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Hot call to a warm line: Preliminary explorations into doing suicide prevention
Unformatted Document Text:  19 action. As such, empathy can serve a valid function in getting callers to help themselves. After all, it is the caller who has the ultimate responsibility for their actions, no matter how pro-active or nondirective a “hot” or “warm” line is. In this way, the competence of a support provider on a crisis call is not easy to judge. Nonetheless, DH was too critical of his abilities; he neglected to recognize that sometimes doing little (listening, empathizing, and even “just talking”) can accomplish much and ensure the caller’s safety for the time being. The caller’s ability to shift topics in unpredictable ways also illustrates that no matter how much one tries to control the flow of a conversation or take some responsibility for a caller’s actions, solving problems must be a mutually oriented to activity.

Authors: Pudlinski, Christopher.
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action. As such, empathy can serve a valid function in getting callers to help themselves. After
all, it is the caller who has the ultimate responsibility for their actions, no matter how pro-active
or nondirective a “hot” or “warm” line is. In this way, the competence of a support provider on a
crisis call is not easy to judge. Nonetheless, DH was too critical of his abilities; he neglected to
recognize that sometimes doing little (listening, empathizing, and even “just talking”) can
accomplish much and ensure the caller’s safety for the time being. The caller’s ability to shift
topics in unpredictable ways also illustrates that no matter how much one tries to control the flow
of a conversation or take some responsibility for a caller’s actions, solving problems must be a
mutually oriented to activity.


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