Client Emotion Research Articles

Sentimental Analysis of Customer Reviews using RPA and Categorization of Reviews using ChatGPT

Reviews and feedback are very important for traveling websites and service providers. Reviews have been shown to be important in the decision-making process. Organizations and businesses are able to improve their goods and services thanks to comments and reviews. It is impossible to read every single review due to the vast number of client input on e-commerce sites including forums, review sites, and blogs. The current approaches for sentiment analysis paint a broad picture of how customers feel. But in order to examine each customer's emotions separately and resolve them, we need to automate this operation. Realistically speaking, reading every review and performing an analysis would be impossible or highly time- and resource-intensive. The model for sentiment analysis of customer reviews using robotic process automation and categorization of the reviews using openAI is proposed in this study. After analysing each customer's sentiment towards a certain airline, ChatGPT was used to categorise the reviews. As a result, we now receive feedback in categories and are aware of each client's emotion, making it simple to enhance the customer experience.

Double trouble: Therapists with low facilitative interpersonal skills and without training have low in-session experiential processes

ABSTRACT Objectives: This study examined the combined effect of therapist Facilitative Interpersonal Skills (FIS) and Training Status on experiential processes within therapy sessions. In this randomized trial of FIS and Training Status, we predicted that in-session experiential processes would be highest for the high FIS and trained therapist group and lowest for the low FIS and untrained therapists. Methods: Forty-five clients were selected from 2,713 undergraduates using a screening and clinical interview procedure. Twenty-three therapists were selected for their level of FIS (high vs. low) and Training (trainee vs. untrained) and each were assigned two clients for seven sessions each. Two different coder teams independently rated experiencing and narrative process from the third therapy session and computer analysis identified affect words from transcripts. Results: FIS×Training Status significantly interacted on the set of experiential process measures. Relative to all others, therapists who were in the low FIS / no training group had lower experiencing and reflexive content, but higher external content. Conclusions: The findings highlight the importance of therapist characteristics within therapy sessions. Therapists without training and with low interpersonal skills have sessions that are nearly devoid of content that focuses on client experiential processes and emotion.

A computational framework for social-media-based business analytics and knowledge creation: empirical studies of CyTraSS

ABSTRACT Social media (SM) platforms greatly facilitate business information sharing, customer relationship building, and client emotion expression. However, managing knowledge acquired from SM messages is challenged by limited human cognitive capability. This paper describes a computational framework for developing intelligent SM-based business analytics and visualization. The research developed a proof-of-concept system named CyTraSS to support intelligent analyses and visualization of 2,318,691 messages posted by 740,070 users who discuss trafficking topics on Twitter. The results demonstrate theoretical insights and practical usability of the framework, enhance understanding of knowledge creation with SM technology, and provide novel findings for business managers and policy makers.

Equine-Assisted Psychotherapy Among Adolescents with ACEs: Cultivating Altercentrism, Expressiveness, Communication Composure, and Interaction Management

Adverse childhood experiences (ACEs) can produce long-lasting effects for individuals. Mental health practitioners in clinical psychology and social work have utilized equine assisted psychotherapy (EAP) to treat trauma related to adverse experiences; however, few studies have centralized communication messages and processes in EAP. The current qualitative study included observations and interviews with 11 adolescents with ACEs and examined (a) equine communication as a mechanism for client awareness and emotion regulation, (b) the development of communication competencies for adolescents with ACEs, and (c) transference of communication competencies in other relational contexts. Adolescents cultivated altercentrism (e.g., ability to decode communication, to focus consciously on the other), communication composure (e.g., ability to deal with psychological stress, while engaging assertiveness), communication coordination (e.g., ability to effectively communicate, manage misunderstandings), and expressiveness (e.g., provide clarity and emotional control in one’s own communication). Finally, adolescents described how these communication competencies transferred to other relationships (e.g., family, peers, and teachers). Implications for understanding communication competence, the practitioner’s role in supporting communication skill development in EAP, and the unique role of equines in mitigating the negative effects of ACEs are discussed.

Coregulation of therapist and client emotion during psychotherapy

Objective: Close interpersonal relationships are fundamental to emotion regulation. Clinical theory suggests that one role of therapists in psychotherapy is to help clients regulate emotions, however, if and how clients and therapists serve to regulate each other’s emotions has not been empirically tested. Emotion coregulation – the bidirectional emotional linkage of two people that promotes emotional stability – is a specific, temporal process that provides a framework for testing the way in which therapists’ and clients’ emotions may be related on a moment to moment basis in clinically relevant ways. Method: Utilizing 227 audio recordings from a relationally oriented treatment (Motivational Interviewing), we estimated continuous values of vocally encoded emotional arousal via mean fundamental frequency. We used dynamic systems models to examine emotional coregulation, and tested the hypothesis that each individual’s emotional arousal would be significantly associated with fluctuations in the other’s emotional state over the course of a psychotherapy session. Results: Results indicated that when clients became more emotionally labile over the course of the session, therapists became less so. When changes in therapist arousal increased, the client’s tendency to become more aroused during session slowed. Alternatively, when changes in client arousal increased, the therapist’s tendency to become less aroused slowed.

