Our role: to lend an understanding and welcoming ear

The psychological suffering that our society regularly creates can lead to mental health problems, violent behavior, or suicide. By offering to listen respectfully, warmly, and non-judgmentally to all those who are experiencing difficulties, Tel-Aide allows them to express themselves in complete trust, and helps them find their own resources for solving their own problems.

Really listening, not just hearing
Tel-Aide volunteers are rigorously trained, and practice active listening techniques based on the principles of the American psychotherapist Carl Rogers (1902-1987). Respect, empathy, and authenticity are the key concepts of this technique.

Active listening is centered on the person who is experiencing difficulties. This process allows callers to find within themselves the resources they need to solve their own problems, to formulate their own responses. The approach is non-directive. The listener does not act as an intervener or as a counselor. Above all, the listener does not propose solutions.

Essentially, Tel-Aide listeners try to help people look after themselves, and find some balance. Since they keep their full freedom of expression, callers can:

• overcome a crisis situation
• express oneself without feeling judged
• step aside from the crisis to reflect on one’s situation
• find hope;
• move towards solutions that suit them;
• receive help when their lives are in danger.

By helping people to calm down and avoid panic responses, active listening has the effect of reducing pressure on our already overloaded emergency services.