Communication Guidelines
Recommended and prohibited phrases for crisis support communication, designed to validate, support, and avoid harm.
Recommended Phrases
Validation
- •"That sounds really hard."
- •"Your feelings make sense."
- •"Anyone would feel that way in your situation."
- •"You're not alone in feeling this way."
Active Listening
- •"Tell me more about that."
- •"What happened next?"
- •"How did that make you feel?"
- •"I'm here to listen."
Support
- •"I'm here to help however I can."
- •"Let's work through this together."
- •"What would be most helpful for you right now?"
- •"I believe you can get through this."
Prohibited Phrases
Dismissive
- ✗"Just think positive."
- ✗"Others have it worse."
- ✗"You should be over this by now."
Minimizing
- ✗"It's not that bad."
- ✗"Don't worry about it."
- ✗"You're overreacting."
Judgmental
- ✗"That was selfish."
- ✗"You should have known better."
- ✗"Why would you do that?"
Clichéd
- ✗"Everything happens for a reason."
- ✗"Time heals all wounds."
- ✗"God has a plan."