The Assessment of Active Listening Skills in Helpline Volunteers

The Relative Effectiveness of Active Listening in Initial Interactions

“…Federal law enforcement crisis negotiators received higher ratings on communication skill during mock hostage negotiation exercises after receiving active listening training than before training (Van Hasselt et al, 2006). Similarly, supervisors rated college student helpline volunteers more skillful six weeks following active listening training (Paukert et al, 2004). Likewise, mental health counseling students received higher scores in counseling effectiveness after learning active listening (Levitt, 2001).…”

“…For example, if the speaker expresses frustration, the active listener might respond, "I can understand how that situation could cause frustration." Third, active listening may also include asking questions to encourage the speaker to elaborate on his or her beliefs or feelings (Paukert, Stagner, & Hope, 2004). An active listening response theoretically communicates empathy and builds trust by indicating unconditional regard and by confirming the other's experience (Lester, 2002;Orlov, 1992;Rogers, 1951).…”

Personality types and mental health experiences of those who volunteer for helplines

“…A number of studies have provided support for the use of volunteers in helplines (Knickerbocker, 1972;Paukert et al, 2004;Tapp & Spanier, 1973). King (1977) concluded that non-professionals were just as effective as professionals in providing support for callers.…”

“…Personal information given to the listener, the content of the conversation and the actions taken are at the discretion of the caller (Paukert et al, 2004;Rosenbaum & Calhoun, 1977). No third party will be involved without the caller's consent; there are no commitments to continue the call and the caller is always able to end the conversation simply by hanging up the phone (Anderson et al, 1992).…”

“…The focus on acute crisis intervention using problem-solving approaches irrespective of psychological or medical diagnosis offers opportunities for the use of non-professional staff (Rosenbaum & Calhoun, 1977). This in turn provides access to a wide range of human resource; reducing the cost of running the helpline, yet increasing the number of people it is able to serve (Paukert, Stagner and Hope, 2004). Helplines are also a relatively inexpensive method of out-of-hours services with no appointment being necessary (Bobevski et al, 1997;Lazar & Erera, 1998).…”