When speaking with someone in crisis, which two aspects of communication are most important?

• A. Body language and tone
• B. Communicated words and eye contact
• C. Written notes and body language
• D. Body language and words

Answer: (A)

When talking with someone in crisis, nonverbal signals and vocal cues carry the most information about how they’re really experiencing the moment. The tone of voice reveals their emotional state, level of fear or agitation, and urgency, which helps you judge safety and respond with appropriate care. Body language shows what they’re feeling beyond spoken words—posture, facial expressions, gestures, and eye contact can indicate openness, withdrawal, or distress, guiding you to adjust your approach to be calm, supportive, and validating. Words themselves can be hard to trust in a crisis—people may be frightened, overwhelmed, or unable to articulate clearly—so leaning on tone and body language gives you a more reliable read on their needs and risk. Written notes aren’t part of the live interaction, and focusing on words alone misses the essential nonverbal messages that signal how to help in the moment.