2000年12月 9-4準諮商員的網路即時諮商經驗：一個諾商員訓練課程的初探性實驗

張景然
世新大學社會心理系

電腦科技的迅速發展對於各個專業領域和一般人的日常生活都造成了重大的影響，傳統的諮商工作也因而注入了一股新血，網路即時諮商在未來勢必會衝擊傳統的諮商方式和內容。本研究基於這個趨勢，採用國內外研究者探討諮商歷程經常使用的諮商員／當事人口語反應類別和雙方的互動組型，選取兼具傳統諮商和網路即時諮商經驗的受訪者，透過和當事人進行諮商過程的實驗，探討受訪者從傳統諮商工作中過渡到網絡諮商的個人經驗轉變，以了解網絡即時諮商的真貌。
研究樣本為十組諮商員與當事人的配對，五名諮商員分別以網路諮商和面對面諮商的方式各進行兩次個別諮商。在蒐集完諮商進行內容的逐字稿後，研究者訪談諮商員網路諮商的整體經驗，並以「諮商員口語反應類別系統」（ Counselor Verbal Response Modes Category System)和「當事人口語反應類別系統」（ Client Verbal Response Modes
Category System ）兩種工具為依據，經過分析者三角校正後得到新的歸類方式，據以探討諮商過程中諮商員和當事人雙方的口語互動反應。
本研究發現準諮商員在進行網路諮商時的感覺是比較沒有壓力，當事人比較沒有戒心，準諮商員能從容應用諮商技術處理個案問題，但也不容易掌握當事人的非口語行為﹔整體而言，網絡即時諮商的型式對於諮商歷程研究與諮商員訓練均有實質的助益。

關鍵字
網路諮商、質化訪談、諮商員教育、諮商歷程

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