Upon completing the MACP program and receiving registration with CCPA six months ago, Emily Blackman as a new counsellor decided to add telephone counselling to the services she provides to clients. One of her clients, Karen White, a 50-year-old woman who struggles with emotional and physical isolation, has a very soft voice, and Blackman has difficulty hearing her accurately even after turning up the phone’s volume. Blackman tried diplomatically to ask her client to speak louder but to no avail. Frustrated, Blackman decides to put Karen’s calls on speaker, increasing the volume to its maximum capacity. Blackman reasons that although Karen’s voice can now be heard in Blackman’s reception area, clients’ chances of hearing the conversation can be minimal because she is usually finished with Karen’s session before clients physically arrive for appointments. For this reason, Blackman decides that she does not have to inform Karen that her voice is on speaker. To do so, she believes it would be intimidating and counter therapeutic.
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