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Which Helper Behaviors and Intervention Styles are Related to Better Short‐Term Outcomes in Telephone Crisis Intervention? Results from a Silent Monitoring Study of Calls to the U.S. 1–800‐SUICIDE Network
Author(s) -
Mishara Brian L.,
Chag Fran¸ois,
Daigle Marc,
Balan Bogdan,
Raymond Sylvaine,
Marcoux Isabelle,
Bardon Cécile,
Campbell Julie K.,
Berman Alan
Publication year - 2007
Publication title -
suicide and life‐threatening behavior
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.544
H-Index - 90
eISSN - 1943-278X
pISSN - 0363-0234
DOI - 10.1521/suli.2007.37.3.308
Subject(s) - active listening , intervention (counseling) , psychology , term (time) , empathy , crisis intervention , applied psychology , telephone call , clinical psychology , social psychology , psychiatry , psychotherapist , computer science , computer network , physics , quantum mechanics
A total of 2,611 calls to 14 helplines were monitored to observe helper behaviors and caller characteristics and changes during the calls. The relationship between intervention characteristics and call outcomes are reported for 1,431 crisis calls. Empathy and respect, as well as factor‐analytically derived scales of supportive approach and good contact and collaborative problem solving were significantly related to positive outcomes, but not active listening. We recommend recruitment of helpers with these characteristics, development of standardized training in those methods that are empirically shown to be effective, and the need for research relating short‐term outcomes to long‐term effects.