Asklemmy

I'm not an expert but have worked in these kinds of environments on and off over the years.

It's hard to offer broad advice as every encounter is different. Your workplace might offer training though to give you some tools, which will likely also teach you the things not to say (eg promising a result, stoking the fire, preaching, etc).

Calming someone down isn't always the goal either, sometimes people just need to process difficult information or grieve for the loss of a loved one. All you can do in this situation is to offer a safe place to do that, and maybe a sympathetic ear if they need to talk, and perhaps to validate their feelings. Otherwise just being present is often enough, as is knowing when to give someone space.

I not an expert in this, but I work with patients who often need help calming down. In the beginning I tried to say a lot of things, offering a different perspective or trying to fix a problem. But now I just try to be there and listen. And not try to fill the silence. Sometimes a calming hand on the shoulder helps, sometimes not. Affirm the feeling and don't argue facts. Last week a patient was upset because she was hallucinating an injured angry dog outside. Instead of telling her she's wrong, I can only say that I myself cannot see a dog, but it sounds scary, and that she's safe here. Another patient said she wanted to die. I think I just said "is that how you feel?" and so but the important part is to be there, just being, without rushing, letting someone feel seen and heard.

How about some Midazolam?