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Phases of helping in successful crisis telephone calls
Author(s) -
Echterling Lennis G.,
Hartsough Don M.
Publication year - 1989
Publication title -
journal of community psychology
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.585
H-Index - 86
eISSN - 1520-6629
pISSN - 0090-4392
DOI - 10.1002/1520-6629(198907)17:3<249::aid-jcop2290170307>3.0.co;2-m
Subject(s) - crisis intervention , intervention (counseling) , outcome (game theory) , psychology , crisis communication , crisis response , phase (matter) , action (physics) , telephone call , affect (linguistics) , social psychology , crisis management , public relations , communication , political science , psychiatry , computer science , telecommunications , chemistry , physics , mathematics , mathematical economics , organic chemistry , quantum mechanics , law
This study tested whether specific phases of helping occur during successful crisis telephone calls. Helper statements made in sampled calls were coded, and the outcomes of the calls were assessed. Systematic changes in assessment, affect integration, and problem‐solving behaviors through the beginning, middle, and final thirds of calls were found to predict a successful outcome. A fourth helper category, establishment of a helping relationship, was negatively related to successful outcome. A three‐phase model of telephone crisis intervention is offered, and the action orientation of crisis intervention is emphasized.