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Consultation Call Script (Associate Handbook)

Low-pressure consultation script to help clients feel heard, understand how you work, and to take as clear a next step as they can.

1) Welcome

Hi ____, I’m glad we could find a time to meet and talk about what you’re looking for in counselling.

2) Confidentiality (quick blurb)

Before we start, I’ll do a quick confidentiality overview, even though this is just a consultation today.

Everything you tell me is confidential, but there are a few legal/safety exceptions I have to follow, including:

  • if I hear about a child being abused or neglected
  • if a court requires records
  • if there is an immediate risk of serious harm to you or someone else

Does that all sound okay to you?

3) Set the agenda (two options)

We can do this call in one of two ways:

  • If you have a set of questions you’d like to ask me, I can answer your questions.
  • Or we can talk about what’s bringing you to therapy and I can give you a bit of a taste of how I work.

4) Main question

Okay, sounds great. What’s bringing you into therapy?

5) Listening + gentle guiding

Listen to a short description of what they’re struggling with. Interject gently so it stays conversational and they don’t go too long.

6) Empathy + a small helpful insight (“taste of therapy”)

Offer an empathetic reflection of how they’re feeling (genuine and natural), then offer one small helpful insight/frame based on what they shared.

Examples:

  • “It sounds like it’s been a super stressful time for you. I understand how much a breakdown in a relationship can make you feel anxious and alone.”
  • “Sometimes anxiety is connected to a deep inner conflict that is difficult to resolve.”
  • “Sometimes anxiety is connected to a strong inner critic.”
  • “It sounds like you’re grieving a loss and you could use some support to get through the sadness.”

Allow this to be a bit of a back-and-forth conversation where they feel heard and empathized with, and also get a brief taste of what might help.

7) Time check + gentle wrap-up

Hopefully that gives you a bit of a taste of what therapy would be like if you chose to work together.

Or:

I’m aware of the time and I don’t want to open too much up for you that we don’t have the time to resolve today, but I hope you have a bit of a taste of how I work.

8) Clear next step (soft, no pressure)

So do you know what you would like to do?

  • Would you like me to book a session for you?
  • Or would you like to think about it and let me know?

(Say this with a tone that makes it clear any choice is okay.)

9) If they want to book (associate books at end of call)

Okay—let’s have a look at our calendars. How is next __day for you? Perhaps ____ o’clock?

Then:

  • Create their Jane account (if needed) and book the appointment while you are still on the call.
  • Let them know they can expect an appointment confirmation email from Jane.
  • Remind them there is a 24-hour cancellation policy for the appointment.
  • If it’s online: let them know you will send the Zoom invite before the session (per clinic process).
  • If it’s in-person: admin will provide any building entry details as needed.

10) Close warmly

It was really nice talking with you and I’m really looking forward to working together. See you next ____day.