장애인 전화상담 사례분석을 통한 정보제공형 전화상담모형 개발
Development of the Telephone-Counseling Model to offer Information to the Disabled persons by the case analysis for Telephone-Counseling
장애인 전화상담 정보제공 전화상담모형;
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In many cases, the disabled persons and their families requested the information to solve the problems by the telephone-counseling, but the telephone-counseling model for the counselor to offer various information to the disabled persons effectively has not developed. The purpose of this study is to develop the telephone-counseling model composed of counseling course and procedure to offer information to the disabled persons effectively. I performed the case analysis of telephone-counseling for the disabled persons. The object of the case analysis for telephone-counseling was 150 related cases accepted on K Disabled Guidance Clinic in C city from September 2002 to April 2003. I grasped the general status of the talker on the base of counseling document of those 150 cases, and then analyzed the details of counseling for 50 cases among them. The telephone-counseling model was developed on the base of suggestions as the result of analysis. The telephone-counseling model to offer information to the disabled persons by the case analysis for telephone-counseling was composed of 5 steps as follows. First, in the listening step, the counselor shall listen attentively to the feeling as well as story, and form the connection with talker to promote the effective offering of information. Second, in the step of making clear the problems, the counselor shall catch up the vague point and omitted meanings from the talker's story in order to revel the problems more concretely and minutely. Third, in the step of setting the counseling goal, the counselor shall set up the counseling goal to solve the problems and the detailed methods to accomplish the goal by consulting with talker. Fourth, in the step of offering the information, the counselor shall offer the information corresponding to counseling goal and methods. In this case, the counselor shall examine that the talker can accept the information effectively, and then search or offer the information. Fifth, in the arranging step, the counselor shall confirm the acceptance condition of information. If the talker accepted the information, telephone-counseling can be completed. If the talker refused or distorted the information, however, the counselor shall return to the second and third steps. To improve the telephone-counseling model to offer information to the disabled persons, the followings can be proposed. First, various case analyses for telephone-counseling all over the areas shall be required. Second, the current counseling documentation is lack of fluent considerations for counseling cases. It shall be supplemented to deepen the understanding of cases. Third, the more concrete counseling course and procedure shall be developed as applying the basic telephone-counseling model to offer information to the disabled persons suggested by this study with necessary modifications in order to solve the actual and detailed problems.