One of the most important skills when interacting with a person who is experiencing a behavioral health crisis is active listening. The good news? Anyone can do it! Here are six phrases you can use to help:
- “Do you mean . . .” the makes sure you understood what they were trying to say
- “It sounds like . . . “ another way to provide clarification and demonstrate empathy
- “Really?” this phrase demonstrates encouragement to keep speaking and elaborate
- “I’ve noticed that . . . “ by pointing out observations you are demonstrating you are paying attention to verbal and non-verbal communication
- “Let me make sure I have this right.” Summarizes what you have heard the say to validate you have been listening and understanding.
- “I’m sorry. That really ___.” Name the situation (stinks, is terrible, must hurt) to verbally acknowledge how crummy the situation is to validate their emotions.
