Module 3: How To Onboard Clients & Conduct a Successful Client Session
Once your ministry is established, you will be ready to start on-boarding clients and conducting sessions. In this training module, you will learn how to onboard a new client and how to progress through a client session with both individual clients and couples. Conducting a one-on-one session is completely different from conducting a couples session. I will give you tools and tips for how to effectively execute each type of session. When you first start doing sessions with clients you will go through a phase of being nervous before every session. This is normal and will pass in time as you gain more experience and grow in confidence. As with anything we do, we become really good at what we practice. The more sessions you do, the better you will get. When you get to training module 6 titled, 'Field Experience', you will have the chance to get plenty of practice!
Onboarding Clients
You will want to onboard all new clients through a Contact Information Form (CIF) that they submit online through your website. This means, when you get to the point of building your ministry website, a CIF will need to be included on your site. This form will allow you to gather all the relevant information you need on a prospective counseling client. When someone asks you, "I have a friend/family member interested in working with you, what should I have them do?", instruct them to have their friend/family member submit a CIF to you. Let them know that once you receive their friend's/family member's CIF you will follow-up with them directly from there. Very simple.
Below is a screenshot of what an online CIF looks like:
Below is a screenshot of what an online CIF looks like:
You will want to include the following questions on your CIF. Feel free to customize and tailor your CIF to fit the type of counseling you are providing:
- Name
- Address
- Phone/Cell
- Age
- Martial Status
- When would you like to get started?
- Which day of the week works best for you?
- What time of the day is best?
- What are you currently struggling with?
- What would you like to see change or be different?
- List all medications you are currently taking
- List all professionally diagnosed current conditions
- List all previous counseling, psychiatric hospitalizations, and/or suicide attempts with approximate dates
- Are you a Christian?
- How did you hear about me and my ministry?
- Additional comments
Once you receive a CIF from a new client, go ahead and send them an email suggesting a day/time (based on the information they provided) for their first session. In general, I recommend doing 1 hour sessions so be sure to schedule sessions in 60 minutes time blocks. First session usually run a little longer so plan to go a little longer than 1 hour. After a day/time has been confirmed, send your new client a meeting invite and include a Zoom meeting link (I suggest doing Zoom calls with clients) in the invite. Once their first session has been booked, you have successfully onboarded a new client!
Now that your new client has been onboarded, create a "new contact" for him/her in your contact management tool. This is where you will be taking and saving all of your session notes. In advance of your first session, setup the following outline within their "contact" profile:
Now that your new client has been onboarded, create a "new contact" for him/her in your contact management tool. This is where you will be taking and saving all of your session notes. In advance of your first session, setup the following outline within their "contact" profile:
Client Contact: Sally Johnson
First Session: Wednesday, 2/24/21 @ 2pm EST
Google Search (write down how they found you)
Intention
Treatment Protocol
Homework
Background
Google Search (write down how they found you)
Intention
Treatment Protocol
Homework
Background
How To Conduct a Session: Individual
As mentioned above, I recommend conducting all client calls through Zoom. I suggest audio only for sessions for two main reasons, 1) it will help you stay more focused, and 2) clients say it makes them feel more safe and less exposed. However, it is completely up to you if you decide to add video. Sessions should be 60 minutes, with the exception of your first session may run about 90 minutes. Be sure to set a timer so you know when your session time is up.
Think of your sessions as "verbal walks" taken together with your client. As you take this "walk" with them, let your client choose which direction to go. Your role is to be their "guide" along the way. Remember, you are there to hold space for them where they feel safe, respected, comforted, supported, and encouraged. Never push or force a client to discuss what they are not ready to talk about. You are, in a metaphorical sense, holding their hand as you take this guided inner journey with them.
Think of your sessions as "verbal walks" taken together with your client. As you take this "walk" with them, let your client choose which direction to go. Your role is to be their "guide" along the way. Remember, you are there to hold space for them where they feel safe, respected, comforted, supported, and encouraged. Never push or force a client to discuss what they are not ready to talk about. You are, in a metaphorical sense, holding their hand as you take this guided inner journey with them.
As they talk, "stay in the question". This means, staying curious and keep asking questions. Keep digging until you discover the root cause of their issues/challenges.
You can ask questions like:
Become good at asking great questions. It is all about asking the right questions. When you get to a point in the session where you have asked enough questions and feel it's time to offer a suggestion, different perspective, scripture, story, or some wise advise - then do it. But remember, 70% of your sessions will be you 1) actively listening, 2) letting your client lead directionally, and 3) asking questions; 30% will be you offering direction, suggestions, advise, recommendations, and take-aways. Further, if you notice your client rushes through an answer to your question, or avoids/deflects from answering it, this is an indication that you need to dig into this area a little more (if your client is ready to). You can bring them back to this place by saying, "Let's go back to the question I asked you earlier about how you felt when your husband left you."
