Providing Psychological Care Remotely

First Session of Remote Support

Lesson 6: Communication adaptations
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You have role-played and prepared for adapting your communication (see Module 2 - before starting remote work).

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Remember that building rapport and trust may be more difficult remotely, and may take more time. Some tips to help build trust when communicating remotely are below: 

  • Use a warm tone of voice
  • Speak slowly and allow for silences
  • Pay special attention to what words you use (be respectful and caring)

In the first session, it is important to discuss communication with the person accessing support, and to monitor the communication throughout the first session and subsequent sessions.

Discuss communication

  • Talk about the changes in communication. For example, “The way we communicate will be different to in person, and may feel strange. So, let’s talk about anything that doesn’t make sense. I may interrupt you to clarify something, so please feel free to do the same to me".
  • This will normalise the possibility that they may happen, and help the person feel more comfortable discussing mis-communication with you.
  • Talk about whether any written communication will be used (eg. summaries of sessions, letters), and if so, how they will be sent (eg. SMS, emails).
  • Ask the person if they have any concerns about communicating remotely. Address any concerns in a validating and reassuring manner.

Monitor communication

  • If you notice that the person keeps looking over to the other side of the room, ask if there is someone there?
  • If there is noise in the background – where is the person?
  • If the person seems to be distracted
  • If it seems that a person may be disengaged, then it is important to talk about this
  • Discuss the idea of having a "communication check-in" every 3 sessions where you can discuss any difficulties that have come up
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