Counselling by Telephone
Publication Year: 1997
`Well written, well researched... [the book] contributes to undermining ideas of professional hierarchy, in which long-term face-to-face is top of the pile, and short-term and the phone are the province of the amateur who knows not what they are up to. On the contrary, the counselling process as well as the use of counselling skills are resources that can be much more widely used than is possible if they are restricted to relatively long-term counselling. This is an excellent book covering a great deal of recent thinking about confidentiality, skills, training, quality and supervision in relation to the telephone [with] a useful chapter on its technology in relation to counselling' - Counselling, The Journal of the British Association
- Front Matter
- Back Matter
- Subject Index
- Chapter 1: What is Counselling by Telephone?
- Chapter 2: Skills and Attitudes Needed When Counselling by Telephone
- Chapter 3: Training, Supervision and Quality Control
- Chapter 4: Theoretical Orientations
- Chapter 5: The Counsellor—Client Relationship
- Chapter 6: Telephone Group Work
- Chapter 7: Technology and Counselling by Telephone
- Chapter 8: Counselling by other Media
Professional Skills for Counsellors[Page ii]
The Professional Skills for Counsellors series, edited by Colin Feltham, covers the practical, technical and professional skills and knowledge which trainee and practising counsellors need to improve their competence in key areas of therapeutic practice.
Titles in the series include:
Medical and Psychiatric Issues for Counsellors
Brian Daines, Linda Gask and Tim Usherwood
Personal and Professional Development for Counsellors
Counselling by Telephone
Stephen Palmer and Gladeana McMahon (eds)
Counselling, Psychotherapy and the Law
© Maxine Rosenfield 1997
First published 1997
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, transmitted or utilized in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without permission in writing from the Publishers.
SAGE Publications Ltd
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British Library Cataloguing in Publication data
A catalogue record for this book is available from the British Library.
ISBN 0 8039 7998 3
ISBN 0 8039 7999 1 (pbk)
Library of Congress catalog card number 96-070928
Typeset by Mayhew Typesetting, Rhayader, Powys
‘… it gave me self-confidence to know someone was listening to me.’A child ringing ChildLine
The Telephone Helplines Association came into existence in March 1996. Its forerunner of almost 10 years, The Telephone Helplines Group, had pioneered standards in telephone counselling including the publication of Guidelines for Telephone Helplines and Evaluation of Telephone Helplines. This group based its work on the experience of a large number of very diverse telephone helplines, covering an enormous range of help, advice and information for adults, the elderly and children and young people who come from every possible background and perspective. The publication of Counselling by Telephone is, therefore, timely, bringing together a vast amount of information and experience about telephone helplines, which has been accumulated in the last decade. It is a source book for those wishing to find information about how counselling by telephone works in different settings – the many case examples provided are particularly useful. It also helps the reader to think about the complex practical, theoretical (counselling/therapy) and ethical issues involved in setting up and providing services by telephone.
Maxine Rosenfield's book represents the most comprehensive statement about telephone counselling in the UK to date and, as such, is to be welcomed as a significant milestone in the development of telephone counselling as an activity in its own right. A caller to a telephone helpline summarised how important a telephone service is to her: ‘I can pick up the phone whenever I need to and so what matters most to me is that someone has the time, someone has the will, to listen when I need to be [Page viii]heard.’ This book will help us all to structure our will to listen, to manage our helplines, to make the most helpful response to callers and to provide the best possible service for those who seek our help.Member of Telephone Helplines Association Executive Committee 18 September 1996
Many people have generously, willingly and openly talked with me and shared their resources and experiences to enable this book to be written.
In particular, I am grateful to the hours spent in discussion and meetings with Luci Allen of NSPCC, Simon Armson of The Samaritans, Nicola Barden, Fod Barnes of OFTEL, Norman Barnfather, Wolf Blomfield, Francine Bradshaw, Dr Elizabeth Bryan of Multiple Births Foundation, Emma Fletcher, Hereward Harrison of ChildLine, Alan Jamieson of the British Association for Counselling, Annie Morgan, Liz Nichols, Sarah Pitman, Barbara Read of Multiple Births Foundation, Sandra Ridley of CareAssist, Adrian Scarfe of the Spinal Injuries Association, Liz Urben of Cancerlink, Terry Veitch of Community Network, Susan Wallbank of CRUSE, Claire Wheeler of The Princess Royal Trust Camden Carers Centre, Charlotte Willoughby and Chris Wynne-Davies of BT.
In thanking those whose contributions are quoted and referred to in the book, I also wish to thank those, too numerous to name, whose conversations and debates have further aided my work.[Page x]
Appendix of Addresses[Page 132]
These are the contact addresses for organisations mentioned in the text. They are listed in alphabetical order.