You will also want to reflect your client during sessions. This means repeating back to them what you heard them say. This will help your client feel heard and ensures that you understood what they said correctly. For example, you can reflect your client by saying, "Let me repeat what I understood you to say....", then ask them, "Is that correct?" Allow them to provide any correction or clarification.
Use the "power of the pause". When you want your client to keep talking, pause. When there is silence your client will keep talking.
Maintain professional boundaries. Therapeutic relationships are professional. They are not friendships or romantic relationships. Clients should feel a sense of security in knowing that you as their counselor will commit to a consistent experience. This includes avoiding or limiting the amount of self-disclosure you share with clients as possible. Generally speaking, clients shouldn’t have to guess what your boundaries are.
First Session: Call Format
Be on time and ready to listen. Be well rested and clear minded. Conducting a first time session with a new client will be different than all subsequent follow-up sessions. The goal of your initial session with a new client is to gather information about them and their situation, identify their need/goal/intention, and create a treatment protocol. You will want to have completed these three objectives before ending the call. See the suggested steps below for how to conduct a first time new client session:
You can ask questions like:
- Why do you think you feel that way?
- Is there something different you think you could have said in that situation?
- What could you have done differently?
- When did you first start feeling anxious?
- Why do you think you remain in this abusive relationship?
- Do you notice that you tend to be a people pleaser?
- What is it that you fear most about asserting yourself?
- And so on...
Become good at asking great questions. It is all about asking the right questions. When you get to a point in the session where you have asked enough questions and feel it's time to offer a suggestion, different perspective, scripture, story, or some wise advise - then do it. But remember, 70% of your sessions will be you 1) actively listening, 2) letting your client lead directionally, and 3) asking questions; 30% will be you offering direction, suggestions, advise, recommendations, and take-aways. Further, if you notice your client rushes through an answer to your question, or avoids/deflects from answering it, this is an indication that you need to dig into this area a little more (if your client is ready to). You can bring them back to this place by saying, "Let's go back to the question I asked you earlier about how you felt when your husband left you."
You will also want to reflect your client during sessions. This means repeating back to them what you heard them say. This will help your client feel heard and ensures that you understood what they said correctly. For example, you can reflect your client by saying, "Let me repeat what I understood you to say....", then ask them, "Is that correct?" Allow them to provide any correction or clarification.
Use the "power of the pause". When you want your client to keep talking, pause. When there is silence your client will keep talking.
Maintain professional boundaries. Therapeutic relationships are professional. They are not friendships or romantic relationships. Clients should feel a sense of security in knowing that you as their counselor will commit to a consistent experience. This includes avoiding or limiting the amount of self-disclosure you share with clients as possible. Generally speaking, clients shouldn’t have to guess what your boundaries are.
First Session: Call Format
Be on time and ready to listen. Be well rested and clear minded. Conducting a first time session with a new client will be different than all subsequent follow-up sessions. The goal of your initial session with a new client is to gather information about them and their situation, identify their need/goal/intention, and create a treatment protocol. You will want to have completed these three objectives before ending the call. See the suggested steps below for how to conduct a first time new client session:
Step 1 |
When you open the call, welcome your client. Make them feel relaxed. You may also want to open in prayer. |
Step 2 |
Go through their CIF. Make comments and ask questions such as, "So I see you were a referral, who referred you to me?, or, "I see here you never did counseling before, so let me explain how this works.", and so on. Allow yourself to be curious. Ask questions that will help you gain more clarity and understanding about their situation and challenges. |
Step 3 |
Walk the client through what will happen on this call. Explain to your client what they can expect this first session to look like. Let them know that during this initial session they will be doing most of the talking, and you will be doing a lot of listening and note taking. Inform them that you may jump in at times to ask clarifying questions, and depending on what comes up in the session, you may or may not give them a take-away. |
Step 4 |
Start by asking your client to give you an "intention statement". Ask them, "What is it that you hope to achieve or change as a result of the work you do together?" Repeat back to them what you understood their intention to be and write it down in their contact profile. |
Step 5 |
Have them begin sharing. Invite them to share their story, background, problems, and challenges. As they share, be actively listening and take very good notes in their client contact profile. Ask questions and try to identify their areas of challenge. See if you can discover the root issue of their problems. For example, if they mention having resentment towards their mother they could benefit from some forgiveness work. Or, if they mention being a people pleasing they could benefit from learning assertive behavior and how to set boundaries. |
Step 6 |
As your session comes to a close, establish a treatment protocol. Your treatment protocol will be based on what you discovered their root issues are. For example, if their root issue is unforgiveness your treatment protocol could include having them read materials on forgiveness. If they need to learn how to be more assertive and set healthy boundaries for themselves, your treatment protocol could include working them through the "Better Boundaries" book, and so on. You would then communication this protocol to your client and get their agreement. Then, note your plan under the "treatment protocol" heading in their client contact profile. |
Step 7 |
Assign a take-away and schedule your next session. If appropriate, go ahead and assign homework/take-aways from resources you have in your 'ministry tool kit'. Be sure to schedule your next session with them before ending the call. I recommend scheduling weekly sessions with new clients, and then gradually taper down to monthly check-in calls as your clients grows closer towards achieving their original goals/intentions. End your session in prayer. |
Live Example: First Time Session
Listen to the below live one-on-one first time client session. As you listen, see if you can follow along with the call format to see how a real life first time client session is conducted.
