A — approach: this means opening the conversation with compassion and care. Avoid the second person ('you') as this can make them feel under the spotlight; instead ask non-directive questions: how have things been feeling lately? What's home life like right now? This should all be done with clear boundaries, meaning making it clear from the start of the conversation how much time you can give them.
L — listening non-judgmentally: this means letting them talk without interruption, without trying to cheer them up, or fix them, or solve their problems.
G — give reassurance and information: this means pointing them towards some of the self-help resources on the 'There for You' hub. Finally, you can point them towards external resources, such as School of Life and Psychology Today, which cover many wellbeing topics in detail and are easily searchable.
E — encourage professional support: this means sitting down with them and pointing them towards available Quilter services such as Ask a Therapist through Spill, or towards Quilter's EAP.
E — encourage other support: this means encouraging them to reach out to other people in their life, friends or family, who can help them through this time; this can be as simple as asking 'who else can you talk to about this' and 'when did you last see or speak to [the person they mention they can talk to]'.