Tips for live chat
Online counselling has been found to be just as effective as face-to-face counselling. However, given that this mode of communication requires typing on a computer or mobile device, it is expected that there will be some time lag in responses.
Here are some tips to enhance your live chat experience:
- Get ready 5 minutes prior to starting your initial live chat/ scheduled appointment (for returning users).
- Create a safe place where you have some privacy and a reliable internet connection (preferably not public Wi-Fi).
- Allocate about an hour of uninterrupted time for the chat. This amount of time is needed for the counsellor and you to have an in-depth discussion about your situation and to work out a plan to make it better.
- If you have a scheduled appointment, enter the chat room at the appointed time and our online administrator will be waiting to receive you.
- Expect some awkwardness at the start and be patient during the chat. You will see the counsellor typing. Please wait for your counsellor to finish typing before you read his or her full response on your screen. Likewise, the counsellor will be able to see you typing and will wait for you to finish typing before seeing your response.
- It is ok to speak your mind. The platform is secure.
- In order for us to understand and support you better, the counsellor will also send you some links to complete some questionnaires. Please take 1-2 minutes to complete these questionnaires. If you have any questions, you can clarify them with your counsellor.
Tips for email counselling
Email counselling takes place at a slower pace due to the time lapse in writing longer responses. However, this method may be suitable for some individuals who prefer to have time to think about their situation and explore options in an unhurried fashion. Here are some tips to help enhance the process:
- In your first email to us, it would help us if you give a bit of background about the reasons you are writing in (e.g. the situation you are in, persons involved, any recent stresses, how you are coping).
- Your email can be as long or as short as you like.
- Give us 3 working days to reply you. Upon receiving your email, a counsellor will be assigned to it and will reply to you through the email address that you have registered. In the email reply, your counsellor may ask you further questions to understand your situation better. He or she may also explore what you would like to achieve through email counselling.
- Please reply to the email in your own time. If your counsellor has offered some suggestions, it would be good to try some of them and provide some feedback in your reply.
- Be prepared to consider other options of support. Your counsellor may discuss further counselling options such as referral to external agencies or switching to other forms of counselling delivery such as live chat or phone if appropriate. The decision is yours.
Tips for phone counselling
Phone counselling allows you to speak with our counsellors in real time about your challenges.
At this point in time, we require all clients who wish to access phone counselling to have their first session via live chat. This is because when you enter the live chat, you will enter a virtual waiting room where an administrator would first assist in clarifying any queries you may have regarding the counselling process, and complete a few administrative tasks with you. You will then be transferred to a counsellor to start your first session via live chat. Subsequent sessions can be arranged to be conducted over phone. All phone counselling sessions are by appointment only.
Kindly note that the call you receive from us would be from a private or blocked number.
Here are some tips to enhance your counselling experience:
- Get ready 5 minutes prior to your scheduled appointment.
- Choose a quiet location where you would feel comfortable to speak about your concerns without fear of being overheard.
- Allocate an hour when you would be uninterrupted and free from distractions.
- The counsellor will call you at the set time from a private or blocked number. Please answer the call immediately.
- If you miss the call, the counsellor will try again 15 minutes later. If you do not pick up the call this time round, your appointment slot will be released and your counsellor will email you to reschedule the missed appointment. Please check your email to make a new appointment.
- Expect some awkwardness especially at the start. However, the awkwardness will get better as the conversation continues.
- To help us understand your circumstances better, at times, your counsellor may interject to ask for clarification.
- It is ok to speak your mind. The platform is secure.
- In order for us to understand and support you better, the counsellor will also send you some links through SMS to complete some questionnaires. Please take 1-2 minutes to complete these questionnaires. If you have any questions, you can clarify them with your counsellor.