An excellent programme for showing good practice in operating telephone help lines, with the emphasis on counselling skills. It covers, in some detail, the key issues that anyone needs to bear in mind if their work involves them in offering such help whether they are a counsellor, a helpline operator or simply someone using the phone to give advice.
This film is not a substitute for good training but briefly goes over the following aspects: Why use a phone – Problems with doing so – Welcoming and engaging – Listening – Keeping in contact – Responding – Summarising – Clarifying – Silences – Offering information and referring – Note taking – Ending the call – Putting it all together – Contracting – Listening to your own voice – Taking difficult calls – Working conditions – Looking after yourself.
The DVD is supplied with a short paper guide.
This programme can be rented or down-loaded from Vimeo. Please follow the ‘Video on Demand’ link above for the full details.