Active Listening and Communication in PFA

An administrative staff member recently lost a loved one and has returned to work. You notice they are unusually quiet and slow to respond. What is the MOST appropriate response?

• "You’re still grieving? That was days ago."

• "Please catch up with your tasks — others are affected too."

• "I noticed you’ve been quiet lately. I just want you to know I’m here if you need someone to talk to."

• "Let’s not bring personal matters into the workplace."

While talking to a student, you notice they’re constantly checking their phone and not making eye contact. As a PFA provider, what is the most appropriate response?

• "You’re being rude, pay attention!"

• "If you’re not serious, I’ll stop talking."

• "I notice you seem distracted. Is now a good time to talk, or would you prefer later?"

• "Give me your phone."

A teacher confides they’re overwhelmed with work and family problems. What should you AVOID saying?

• "I hear this is really heavy for you. Thank you for telling me."

• "Let’s talk about what’s been most difficult for you lately."

• "Don’t worry, others have it worse than you."

• "You’re not alone — I’m here to listen."

A student who recently transferred sits quietly in class and doesn’t respond even when spoken to.

You approach gently and say, “You seem quiet today. Would you like to share anything?”

The student shrugs and says, “It doesn’t matter. No one listens anyway.” What is the BEST next response?

• "You’re just being dramatic."

• "I’m listening now. What you say does matter to me."

• "Then just stay silent if you want."

• "You’re lucky to even be in this school."

A Grade 10 student walks into the clinic quietly and sits without speaking. You notice they’re holding back tears.

Question:
What is the most appropriate way to begin the conversation?

• "You should speak now if you want help."

• "You again? What is it this time?"

• "I’m here for you. You don’t need to say anything right away. Just know you’re not alone."

• "We don’t have all day, please say what you need."