CREATING A RELATIONSHIP WITH AN IMMIGRANT TO DO NOT TO DO Create a welcoming and safe environment demonstrating openness and willingness to listen. Use clear, simple, and jargon-free language, adapting to the person's level of understanding. Show empathy and respect for the migrant's history and journey, avoiding judgments or prejudices. Ensure confidentiality and discretion to foster a climate of mutual trust. Encourage active listening: nod, rephrase what is said to show understanding, avoid interruptions. Learn about customs and the culture of origin to facilitate communication and prevent misunderstandings. If necessary, use cultural mediation to improve dialogue and mutual understanding. Provide information on available support services, such as legal, health, and psychological assistance. Do not express judgments or stereotypes about the migrant's culture, religion, or personal choices. Do not minimise the difficulties reported or the traumas suffered. Do not impose solutions or advice without fully understanding the context and individual needs. Do not use a paternalistic or childlike tone. Do not interrupt or rush the conversation. Do not ask intrusive or persistent questions about traumatic events. Do not assume that the migrant immediately understands local rules and regulations without adequate explanation. Role-play PROBLEM Exercise 1: there is a difficulty in communication and an initial distrust from a migrant, who struggles to express their experience and needs Exercise 2: the migrant openly expresses their difficulties, but needs support to access services and feel integrated into the community Create a safe and welcoming environment Use active listening Provide information about available services Promote inclusion and intercultural understanding AIMS Location: reception centre Characters: social worker and Ahmed Case-study: Ahmed is a young migrant who arrived in Italy a few months ago. He doesn t speak the language well, has difficulty asking for help and feels lost and isolated. Mario approaches him in a friendly way and Ahmed admits that he often misses his family. With empathy, Mario tells him about the opportunities available (language courses and support groups) and suggests putting him in touch with other young people who are experiencing the same situation to help him feel less alone. Ahmed gratefully accepts the help. EXERCISE 1 Location: counselling service Characters: cultural mediator and mother of two children Case-study: Fatima, a mother of two children, is worried about her family's future because she fears she won't be able to provide a stable environment for her children. Laura listens to her with empathy and asks if she has sought support. Fatima admits that she doesn't know where to turn and Laura offers her information on services for migrant families and suggests a meeting with a social worker. She also suggests that she participate in support groups for migrant women, where she could find comfort and sharing. Fatima gladly accepts and Laura provides her with the necessary contacts. EXERCISE 2 358 extra