Counselling by Telephone, Paperback
3 out of 5 (1 rating)


'Well written, well researched...[the book] contributes to undermining ideas of professional hierarchy, in which long-term face-to-face is top of the pile, and short-term and the phone are the province of the amateur who knows not what they are up to.

On the contrary, the counselling process as well as the use of counselling skills are resources that can be much more widely used than is possible if they are restricted to relatively long-term counselling.

This is an excellent book covering a great deal of recent thinking about confidentiality, skills, training, quality and supervision in relation to the telephone [with] a useful chapter on its technology in relation to counselling' - Counselling and Psychotherapy, The Journal of the British Association for Counselling and Psychotherapy This book explores the essential skills needed to carry out effective telephone counselling - such as welcoming and establishing a relationship with clients; listening and responding; understanding silences; working with transference and fantasy; and recognizing and reacting to feelings - which are necessarily very often distinct from those involved in face-to-face counselling.Maxine Rosenfield challenges the view that telephone counselling is a poor relation to face-to-face counselling, arguing that for certain clients it may be the therapeutic medium of choice. She examines the benefits to both clients and counsellors of working by telephone, and highlights the technical and practical issues of which counsellors should be aware.

She also covers the relatively new concepts of group counselling by telephone and counselling by other media, such as e-mail or letter.


  • Format: Paperback
  • Pages: 160 pages, black & white illustrations
  • Publisher: SAGE Publications Ltd
  • Publication Date:
  • Category: Counselling & advice services
  • ISBN: 9780803979994



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As a volunteer on a helpline and a trainee counsellor, I was hoping that this book would provide some guidance on skills and theory, However, the focus of the book is largely upon the organisational aspects of running a telephone helpline or telephone counselling practice.There is some information on basic skills and the considerations for counselling remotely rather than face-to-face scattered throughout the book, and there is one chapter that was specifically interesting to me, <i>The Counsellor-Client Relationship</i>, which latter was what I was hoping the bulk of the book would contain. This isn't really a criticism of the book, it's just not entirely what I was looking for.Given its publication date (1997), the sections on communications technology has dated, but the essentials of running a telephone/remote counselling service are still valid.Possibly of more relevance to new helpline managers and individual counsellors setting up a private practice than to "frontline" agency workers, it was nonetheless an interesting read.

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