Phases through which verbal intervention may pass in crisis situations consist of planning, defusing and calming, rapport building, problem management, closure, and evaluation. Basic policies and procedures should be developed to deal with crisis situations. Intervenors should remain calm and take their time and should summon help from emergency response teams, fire and ambulance agencies, and other agencies as required. The crisis situation should be contained as much as possible, crisis negotiators should know how to listen, and particular attention should be paid to safety and problem solving during the course of crisis intervention. Other tactical and verbal crisis intervention procedures are noted that concern the need for positive solutions, crisis incidents involving suicide attempts, verbal contact skills, empathy, loaded or "trigger" words and phrases to avoid, and the importance of clear communication. Things crisis intervenors should not do are identified, and cognitive, affective, and behavioral considerations in crisis intervention are examined. 30 references