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Theme 3: “Strategies adopted by operators”, sub-themes, codes that emerged and related frequencies.
| Sub-Theme | Codes | Frequencies |
|---|---|---|
| “Online” strategies to manage feelings and emotions during the helpline service | Empathy | 13 |
| Active listening | 17 | |
| Emotional detachment | 13 | |
| “Offline” strategies after contact with users | Peer support | 20 |
| Supervision | 14 | |
| Training | 28 |
