Module 3: How To Onboard Clients & Conduct a Successful Client Session
In this training module, you will learn how to onboard new clients and progress through a client session with both individuals and couples. Conducting a one-on-one session is completely different from conducting a couples session. You will receive training on how to effectively execute each type of session. Please note, 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, 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 will submit online through your website. When you get to the point of building your ministry website, a CIF will need to be included on your website. A CIF will allow you to gather all the relevant information needed on a prospective counseling client. When someone is interested in working with you, direct them to your website, and ask them to submit a CIF. Below is an example of what an online CIF looks like.
Example: Contact Information Form (CIF)
You will want to include the following questions on your CIF. Feel free to customize your CIF to fit the type of counseling you are providing:
- Name
- Address
- Phone/Cell
- Age
- Martial Status
- How many children do you have?
- 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, send them an email and schedule a session with them based upon the information they provided on their form. Counseling sessions are 60 minutes in duration, with the exception of the first session, which usually runs a little longer. After your new client has confirmed the day/time for their first session, email them a meeting invitation along with a Zoom link (Zoom is recommend for conducting client sessions). Once the 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 or her in your contact management tool (see example below). This is where you will maintain all ongoing session notes. In the notes section of his or her contact profile, you will want to include:
Now that your new client has been onboarded, create a "New Contact" for him or her in your contact management tool (see example below). This is where you will maintain all ongoing session notes. In the notes section of his or her contact profile, you will want to include:
- Date of the first session
- How they found your ministry
- Headings: Intention, Treatment Protocol, Homework, and Background
Example: New Contact Set Up
How To Conduct a One-On-One Session
When conducting a session, think of it as taking a verbal walk with your client. As you take this "walk", 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 to share and explore their innermost thoughts and emotions, while feeling safe, respected, comforted, supported, understood, 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 issue or challenge.
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 a 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, 3) reflecting your client, and 4) asking questions; 30% will be you offering direction, suggestions, advise, recommendations, and take-aways. Further, if you notice your client rushes through answering a question - or avoids answering it altogether - this is an indication that you need to dig into this area a little more. 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."
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 are committed to a consistent experience. This includes avoiding or limiting the amount of self-disclosure you share with clients as much as possible. Generally speaking, clients shouldn’t have to guess what your boundaries are.
As mentioned earlier, Zoom is recommended for conducting virtual client sessions. Doing audio only sessions is also recommended because, 1) it will help you stay more focused, and 2) allows clients to feel less exposed when sharing intimate information during their sessions. However, it is completely up to you if you decide to add video.
- 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?
- Do you feel you are holding onto any unforgiveness?
- 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 a 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, 3) reflecting your client, and 4) asking questions; 30% will be you offering direction, suggestions, advise, recommendations, and take-aways. Further, if you notice your client rushes through answering a question - or avoids answering it altogether - this is an indication that you need to dig into this area a little more. 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."
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 are committed to a consistent experience. This includes avoiding or limiting the amount of self-disclosure you share with clients as much as possible. Generally speaking, clients shouldn’t have to guess what your boundaries are.
As mentioned earlier, Zoom is recommended for conducting virtual client sessions. Doing audio only sessions is also recommended because, 1) it will help you stay more focused, and 2) allows clients to feel less exposed when sharing intimate information during their sessions. However, it is completely up to you if you decide to add video.
First Session Call Format
When conducting your first session with a new client, be sure you are on time, well rested, clear minded, and ready to listen. The goal of your initial session is to 1) gather information about your client's background, 2) understand his or her challenges, 3) identify his or her intention/goal, and 4) create a treatment protocol. By the end of your first session, you will want to have completed these four objectives. See the suggested call format below for how to conduct a first time session with a new client:
When conducting your first session with a new client, be sure you are on time, well rested, clear minded, and ready to listen. The goal of your initial session is to 1) gather information about your client's background, 2) understand his or her challenges, 3) identify his or her intention/goal, and 4) create a treatment protocol. By the end of your first session, you will want to have completed these four objectives. See the suggested call format below for how to conduct a first time session with a new client:
Step 1 |
When you open the call, welcome your client. Make your client 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. [Note: If your client indicates that he/she is a Christian, be sure to explore more about his/her walk and understanding of Christianity. Not all professing Christians are "saved", so you will want to determine if your client is caught up in a false religion (and make your client aware of this) or if he/she is a true believer.] Allow yourself to be curious. Ask questions that will help you gain more clarity and understanding about your client's situation and challenges. |
Step 3 |
Walk the client through what will happen on the call. Explain to your client what the will happen throughout his/her first session. Let your client know that during this initial session he/she will be doing most of the talking, and you will be doing a lot of listening and note taking. Inform your client 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 assign a take-away. |
Step 4 |
Start by asking your client to give you an intention statement. Ask your client, "What is it that you hope to achieve or change as a result of the work you do together?" Repeat back what you understood his/her intention to be, and write it down in his/her client contact profile. |
