The focus of the intervention should be on how the individual feels and what their concerns are. This involves rapport building and active listening, the mainstay of crisis intervention. “You seem upset about something, Mike. Whatever’s going on, I hope you’ll let me help you out.” In the defensive phase, the distressed individual comes to feel increasingly trapped and out of options. The response needed here is a directive one in which the employee is shown a safe and dignified way out of the danger zone. Helpful techniques involve encouraging and modeling self-control, redirecting anger, using calming body language, giving limited choices, and gently but firmly setting limits. “I know you’re angry about the suspension from your work, but I don’t want you to do anything that’s going to hurt yourself further. Come on, take a deep breath and let’s step into the atrium and talk this out. Or do you want to go down to the cafeteria and get a cup of coffee? I’m buying.” Training Module on the Right to Mental Health for the Security Sector In the anxiety phase, the distressed individual is becoming increasingly overwhelmed and agitated, and the response that is most needed at this stage is support. In the acting-out phase, the distressed individual has already lost some control. The appropriate response is containment. Until the back-up gets there, focus on the individual’s immediate behavior, set clear and reasonable limits, and use calming speech and body language. If the distressed has not yet been violent, and the back-up security or law enforcement have arrived, you may sometimes be able to use them to leverage cooperation from the individual. “Okay, Mike, I hear you, you made your point. Let’s pull this thing back, okay? We can replace the computer but I need you to put down the chair and do whatever we tell you till we get this thing sorted out. I called the back-up authorities here because I don’t want you or anyone else to get hurt.” In the tension-reduction phase, the crisis has passed and the distressed individual should be ready to accept help in reducing their level of anxiety and anger. Assuming no serious harm was done, and the distressed individual is not actually in custody, the appropriate response is a supportive type of rapport that is helpful, understanding, and calm. 38