Characteristics of effective telephone counselling skills

Abstract

In a study of the telephone counselling process, 40 experienced telephone counsellors each responded to a standardised crisis call from the same scripted role-playing client. All the interviews were audio-recorded. At the conclusion of each call the subjectively-perceived helpfulness of the counsellor was assessed by the caller. Seven of the counsellors were rated as being extremely helpful, while nine counsellors were rated as being notably less helpful. Analysis of the calls showed that what distinguished the more helpful counsellors was that they were more verbally active, took the initiative to structure the interview and systematically explore all aspects of the problem situation, and addressed practical as well as emotional concerns of the caller. Overall, the more effective counsellors altered the caller's perspective on her circumstances.