The effect of therapist use of validation strategies on change in client emotion in individual dbt treatment sessions.

Dialectical behavior therapy (DBT) is a treatment for borderline personality disorder, a disorder for which emotion dysregulation is central. Within DBT, there are 6 explicitly defined validation strategies that range hierarchically from validation level (VL) 1 to VL 6. To date, there have been no studies on the frequency of use of VLs in actual DBT sessions. The aim of the current study was to explore DBT therapists' use of VLs and examine the relationship between VLs and change in a client emotion during therapy sessions. DBT treatment sessions (n = 121) across 35 participants in a DBT training clinic were coded for therapist use of VLs. A repeated-measures analysis of variance (ANOVA) was used to assess for change in therapist use of VLs over time and hierarchical linear modeling was used to correlate therapist use of these strategies with change in client emotion. Results indicated no significant relationship between overall frequency of VLs and change in client emotion. However, an increase in frequency of high VLs was associated with an increase in positive affect (PA) and a decrease in negative affect (NA) while an increase in frequency of low VLs was associated with a decrease in PA and no change in NA. An increase in frequency of VL 4 was associated with an increase in NA. VL 6 was associated with an increase in PA and a decrease in NA. Findings suggest that specific validation strategies may be related to session changes in affect and have implications for identifying potential mechanisms of change. (PsycINFO Database Record

Understanding the social emotional practices of therapists

Emotions are central to the therapy process and skilful use by therapists of client emotion is an essential catalyst to client change. However, the contribution of emotion to the therapy process and how therapists’ social emotional skills are incorporated into psychological practice is still unclear. Using a statistical method for mapping psychological constructs, therapists’ social emotional skills were transformed into a “map” with three spatial dimensions, which was supported by comparative reliability checks. The nature of social emotional skills was further investigated by administering a Q-Sort of emotional practice items to 47 therapists. Ten highly applicable clusters of social emotional skills across seven style patterns with therapists were identified. Tentative links were drawn between demographic data and both clusters and therapist styles. These findings suggest therapists’ social emotional skills can be organised into meaningful clusters and that therapists can be styled according to their responses across these clusters. Furthermore, gaps identified in the model suggest possible “blind spots” in the literature. The implications of these findings are significant for training and practice.

Emotion-focused therapy for clients with autistic process

ABSTRACTThe person-centered approach has paid little attention to persons with autistic process, in spite of their often experiencing high levels of psychological distress. We present the main arguments for a group therapy adaptation of emotion-focused therapy for people on the autistic spectrum (EFT-AS). The principles of this approach are described here. A novel form of interpersonal process recall as a process guiding method is presented. The primary change processes include improving access to and symbolizing one’s own and others’ painful emotional experiences. EFT-AS uses video playback of social–emotional interpersonal reciprocity difficulty task markers to help clients activate, deepen and transform emotions via accessing core pain and associated unmet needs, which in turn point to adaptive emotions such as compassion for self and others. The beginning, middle and ending phases of treatment, showing shifts in client emotion processing, are presented with illustrative session transcripts. EFT-AS appears to be an innovative and promising approach to working with this client population but replication and further research are required.

Developing a model of working with worry in emotion‐focused therapy: A discovery‐phase task analytic study

AbstractBackgroundGeneralised anxiety disorder (GAD) is an anxiety disorder characterised by excessive anxiety and worry. Worry is seen as a key‐defining feature of GAD. Several cognitive‐behavioural models of working with worry in GAD exist. More recently, there have been efforts to adapt emotion‐focused therapy (EFT) for GAD. This study focused on task analysis, observing therapist and client processes (using qualitative observations as well as observer‐used measures) in the clinically developed, two‐chair dialogue for worry (an intervention inspired by a similar EFT task of working with self‐criticism in depression).MethodA task analysis methodological approach was applied to 34 worry dialogues from eight clients. The worry dialogues were qualitatively analysed, focusing on therapist and client processes in the task and also using observer‐based measures such as Classification of Affective‐Meaning States, Client Emotion Arousal Scale and Client Emotion Productivity Scale.ResultsA tentative model of worry transformation using the two‐chair dialogue for worry is presented. The model consists of marker identification, enactment of the worry, deepening the toll of the worry, articulation of the need towards the worry and the worry softening or the client's standing up to the worry. The results also focus on the progression in the dialogues across the series of dialogues.ImplicationsThe model has an immediate practical application as it can inform therapists' actions when working with worry processes in GAD clients. Implications for future research are also discussed.

Developing Emotion-Based Case Formulations: A Research-Informed Method.

