TES volunteers experience every day on the phone the need of managing their own emotions and get properly in contact with those of the callers, especially in the case of aggressive communication and behaviours, and in calls that have a content related to violence. The main chance to improve the quality of the listening services is taking care of the copying and emotional skills of listeners through a qualitative training.
A new training concept was developed to help listeners dealing with emotions of aggression and violence, both of themselves and of the callers.
This training was presented in the IFOTES congress in Vienna - July 2010, and is available to TES trainers for the permanent training of listeners.
Resilience research points out that resilience is mainly characterized by a flexible attitude of adapting and arranging when exposed to challenging situations. This behavior is always focused on an effective interaction with one’s own environment. Resilient persons don’t let themselves become dominated by external set-ups, but want to lead their life and organize their personal environment in an active manner.
The training transmits some basic competences that help to reorganize the “cognitive landscape” and emotional state of vulnerable situations one has to face. It is based on three models of self-organization: the circle of motivation and emotion, the balance of association and distance and the relationship of the three movements of creativity.
This training was presented in the IFOTES congress in Goteborg - July 2013, and is available to TES trainers for the permanent training of listeners.