Helping Clients Who Have a Fear of Heights

Pre-empt the situation

Let’s say you decide to stick with your plan A. We lead people on adventures after all and we are all about taking people out of their comfort zones. (Especially me: that’s what people with a fear of heights come to me for). Or more simply the circumstances conspire that your client is unexpectedly and all of a sudden, out of their comfort zone. This happens to all of us at some stage wherever we are at in our career.

I have clients who particularly wish to challenge themselves at height. I have lots of walks here in the Peak District I use that fit this purpose. One such walk is a traverse of Chrome Hill and Park House Hill.

First of all, as described above, I will know my clients and know what level of challenge they’re up to. Of these two hills, Chrome Hill is slightly kinder than Park House Hill so I will do that one first and see how they get on. But at the end of the day I’m working with people who come from a background of having a fear of heights so it’s really important to get into their heads.

When I walk up a path I constantly think about how this view, this wind, this ground and all these stimuli will be perceived by that amygdala in my client’s head. If I can register something now then I can be sure my client will be doing so but on a much bigger scale. In turn I might try and pre-empt the situation.

I never down-play what the situation is. This is not a time for good old British understatement. (The Hillary “step” – ha!). They will not thank you for such a stance. While things are calm, talk about what lies ahead. Describe it first as how they will see or perceive it, and then describe it how it really, rationally, is.

“As you look up the hill side, it may look impossibly steep and you won’t be able to see where the path is. But as we get closer you will see one traversing upwards to a crest. You will also see that the path is well worn, clear and actually quite manageable. As you head up that path your eyes will see the infinity of air and space beyond the crest. Don’t worry, you are not going to suddenly appear at the top of the Eiger; but instead on an even and spacious platform of grass. The view down the other side will be a big view, but actually you will see it is simply a grassy hillside and one that is not as steep even as this one …” And so on.

Also a part of this communication is explaining exactly how many times they can expect to be challenged. Try not to get this wrong. But if you are unsure, tell them you will make it clear that once it’s all over and you know for sure, that they can then relax.

By talking through what they will be faced with, how many tricky bits there are, and showing them how you understand exactly their thoughts you will be creating a relationship based on TRUST through empathy.

Ok – so now the situation has escalated … What to do

It’s rare things ever get this bad. If you have judged your client and the situation well in the first place then it’s unlikely that you will ever get to the point that a member of your party is glued through panic to the ground/rock/mountain. But if it does happen, you need to calm them down, and then get them moving to somewhere that they agree feels safer.

When helping clients with fear of heights the first thing you need to do is calm the person down. You need them to stop thinking with their amygdala but instead with the big information processing parts of their brain: the frontal lobes. The frontal lobes are good at processing information rationally. This will take a little time and the person may be in a hurry to get out of this situation. Ok, here are some do’s and don’ts:

1. Don’t forget the rest of your team. Take a look in their direction and check they’re all sat safe first.
2. Do get your client to try and control their breathing. “I want you to breathe in through your nose, and slowly exhale. Ok, with me …”
3. Don’t tell your frozen client “it’s fine, you’re fine, there’s nothing to worry about … ” – or words to the effect of “look even my 6yo kid can do this”. This won’t show empathy, understanding nor lead to their trust in you. Do tell them that you will take good care of them. Do tell them that you will stay with them. Do tell them what you are doing through a running commentary.
4. While they’re focused on breathing calmly, tell them you really need them to listen to what you’re going to ask of them and to try their absolute best to answer your questions.  (The amygdala is just too small to answer hard questions, or to manage complex tasks, so the frontal lobes have to take over and these allow the person to think a bit more rationally). Ask them for their phone number. Then ask for their phone number but in reverse. Alternatively can they sing you a song? Singing or music is great for making those frontal lobes work. (Climb Every Mountain is probably more suitable than Stayin’ Alive).
5. Keep them breathing calmly!
6. Tell them your plan and if possible break it down into chunks/achievable goals.
7. Try to get them to move as normally as the position allows. For example standing upright offers a better more normal balanced position. Leaning forward on all fours means that their shoes will be shearing away from underneath them and in turn they will feel less secure.
8. All the time tell them that they’re doing great and how you are getting closer to that safe-finish.

Once you’re in a position that feels safe for them, get them to drink some fluids (they’ll have a dry mouth) and to eat some food since they’ll need to recoup their energy levels. Talk about what’s next.

Does this sound like you?

Maybe you have a fear of heights or maybe there’s something going on that is stopping you from say climbing better. If you find yourself frozen on the crag ever, try doing the same. Sort out your breathing, and then say your phone number in reverse. You may find it just calms the head enough to make that next move!

Don’t reach for the rope – when a reassuring smile will do

So don’t reach for a rope if you can avoid it at all. Chances are, the consequences of a slip in these situations is probably not that great anyway. But thinking about how you position yourself in relation to your client, and how you speak to them can make all the difference.