Come to an Agreement on Something:

• Establish a point of agreement that will help 

solidify your relationship and gain their trust.

• Active listening will help you fi nd a point 

of agreement.

Speak to the Person with Respect:• Use words like please and thank you.• Do not make global statements about the 

person’s character.

• Lavish praise is not believable.• Use positive language.If the Person Becomes Agitated, He or She May—Challenge or Question Authority:• Answer the question calmly.• Repeat your statement calmly.Refuse to Follow Directions:• Do not assert control. Let the person gain 

control of self.

• Remain professional.• Restructure your request in another way.• Give the person time to think of your request.Lose Control and Become Verbally Agitated:• Reply calmly.• State that you may need assistance to help 

them.

Become Threatening:• If the person becomes threatening or 

intimidating and does not respond to your attempts to calm them, seek immediate assistance. (2)

(1) Adapted from 

for the Study ostudyoftrauma

(2) Adapted from 

Health Psychomentalhealth.s

Managing Intense EmotionsWhen people are fi rst faced with disaster and you fi rst meet them, intense emotions are often present and appropriate. They are a result of intense fear, uncertainty, and apprehension. DO:Communicate Calmly: Use SOLER• Sit squarely or stand using the L-stance 

(shoulder 90o to the other person’s shoulder).

• Open posture.• Lean forward.• Eye contact.• Relax.Communicate Warmth:• Use a soft tone.• Smile.• Use open and welcoming gestures.• Allow the person you are talking with to 

dictate the distance between you.

Establish a Relationship:• Introduce yourself if they do not know you.• Ask the person what they would like to be 

called.

• Do not shorten their name or use their fi rst 

name without their permission.

• With some cultures, it is important to always 

address the person as Mr. or Mrs.

Use Concrete Questions to Help the Person Focus:• Use closed-end questions.• Explain why you are asking the question.
Information Clearinghouses

National Mental Health Information Center (NMHIC)P.O. Box 42557, Washington, DC 20015(800) 789-2647 (English and Español) (866) 889-2647 (TDD)www.mentalhealth.samhsa.govNational Clearinghouse for Alcohol and Drug Information (NCADI)P.O. Box 2345, Rockville, MD 20847-2345(800) 729-6686 (English and Español) (800) 487-4889 (TDD)www.ncadi.samhsa.govTreatment LocatorsMental Health Services Locator(800) 789-2647 (English and Español)(866) 889-2647 (TDD)www.mentalhealth.samhsa.gov/databasesSubstance Abuse Treatment Facility Locator(800) 662-HELP (4357) (Toll-Free, 24-Hour English and Español Treatment Referral Service)(800) 487-4889 (TDD)www.fi ndtreatment.samhsa.govHotlinesNational Suicide Prevention Lifeline(800) 273-TALK (8255)(800) 799-4889 (TDD)SAMHSA National Helpline(800) 662-HELP (4357) (English and Español)(800) 487-4889 (TDD)Workplace Helpline(800) WORKPLACE (967-5752)www.workplace.samhsa.gov/helpline/helpline.htm

When you work with people during and after a disaster, you are working with people who may be having reactions of confusion, fear, hopelessness, sleeplessness, anxiety, grief, shock, guilt, shame, and loss of confi dence in themselves and others. Your early contacts with them can help alleviate their painful emotions and promote hope and healing.Your goal in providing this psychological fi rst aid is to promote an environment of safety, calm, connectedness, self-effi cacy, empowerment, and hope.DO:Promote Safety:• Help people meet basic needs for food 

and shelter, and obtain emergency medical attention.

• Provide repeated, simple, and accurate 

information on how to get these basic needs.

Promote Calm:• Listen to people who wish to share their 

stories and emotions, and remember that there is no right or wrong way to feel.

• Be friendly and compassionate even if people 

are being diffi cult.

• Offer accurate information about the disaster 

or trauma, and the relief efforts underway to help victims understand the situation.

Promote Connectedness:• Help people contact friends and loved ones.• Keep families together. Keep children with 

parents or other close relatives whenever possible.

Promote Self-• Give practi

toward help

• Engage peoPromote Help• Find out th

governmenand direct pavailable.

• When they 

people (if yservices are 

Psychological First Aid for First Resp