Customer Experience

Video: Customer Experience

Video: Customer Experience
Video: Business-Session: #1. Что такое CX Management? CEM, Customer Experience, клиентский опыт. 2024, May
Customer Experience
Customer Experience
Anonim

Having started the next stage in my own education, I faced a rather strange phenomenon for my picture of the world: beginners and, even stranger, acting consulting psychologists without their own client experience. This caused a lot of contradictory emotions in me, and therefore made an attempt to comprehend such a phenomenon for myself.

One of the main tasks of a professional psychotherapist is to give the client the most distortion-free picture of his life situation, while remaining interested and neutral in his therapeutic position. It is not easy to remain neutral, because the therapist is a living person, and it is impossible, utopian to imagine that he has worked through everything, indeed all possible mental anguish, and now nothing in the story of many clients responds to their own traumatic experience. In order to minimize these distortions, the inclusion of their own experiences and their own transferences, the therapist himself goes to therapy.

In this moment, I admit the "initially successful" therapist - who has powerful mature psychological defenses, a strong and flexible psyche in general, and who has successfully coped with his own age and personality crises. Literally "human adaptability", possessing developed reflection and able to cope with the transfer of personal history without the participation of another professional. Such individuals, who are successful in every sense, are rare, like nuggets, but they are, and they are in our profession.

Without the experience of our own therapy, it is not clear how our "adaptive person" can truly understand and share all that fear, shame, helplessness and many other possible difficult feelings that were born in the client just about his coming to us. How else, except "on your own skin" to learn the dynamics of the therapeutic effect, to feel and learn to create that very safe therapeutic space. Probably, in this place, craft develops into art; it is difficult in a study group to learn how to work and heal with the soul without experiencing it. And it seems to me that it is in this place that the therapist's responsibility should be located - in creating and maintaining this safe space and the ability to seek outside gaze yourself.

Unfortunately, in our country, such an important point is not regulated in any way and remains entirely on the conscience of each individual consultant. In view of this, trust in the therapist and the therapeutic process as a whole is especially important, and each potential client "from the street" will have to determine in advance those criteria for himself, on the basis of which he will be able to try to trust the therapist. External examples of such criteria can be regular supervision, membership in professional psychotherapeutic associations, recommendations of specialists in related fields, and everyone will have to deal with internal criteria individually.

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