When is the best time to talk to someone in crisis?

Best Time to Attempt to Talk with an Individual in Crisis

The best time to talk with an individual in crisis is when they are in a calm, receptive state where verbal communication is possible, using supportive listening techniques and a quiet environment with minimal distractions. 1

Communication Approach During Crisis

Timing Considerations

• Attempt communication when the person appears emotionally accessible
• Wait for intense emotions to subside before engaging in substantive conversation 1
• Maintain a quiet sonic environment (below 70 decibels) to facilitate better communication and concentration 1
• Allow sufficient time for contact - rushing communication during crisis can reduce effectiveness 2

Communication Techniques

1. Use closed-loop communication:

   • Ensure verbal repetition of important information
   • Confirm understanding through feedback
   • This approach has been shown to improve team efficacy in critical situations 1

2. Adopt a calm, understanding attitude:

   • Speak with a calm tone and direct, honest manner
   • Remain respectful and positive
   • Listen carefully without judgment 1

3. Create a structured conversation:

   • Begin with supportive listening about recent stressors and current problems
   • Use semi-structured interview techniques for gathering critical information
   • Collaboratively identify clear signs of crisis (behavioral, cognitive, affective, physical) 1

Environmental Considerations

Setting

• Maintain a quiet environment to favor reflection and concentration
• Reduce background noise which can impair clinical reasoning and communication 1
• Create a serene atmosphere essential to the correct sequencing of actions 1

Team Approach

• Ensure proper briefing before attempting crisis communication
• Establish collective awareness through sharing of a mental model
• Determine the role of each professional to make the interaction as predictable as possible 1

Common Pitfalls to Avoid

• Rushing the interaction: Taking time for contact is crucial for building rapport 2
• Hostile or aggressive responses: These induce modified behavior and communication breakdown 1
• High background noise: Can impair clinical reasoning and communication effectiveness 1
• Police involvement without preparation: May increase feelings of stigma and reduce cooperation 2
• Single, brief interventions: Research indicates that one-time communications are less effective than repeated contact 1

Special Considerations

• Personal crisis plans should be consulted when available 2
• Focus explicitly on communication with the person despite their acute condition to enhance cooperation 2
• Avoid fragmentation of attention (multitasking) which can increase errors 1
• Consider using a crisis response plan that includes:
  • Identification of self-management skills
  • Collaborative identification of social support
  • Review of crisis resources 1

By following these guidelines and timing the intervention appropriately, healthcare providers can significantly improve outcomes when interacting with individuals in crisis, potentially reducing morbidity and mortality while enhancing quality of life.