Which action is not recommended during an emotional crisis?

• A. Acknowledge feelings
• B. Use active listening
• C. Have a crisis plan
• D. Shout to assert control

Answer: (D)

During an emotional crisis, the focus is on de-escalation and building safety through empathetic, validating communication. Shouting to assert control undermines those goals. It increases arousal and fear, makes it harder for the person to think clearly, and can trigger a defensive or aggressive response, which often escalates the crisis. It also damages trust and can shut down willingness to engage or follow through with help.

By contrast, acknowledging feelings lets the person know their experience is seen and understood, which helps reduce overwhelm. Active listening—carefully reflecting what they’re saying and naming the emotions you hear—helps you understand their needs and signals that you’re truly present, not judging them. Having a crisis plan provides structure and concrete steps to follow, which reduces uncertainty, enhances safety, and gives both of you a sense of control over what comes next.