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ERIC Number: ED186779
Record Type: Non-Journal
Publication Date: 1979-May-10
Pages: 18
Abstractor: N/A
Reference Count: N/A
Handling Stress: An Evaluation Program for Telephone Crisis Workers.
Harnisch, Patricia; Bechtold, Bob
The comparative validity of observations recorded by volunteer telephone crisis workers was examined. To assess workers' listening and response skills, an instrument was devised to rate callers' expressed stress level, confidence in self, confidence in using other community resources, and duration of stress. Groups of 10 workers were invited to attend one-day sessions in which the four areas to be rated were discussed in depth. Using taped role play calls, designed to approximate specific stress levels, facilitators asked workers to rate calls on the four factors and then compare their ratings. Response styles were discussed and workers rated their own style. The group then rated the taped response styles. Results were compared verbally at the end of each session, and later reviewed for assessment of consistency across center workers. Emerging patterns suggested some areas where modification of initial interviewing, screening and training programs were appropriate. The scores from the taped role plays indicated variations in the way individuals heard the callers. These variations were greater on the initial role-play tape, showed more consistency on the second tape, and showed the highest discrepancy on the third tape. (Author)
Publication Type: Speeches/Meeting Papers; Reports - Research; Reports - Evaluative
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Canada