@article{oai:sucra.repo.nii.ac.jp:00017636,
 author = {関, 由起子},
 issue = {2},
 journal = {埼玉大学紀要. 教育学部, Journal of Saitama University. Faculty of Education},
 month = {},
 note = {Background: Health workers sometimes feel uncomfortable interacting with a dying person. Helpline health workers have a more difficult time because they cannot use body language. Moreover, the inexperienced helpline workers are more likely to feel stress since their poor communication leads to high anxiety among callers. The aim of this study was to explore that what kind of difficulties inexperienced health workers have when they communicate with dying people or their relatives over the phone.
Methods: This study was conducted at the Cancer Telephone Information Service in Japan. Twenty-two calls from dying patients or their relatives, which were automatically recorded, were purposely chosen. Eight calls were an experienced counselor’s cases, and 11 calls were inexperienced counselors’ cases. The calls were transcribed verbatim and were analyzed qualitatively using a constant comparative method.
Results: These analyses revealed that inexperienced counselors sometimes (a) blocked callers who talked about dying, (b) could not use indirect expressions for die, (c) started to talk while the callers kept silent, (d) gave callers false hope or optimism, and (e) could express sympathy, but not give practical advice for callers.
Conclusion: Although they have learned to how to communicate with dying people, they
sometime cannot use some skills. Therefore, training using real cases is more effective to learn what kind of words or expressions callers use and how to react when callers talk about dying., text, application/pdf},
 pages = {127--138},
 title = {終末期の電話相談における対応技術を明らかにするための事例研究<人文・社会科学>},
 volume = {61},
 year = {2012},
 yomi = {セキ, ユキコ}
}