Operational sequence
- State what you can directly observe or verify.
- Name the person’s emotion or concern without claiming the feared explanation is true.
- Say clearly what you do not know.
- Offer one collaborative next step that protects safety or evidence.
- Return to the question after the person has had time and choice.
Failure states
- Arguing the person out of an experience
- Agreeing that an unverified threat is real
- Using soothing language to conceal coercion
- Treating uncertainty as indifference