Step 5 |
Have client begin sharing. Invite your client to share his/her story, background, problems, and challenges. Actively listen as your client begins to share and take good notes in his/her client contact profile. Ask questions, and try to identify any areas of challenge. See if you can discover the root issue of your client's problems. For example, if your client mentions having resentment towards his/her mother, this would indicate he/she is holding onto unforgiveness and could benefit from some forgiveness work. Or, if your client mentions being a people pleaser, this would indicate codependent tendencies (and a possible rejection wound), and he/she could benefit from learning more about assertive behavior and personal boundaries (and possibly healing a rejection wound). |
Step 6 |
As your session comes to a close, establish a treatment protocol. Your treatment protocol will be based on what you discovered your client's root issues are. For example, if you discover that the root issue is unforgiveness, your treatment protocol could include having your client read materials on forgiveness. If you discover that your client needs to learn how to be more assertive and set healthy personal boundaries, your treatment protocol could include working him/her through the "Better Boundaries" book, an audio lesson on "Assertive Behavior", and so on. You would then communicate this treatment protocol to your client, and get his/her agreement. Then, note this course of action under the "treatment protocol" heading in his/her client contact profile. |
Step 7 |
Assign a take-away and schedule your next session. If appropriate, go ahead and assign homework/take-aways from the resources you have in your ministry tool kit. Be sure to schedule your next session with your client before ending the call. In general, I recommend scheduling weekly sessions with new clients, and then gradually taper down to monthly check-in calls as your clients grow closer toward achieving their original intention/goal. End the session in prayer. |
Live Example: First Session with a New Client
Listen to the below live new client first time session. As you listen, see if you can follow along with the call format above to see how an initial session is conducted.
Listen to the below live new client first time session. As you listen, see if you can follow along with the call format above to see how an initial session is conducted.
Follow-Up Session Call Format
When it's time to do a follow-up session with your client, be sure to review the notes from your last session. See the suggested call format below for how to conduct a follow-up session:
When it's time to do a follow-up session with your client, be sure to review the notes from your last session. See the suggested call format below for how to conduct a follow-up session:
Step 1 |
Begin by opening in prayer and checking in with your client. Start by checking in with your client by asking some of the following questions, "How is your day going today?", "Is there anything on your heart that you want to discuss today before we jump into the homework?", or "Are there any updates that you want to share before we begin?" |
Step 2 |
Review the homework that was assigned. Invite your client to share what he/she learned from the homework that was assigned. You can review any writing assignments that were given and see where there can be further discussion based on what they wrote. If there was any part of the homework that your client had trouble with, help him/her resolve any confusion and gain a better understanding of it. If action steps were assigned, hold your client accountable by asking if he/she completed the take-aways. If not, probe further as to why they were not able to complete them. |
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 your client before ending the call. Close the session in prayer, or invite your client to say the closing prayer. |
Live Example: Follow-Up Session
Listen to the below live follow-up client session. As you listen, see if you can follow along with the call format above to see how a live follow-up client session is conducted.
Listen to the below live follow-up client session. As you listen, see if you can follow along with the call format above to see how a live follow-up client session is conducted.
How To Conduct a Couples Session
Conducting a couples session is different from conducting an individual session. Your primary role in a couples session is to act as the mediator. You are there to help the couple "hear" each other's concerns and needs. 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 back) what they heard their spouse/partner say. You can use and screen share the Couples Call Worksheet (example below) to help the couple identify their concerns and needs and to keep everyone on track during the session. [Note: A copy of the Couples Call Worksheet Template should already be saved in your ministry tool kit folder.]
Periodically throughout the call, you will want to offer suggestions and recommendations. Generally, when facilitating a couples session, 70% of your responsibility is to mediate the communication between the couple, and help them to identify their challenges and needs; 30% of the session should be you offering suggestions, insights, and direction. As mentioned in the prior module, it is important to "walk the walk" in your own marriage (or committed relationship), and be clear on what the scriptures teach regarding marriage and sex before counseling couples.
When ending a couples session, assign take-aways to the couple, schedule a follow-up session, and close in prayer.
Periodically throughout the call, you will want to offer suggestions and recommendations. Generally, when facilitating a couples session, 70% of your responsibility is to mediate the communication between the couple, and help them to identify their challenges and needs; 30% of the session should be you offering suggestions, insights, and direction. As mentioned in the prior module, it is important to "walk the walk" in your own marriage (or committed relationship), and be clear on what the scriptures teach regarding marriage and sex before counseling couples.
When ending a couples session, assign take-aways to the couple, schedule a follow-up session, and close in prayer.
Example: Couples Call Worksheet
Live Example: Couples Session
Listen to the below live couples session to hear how a couples session is conducted.
Listen to the below live couples session to hear how a couples session is conducted.
Schedule Your Private Session
Congratulations for making it this far in the course! Now that you are here, email me to schedule a "Training Module 3" session. During our session, we will review what you learned in this module to ensure that you have a firm grasp on how to onboard new clients and conduct client sessions. It is important that you understand this material before progressing to Training Module 4.
Have a Question?
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You can submit a question at any point during the training. You will receive a response via email unless your question requires a more detailed response, then a call will be scheduled.
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