We have on caller who calls in extremely angry. Nothing you say is helpful. An appropriate response is, "What would you like me to say?"
It is important for us counselors to have realistic expectations of what we can do to help. The caller wants to stay in her negativity. There is no use talking her out of it, and we can not expect ourselves to change her.
Attempting to help her may appear like rejection. What is helpful is accepting her suffering.
Empathy is the greatest action we can take. Giving her silence is also taking action to help her.
Talk with this caller can prove very frustrating. I hope these reminders help ease that frustration. Talk to your shift supervisor, shift mates, or a staff member for added advice and support.
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