How Therapists Really Feel About Online Counselling: New Research Reveals the Inside Story
The shift to online therapy has been one of the most significant changes in mental health care in recent years. While much research has focused on whether online counselling works for clients, a new study takes a different approach by asking therapists themselves what it's really like to provide therapy through a screen.
Researchers interviewed five experienced therapists who had provided online counselling through video calls, phone sessions, and chat platforms. What they discovered paints a nuanced picture of how the digital therapy room differs from its traditional counterpart.
Adapting to a New Environment
The therapists described having to completely rethink their approach when working online. The familiar therapy office was replaced by clients' living rooms, bedrooms, or wherever they felt comfortable. This shift brought unexpected benefits and challenges.
Many therapists found that seeing clients in their own environments provided valuable insights. Background sounds, interruptions, and glimpses into home life offered new perspectives on clients' relationships and daily struggles. The therapy became more "raw" and immediate in some ways.
However, this new environment also meant therapists had to give up some control. Clients could disconnect at any moment, technology could fail, and managing crisis situations became more complex when the therapist couldn't physically intervene.
The Challenge of Risk Management
One of the biggest adjustments for therapists was learning to handle risk situations remotely. When a client is in distress or potentially unsafe, therapists typically rely on their ability to assess body language and maintain physical presence. Online, these tools disappear.
The therapists developed new strategies to cope with this challenge. Some created detailed safety protocols and checklists. Others learned to accept the limitations of remote work and focus on what they could control rather than what they couldn't. Building trust became even more crucial, as clients needed to feel comfortable sharing important safety information.
Technology as Both Tool and Barrier
Working with technology added a new dimension to therapy that traditional training hadn't prepared therapists for. Simple tasks like drawing diagrams or using therapeutic tools required creativity and adaptation. Therapists had to learn to convey empathy through a screen, adjusting their eye contact and body language to account for camera placement and screen size.
Despite these challenges, many therapists found that technology pushed them to become more skilled practitioners in unexpected ways.
Enhanced Skills and Self Awareness
Perhaps surprisingly, the therapists reported that online work had made them better at their jobs in several key areas. Without the ability to rely on visual cues and body language, they developed much sharper listening skills. They learned to pick up on subtle changes in voice tone, breathing patterns, and the quality of silences.
The online format also made therapists more self aware. They paid closer attention to their word choices, timing, and emotional responses. This heightened awareness led to deeper reflection on their practice and therapeutic relationships.
Many therapists also reported feeling more conscious of their "therapeutic use of self" – how their personality, responses, and presence impact the therapy process. The digital medium seemed to strip away some of the automatic responses therapists rely on, forcing more intentional and thoughtful interactions.
Reaching New Populations
The therapists found that online counselling opened doors for clients who might never have accessed traditional therapy. People with mobility issues, those living in remote areas, or individuals who felt stigmatized by attending therapy in person could now receive help.
This ability to serve previously underserved populations felt empowering and rewarding for many therapists. They saw online therapy not just as a substitute for in-person work, but as a valuable tool for making mental health care more accessible.
What This Means Moving Forward
The research suggests that online therapy isn't simply traditional therapy delivered through a screen. It's a different kind of therapeutic experience that requires specific skills, approaches, and training.
The therapists in the study emphasized the need for robust training programs focused specifically on online counselling skills. They called for better protocols for managing risk situations remotely and clearer guidelines for ethical practice in digital spaces.
Most importantly, the research shows that therapists can adapt to and even thrive in online environments, but they need proper support and training to do so effectively. As online therapy continues to grow, understanding these practitioner experiences becomes crucial for developing better training programs and support systems.
The digital transformation of therapy is still evolving, and this research provides valuable insights into what works, what doesn't, and what therapists need to succeed in this new landscape. Rather than viewing online therapy as a temporary solution, the mental health field may need to recognize it as a permanent and valuable addition to the therapeutic toolkit.
Smith, J., & Gillon, E. (2021). Therapists' experiences of providing online counselling: A qualitative study. Counselling and Psychotherapy Research, 21(3), 545-554.
