How do you communicate with a person in crisis?

How do you communicate with a person in crisis?

• A. Introduce yourself; Ask for the person's name; Express what you see using the word 'I'; Summarize what you have learned
• B. Shout commands; Demand immediate compliance; Threaten consequences; Leave
• C. Approach from behind; Touch the person; Grab their arm; Step back
• D. Ignore the person; Refuse to listen; Interrupt frequently; End the conversation

Answer: (A)

Communicating with someone in crisis relies on building rapport quickly through calm, respectful conversation. The best approach starts by introducing yourself so the person knows who is talking and feels less threatened. Asking for their name personalizes the interaction and gives them a sense of control. Expressing what you see using I statements—like “I see you’re upset” or “I hear you”—keeps the conversation non-judgmental and reduces defensiveness. Finally, summarizing what you’ve heard shows you’re listening, confirms understanding, and invites the person to correct you if you’ve misunderstood, which helps move toward cooperation. This sequence contrasts with options that escalate risk: shouting commands or threats can trigger aggression; approaching from behind or touching can be dangerous and disrespectful; ignoring or interrupting communicates indifference and stops the de-escalation process.

Communicating with someone in crisis relies on building rapport quickly through calm, respectful conversation. The best approach starts by introducing yourself so the person knows who is talking and feels less threatened. Asking for their name personalizes the interaction and gives them a sense of control. Expressing what you see using I statements—like “I see you’re upset” or “I hear you”—keeps the conversation non-judgmental and reduces defensiveness. Finally, summarizing what you’ve heard shows you’re listening, confirms understanding, and invites the person to correct you if you’ve misunderstood, which helps move toward cooperation. This sequence contrasts with options that escalate risk: shouting commands or threats can trigger aggression; approaching from behind or touching can be dangerous and disrespectful; ignoring or interrupting communicates indifference and stops the de-escalation process.