Year: 1979 Source: Springfield, Illinois: Charles C. Thomas, 1979. p.86-93 SIEC No: 19900615

This chapter discusses the way in which the telephone can be used in a counselling treatment plan. The authors describe the specific skills a counsellor must use on the phone. They point out that nonverbal cues that show you are paying attention must be substituted with clear verbal statements. Counsellors must sound calm & competent, find out as much basic information as possible, keep the caller talking, & be able to make suggestions & provide information. (VM)