Numbers or apologies? Customer reactions to telephone waiting time fillers

The authors examined the effect of time perception and sense of progress in telephone queues on caller reactions to 3 telephone waiting time fillers: music, apologies, and information about location in the queue. In Study 1, conducted on 123 real calls, call abandonment was lowest, and call evaluations were most positive with information about location in the queue as the time filler. In Study 2, conducted with 83 participants who experienced a simulated telephone wait experience, sense of progress in the queue rather than perceived waiting time mediated the relationship between telephone waiting time filler and caller reactions. The findings provide insight for the management and design of telephone queues, as well as theoretical insight into critical cognitive processes that underlie telephone waiting, opening up an important new research agenda.     

How (Fast) Can I Help You? Tone of Voice and Telephone Operator Efficiency in Interactions1

This study examined how tone of voice related to directory assistance operators' s]peed at handling customer calls. Brief (5-s) audio exerpts of telephone operator conversation were presented to judges who rated these on 5 personality dimensions and 5 vocal qualities. When these measures were correlated with a key measure of job performance, namely call duration, results showed that operators who were faster at handling calls were rated as significantly more enthusiastic, sympathetic, confident, professional, and friendly (average r= -.56). The voices of faster operators were also rated as significantly more changing (vs. monotonous) and as containing clearer (vs. slurred) pronunciation. Results are discussed in terms of the role that tone of voice plays in telephone operator-customer interaction, and telephone interactions more generally.     

The Effect of Self‐Identified Sexual Orientation on Helping Behavior in a British Sample: Are Lesbians and Gay Men Treated Differently?

In a British sample, the wrong-number technique was used to examine levels of helping behavior shown toward lesbians and gay men. A wrong-number telephone call, from either a man who self-identified as gay or heterosexual, or a woman who self-identified as either lesbian or heterosexual, was made to 232 men and women. The caller requested help by asking the respondent to relay a message to his or her partner by telephone. As predicted, lesbians and gay men were less likely to be given help than were their same-gender heterosexual counterparts. However, lesbians were given a similar amount of help as were heterosexual men. Male participants were less likely to give help to gay men than to lesbians, but female participants were no less likely to help lesbians than gay men. The results suggest that, although lesbians and gay men meet discrimination in everyday life, the level of discrimination may differ.     

Influences on Call Outcomes among Veteran Callers to the National Veterans Crisis Line

The association of caller and call characteristics with proximal outcomes of Veterans Crisis Line calls were examined. From October 1–7, 2010, 665 veterans with recent suicidal ideation or a history of attempted suicide called the Veterans Crisis Line; 646 had complete data and were included in the analyses. A multivariable multinomial logistic regression was conducted to identify correlates of a favorable outcome (a resolution or a referral) when compared to an unfavorable outcome (no resolution or referral). A multivariable logistic regression was used to identify correlates of responder‐rated caller risk in a subset of calls. Approximately 84% of calls ended with a favorable outcome, 25% with a resolution, and 59% with a referral to a local health care provider. Calls from high‐risk callers had greater odds of ending with a referral than without a resolution or referral, as did weekday calls (6:00 am to 5:59 pm EST, Monday through Friday). Responders used caller intent to die and the absence of future plans to determine caller risk. Findings suggest that the Veterans Crisis Line is a useful mechanism for generating referrals for high‐risk veteran callers. Responders appeared to use known risk and protective factors to determine caller risk.     

Pragmatic structure in appointment-making conversations

Conversational structure was examined by applying pragmatic and sequential analyses to two-party, single-purpose conversations. A subgoal achievement label was given to each talking turn of 93 automatically tape-recorded telephone conversations between native English-speaking beauty salon receptionists and a confederate female caller. The confederate played a standardized, nonleading role in getting an appointment for a haircut. Lag sequential analyses showed that these conversations have subgoal structures and that some structures are more prevalent than others. Regularities were attributed to social and organizational problems that appointment making presents and that pragmatic theory addresses.This study was completed as past of the first author's doctoral dissertation.     

Strategies for Suicide Intervention by Telephone

ABSTRACT: Within the authoritative role, the telephone counselor engages the caller in realistic talk of dying in an effort to reinstate control. Anxiety reduction is accomplished through problem clarification. Narrowing down open negative statements reduces diffuse anxiety, while reinterpreting events reduces energized anxiety. To provide hope, care can be proven as genuine implicitly by using the caller's name, filling conversation with emotive gestures, and extending “why” questions. Explicit proof can be in the form of active listening, tolerance of dispositions, and involvement such as suggesting milk, tissues, or calling on significant others. To further provide hope and to reinstate control, allowance is given for manipulation such as the caller setting the initial mood of conversation. A model is presented for pursuing alternatives and a technique of interrogative restating to broaden resources. Time-outs are posited for stymied intervention, detective work for discovering critical information, and guilt inducement as a means of recourse. To close the call, promises are extracted from and reinforcement statements are administered to the caller.     

