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How to support at the distance

02.09.2022

The distance is not an obstacle to support the person in need. Here are some tips that will come in handy if, for example, you communicate by phone or by other means of communication.

  • First of all, ask the person if they are comfortable talking. If the topic of conversation is sensitive, check if they can speak freely now.
  • If you are hard of hearing, ask the person to move to the quieter place. Make sure that you are in the silent place.
  • If it is possible, make sure that the person can see you during the conversation, for example, try a video call.
  • Don’t be afraid to clarify if you don’t understand something: “Could you explain what you meant when you said about…?”, “Please explain in more detail”.
  • Leave the time for pauses if the person is silent.
  • Make comments – this will help the person feel comfortable during pauses: “It’s okay, take your time”, “I’m here if you want to continue”.

If the person is in the state of severe stress (read more about its signs here), try to stay on the line until they calm down or you can contact support services.

 

* Based on the WHO Guide (the name of the adapted Guide is being clarified)

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