A NEW STRATEGY FOR USING THE TELEPHONE FOR COUNSELING IN THE COMMUNITY
Yamamoto, T., Bukkyo University, Japan
This paper aims to investigate the effectiveness of telephone counseling. Recently, the mobility of the community has been increasing and it will create more room for consideration regarding the effectiveness of telephone counseling. Meanwhile, because of the mobilization of new types of community services such as these are being developed. Under such a situation, telephone counseling (counseling over the telephone) seems to be one of strategies supporting this mobility and it will provide opportunities for helping citizens solve their problems: Differently from face-to-face counseling, they can talk whenever they want to talk without being seen. The telephone is used as a tool of communication. Of course, there is a tendency to be dependent on the language spoken rather than the underlying emotion. But still, a client on the phone might feel some sort of intimacy with a counselor when the counseling is successfully and appropriately carried out. Strategies for this kind of counseling might be different from person to person and/or culture to culture. However, in order for telephone counseling to be effective, telephone counselors should be trained under the same philosophy as face-to-face counselors in which the process of 'empathy and love' is thought to be critical. From the viewpoint of effective telephone counseling, the author will discuss this matter based on data obtained from a consultation organization in Hiroshima City in Japan.