If you are someone that can help

Here are some tips for speaking to flooded people:

• Uninterrupted listening - is the individual upset, tense, or angry, this is not directed at you, it is just their frustration
• Validate the person's feelings
• Put yourself in their shoes 
• Try and identify what the individual's issues are and process the information you received - take notes afterwards
• Don’t just signpost – tell people why you are suggesting alternative contacts or places for getting help
• Make sure that you follow up with the individual if this was agreed
• If you pretend to help but never contact the individual back, they will feel even more lost and frustrated