I found this book very useful to read as a refresher course having been involved with managing and training telephone helpline workers for some 13 years. Many of the points covered in this book I would agree are both important and useful for both those experienced in telephone work to be reminded of again or for those just getting involved in this type of therapy. I particularly found the first chapter "Useful Questions" helpful in setting the scene and was encouraged to know that these questions were very similar to those I pose in training. There is also a uesful chapter at the end that refers to research in this area and it was good to have these all in one place as a reference point for the future. In between are chapters in logical order covering the different aspects of working on the telephone to help people. This is a subject area where it is difficult to define the boundaries between helpline skills on the telephone and what would be considerd more formal counselling on the telephone. This is reflected in the writing at times with the distinction not being made always by the author. However I acknowledge the difficulty of doing this as I have found this happening when writing my accredited training in telephone listening skills. I would also point out that the use of audio tape for training is now not a readily available media and that digital voice recording (mp3)etc needs to be embraced for training purposes and as a resource in this type of work in the 21st Century. Overall though a useful book in an area where there are few titles that devote themselves to this subject in a practical way.
A really well written, succinct and informative book. I like the author's style and professionalism. A useful resource for reference and training purposes. For me it confirmed and consolidated what I already knew and this in turn gave me renewed confidence in what I am doing. It highlighted all the necessary elements needed to be a professional and ethical counsellor whether face to face or by telephone.
This is a good book. I am a psychotherapist but have little experience of actual telephone counselling. Much of it is common sense in relation to my professional training but there was some good advice