Solving the ideological dilemmas of peer social support: Microanalysis of provider strategies on a warm line

Abstract

It is commonly assumed that supportive communication consists of multiple goals and that there are difficulties tied to accomplishing these multiple goals in interaction. Building upon a description of three contrary themes that typify the goals of social support on a peer‐run warm line for clients within community mental health, this study explores how support providers address the contrary themes of connectedness, problem solving, and nondirectiveness in actual phone calls. Support providers share their own similar experiences with clients in order to help solve client problems, too. Support providers put forth advice within queries in order to meet dual goals: solve client problems yet support client autonomy. Additionally, paraphrasing client's reports, if done well, both supports client autonomy and helps build stronger peer relationships. Future studies should detail other actual strategies that address dilemmas inherent to social support.