Insights from Crisis Counselors: Building Rapport in Digital Support

New Study Sheds Light on Supporting Victims of Child Maltreatment

In the digital age, establishing rapport in written interactions is vital, especially in crisis intervention. A recent study led by Dr. Laura Schwab Reese published in the Journal of Medical Internet Research explored how crisis counselors achieve this in digital services, using data from the National Child Abuse Hotline.

In this study, researchers analyzed 314 conversations, focusing on counselor techniques and user feedback.

Key Findings: Building Bonds Through Words
Active Listening and Tailored Responses
Crisis counselors used various techniques to build rapport and show they were genuinely listening:
Paraphrasing: Repeating help-seekers’ words to show understanding.
Interpretation: Offering different perspectives to help-seekers who felt confused.
Open Questions: Encouraging help-seekers to share more about their experiences.

Validation and Positive Regard
Validation: Affirming the help-seeker’s feelings and perspectives.
Unconditional Positive Regard: Providing acceptance and support regardless of the help-seeker’s behavior.

Evaluation-Based Language
Though usually avoided in traditional counseling, some evaluation-based language proved useful:
Praise: Positive reinforcement for the help-seekers’ actions.
Apologies: Expressing sympathy for the help-seeker’s situation.

What Sets Successful Conversations Apart?
Successful conversations featured more specific and tailored responses, making help-seekers feel that the counselor was genuinely invested in the conversation, fostering a stronger connection.

This study sheds light on effective rapport-building in digital interventions, providing valuable guidance for mental health professionals in written interactions.

View the article at the Journal of Medical Internet Research