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  • An explorative interview research of non-professional telephone counseling volunteers : Non-professional, difficulties, coping, and support in need
  • ヒセンモンカ ノ デンワ ソウダン ボランティア ニ カンスル タンサクテキ メンセツ チョウサ ヒセンモンカセイ コンナン タイショホウ モトメル サポート ニ ツイテ

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The purpose of this research was to explore that 1) how the non-professional telephone counseling volunteers, grasp the notion of telephone counseling, 2) what kind of difficulties they encounter, 3) how they cope with these difficulties, 4 what kind of support they need. There were 14 participants who are volunteers from one telephone counseling institution for children in this research. The results were as follows: 1)there were demerits of the volunteers due to the lack of knowledge and experience, whereas there are also merits as being non-profession. 2) They felt the difficulty in responding to callers, emotionally influenced by the work and the inconsistence of the supports they offered. 3) They have suppressive coping, such as not to think about their faults on purpose, and positive coping like taking these as experiences and talking to the associates. 4) They also look forward the notiability of the institution, workshops and solid support systems. The difficulties as being the volunteers and the problems unable to solve by single volunteer were understood, so it indicated that the volunteers need support system in their telephone counseling institution.

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