Sophie describes how the Samaritans are trained not to offer advice, but to "just listen" to what the callers have to say, guiding them gently through this process. In the simple act of listening, along with a caring, gentle tone and words of encouragement, Sophie found her way through the daily trauma, and ultimately was able to leave her destructive, traumatizing family environment to live in a nurturing place through her teen years.
In her early adulthood Sophie describes becoming a volunteer for Samaritans herself. She saw this as "paying back" for the help that she had gotten as a troubled, suicidal teenager. While she had appreciated the professional help she received in her life, her most valuable help came from the caring, non-judging, confidentiality-keeping trained volunteers at Samaritans whose non-advice-giving empathy encouraged her to want to provide a similar kind of help to others like herself.
Watch this wonderful Ted Talk to find out what else Sophie did more recently to help others with loneliness and depression.