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We hope that the steps, useful phrases and do’s and don’ts provided in this video can help you start an in-person, online or telephone conversation with a young person in crisis. Due to the growing popularity of online and telephone support, we have included the pros and cons of online/phone support to build your confidence supporting young people on these platforms. Remember that your own personality and flare is also just as important during the conversation, and will make the conversation feel more natural. 

Ask clarification questions, when necessary, and actively listen so you can effectively respond or validate the young person’s experience. The conversations can be difficult (emotionally) for the young person so make sure the young person feels like it is okay to cry and be upset, and that you will still be there to listen and provide support. Humanise them and make them feel valued.