COVID-19疫情期間諮商心理師的通訊諮商經驗

Tele-Counseling Experiences of Counselors during the COVID-19 Pandemic

本研究旨從諮商心理師角度了解2020年4至8月COVID-19疫情期間，使用通訊諮商的狀況及對通訊諮商的觀點。本研究為質性研究，採取建構取向之紮根理論方法分析資料。以台灣北、中、南部諮商心理師為對象，合計15位諮商心理師皆接受半結構深度訪談，訪談錄音經轉謄逐字稿再進行編碼後撰寫研究結果。結果歸納為三個主題：(1)疫情期間通訊諮商過程：包括通訊諮商前針對諮商場地適切性、知後同意的處理、危機評估與篩檢等面向之準備，以及進行通訊諮商有別於面對面諮商之處遇調整，如諮商技術適當調整、增加輔助效果策略、更加強調觀察能力、時間架構更加精準、沉默的感受被放大，還有關係互動模式微調；(2)疫情期間通訊諮商的特性：包括諮商內容與疫情新生活型態有關連、疫情使案量及案源產生調整及多元性、疫情促使線上線下諮商方式形成混搭、疫情促進各類通訊平台被交互選用與發展、諮商效果受網路穩定性和通訊設備所牽制、更加強調空間私密與資訊傳輸安全、伴有危機處理和通報責任歸屬疑慮和壓力；(3)發展通訊諮商的態度和期待：諮商師對通訊諮商的態度是在正向與猶豫間建構個人立場，並且期待成立專業組織修訂法規和培育人才、迎接海外華人及跨國個案的挑戰、期待建置科技跨域研發和資料庫資源平台、準備迎接海外華人及跨國個案的挑戰。整體而言，本研究之貢獻在於揭露疫情期間通訊諮商實務的過程及特性，呈現目前諮商心理師對通訊諮商之態度及期待。在網路諮商發展為合法的通訊諮商的潮流中，本研究在了解現況之際，同時突顯通訊諮商存在的價值及重要性，也為通訊諮商的發展提供前瞻性的反思。

"This research aimed at understanding counselors’tele-counseling experience during the COVID-19 pandemic from April to August 2020. This was a qualitative study. A total of 15 participants were selected from counselors in northern, central, and southern Taiwan. Through semi-structured in-depth interviews transcribed verbatim, the data was coded and analyzed based on constructive grounded theory.Three themes emerged and the results are as follows. 1)The process of tele-counseling during the pandemic: preparation for counseling location, informed consent, crisis evaluation and screening before tele-counseling; intervention adjustment of the difference between tele-counseling and the face-to-face counseling, such as the adjustment of counseling skills, applying strategies for enhancing the effect, more emphasis on observation ability, more precise time structure, amplified silence feelings, and fine-tuning of relationship interaction mode. 2) The characteristics of tele-counseling during the pandemic: counseling content was related to the new lifestyle of the pandemic; the pandemic caused the adjustment and diversification of the case volume and source; the pandemic prompted the formation of a mashup of online and offline counseling methods; the pandemic promoted the interactive selection and development of various communication platforms; the counseling effect was constrained by network stability and equipment; there was more emphasis on space privacy and information transmission security; there were doubts and pressure on crisis handling and reporting responsibilities. 3) Attitude and expectation on tele-counseling development: the counselors’attitude towards tele-counseling was to construct a personal position between positive and hesitant; counselors were expected to establish a professional organization to revise regulations and cultivate talents; counselors were expected to build a technology cross-domain research and development (R&D) and database resource platform; counselors were prepared to meet the challenges of cases from overseas Chinese and foreign countries.Overall, the contribution of this study was to expose the process and characteristics of tele-counseling during the pandemic and to present the current attitudes and expectations of counselors on tele-counseling. In the trend of the developing online counseling into legitimate tele-counseling, this study highlighted the value and importance of tele-counseling, and provided prospective reflections on the development of tele-counseling."