Publication Date: April 2009

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Module 3: Basic Skills for Volunteers

Useful Phrases for Crisis Intervenors

• "You are safe now" (if they are).

• "I'm glad you're here with me now."

• "I'm glad you're talking with me now."

• "I am sorry this (specify what the "this" is) happened to you."

• "This wasn't your fault."

• "Your reaction is not an uncommon response to an abnormal event."

• "It's understandable that you feel that way."

• "It must have been upsetting to see (or hear, feel, smell) that."

• "You are not going crazy."

• "Things may never be the same, but they can get better, and you can get better."

• "You are experiencing normal reactions to a traumatic event."

Clutch Phrases

Face it—we all have times when we're at a loss for words. When you find yourself carrying the entire conversation, rely on the following clutch phrases to help get the victim talking again:

• "What do you want to do?"

• "How do you feel about that?"

• "And how do you get along with . . .?"

• "What do you think would happen if you did that?"

• "What have you tried so far?"

• "What do they think about that?"

• "How is that?"

• "What does that mean to you?"

• "What do you think about that?"

• "What is it that bothers you about that?"

• "How do they act?"

• "Have you considered _________? How does that sound to you?"

• "In what way?"

• "How do you mean?"

• "How do you think they would react if you . . .?"

• "Do you want to?"

• "What would you like?"

• "What is the best/worst thing that could happen?"

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Office for Victims of Crime
810 Seventh Street NW., Washington, DC 20531
The Office for Victims of Crime is a component of the Office of Justice Programs, U.S. Department of Justice.