Gaining Trust and Rapport with Involuntary Clients

Likely, the most difficult clients are those that are not at your office because THEY want to be, but are there because they are court ordered, or have been ordered to therapy by a family member. These clients usually are not very cooperative or open. However, while these clients do not initially want to be there, and may be very hesitant to open up to the counselor, this is not necessarily a hopeless situation. The counselor first needs to gain the trust of these wary or reluctant clients.

Gaining trust should start at the very first session. You, the counselor, should begin by explaining your role, emphasizing that you are there to help, and not to hurt or harm the client. Typically, this can be done simply by explaining the concept of confidentiality to the client – specifically, what you, as the therapist, will and will not share with others. However, be cautious and aware of the terminology used when speaking to these types of clients. For example, do not use terms, such as, “I know just how you feel.” Also, do not create a story to help explain how others have opened up to you when they initially did not want to do so. First and foremost, your clients need to see you as a professional, not someone trying to be their friend.

Good communication skills are important when working with any population but essential in working with involuntary clients. Skills, such as maintaining eye contact; and using open ended questions and body posture, aid in demonstrating that you are listening. When beginning to work with an involuntary client it may be helpful to start with questions they will be comfortable answering. Basically, avoid questions that are confrontational, or may be perceived as related to the cause of their visit. For example, do not start by asking the client, “Why did the Judge order you to therapy?” These “why” questions should always be avoided because they can make our clients defensive. I recommend you begin by asking about education, work experience, and current housing status. When communicating with involuntary clients be direct, concrete, and specific while avoiding lecturing or judging the client. Giving advice and offering solutions can alienate the client, thus making it harder for them to trust the counselor.

Another important tool that I use to gain trust, is to avoid taking notes during the initial session. Often, a counselor sitting behind a clipboard with a piece of paper can be a barrier, and in the mind of the client sets up the counselor in a “superior” role. Often, just by being the person who has the “power” to ask the questions, creates a barrier. I often work towards not taking notes the first time because I want the client to feel comfortable and recognize that I am here to listen. If you must take notes during the session, give the client some power – for instance, ask them if they mind.

Another essential part to gaining rapport and trust with an involuntary client is to recognize signs of resistance in both the client and yourself. We are doing a disservice to our clients if we view their resistance as a sign of our failure. If you are too focused on yourself, you will deprive them of opportunities to explore their own behavior. Monitor your responses to the client. If you respond in a rude or defensive manner, you can make an already tense situation much worse. Your task is to approach this client in a different way, and explore with them how they might learn new and effective ways to cope. Explore WITH the client their unwillingness and difficulties associated with seeing you. Be patient, and you may learn that they have some good reasons for being resistant. The client may have had some bad experiences in the past. Involuntary clients are always a challenge. However, we, as therapists or counselors, can learn from working with and treating them.

Kolleen L. Simons, MSW, LCSW, is currently in private practice specializing in the treatment of both adolescents and adults. She is a former law enforcement officer and continues to work with crime victims or those in the criminal justice system.