British Association for Counselling, 1 Regent Place, Rugby CV21 2PJ; Tel: 01788 550899; E-mail: firstname.lastname@example.org
Broadcasting Support Services, Villiers House, The Broadway, London W5 2PA; Tel: 0180 280 8000
BT Consumer and Environmental Programmes, Procter House, 100–110 High Holborn, London WC1V 6LD; Freephone information line about calling helplines: 0800 0800 08
Cancerlink, 11–21 Northdown Street, London Nl 9BN; Tel: 0171 833 2818; Freephone Cancer Information Helpline 0800 132 905; Freephone Asian Cancer Information Helpline 0800 590415. Cancerlink also has an office in Scotland – call London for details
The CareAssist Group Limited, CareAssist Court, Wheatfield Way, Hinckley Fields, Hinckley, Leicestershire LE10 1YG; Tel: 01455 251155
ChildLine, 50 Studd Street, London Nl 0QP; Tel: 0171 239 1000
Community Network, First Floor, 50 Studd Street, London Nl 0QP; Tel: 0171 359 4594
CRUSE – Bereavement Care, 126 Sheen Road, Richmond, Surrey TW9 1UR; Tel: 0181 940 4818; CRUSE Bereavement Line Tel: 0181 332 7227
Family Policy Studies Centre, 231 Baker Street, London NW1 6XE; Tel: 0171 486 8211
ICSTIS – The Independent Committee for the Supervision of Standards of Telephone Information Services, 3rd Floor, Alton House, 177 High Holborn, London WC1V 7AA; Tel: 0171 240 5511; Fax: 0171 379 4611; E-mail: email@example.com
Joseph Rowntree Foundation, The Homestead, 40 Water End, York YO3 6LP; Tel: 01904 629241; Fax: 01904 620072
Justfax, 37 Marshall Street, London W1V 1LL; Freephone: 0800 716909
Kids Telephone Help, Counselling Young People by Phone, Box 513, Suite 100, 2 Bloor Street West, Toronto, Ontario M4W 3EZ, Canada
The Multiple Births Foundation, Queen Charlotte's and Chelsea Hospital, [Page 133]Goldhawk Road, London W6 0XG; Tel: 0181 740 3519; Fax: 0181 740 3041; E-mail: firstname.lastname@example.org
The National Council for Vocational Qualifications (NCVQ), 222 Euston Road, London NW1 2BZ; Tel: 0171 387 9898; Fax: 0171 387 0978
NSPCC Child Protection Helpline, NSPCC National Centre, 42 Curtain Road, London EC2A 3NH; Tel: 0171 825 2500
The Office of the Data Protection Registrar, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF; Tel: 01625 545700
OFTEL, 50 Ludgate Hill, London EC4M 7JJ
Research Society for Process Oriented Psychology UK (RS POP UK), 34 Narcissus Road, London NW6 1TH; Tel: 0171 433 3704
The Samaritans Headquarters, 10 The Grove, Slough SL1 1QF; Tel: 01753 532713; E-mail: email@example.com or to maintain anonymity use firstname.lastname@example.org
Scottish Vocational Education Council (SCOTVEC), Hanover House, 24 Douglas Street, Glasgow; Tel: 0141 248 7900
Spinal Injuries Association, 76 St James's Lane, London N10 3DF; Tel: 0181 444 2121; Fax: 0181 444 3761; Counselling Line: 0181 883 4296
The Telephone Helplines Association, 61 Gray's Inn Road, London WC1× 8LT; Tel: 0171 242 0555; Fax: 0171 242 0699; E-mail: 101342.3246@Compuserve.com; Web Site: http://www.point2.co.uk/clients/tha/index.htm
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Buckingham: Open University Press.(1994a) ‘The research agenda for counselling’, Counselling, 5(1): 41–3.(1994b) Doing Counselling Research. London: Sage.(1989) Experiential Psychotherapy: Basic Practices. Ottawa: Ottawa University Press.(1989) Person-Centred Counselling in Action. London: Sage.and (OFTEL (Office of Telecommunications) (1994) Households without a Telephone. London: OFTEL.OPCS (Office of Population Censuses and Surveys) (1992) General Household Survey (GHS), annual survey of about 10,000 households in Great Britain. London: OPCS.1994) ‘Follow up by telephone – it may be just as good to talk on the telephone as in a clinic’, British Medical Journal, 309 (10 December): 1527–8. http://dx.doi.org/10.1136/bmj.309.6968.1527([Page 136]1995) ‘Twins clinic or telephone service? The relative costs’. Paper presented at the Seventh International Congress for Twins Studies, Virginia, USA.and (1996) A Time to Talk: A Telephone Service for Families. 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