Kaitlyn Bruneau (Crisis Response Guide)

How can you create a safe environment?

Next, you'll want to do what you can to create a safe environment. This may involve things like removing weapons, sharp objects and substances, or keeping a safe distance from the person. In crisis. You can also help a person relocate to a safer and calmer environment if the environment in which they are in may be contributing to their distress. For example, if a person is in distress on a crowded and loud train platform, you may gently encourage them to move to a stairwell or back out to the entrance way.

How do you communicate in a way that can de-escalate a situation?

Now that the environment is safer and you are conducting yourself in a calm way, we'll look a little at how you can communicate in a way that can deescalate a situation. You'll want to engage in active listening and curiosity without invalidating the person's experience. Active listening is when you are showing a person that you are engaged, maybe reflecting back some of what you are hearing. You can ask them Open-ended questions such as what is going on for them and what they are feeling without immediately trying to challenge them or change their mind. It can often really help for a person to feel heard and empathised with when they are in crisis. These techniques can sound like, I can hear that you're really feeling overwhelmed right now, or, I know this must be really hard for you, or It's okay to be upset. You can also thank them for sharing with or trusting in you. To pivot towards deescalation, you'll start to introduce more problem solving in action oriented steps. For example, you might ask them what they need or offer them choices for that moment. For example, you might offer choices for how they engage with their environment, such as sitting or laying down, offering relaxation techniques such as breathing together or offering them things to meet their concrete needs, such as a glass of water or snack, or to help them make a phone call. You'll also want to celebrate and reinforce any small steps or progress that they're making to calm down or take care of themselves in a healthy way. As you build more trust and feel safe in the interaction, you can start to redirect the conversation to a more neutral topic, help the person settle into their normal routine, or introduce resources for prolonged safety.

What are the top priorities when interacting with a person in crisis?

When interacting with a person in crisis, safety and deescalation are the top priorities. People in crisis might be experiencing overwhelming emotions, confusion, fear, or distress, and your approach can significantly influence the situation's outcome. If you do not feel like you could safely engage with someone who is in crisis, it's okay to utilise available resources such as by calling 9 1 1 or 9 8 8 for the crisis hotline in the us. Depending on where you're located, you might also be able to contact your local mobile crisis team at any time of engaging with someone in crisis. If you no longer feel safe, it's okay to take a step back and prioritise your own safety. Otherwise, a lot of the steps you can take will involve helping make sure that the person in crisis is safe and not a harm to themself or others when interacting with someone in crisis, your body language and demeanour will be really important. Even though you may be feeling scared or panicked, try to remain outwardly calm, speaking in a warm and neutral tone with low volume and steady tone. You can also be mindful of how you are presenting yourself physically, trying not to move too quickly or suddenly breathing steadily and not engaging in defensive postures, such as crossing your arms. It can also help to make sure that your hands are visible and you're not accidentally standing in a way that may make a person feel trapped.

What is the most important thing to remember if a situation becomes dangerous?