This week’s post will discuss specific ways in which crisis counselors can be helpful.
A good crisis counselor follows direction. Crisis counseling is non-intrusive and also practical. A crisis counselor must be able to walk into a room and determine who needs help the most. People who are very angry and may act out need to be helped first, because if they become violent they may upset the person who is crying. Another high priority would be someone who appears to be mentally ill. If someone is already being comforted, leave them alone.
In a crisis situation, people often feel that they have lost control. This terrible thing has happened to them and they could not stop it. Therefore, crisis counselors can be helpful by offering the clients choices: Would you like me to sit here or there? Would it be OK if I called you tomorrow? Another way to help someone in crisis is to prepare them as to what will happen next, ie. when you walk outside you will see a lot of police, etc.
Crisis management is about receiving information, if the client wants to tell us what they saw, etc. In fact, it is a good idea to gather some basic information, like where they live or whether they are military so that they can be connected with the appropriate services. Crisis counselors generally do not give information, unless it’s just a card or brochure to a resource. Dissemination of any information at a more detailed level will generally not be effective, since the person is usually in a state of shock. As the person recovers, they will discover the brochure or card that you gave them and at least remember it was important. At that point, they can make a call if they want to get more information on the resource.
De-escalation is very important in crisis counseling. If you are unable to de-escalate people, they may start to become violent. Some specific suggestions:
- Remain calm. Speak softly and calmly. The person’s anger is not about you, and if you become angry in return it will just make the situation worse. And never argue with someone who is intoxicated.
- Validate. You don’t have to agree with the facts as the person is stating them, but you can acknowledge their feelings and show that you are listening by paraphrasing to them what they have told you. It is especially helpful to listen for feeling, and reflect it. i.e. “Wow, you must be really angry that…..”
- Don’t defend yourself by attacking back. This is likely to just make the person more angry.
- Keep your personal space. The closer you get to someone, the more they may feel threatened.
- If the person wants to escape the situation, allow them to. Do not block them or try to get them to stay. In fact, the more you can get people away from the trigger to the trauma, the better.
Yours in the Joy of Knowledge,
Barbara LoFrisco
*Source: Presentation by Dr. Amy Menna, University of South Florida, 4/16/13
