Case study 1: Social anxiety

A pa%ent was brought to the medic sta%on, Nica, who was in a state of severe distress. It is her
first Pride March with her friends. They were just having fun watching the current performer
when a surge of people crowded around them. She suddenly noted her heart beginning to race.
She then experienced swea%ng, chest pain and discomfort, and shortness of breath. She just
repeatedly says that she feels like she is going to die. Her vital signs were checked and assessed
to be within normal ranges.

PFA Ac6on What you would do or say

LOOK Make a connec%on
Help people be safe
LISTEN Be kind, calm, and compassionate
Meet people’s basic needs
Listen
Give realis%c reassurance
Encourage good coping
LINK Help people connect
Give accurate and %mely informa%on
Make appropriate referral
End the conversa%on

PFA Action What you would do or say

A - pproach Introduce self
individual Be polite and professional
Find a safe, private place to talk
S - tabilize Communicate in a calm, warm tone
emotions Offer guidance for grounding exercises
Ask for permission before touching
S - erve Ask needs. Don’t assume.
needs Offer practical support (water, ventilation), if
unknown.
Help find any friends or family
I - nform of Give concrete information of incident and
facts efforts
Don’t make false promises
Be honest if answer to any question is
unknown
S - upport Respect privacy. Don’t pressure disclosure.
story Allow to assign any meaning they wish toward
crisis.
 Let them cry or go silent
T - urn to Direct to relief station. Don’t force if not ready
further to move.
services Refer to professional as appropriate

Discussion

• While acting as Helper, did participants feel comfortable and competent? What was
particularly challenging? If they said something that didn’t seem helpful, how did they
recover? How were their own emotions activated by trying to help someone in distress?
• While acting as Client, what was helpful and what wasn’t? How would they like to be
treated in that situation?
• What did Observers note in terms of body language and other non-verbal cues? What
was a particularly positive interaction they saw?

Case study 2: Panic aHacks

A friend of a pa%ent calls you over to his friend who appears to be lying on the ground with
tensed muscles and is hyperven%la%ng. Because of the pa%ent's current state, the friend will be
the first aiders' main source of informa%on to begin with. The friend will be able to tell the first
aiders that the pa%ent had just received a phone call from his father who is arguing with him.
Then shortly aXerwards, his friend panicked, started breathing quicker and quicker, and
eventually the hyperven%la%on and tensed muscles.

PFA Ac6on What you would do or say

LOOK Make a connec%on
Help people be safe
LISTEN Be kind, calm, and compassionate
Meet people’s basic needs
Listen
Give realis%c reassurance
Encourage good coping
LINK Help people connect
Give accurate and %mely informa%on
Make appropriate referral
End the conversa%on

PFA Action What you would do or say

Introduce self
 A - pproach Be polite and professional
individual Find a safe, private place to talk
S - tabilize Communicate in a calm, warm tone
emotions Offer guidance for grounding exercises
Ask for permission before touching
S - erve Ask needs. Don’t assume.
needs Offer practical support (water, ventilation), if
unknown.
Help find any friends or family
I - nform of Give concrete information of incident and
facts efforts
Don’t make false promises
Be honest if answer to any question is
unknown
S - upport Respect privacy. Don’t pressure disclosure.
story Allow to assign any meaning they wish toward
crisis.
Let them cry or go silent
T - urn to Direct to relief station. Don’t force if not ready
further to move.
services Refer to professional as appropriate

Discussion

• While acting as Helper, did participants feel comfortable and competent? What was
particularly challenging? If they said something that didn’t seem helpful, how did they
recover? How were their own emotions activated by trying to help someone in distress?
• While acting as Client, what was helpful and what wasn’t? How would they like to be
treated in that situation?
• What did Observers note in terms of body language and other non-verbal cues? What
was a particularly positive interaction they saw?