Listen to the below live one-on-one first time client session. As you listen, see if you can follow along with the call format to see how a real life first time client session is conducted.
Follow-up Sessions
Before beginning a follow-up session with a client, be sure to review the notes from your last session. See the suggested steps below for how to conduct follow-up sessions:
Before beginning a follow-up session with a client, be sure to review the notes from your last session. See the suggested steps below for how to conduct follow-up sessions:
Step 1 |
Begin by opening in prayer and checking in with your client. Ask how their day is going, if there is anything on their heart they want to discuss, or if they have any updates that they may want to share with you. |
Step 2 |
Review the homework that was assigned. Have them share what they learned. Ask if there were any parts of what they read or listened to that they have questions about. If there was any part of the homework they had trouble with, help them through it. |
Step 3 |
Throughout the session, stay in the question. Practice reflecting your client and offer insights, advise, encouragement, scripture, and suggestions as appropriate. |
Step 4 |
Assign a take-away and schedule your next session. Assign homework/take-aways from resources in your 'ministry tool kit'. Be sure to schedule your next session with them before ending the call. Close your session in prayer... You can lead the prayer or you can invite your client to say the closing prayer. |
Live Example: Follow-up Session
Listen to the below live one-on-one follow-up client session. As you listen, see if you can follow along with the call format to see how a real life follow-up client session is conducted.
Listen to the below live one-on-one follow-up client session. As you listen, see if you can follow along with the call format to see how a real life follow-up client session is conducted.
How To Conduct a Session: Couples
Conducting a couples call is very different that of individual sessions. Your primary role in a couples session is to act as the mediator. You are there to help the couple "hear" each other's pain and need. This may require you to rephrase or clarify what one person is trying to communicate to the other. It also means asking the couple to reflect/repeat what they heard their spouse/partner say. You can help the couple identify their concerns and needs by making a note of their responses in the Couples Call Template you see below. Download this template into your 'ministry tool kit' and use it as a helpful guide during your couples sessions. I recommend screen sharing this during the session to help everyone to stay focused and on track.
Periodically throughout the call you will want to offer suggestions and recommendations. But generally, when facilitating a couples session 70% of what your responsibility is to mediate the communicate between the couple and help them to identify their challenges and needs; 30% of the session you will offer suggestions, insights, and direction. As mentioned in the prior module, it is important to "walk the walk" in your own marriage/committed relationship and be clary on what the scriptures regarding marriage and sex before advising and counseling couples.
When ending a couples session you will want to assign take-aways to couple. Before ending the call, schedule a follow-up session with the couple. I recommend closing in prayer, and if it is a married couple, I suggest asking the husband to lead the closing prayer.
Periodically throughout the call you will want to offer suggestions and recommendations. But generally, when facilitating a couples session 70% of what your responsibility is to mediate the communicate between the couple and help them to identify their challenges and needs; 30% of the session you will offer suggestions, insights, and direction. As mentioned in the prior module, it is important to "walk the walk" in your own marriage/committed relationship and be clary on what the scriptures regarding marriage and sex before advising and counseling couples.
When ending a couples session you will want to assign take-aways to couple. Before ending the call, schedule a follow-up session with the couple. I recommend closing in prayer, and if it is a married couple, I suggest asking the husband to lead the closing prayer.
Live Example: Couples Session
Listen to the below live couples session to hear how a real life couples session is conducted.
Listen to the below live couples session to hear how a real life couples session is conducted.
Have a Question?
At any point during your training you can submit a question to me.
I will respond via email promptly.
If your question requires a more detailed response, I will call you directly.
I will respond via email promptly.
If your question requires a more detailed response, I will call you directly.
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