New research-informed methods for case conceptualization that cut across traditional therapy approaches are increasingly popular. This paper presents a trans-theoretical approach to case formulation based on the research observations of emotion. The sequential model of emotional processing (Pascual-Leone & Greenberg, 2007) is a process research model that provides concrete markers for therapists to observe the emerging emotional development of their clients. We illustrate how this model can be used by clinicians to track change and provides a 'clinical map,' by which therapist may orient themselves in-session and plan treatment interventions. Emotional processing offers as a trans-theoretical framework for therapists who wish to conduct emotion-based case formulations. First, we present criteria for why this research model translates well into practice. Second, two contrasting case studies are presented to demonstrate the method. The model bridges research with practice by using client emotion as an axis of integration. Key Practitioner Message Process research on emotion can offer a template for therapists to make case formulations while using a range of treatment approaches. The sequential model of emotional processing provides a 'process map' of concrete markers for therapists to (1) observe the emerging emotional development of their clients, and (2) help therapists develop a treatment plan. Copyright © 2016 John Wiley & Sons, Ltd.

DISAPPEARING DISCOURSE: PERFORMATIVE TEXTS AND IDENTITY IN LEGAL CONTEXTS

This article examines how survivors of domestic violence and the institutional authorities to whom they turn for assistance represent verbal aggression in direct quotations and indirect reported speech in legal testimony. Using the theoretical framework proposed by Briggs and Bauman (1992), I suggest that direct quotations and reported speech serve to manage intertextual relationships between (1) the event reported (the alleged abusive incident), (2) the reporting event (the interview), and (3) the legal record in the form of an affidavit. Alterations from direct to indirect reported speech are discussed in terms of their power to neutralize the client's emotion and her evaluation of herself and the alleged abuser. In addition, interviewer-initiated changes from direct to indirect reports of verbal abuse create a text that helps to suggest that the battered woman can be a credible witness for herself and for the legal institutions that agree to advocate for her.

Individualism, Collectivism, Client Expression, and Counselor Effectiveness Among South Korean International Students

The present study examined how individualism, collectivism, and counselor emphasis of client expression (cognition vs. emotion) are related to perceived counselor effectiveness among South Korean international students. Data were collected through mail surveys from 127 South Korean international students attending a Midwestern university. As hypothesized, results from a hierarchical multiple regression analysis demonstrated that the participants perceived the counselor who emphasized the expression of client emotion as more effective than the counselor emphasizing the expression of client cognition. Contrary to expectations, however, the interactions between cultural variables and counselor emphasis of client expression were not significantly predictive of perceived counselor effectiveness. Implications for counseling practice and future research are discussed.

What Every Therapist Should Know, Be and Do: Contributions from Humanistic Psychotherapies

Humanistic psychologists have made major contributions to the theory, practice and research in psychotherapy. Many of their contributions are applicable to a variety of therapeutic approaches. In this article I articulate what I believe to be some of the most useful things for all practitioners to consider incorporating into their therapeutic practice. Carl Rogers’ contributions are considered to be universal and foundational since his strong emphasis on the therapeutic relationship and the importance of empathic responding are considered to be core aspects of effective therapies. A variety of humanistic therapists have emphasized the importance of working with client emotion, effective use of the self, relational involvement and depth, working within the client’s frame of reference, focusing on the self-concept, being present and helping clients embrace choice and responsibility, all of which are addressed in this article.

Computer‐Assisted Live Supervision in College Counseling Centers

The authors describe a computer‐based “bug‐in‐the‐eye” approach to counselor supervision that is well suited to college counseling centers. Hardware and software requirements, comparisons with other forms of supervision, support for and limitations of this approach, and recommendations are presented.

Patterns of client emotion in helpful sessions of cognitive-behavioral and psychodynamic-interpersonal therapy.

Whereas cognitive-behavioral (CB) therapy sessions aim to be instructive and encouraging, psychodynamic-interpersonal (PI) sessions aim to be exploratory and may be emotionally painful. Raters rated degree of pleasure and arousal in each sentence of client speech in CB and PI sessions (N = 18) that therapists had identified as particularly helpful. Client emotion in PI sessions was less pleasant, on average, than client emotion in CB sessions; emotion was most negative in the middle of the PI sessions. Within sessions, arousal tended to follow a U-shaped course for CB clients but an inverted U-shaped course for PI clients. The results support suggestions that these two therapeutic approaches operate by different emotional mechanisms.

Patterns of client emotion in helpful sessions of cognitive-behavioral and psychodynamic-interpersonal therapy.

Patterns of client emotion in helpful sessions of cognitive-behavioral and psychodynamic-interpersonal therapy.

Effects of clinical experience and client emotion on therapists' responses.

Effects of clinical experience and client emotion on therapists' responses.

Effects of clinical experience and client emotion on therapists' responses.

Effects of clinical experience and client emotion on therapists' responses.

Effects of clinical experience and client emotion on therapists' responses.

Effects of clinical experience and client emotion on therapists' responses.