Date of Award

Summer 1988

Document Type

Dissertation - Restricted

Degree Name

Doctor of Philosophy (PhD)



First Advisor

Nordberg, Robert B.

Second Advisor

Condella, Janet S.

Third Advisor

Zaffrann, Ronald


This research examined various instruments that could be applied to the selection process and a method for gauging the effectiveness of the typical telephone hotline worker. More specifically, the following research question was addressed: Are there accurate predictors available to insure the effectiveness of telephone hotline workers? The possible predictors examined in this study were the 36 values that compose the Rokeach Values Survey, the eight personality types found on the Myers-Briggs Type Indicator, and the Jones-Mohr Listening Test, This research sought to examine whether these three instruments had a correlation to the Crisis Call Behavior Checklist, The ever-increasing use of telephone hotlines and the corresponding increase in the need for quality volunteers served as a basis for this study...



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