Systematic observation of crisis center telephone interactions.

Abstract

The development of a systematic, objective method of categorizing helper‐helpee interactions as the first step in a predictive study is reported. Data on 100 initial suicidal telephone calls to three crisis intervention centers are generated from tapes of these calls. The 28,000 plus statements made in the calls are categorized into up to 8 categories in up to 11 levels. Descriptive data, including modal patterns, are presented. The importance of data rather than ratings is pointed out, and the Caller‐Worker Interaction Program is recommended as a research and monitoring tool with relevance to worker training.