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 you do, you will become really good at what you 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 under the 'Contact' tab on your website. A CIF will allow you to gather all the relevant information needed on a prospective client in advance of their first session. When someone is interested in working with you, direct them to your website, and ask them to submit a CIF (see example below).
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 or Relationship 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?
- Do you prefer your Zoom sessions to be audio only or with video?
- 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
- Include a confidentiality and indemnification clause at bottom of CIF (see verbiage below)*
*It is recommended you add a confidentiality and indemnification clause (example below) at the bottom of your CIF. Include a checkbox for your potential client to check that states "I have read and agree to the clause above". To see an example, click here and scroll to the bottom. Feel free to use the verbiage below on your own site.
Confidentiality and Indemnification Clause: The counseling provided through this ministry is offered by a trained counselor INCLUDE ANY ADDITIONAL COUNSELING DEGREES/CERTIFICATION YOU HAVE and not by a state licensed counselor. Any advice, suggestion, or recommendation provided through this ministry is based upon biblical principles and should not be considered professional legal, financial, medical, psychiatric, or technical advice. Therefore, if you have a significant legal, financial, medical, psychiatric, or technical need, please seek assistance from an independent licensed professional, accordingly. Confidentiality is an important aspect of the counseling process, and the information you entrust to this ministry will be carefully guarded and not shared outside of this ministry. I acknowledge that any advice, suggestion, or recommendation made through this ministry will be acted upon by my own volition and free will. I take responsibility for all decisions and choices I make based on the counsel I receive through this ministry. I further promise and agree to indemnify and release NAME OF YOUR MINISTRY, and YOUR NAME, of any and all liability arising from any known, unknown, or any unanticipated damages to myself, others, or property caused by the decisions and choices I make as a result of the counsel I receive through this ministry. I am fully aware of, understand, and agree to all the terms and conditions of this release and indemnification provision, and that it is binding and enforceable by law.
New Client
Once you receive a CIF from a new client, send them an email and schedule a 60-minute initial counseling session. After your new client has confirmed the day and time, email them a meeting invitation along with a Zoom link for the session (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:
- 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 his or her "guide" along the way. Remember, you are there to hold space for your client to share and explore his or her innermost thoughts and emotions. You want to create an atmosphere in each session where your client feels safe, respected, comforted, supported, understood, and encouraged.
Never push or force a client to discuss what he or she is not ready to talk about. You are, in a metaphorical sense, holding your client's hand as you take this guided inner journey together. As your client talks, "stay in the question". This means, staying curious and keep asking questions. Keep digging until you discover the root cause of your client's 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 he or she said correctly. For example, you can reflect your client by saying, "Let me repeat what I understood you to say....", then ask, "Is that correct?" Allow him or her 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.
- 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?
- Why do you think you feel so far from God?
- 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 he or she said correctly. For example, you can reflect your client by saying, "Let me repeat what I understood you to say....", then ask, "Is that correct?" Allow him or her 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.
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. React to your client's responses with curiosity, 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 your client's situation and challenges. Note: If your client indicates that he or she is a Christian, explore more about his or her understanding of Christianity. Remember, not all professing Christians are "saved", so you will want to determine if your client is caught up in a false religion. |
Step 3 |
Walk the client through what will happen on the call. Explain to your client what the first session will look like. Let your client know that during this initial session he or she will be doing most of the talking and you will be doing a lot of listening and note taking to gain a better understanding of his or her background and challenges. 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 homework or take-aways. |
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 your client's intention to be, and write it down in his or her client contact profile. |
Step 5 |
Invite client to begin sharing. Invite your client to share his or her story, background, problems, and challenges. Actively listen as your client begins to share, and take good notes. 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 or her mother, this would indicate your client 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 or 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 your client through the Better Boundaries book, listening to an audio lesson on assertive behavior, and so on. You would then communicate this treatment protocol to your client, and get his or her agreement. Then, note this course of action under the 'Treatment Protocol' heading in the client's contact profile. |
Step 7 |
Assign a take-away or homework, and schedule your next session. If appropriate, go ahead and assign a take-away or homework from the resources 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 or bimonthly sessions with new clients, and then gradually taper down to monthly check-in calls as your client achieves his or her intentions and goals and requires less support. End the session in prayer. |
Live Example: First Session with New Client
Listen to the below live first time session with a new client. 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 first time session with a new client. 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 or take-aways that were assigned. Invite your client to share what he or 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 your client wrote. If there was any part of the homework that your client had trouble with, help him or her resolve any confusion and gain a better understanding of it. If action steps were assigned, hold your client accountable by asking if he or she completed the take-aways. If not, probe further as to why your client was not able to complete the take-aways. |
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 or homework, and schedule your next session. Assign a take-away or homework from the 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 screen share the Couples Call Worksheet below during the session to help the couple identify their concerns and needs and to keep everyone on track throughout the discussion. Note: A copy of the Couples Call Worksheet Template should already be saved in your Ministry Tool Kit folder.
Periodically throughout the session, 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/relationship, and be clear on what the scriptures teach regarding biblical marriage, dating, and sex before counseling couples.
When ending a couples session, assign a take-away or homework to the couple, and schedule a follow-up session. Close in prayer, or invite the male client to close in prayer.
Periodically throughout the session, 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/relationship, and be clear on what the scriptures teach regarding biblical marriage, dating, and sex before counseling couples.
When ending a couples session, assign a take-away or homework to the couple, and schedule a follow-up session. Close in prayer, or invite the male client to 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 Review Session
Congratulations for making it this far in the course! Using the form below, indicate a day and time that works for you to schedule a review session by writing "I completed Training Module 3 and would like to set up a review session on day/time. Please confirm." The purpose of this session is to review what you have 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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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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