Keep the conversation going, pace it, and modulate your voice.
Do not shout, put a sharp edge on your voice, or use threats. Conversely, do
not mumble or speak hesitantly so that the distressed individual has trouble
understanding you, which they may find irritating.
Give the distressed individual your undivided attention and use empathic
listening skills, such as simple restatements of the employee’s concerns to
show you’re getting it.
Use common sense and your own judgment, but generally do not attempt to
logically reason with a subject who is under the influence of drugs or alcohol
or is clearly irrational or psychotic.
The purpose of your communication is not to try to talk them out of their
gripes or delusions. Conversely, do not pretend to agree with the subject’s
distorted point of view because the inherent deceptiveness and insincerity of
this gesture may further infuriate them.
Show empathy and concern for their real or imagined plight and suggest
alternative ways of resolving the crisis.
Training Module on the Right to Mental Health for the Security Sector
Communication style – Keep the distressed individual engaged in conversation
about their feelings or about a specific problem but avoid egging them on.
Venting should not escalate to ranting.
Another principle of crisis communication is: “When in doubt, shut up.” Use
silence as a tactic and let the person talk, as the more energy and adrenalin
they expend, the sooner they will fatigue and the easier it will be to control the
situation.
Avoid seeming like you’re ignoring the employee and be sure to answer when
spoken to. Also, if their own speech seems to be agitating themselves further,
use verbal and nonverbal calming techniques to ratchet down the tension level
while continuing to let them talk.
Communication content – Do not argue, give orders, or disagree when not
absolutely necessary.
Do not push your own authority or blather on in an officious, know-it-all
manner.
Conversely, do not be overly placating or patronizing and do not condescend
by using childish responses that are cynical, satirical, or insulting.
Be careful with attempts to lighten the situation with humor. Persons under
extreme stress tend to be very literal and concrete, and even well-intentioned
levity may be misinterpreted as mocking or belittling his plight.
Don’t make promises you cannot keep, except possibly to buy time in an
emergency situation.
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