10 Observation Skills

M. Priya

Introduction:

A skilled counsellor should have effective observation skills as well as appropriate words to communicate with the client. Every individual has a tendency to carry out observation of another individual or himself as it is the part of daily activity. At the time of scientific inventions many scientists took the observation as a basic event which helped in the development of facts and theories that later proved scientifically as laws. In the same way, counsellor job also requires careful observation with full concentration of events and happenings towards the client helps to identify the problems as well as gives a way to find the solution to it. Observation could be carried out by the use of other sensory organs such as eyes and ears. These organs expected to keep notice of events and happenings in various fields which assist in making a good report of past, present and would be used further for future issues. Every professional counsellor is expected to have ‘eagle eye’ for their job for proper diagnosis which would lead to become a good counsellor. A good observer clarifies the content by observing client responses. Active observation focuses on whether counsellor is listening to client or not. As a observer, he should be able to repeat back in his own words what are the words, sentences client expressed and in what way. Just by observing to the client, counsellor cannot give proper conclusion to the problem, rather he has to have verbal and non-verbal communication.

Objectives:

• To know what is observation skills
• To know when observation skills are used?
• To identify verbal and non-verbal communications in observation
• To outline different methods of observation skills
• To understand how counsellors should react after observing the client?

What are observation skills?

Observation skills are the skills when we detect our own behaviour or client’s behaviour to anticipate individual differences in verbal and non-verbal behaviour.

Counsellors should observe the attending patterns of clients, their behaviour in verbal and non-verbal aspects, their actual issues, observing conflicts. By seeing all his behaviours counsellor should be able to paraphrase what the client is saying and based on this summarization can be done. Counsellors also need to encourage the client whenever he approaches and keen observation helps in noticing actual problem. By observing accurately, any counsellor can measure the effect of client’s words, actions, body language. Skilled client observation helps counsellor to assess inconsistencies or incompatibilities in the client or in his own communication/ approach.

When observation skills are used?

It is used in the entire process of counselling sessions beginning from interview to till summarization or termination of counselling process. Observing clients way of approach, his voice tone, body language and facial expressions all can be used in entire process of counselling.

Example: when client approaches the counsellor, the counsellor will observe the clients entry, facial expressions and eye contact. When counsellor asks certain questions to the client, he put his eyes down and his head lowered or look away. This behaviour tells the counsellor that client is uncomfortable in expressing certain situations or queries or refuses to give proper statement.

Verbal and non-verbal communications in observation:

A skilled counsellor should have effective observation skills, body language, verbal and non-verbal communications with the client. He should have the forward trunk lean, direct eyes contact, relaxed body style to communicate with the client with assurance. It is possible through such analysis to identify highly specific verbal and non-verbal behaviours of the intentional and the effective counsellor.

In observation skills of a counsellor it is important to involve dimensions such as proper eye contact, appropriate body language, vocal tone, verbal behaviour. Observation of a counsellor reveals that they are selectively attend and selectively ignore certain portions of client statements. Many client statements provide the counsellor with a wide range of potential items for attention.

In order to interview or counsel another person it seems obvious that one should look at them and maintain natural eye contact. The body should communicate interest. Once it was believed that counselling was solely a verbal exchange but, with the arrival of video-tape and increased use of films in interview training, it has become obvious that non-verbal communication is basic in any counselling process

All the theories of counselling in some way incorporate the idea of the counsellor as an agent of change and growth. The specific observable behaviours of influencing are closely correlated with those of attending skills. Verbal observation is again important, but the topic may be that of counsellor giving advice, suggestions or direction.

Methods of observation skills:

Observation skills are very essential in working with clients and allow counsellors to respond appropriately. This allows considering both verbal and non-verbal behaviour which is important in counselling. These may be achieved by observing Verbal behaviour such as,

• Body language when interviewing
• Voice tone
• Noticing repetition of words/sentences Non-verbal behaviour
• Attending behaviour
• Facial expressions
• Posture
• Eye contact
• Selective responding

    These observation skills help counsellors to understand how client is responding to him and if client is breaking his eyes it could be stated that something is happening. The reason for this behaviour may vary from person to person. The client may be uncomfortable with the topic or may not like the way counsellor responded or looking outside the window to know what’s happening etc. The ability to observe client responses and behaviours will help counsellor to anticipate and recognize what is happening exactly with him? Simultaneously individual and cultural differences are also important. Observing skills provide guidance for which type of counselling needed for the client, how many sessions needed and what are the future steps to be taken while interviewing.

