First 10 minutes: what to say before you fix

A 2-page manager toolkit to keep conversations helpful after someone asks for help.

  • Avoid minimising with the right first question

  • Turn “check-ins” into small, useful next steps

  • Make a humane handover when more support is needed

What you’ll get (in 2 pages):

  • Openers you can say verbatim

  • A 3-step listen-first checklist

  • A light escalation mini-map + warm-handover line

  • Boundaries wording to keep it brief and optional

  • A one-sentence follow-up you can paste into your calendar

  • The “iceberg at work” explainer + 3 ‘messy-but-hopeful’ resources

Who it’s for:
People managers, team leads and HR who want practical support (not platitudes).

Why it works:
Most people have already tried things. Listening first keeps them engaged with help.