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Direct linkGilat, Itzhak; Rosenau, Sarah – British Journal of Guidance & Counselling, 2011
The present study focuses on the effectiveness of interactions with callers to a helpline as perceived by the helpline volunteers. Applying a qualitative methodology, we analysed 12 descriptions of what the volunteers considered to be the most helpful calls they could reconstruct from memory, and the factors they attributed to the successful…
Descriptors: Crisis Intervention, Interaction, Volunteers, Online Systems
