Help them feel safe
When someone is overwhelmed, feeling safe can mean many things. It can mean being spoken to calmly. It can mean having space, privacy and time. It can mean knowing they will not be judged, blamed or shamed for what they are going through.
You can help by:
- speaking calmly and respectfully
- giving the person space if they need it
- asking what would help them feel more comfortable
- not pushing them to share more than they want to
- respecting their privacy, culture and personal experiences
What this might sound like…
“We can take this slowly. You only need to share what you feel comfortable sharing.”
Help them feel heard
Many people do not need immediate advice. Often, they first need someone to listen.
Listening can help someone feel less alone. It can also help the person make sense of what is happening for them.
You can help by:
- putting away distractions
- letting the person speak without interrupting
- allowing silence or pauses
- acknowledging what they are saying
- avoiding judgement or quick solutions
What this might sound like…
“That sounds really hard. I’m glad you told me.”
Respect their choices
When life feels overwhelming, having choices can help someone feel more in control.
Where it is safe to do so, involve the person in decisions about what happens next. Ask what they need, what has helped before and who they trust.
You can help by asking:
- “What would feel helpful right now?”
- “Is there someone you would like me to contact?”
- “Would you like me to listen, or help you think through some options?”
Small choices matter
Even small choices, such as where to sit, who to call, or whether to talk now or later, can help someone feel more respected and supported.
Hold onto hope
When someone is struggling, it can be hard for them to see a way forward.
Holding hope does not mean saying “everything will be fine” or minimising what they are going through. It means staying alongside them, recognising their strengths and reminding them that support is available.
You can help by:
- focusing on one small next step
- reminding them they do not have to face things alone
- encouraging support when they are ready
- noticing their efforts, strengths and reasons to keep going
What this might sound like…
“You do not have to figure everything out today. Let’s think about one next step.”
Look beyond the behaviour
Sometimes people act in ways that are hard to understand when they are stressed, frightened, grieving, overwhelmed or feeling unsafe.
A caring response looks beyond the behaviour and asks what might be happening for the person.
Instead of thinking: “What is wrong with them?”, try thinking: “I wonder what they might be going through?”
This does not mean accepting unsafe or harmful behaviour. It means responding with curiosity and care, rather than judgement, wherever possible.