The prediction of “shows” and “no-shows” to a crisis center

The relationship between measures of worker effectiveness in a therapeutic telephone intervention and whether a caller shows for a scheduled appointment can be used to assess the variables that contribute to "successful" telephone counseling. This study replicated the findings of a previous investigation in showing that the motivation of a caller in response to the question of a referral was positively correlated with "showing" for the appointment. Futher, the identification of a specific problem related negatively to the caller's response to the referral. However, the concreteness of the phone worker was not correlated with whither the scheduled appointment was kept by the caller.     

An evaluation of the effectiveness of a telephone counseling center

Three-thousand questionnaires were distributed to students on campus to identify a sample of actual telephone counseling center users and their ratings of the effectiveness of the help received and of the counselor. Ratings of help received and impact of counseling on life as it is today were considered for sex of caller and counselor across type of problem. A sample of 66 actual callers was identified who had used the service for personal problems at least once. Of male callers, 67% reported that telephone counseling helped at least somewhat, while 80% of female callers reported favorable results of telephone counseling. Female callers who talked with male counselors reported a significantly greater impact on their life than did the callers in any other caller/counselor sex interaction. Only one average rating of counseling effectiveness by problem type fell below the neutral rating. Results are presented as evidence for the effectiveness of paraprofessional counselors.     

A comparison of perceptions of counselling in Ireland and the United States

The present study compared 50 Irish and 50 US graduate and undergraduate psychology and counselling students on the ways they rated counsellors, counselling, and group counselling on a semantic differential. Males were also contrasted to females on these concepts. A 2 2 2 2 2 MANOVA was used for the data analysis where the independent variables were country, class, and gender, and the dependent variables were the evaluative and potency scales of the semantic differential for counsellors, counselling, and group counselling. The Irish sample rated the potency of counselling significantly higher as did women. Counselling graduates evaluated group counselling and counsellors significantly higher than psychology undergraduates.     

Empathy: Its effect on how counsellors are perceived

The importance of sex of counsellor, ethnicity, empathy and client-counsellor sex-pairings on clients' perceptions of the counsellor was investigated. 96 students were asked to rate black or white, male or female, and empathic or non-empathic counsellors, on attractiveness, expertness and trustworthiness. Contrary to previous research, sex of the counsellor, and sex of student-counsellor pairings, had no significant effect on counsellor ratings. Ethnicity of counsellor - which has been largely ignored in research until recently - was found to be a highly signifcant factor in students' ratings of the counsellor: black counsellors were rated significantly higher than white counsellors on attractiveness, expertness and trustworthiness. The importance of empathy as a requisite for the counselling process was supported: counsellors were rated higher on all three variables if they used an empathic approach. There were no interaction effects between the variables.     

Session helpfulness and session evaluation in short‐term counselling

The relationship between perceived session helpfulness and session evaluation was examined in 11 dyads during eight sessions of short‐term counselling. Results based on the Session Evaluation Questionnaire (Stiles, 1980) showed that, for clients, while depth, arousal, and positivity correlated with perceived session helpfulness, only depth and positivity entered a stepwise regression, yielding a multiple correlation of 0.76. For counsellors, while depth and positivity correlated with session perceived helpfulness, only depth entered the stepwise regression analysis, with a correlation of 0.70. Session depth also consistently correlated with change in perceptions of helpfulness from one session to another. Clients had higher depth scores for sessions that both participants rated as helpful. They had lower depth scores for sessions rated as less helpful by both participants or for sessions where participants disagreed in their helpfulness ratings. The centrality of counselling depth in affecting experiences of counselling helpfulness is discussed.     

Vicarious traumatisation in telephone counsellors: internal and external influences

The present study investigated vicarious traumatisation among telephone counsellors. In particular, the influence of coping style, supervision, and personal trauma history on vicarious traumatisation was examined. A total of 62 telephone counsellors from trauma related fields completed a series of self-report measures. Generally, levels of traumatisation (i.e. PTSD symptoms and disruptions in beliefs) were low. Nonetheless, five (8.2%) participants had total scores indicating 'high average' to 'very high' levels of disruption in beliefs. Also, 15 (25.9%) respondents reported that they experienced at least one PTSD symptom. As expected, non-productive coping was related to disruptions in cognitive beliefs, while dealing with the problem was not. In addition, having a strong supervisory working alliance was associated with lower levels of disruption in beliefs. Contrary to expectations, there were no significant predictors of PTSD symptoms despite a positive correlation with personal trauma history. In conclusion, vicarious traumatisation is of concern for telephone counsellors. Efforts to address its impact should focus on developing effective coping styles and enhancing the quality of supervision.     

The experiences of person-centred counsellors working with suicidal clients online through the medium of text

ABSTRACT

In this study, we attempt to provide an understanding of the experiences of four UK-based person-centred counsellors working with suicidal clients online using text-based therapies and the impact of their clients’ suicidal ideation upon their “way of being”. The counsellors were selected purposively; each was working as a person-centred counsellor online, was encountering suicidal ideation in their clients, and was a member of a professional organisation. A narrative approach was taken, using unstructured interviews and a stanza format of representation. We found that participants had developed a way of being online that may be distinct from their in-person practice. Challenges included being more directive, lacking physical presence, lacking confidence in assessing risk and questions about empathic understanding. Working online with risk raises specific challenges for person-centred practitioners in line with what is indicated in the little relevant research currently already available.     

