Competency-Based Training and Assessment of Listening Skills: A Waitlist-Controlled Study in European Telephone Emergency Services.
helpline
listening skills
paraprofessional counselors
telephone emergency services
training
Journal
Clinical psychology in Europe
ISSN: 2625-3410
Titre abrégé: Clin Psychol Eur
Pays: Germany
ID NLM: 9918266187206676
Informations de publication
Date de publication:
Dec 2022
Dec 2022
Historique:
received:
08
12
2021
accepted:
13
03
2022
entrez:
10
2
2023
pubmed:
11
2
2023
medline:
11
2
2023
Statut:
epublish
Résumé
Telephone emergency services (TES) provide an essential part of suicide prevention and emotional support services across different health care settings. TES are usually provided by paraprofessional counselors, who need specific training in listening skills to meet the demands of callers. This project developed a competency-based training for listening skills which was then evaluated in a randomized controlled waitlist study across four EU countries (Germany, Hungary, Italy, and the Netherlands). Each country provided one training group and one waitlist group. Across countries, a total of 71 (trained: n = 36, waiting: n = 35) counselor trainees were assessed in a standardized, simulated emergency call with an actor client either before or after training participation. Calls were audiotaped and competencies in listening skills were evaluated by external raters using a standardized rating form. Trained counselors showed significantly better listening skills than participants from the waitlist condition. Results provide support for the efficacy of a competency-based training for listening skills in the field of TES across Europe. Furthermore, results demonstrated that a standardized competency-based assessment with an actor client is suitable to assess listening skills.
Sections du résumé
Background
UNASSIGNED
Telephone emergency services (TES) provide an essential part of suicide prevention and emotional support services across different health care settings. TES are usually provided by paraprofessional counselors, who need specific training in listening skills to meet the demands of callers.
Method
UNASSIGNED
This project developed a competency-based training for listening skills which was then evaluated in a randomized controlled waitlist study across four EU countries (Germany, Hungary, Italy, and the Netherlands). Each country provided one training group and one waitlist group. Across countries, a total of 71 (trained: n = 36, waiting: n = 35) counselor trainees were assessed in a standardized, simulated emergency call with an actor client either before or after training participation. Calls were audiotaped and competencies in listening skills were evaluated by external raters using a standardized rating form.
Results
UNASSIGNED
Trained counselors showed significantly better listening skills than participants from the waitlist condition.
Conclusion
UNASSIGNED
Results provide support for the efficacy of a competency-based training for listening skills in the field of TES across Europe. Furthermore, results demonstrated that a standardized competency-based assessment with an actor client is suitable to assess listening skills.
Identifiants
pubmed: 36762348
doi: 10.32872/cpe.7933
pii: cpe.7933
pmc: PMC9881125
doi:
Types de publication
Journal Article
Langues
eng
Pagination
e7933Déclaration de conflit d'intérêts
The authors have declared that no competing interests exist.
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