Telephone counsellors' conceptualising abilities and counselling skills

Telephone counsellors must make accurate assessments of callers' needs so as to provide appropriate counselling help or referral. But few researchers have examined counsellors' conceptualising abilities in relation to their counselling skill. Two studies involving telephone counsellors were carried out. The first relied on counsellors' post-interview conceptualisations of callers' problems and needs and found no link between the accuracy of these conceptualisations and counselling skill. The second used Kagan's Interpersonal Process Recall (IPR) to retrieve counsellors' conceptualisations made during the course of their interviews. The accuracy of these conceptualisations-in-action was related to level of counselling skill. Implications for training and research are discussed