The verbal helping behavior of experienced and novice telephone counselors

The verbal helping behavior of experienced and novice volunteer telephone counselors was evaluated. Taped telephone interactions with typical helpees were analyzed for the usage of specific response types and for helper talk time, self-references, and feelings. Novices were found to give significantly less advice and their helpees talked significantly longer. The use of continuing responses was significantly associated with helpee talk time for all helpers. Even though telephone counseling may elicit a leading response style from helpers, a continuing or reflective style might be more effective in the relationship-building aspect of telephone counseling.