. Today's content is also about how to complete a complete consulting case as a consultant.
Who's Jia Jie?
Is the chief trainer, career counselor and psychological counselor of Mingguang Education.
Distinguished Lecturer of Senior Seminar for Key Teachers of Employment Guidance in Colleges and Universities of the Ministry of Education
Tsinghua University Student Learning and Development Guidance Center? Consultant supervision
Shanghai Municipal Education Commission's "Professional Life" Career Counseling Room? Consultant supervision
Global Career Planner (GCDF), International Career Coach (BCC)
Works: live clearly: eighteen typical career counseling, don't pretend, in fact, you are not sick: career micro-counseling and happy answering questions, what's more difficult: happy answering 500 cases.
Person in charge of Happy Q&A of WeChat official account
Consultation trilogy
A complete consultation case can be roughly divided into three parts: before consultation, during consultation and after consultation.
I. Prior to the consultation
Step 1: requirement analysis
I don't know if you have the following feelings: when studying psychological counseling, when returning to China on holidays, or when meeting strangers on the road, the following dialogue scenes often appear:
The other person asked: What do you do?
You said: Oh, I'm a consultant.
The other party then asked: What are you consulting?
You answer: I am a consultant in the field of psychology and career.
The other party often says: hey, then give me advice.
Consulting this job, like selling goods, the first step is not to sell our goods to customers in a hurry, but to see if we can meet the needs of customers. Customer demand analysis, such as answering hotline calls, replying to visiting emails or reception at the front desk, is mainly completed by consulting assistants and practicing consultants.
There are two purposes of this stage of work: first, we should judge whether the question raised by this person belongs to our scope of work; Secondly, if yes, whether he/she is willing to accept our service; If not, how to make a reasonable referral?
Next, how do we receive? Generally speaking, the reception work before consultation can be roughly divided into three types:
-Answer the hotline: We will say, "Hello, this is the XX Consultation Center. What can we do for you? "
-Reply to the visiting email: We will reply "Hello, we have received your email and thank you very much for your trust in us."
If you are visiting directly or brought by your family, we usually say, "Hello, what can I do for you?"
Why do you want to do demand analysis? Mainly distinguish the following four types of problems:
(1) Physical illness-referral to a clinician (somatic symptoms, whether you have been to a regular hospital for examination, not suitable for career counseling)
(2) Psychological problems-consult a psychological counselor (psychological problems are often intertwined with professional problems, pay attention to the differences)
(3) Legal Issues-Submitted to the Legal Department
(4) Other problems-consulting others, or not consulting you.
As shown in the above figure, green represents the acceptable category of occupational problems, and blue represents psychological problems; Red represents the problems that clinicians must deal with.
Therefore, vocational counseling is to help people with mental health live a better life. This is a question of development and promotion. Psychological counseling is to solve the psychological unhealthy problems of normal people, and clinical psychotherapy is to solve the psychological abnormal problems.
But in reality, some psychological problems and professional problems often appear together. How to judge whether a visitor's problem is a professional problem or a psychological problem? Here is a table for everyone. (as shown in the figure below)
For example, it is difficult to be lovelorn. Is it a career problem or a psychological problem?
For another example, I don't know whether to take the postgraduate entrance examination or get a job. I feel very uncomfortable, so I can't sleep. Is this a physical problem or a professional problem?
For example, a bad dormitory relationship makes you anxious. Is this a professional problem or a psychological problem?
You can't simply judge, but compare and summarize through tables. Once it can be quantified, it is clear.
That is to say, by asking visitors the duration of the questions, the degree of pain and the impact of the questions on their social functions, the visitors' questions are comprehensively scored. Those with a total score of less than 3 points belong to occupational problems, those with more than 3 points and less than 6 points belong to the scope of psychological consultation, and those with more than 6 points belong to the scope of clinical psychotherapy.
Of course, people may change their behavior and mood because of their career changes, but there is a certain limit. Therefore, the first step of demand analysis is to clearly know whether the needs of visitors are within the scope of our ability to solve the problem.
Step 2: Service Introduction
The key to this step is to introduce the consulting service, the charging standard and whether the other party can accept it. If the other party can accept it, you can go to the second step and make an appointment to register.
At this stage, we need to introduce our work to visitors, that is, to help visitors solve problems in their career development and help each other live a better life by using professional theory and technology. Therefore, we often pay attention to the following issues: career planning, decision-making difficulties, interpersonal relationships in the workplace, personal orientation, workplace adaptation, target management, role balance and so on.
In the step of booking registration, it is necessary to specify the time for visitors to formally consult, and issue personal information registration forms to visitors, which is what we call information storage, and let visitors sign informed consent forms to clarify the rights and responsibilities of both parties in consultation.
Finally, establish a visitor consultation file.
To sum up, this is the preparatory work before consultation, which is divided into five steps.
Step 1: requirement analysis
Step 2: Service Introduction
Step 3: Make an appointment for registration.
