Introduction Sometimes it can be useful to send emails that are anonymous. This can be because you need to communicate information in an emergency without it being traced back to you, or for a variety of other reasons. It is important to ensure that anonymous emails are sent for good reasons only – and not…
Tag: communication
Active Listening Process on Crisis Lines
Introduction The Active Listening Process (ALP) is a set of skills, or what is called by Ivey, Ivey & Zalaquett in their 2014 book Intentional Interviewing and Counselling as “microskills“ are the fundamental skills used to perform the basic skills of displaying empathy and understanding what your caller or client is saying. The ALP is one…
Setting Limits and Boundaries with Callers
Introduction Setting limits with Helpline callers is one of the most difficult tasks for a new helpline worker to master. It may go against a volunteer’s nature for them to be required to end calls with callers who still feel they need support or to set limits with callers who may be struggling with mental…
Cultural Competence in Social Work
Introduction Cultural competency is one of those words that may seem like a bit of a buzz word, but is actually very important to being an effective counsellor. The National Center for Cultural Competence cites the definition given in Cross et al. (1989), which is that “Cultural competence is a set of congruent behaviors, attitudes,…
Active Listening on Crisis Lines
The core of emotional support, which is the service provided on crisis lines, is called active listening. Active listening is a special type of listening, distinct from the regular listening we do everyday. Active listening should also be separated from the work that counsellors and therapists do, which is called professional listening. While therapists and counsellors certainly…