Page 10 - Course 6 Responding When Things Go Wrong

Calm, Connect, Support: Key Principles

Get calm

– or get help (change face).

Connect 2 Calm

Say and do things which show you ‘get’ how things are

for them and want them to feel good.

Use supportive ‘team’ language.

Don’t pitch a battle;
instead, offer supports to get back on track.

Stay curious
What are their unmet needs and weaker skills?

It’s got to be good for everyone: maintain your own /

others needs too: if they really cannot manage the

expectations of that task/place, they need to be
somewhere they can manage.