RESOURCE
ACTIVE LISTENING IN CRISIS
Listening is an intervention. When people feel heard, defensiveness and emotional intensity can decrease.
PRACTICAL GUIDE
LISTEN TO UNDERSTAND, NOT JUST TO RESPOND
Give attention. Reduce distractions and show that the person has your attention.
Reflect meaning. Restate the concern in your own words to confirm understanding.
Acknowledge emotion. You can recognize frustration, fear, disappointment, or anger without agreeing with unsafe behavior.
Ask focused questions. Clarify what the person needs and what options may help.
Keep your communication calm and concise. During escalation, shorter messages are often easier to process.
STRENGTHEN COMMUNICATION ACROSS YOUR TEAM.
Request an active-listening and de-escalation workshop.