Be patient, give the person the opportunity to talk
Let the person know you are listening via your verbal and non-verbal responses
Set aside your biases
Determine what the person needs from you
Minimize the person's feelings
Express disapproval of the thoughts or feelings discussed
Ask "Why" questions
Be defensive or personalize what the person is saying
Be Aware of Your Own Limitations
Consult with an on-campus counsellor or advisor
Do not take on too much responsibility
Do not deal with a crisis alone
Do get other people involved
What to Say
Make a general statement such as: "You seem to be fairly upset about this and I think that you could use some help in sorting out these issues. I am concerned about you and I would like you to consider talking with a counsellor."
If the referral is rejected, do not take it personally. Listen to the person's concerns about seeking help. Normalize the referral process, making it clear that your wanting the person to see a counsellor does not mean that you think that there is something wrong with the person. Emphasize that Western provides free counselling and that the person can check it out to see if it is helpful. Keep the lines of communication open.