When someone calls in, Lifeline's first job is to listen and make the caller feel accepted. If at this most critical time, the caller feels he is being judged or doubted he will probably feel rejected and any chance the two parties have of establishing a meaningful relationship will be damaged.
「有些人打電話時，已經採取自殺行動，或做好自殺準備了，這時，輔導員最重要的就是保持電話線不斷，一面詢問他自殺的原因，一面伺機套問自殺方法及地址。」