Telephone and Online Counselling

Course CodeSGP5
Fee CodeSG
Duration (approx)20 hours
QualificationCertificate of Completion

Counselling Skills Online and By Phone – Supporting People in Distress


Sneak Peek


Online and telephone counselling services are increasingly in demand as more and more people suffer from stress and mental health difficulties. This 20-hour self study course helps you to develop your online and telephone counselling skills.  

Who is this course for?

This course is ideal for you:

  • If you want to improve your telephone and online counselling skills
  • If you are an existing counsellor and want to update your knowledge
  • If you work with people who are in distress or stress and want to support them online or by telephone
  • If you work with clients or customers online and want to improve how you communicate online or by phone.

It would be beneficial to:

  • Anyone working with clients or customers online or by telephone
  • Existing counsellors
  • Trainee counsellors
  • Helpline workers
  • Volunteers
  • Hospital staff
  • Social workers
  • Teachers
  • Health care workers
  • Doctor’s receptionists
  • Doctors
  • Stress counsellors
  • Anger management counsellors
  • Debt counsellors

Lesson Structure

There are 8 lessons in this course:

  1. What is Counselling?
    • Counselling techniques
    • Attending
    • Asking questions
    • Reflection
    • Challenging
    • Paraphrasing
    • Qualities of good counsellors
    • Non verbal and verbal communication
    • Are you stressed
    • Stress epidemic
    • Stress and war
    • Is stress always a bad thing?
  2. Ethical and Legal Considerations in Counselling (Ethics Part 1)
    • Informed consent
    • Why are ethics important in counselling
    • Making ethical decisions
    • Ethics and culture
    • Ethics and relationships
    • Keep records
  3. Introduction to Online and Telephone Counselling
    • Identifying risk
    • Communicating with clients via telephone or e-counselling
    • Establishing ground rules and boundaries
    • Providing clients with supplementary materials
    • Ending therapeutic relationships
    • Supervision
    • Why people use internet or telephone counselling
    • Bullying
  4. Ethical and Legal Considerations in Online and Telephone Counselling (Ethics Part 2)
    • Ethics in relation to telephone and online counselling
    • Informed consent and virtual counselling
    • Moderating forums
    • Trolling
    • Boundaries
    • Debriefing
  5. Phone Counselling
    • Stages of telephone counselling
    • Micro skills in telephone counselling
    • Telephone counselling process
    • Addressing needs
    • Problem solving
    • Taking notes
    • Ending the call
    • Non-verbal and verbal communication on the phone
  6. Online Counselling
    • Internet or online counselling
    • Email counselling
    • Chat counselling
    • Forums
    • When internet counselling is used
    • Effectiveness of online counselling
    • Depression in childhood
  7. Problems with Telephone and Online Counselling
    • Ending the conversation
    • Problem callers
    • Nuisance callers
    • Regular callers
    • Chronic callers
    • Silent calls
  8. Working in Telephone and Online Counselling
    • Time boundaries
    • Professional boundaries
    • Getting started in telephone and e-counselling
    • Final Assessment

How do our short courses work?

  • You can enrol any time of day or night
  • Start studying immediately or later (as you wish)
  • Configure your study sessions at any length and frequency you wish
  • Work through at your own pace - there are no deadlines for this course
  • Complete the course in as little as 20 hours
  • Help desk - email any time- emails answered every workday
  • Automated self assessment tests pop up at the end of each lesson. You can attempt these as many times as you wish and each time, upon completion, you can see your results
  • At the end of the whole course, you are presented with a major automated examination which can be attempted online, anywhere, any time
  • If you achieve a 60% pass in the exam, you immediately receive a downloadable certificate of completion with your name on it.

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