How are health care chaplains helpful to bereaved family members? Telephone survey results

After conducting telephone interviews with 130 next-of-kin whose loved one died, the authors report whether and how chaplains were helpful to these family members. Analysis of their responses indicated that chaplains were helpful in five ways. They provided comfort and support; they helped family members with details before, during, and after death; they acted as surrogate family members until other loved ones arrived; their availability provided a safety net even if contact was limited; and they functioned as a spiritual figure who provided the transition of the patient from earth to heaven. Family members rated the helpfulness of chaplains as midway between very good and excellent.     

Individual identity and affective valence in marmoset calls: in vivo brain imaging with vocal sound playback

As with humans, vocal communication is an important social tool for nonhuman primates. Common marmosets (Callithrix jacchus) often produce whistle-like ‘phee’ calls when they are visually separated from conspecifics. The neural processes specific to phee call perception, however, are largely unknown, despite the possibility that these processes involve social information. Here, we examined behavioral and whole-brain mapping evidence regarding the detection of individual conspecific phee calls using an audio playback procedure. Phee calls evoked sound exploratory responses when the caller changed, indicating that marmosets can discriminate between caller identities. Positron emission tomography with [¹⁸F] fluorodeoxyglucose revealed that perception of phee calls from a single subject was associated with activity in the dorsolateral prefrontal, medial prefrontal, orbitofrontal cortices, and the amygdala. These findings suggest that these regions are implicated in cognitive and affective processing of salient social information. However, phee calls from multiple subjects induced brain activation in only some of these regions, such as the dorsolateral prefrontal cortex. We also found distinctive brain deactivation and functional connectivity associated with phee call perception depending on the caller change. According to changes in pupillary size, phee calls from a single subject induced a higher arousal level compared with those from multiple subjects. These results suggest that marmoset phee calls convey information about individual identity and affective valence depending on the consistency or variability of the caller. Based on the flexible perception of the call based on individual recognition, humans and marmosets may share some neural mechanisms underlying conspecific vocal perception.     

Marriage Guidance Counselling: Ii. What Counsellors Want to Give

Seventy-six counsellors practising under the auspices of the Scottish Marriage Guidance Council responded anonymously to a postal questionnaire. This was designed to survey their attitudes regarding various aspects of counselling and, by means of case-studies, to in vestigate the extent to which they adopted a uniform approach with all clients. The counsellors considered marriage guidance to be appropriate for a wide range of problems. In general, 'nonspecific' factors were considered helpful. However, in line with current trends towards flexibility and eclecticism, the counsellors considered that some interventions, styles and approaches were more appropriate for some problems than for others. The implications of the findings are discussed and some practical recommendations are made.     

PROMPTING TECHNIQUES TO INCREASE THE RETURN RATE OF MAILED QUESTIONNAIRES1

To increase the return rate of questionnaires mailed to clergy and physicians concerning their mental-health practices, different prompts were used after the questionnaire was received during four mail-outs to four randomly drawn samples of clergy and physicians. For each mail-out, the sample was divided into experimental (received prompt) and comparison (no prompt) groups, and one type of prompt or combination was used. Non-returnees of the questionnaire in the experimental group received either: (a) a single telephone call, (b) a memo, (c) a package (personal letter and new questionnaire) or package plus a telephone call, or (d) a double call. Comparison physicians and clergy were mailed only the original questionnaire. Relative to their respective comparison group's return rate, which averaged 22% across the four mail-outs (range 18% to 24%), the single call and package alone about doubled the overall return rate, the package and call increased the return rate about two-and-a-half fold, and the double call almost tripled the return rate. The memo was ineffective. A cost-effectiveness analysis indicated that the double-call procedure was less expensive than the single call, and much less expensive than the package alone or package with a call in securing returns. An analysis of the pattern of returns showed clearly that when prompts were not delivered (comparison groups), very few returns were received after about seven days from the initial mail-out. Most returns from prompts (experimental groups) were received by several days after the prompt. The results were seen as salient to the problem of reducing selection or volunteer bias in questionnaire studies and subsequent research demonstrating the effectiveness of telephone calls made about a week after distribution of surveys in securing high return rates was discussed.     

The helping process in couples

This study examined couples' informal helping interactions, that is, how partners helped each other with their psychological problems. Fifty-three couples participated in a communication sampling task in which they took each of two roles, discloser and helper (analogous to client and therapist). Audiotapes of the interactions were subsequently categorized according to helper response modes and rated on global measures of problem solving, understanding, and supportiveness. The most frequent helper response modes were question, advisement, and interpretation; reflection was infrequently used. There were no differences in helping communication associated with gender or sex-role self-concept. The important characteristic of the helpers' communication was not the type of response used, but the evaluative quality of the response. Helpers who were more satisfied with their relationships tended to be more understanding and supportive. Also, interactions rated as more understanding and supportive tended to be experienced as more helpful by the disclosers.