Training Module on the Right to Mental Health for Civil Society Organizations (CSOs) To communicate well, be aware of both your words and body language, such as facial expressions, eye contact, gestures, and the way you sit or stand in relation to the other person. Each culture has its own particular way of behaving that is appropriate and respectful. Speak and behave in ways that take into account the person’s culture, age, gender, customs, and religion. Below are suggestions for things to say and do, and what to avoid. Most importantly, be genuine and sincere in offering your help and care. Things to Say and Do: • Try to find a quiet place to talk and minimize outside distractions. • Respect privacy and keep the person’s story confidential, if this is appropriate. • In relation to the minimum health standards brought about by COVID-19, the use of phones and other virtual platforms can be used provided that informed consent is given by the clients. • If using the virtual platform or phone, be sure to state your full name and agency being represented. • Application of different listening and communication skills is important to give the listener a sense of safety and emotional attachment. • Stay near the person but keep an appropriate distance depending on their age, gender, and culture. • Let them know you are listening without interrupting; for example, nod your head or acknowledge them in between sentences. • Be patient and calm. • Provide factual information, if you have it. Be honest about what you know and don’t know. In the event that you do not have the facts, you can say, “I don’t know, but I will try to find out about that for you.” • Give information in a way the person can understand— keep it simple. • Acknowledge how they are feeling and any losses or important events they tell you about, such as the loss of their home or the death of a loved one. For example, saying, “I’m so sorry, I cannot imagine the pain you are going through.” • Acknowledge the person’s strength and how they have helped themselves so far. • Allow for silence. Things Not to Say or Do • Don’t pressure someone to tell their story. • Don’t interrupt or rush someone’s story. For example, don’t look at your watch or speak too rapidly. • Don’t touch the person if you’re not sure it is appropriate to do so. 11