心理热线咨询来电者求助表达过程的质性分析

A Qualitative Analysis of Help-seeking Process of Mental Health Hotline Counseling

目的:本研究旨在探索,心理热线咨询初始阶段来电者求助表达过程的特点。方法:随机抽取20例某大学生心理热线的来电录音作为研究对象,对录音转录文字按照每分钟进行编码,并进行文本分析。结果:心理热线咨询初始阶段多为来电前15分钟;来电者求助过程经历了问候阶段、提出问题阶段、问题描述阶段;来电者倾向于用一句话提出问题,提出时机比较早;心理热线来电者的问题表达方式分为困惑型、抱怨型,情绪型、要方法型,以及替人咨询型。结论:心理热线咨询初始阶段来电者的求助表达过程多受心理热线快捷性、隐匿性等因素影响,有其特点。对不同求助类型应采取有针对性的干预策略。

Objective： To explore the expression characteristics of help seeking process in initial stage of mental health hotline counsehng. Methods： 20 cases were randomly selected from a mental health hotline for college students. The tele- phone recordings were literally transcribed, encoded and analyzed minute by minute. Results： The initial stage of a mental health hotline counseling usually lasted for 15 minutes. The help-seeking process experienced 3 sub-stages, including hel- lo-saying stage, issue raising stage, and issue describing stage. Callers tended to raise their issues using one sentence in a very early time. A total of 5 types were found with respect to issue describing style, including the lost caller, the complaining caller, the emotional caller, solution asking caller, and substitute counseling. Conclusion： Because of the anonymity and immediacy, mental health hotline counseling has its own help-seeking characteristics. Adaptive interventions shall be applied specifically to different types of hotline callers.