| Sumario: | A study was conducted to examine the utility of conceptualizing a telephone-counseling interview as a process based on M.M. Omodei and A.J. Wearing's (1995) self-regulation model of performance in complex and dynamic decision-making tasks. Data were drawn from 40 crisis-line telephone counselors who varied in amount of experience. The findings revealed the client-percieved effectiveness of the counselors to be related to levels of counselor expertise, intentional motivated cognitive effort, emotional involvement with the caller, and anxiety. It is argued that conceptualizing a counseling interview as a dynamic, complex, decision making process may lead to theoretical and practical advances in the field.
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