Step 4: information storage
Step 5: Create a file
Clarify the consultation setting, that is, "Contract Established". Just like two people doing business in partnership, it is very meaningful to clarify the rights and responsibilities of both parties in advance, which will be more conducive to the consultation and cooperation of visitors.
Second, during the negotiation.
Step 1: Establish a relationship
The establishment of relationship is very important, and relationship is the cure factor. Consulting relationship is better than consulting theory.
How to establish a relationship? How should consultants "break the ice" when facing visitors?
The following are the opening remarks I often use in the consultation process:
"Hello, XXX. First of all, I would like to thank you for your trust in me and your support and cooperation in the previous consultation preparation.
My name is Jia Jie. You can call me Mr. Jia. What should I call you in the next conversation, which will make you feel more natural?
Yes, I see. Let me say a few words before we discuss.
I want to emphasize once again the confidentiality principle of consulting with you, that is, all the consultation contents and the whole consultation process, as well as the information and materials you provided before, are confidential. Then, also during the consultation process, I hope you will keep the personal information and materials I shared with you confidential. Therefore, the confidentiality between us is mutual.
At the same time, since it is a career consultation, we should also abide by three principles in the process of consultation. The first principle is to be positive and push the problem in a good direction. Second, it can be controlled. In other words, everything we think is under our control. Third, ecological balance, the so-called ecological balance, means that all solutions to problems should not be based on the premise of hurting others and destroying society. Of course, these are also reminders. If the above problems appear in the consultation process, I will remind you in time.
We often say that any problem does not take a day or two to form, so the solution of the problem needs a discussion process. It's x point and x minute, and the next hour is yours. As we only have an hour or so today, we will focus on one issue.
I read your career counseling admission form, and the reason why you are confused about counseling is XXXXX. So today, we will use the next 1 hour to pay attention to the problem you want to solve-xxxxx. "
The above prologue includes five parts: thanks, trust, invitation, confidentiality, three principles, time agreement and topic selection.
This process needs to be justified, humble, natural and sincere, and always remain flexible and open.
Step 2: Clarify the problem
The next step is to clarify the problem, which is what we call "seeing the sun through the clouds" and the stage of "looking, listening and asking" in medicine. Through the visitor's presentation of his own problems, current feelings and his own entanglements, we can find out what is the core career problem behind him.
In the eyes of consultants, visitors' problems are often nothing more than the following six categories:
Is it a mismatch?
Is it because of imbalance?
Is it because of maladjustment? ?
Or is it because it is difficult to make a decision?
Or is the visitor's learning ability not enough?
Or is his self-worth realized?
At this stage, the consultant should have assumptions, but not preconceived conclusions. Keep an open and critical attitude towards the current judgment.
No matter what assumptions we have, we must explain them to the visitors. Only when the visitor agrees with us can we clarify her question.
In the doctor's profession, diagnosis is more important than medication. Similarly, in the field of consultation, clarification is more important than intervention. Only when the medicine and the disease are symptomatic can the medicine get rid of the disease, otherwise, the result is just the opposite.
Step 3: Analyze the problem
First of all, according to the nature of the problem.
For example, can't make a decision, is it because the other party has insufficient information, can't make a decision or is it a problem of original cognition?
Second, according to the characteristics of visitors to analyze.
Third, judge according to the personal experience of the consultant.
When analyzing problems, we and visitors clearly know what we can and can't do. It is the consultants and visitors who can change in the end, not the outside world except you.
Step 4: Solve the problem
Teacher Jia Jie gave six effective methods to solve the problem:
1, evaluation and explanation (choose the appropriate theoretical framework and find the corresponding solution to the problem).
2. Guide multi-role balance
Step 3 Estimate positive adaptation
4. Learn and shape yourself.
5, rational decision-making
6. Increase effective actions?
From this perspective, consultation is professional chat!
Step 5: End the consultation.
In the usual consultation, you can end the consultation with the following words:
"Consultation about, we * * * together to make a general review of today's consultation.
Today's consultation is to solve the problem of XXX. For today's consultation, I summarize it in several aspects, one, two and three. Then I want to know if you have any questions about my summary.
Thank you again for your trust. Today's consultation is over. "
Ending the meeting is also divided into four steps: thanking the trust, summing up the value, answering the questions properly, and ending the consultation (agreeing to feedback). Only after all the statements are completed can we consider a complete consultation to end our speech.
Third, after consultation
Write a consultation report and send it to visitors within a week.
Result feedback, career counseling feedback form, rating consulting service.
Statistical analysis: See which typical problems are concentrated.
Archives management: archive the completed consulting cases for subsequent reference and research.
At the end of the article, I recommend several classic books about consultation.
Thank you for your time.
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WeChat official account ID: career planning and mental growth (EmilyDONG_20 16)
Zhihu, Douban and Yi Psychological ID: Emily Dong.