Verbal behaviours:

Ø  Body language

Body language is termed as non-verbal communication but when it is used with interviewing verbal communication also be considered with body language. When a person speaks to someone and that person did not respond and just walk away from the place in which did not match with the reaction. This type of behaviour very much on unconscious level or something is wrong or not quite with the person who spoke with him. Without observing body language we cannot give proper conclusion with the client. Usually counsellor also uses body language to build rapport with the client, and also by observing clients body movements to match them in appropriate result. Counsellor should observe clients body movements, noting any discomforts while verbalising something and further exploration could be carried out to get deeper details of the client. When client wants to close the topic or wanted conclusion from the counsellor, he usually sits by crossing his legs or arms. Sometimes he uses rapid alterations of eye contact and body movements, hence counsellor should observe carefully about clients body language which gives many meanings in it.

Ø   Voice tone

Some clients may use high tone while explaining their difficulties and express their emotions by increasing their pitch with varied tone, which says stress variation. These clients may be reluctant than others, so counsellors make an effort to hear carefully by engaging clients by offering reassurance, empathy and genuineness. So that clients become comfortable and relaxed at the time of interview. High voice tone tends to have negative effect on the mind of listener, this tone sometimes can be irritating to the listener but counsellor should focus on the meaning of what is heard which helps to assess the situation. Counsellor also be aware of his voice tone during the presence of client. Slowing down speech and low voice makes client more comfortable and relaxed. Counsellor also has to have patience in listening to client’s problems whether it is high tone or low.

 Ø  Noticing repetition of words/sentences

At the time of interview or counselling, the client responses should be noted down whether he using the words one time or repeating the sentences. In order to get proper information from the client, counsellor must be an excellent listener and have good questioning technique. Counsellor should notice the clients sentences when he repeatedly saying something since he is distressed. A good counsellor must get clear information from client to give better conclusion.

Non-verbal behaviour:

Ø  Attending behaviour

When client meet the counsellor first time whether face to face or through telephone, he will get first-hand information based on how client mental state is? How his emotional are? What are his personal circumstances?His mood changes, responses of family members etc. when client is in confusion state or show restless behaviour when expressing his issues, counsellors should respect them and allow them to express fully and give enough time to acknowledge everything. There are number of ways to get actual information from client when he attends counsellor, these are noting down clients behaviour, informing counsellors role to the client, allowing enough time to express, listening to the client’s story, giving proper summary of the client problem.

Ø  Facial expressions

Some clients naturally are more expressive in terms of gestures and facial movements.

Others may be controlled and modulate their feelings due to shy or uncomfortableness in counselling. Counsellors instead focussing on single gesture or facial expression, interpret several behaviours or expressions from client side.

Some individuals are naturally more expressive in terms of general animation, gestures, and affect. Others may carefully control and modulate their feelings. Certain cultures have different rules as to when it is acceptable to express a particular emotion and to what degree. Third, it is helpful to look at nonverbal behaviors globally rather than centre on the minutiae. Instead of focusing on any one single gesture, it is more effective and useful to accurately interpret several behaviors that occur simultaneously.

Ø  Posture

Client posture provides several clues to the counsellor regarding his personality and mental status. Posture is culturally related as it is referred as energy level, passion or behaviour. A posture indicates any individual’s disposition in conversation or interview. Crossing legs or arms, pointing their body away from counsellor gives different meanings.

Ø  Eye contact

Eye signals are one of the most important forms of facial expression. Eye contact normally determines whether individual is interested in conversation and it is also associated with emotions of person. Looking left and up indicates individual recalling memory, looking left and central indicates he is recalling a noise or sound, looking left and down indicates internal dialogue, looking right and up indicates imagining and not factual, looking right and down indicates he is imagining kinaesthetic sensation not factual. All these eye movements helps the counsellor to identify whether client is lying or telling truth.

Ø  Selective responding

Sometimes client may be appropriate in responding to their emotions, feelings or problems. Sometimes they do not respond well and this creates confusion in the counsellor judgement. Nodding head, stopping actions, becoming frustrated all these may considered as selective responses from the client.

How counsellors should react after observing the client?

In counselling session, some of the qualities or skills to be involved in initial concern. These may be,

1. Smile

When client arrives to counsellor for expressing his problems, basic attitude of counsellor is to welcome him with smile. Smile is the way to protect client from distress. It minimises the stress and tension of the client when they see counsellor welcoming with smile.

2.  Sitting position

Sitting in a relaxed position on a chair by bent forward and somewhat lean conveys comfortable environment to the client. Sitting position ensures the client feels safe and in a space they can open up in. this will also help to build rapport with the client.

3. Nodding head

Head nodding allows client to express their feelings or issues more completely. It is the way to acknowledge and show that counsellor is able to get client’s feelings and expressions which also a mode of giving strength and support to the client.

4. Arms and hand movements

When client expresses his problems, being a counsellor he should reinforce what is expressed verbally with hand and arms movement. This non-verbal communication helps client to express his deeper feelings. Sometimes such gestures have variety of meanings and variations.

5. Silence

Counsellor has to give time to every client to express and to speak freely. So silence gives opportunity for clients to do so. If client is silent, the counsellor also participate in silence then the meaning of silence may vary according to the matter discussed and duration of silence.

6.  Facial expression and eye contact

It is important to have facial expressions while listening to the clients. It makes assure to the client that counsellor is listening to him. Sitting towards the client and facing him gives the impression of attentiveness and involvement. Eye contacts are also very important when listening to the client, it signifies “I am hearing you and interested in your issues to help you further”. However, it must not give the impression that counsellor is chasing the client or forcing him to express which makes him embarrassed.

7. Voice tone

Counsellor has to talk softer to the client and speed of speech should be slower to make him understand. Sometimes voice tone may be higher or lower depending upon the situation. Human voice has different qualities like high pitch, volume, speed, rhythm and intensity which influence human interaction deeper. Whatever the client problems, counsellors voice tone communicates that he is supporting and there to help him.

8.  Touch

Physical contact between counsellor and client can be dangerous especially in some cultures touching hands, holding, patting shoulders all should be avoided other than shaking hands as a sign of welcoming. Counsellor should control in using such sign of attention and concern towards the client especially for opposite sex.

9. Minimal encouragement

During counselling session, it is important to every client that how genuinely counsellors are interested in them when they are expressing problems. Minimal encourages are used when two or more people have conversations. It is useful to the client to encourage to continue talking which helps counsellor to get more information. Minimal encourages can be verbal or non-verbal. Eg: nodding head, raised eye brow, a smile, a silence all these are non-verabl encourages. Verbal encourages like saying okay, aha, oh is it?,ya sure, mmm, right, tell me more, please continue, yes, ha really etc. it can be said at regular intervals and whenever necessary.

Conclusion:

When working with the clients, counsellors should use basic observation skills which assist in improving relationship of client and counsellor. This further build rapport and helps for better communication. Various behaviours such as verbal and non-verbal communications and observations necessitate the need for deeper understanding of a client. Observation skills are applied in schools, individual counselling according to the culture and condition of the problem. In some culture observing very deeply by eye contacts are not permitted (such as in Islamic culture). So care should be taken while observing client at the time of interview or counselling session. Every observation has different meanings and advantages. For putting proper observation one should have enough experience in attending clients with different problems. The attributes of an effective counsellor include proper observation, patient, tolerance, sense of humor, active listening and ability to establish trust and provide confidentiality. An effective observer gets proper details about the client and clarifies the content in an interview with brief summary. To use this skill counsellor literally reflects or mirrors what they have heard the client say. Proper observation minimises unnecessary repetition of client’s problems and helps him to make shorter sentences by giving feedback.

Observation skills helpful to the counsellor to acknowledge what client is going to say, it allows in collecting all information and main points of the problem, it minimises long sentences and helps counsellor to make shorter statement, it checks whether counsellor is listening to the client properly.

References:

1. Pal,O.B (2011). Guidance and Counselling, APH Publishing Corporation, New Delhi.
2. Narayana Rao. S (2008). Counselling and Guidance, Tata Mc Graw-Hill Publishing Company Ltd, New Delhi.
3. Hamrin, S.A., B.P. Paulsen (1950). Counselling Adolescents. Chicago, Science Research Associates.
4. Stefflre, B.P., King and F.Leafgren (1962). Characteristics of counsellors judged by their peers, Journal of counselling psychology, 335-340.