Empathy doesn't start with "Well, at least...." or "It could be worse" or "I completely understand". It begins with a posture of listening.
Even if you have the best intentions, your attempts to immediately encourage the person or offer help could hurt them or shut the conversation down. When you try to offer a solution before hearing the complexity of the situation, it can make someone feel more isolated and misunderstood. So offer yourself first - listen, show up, ask questions.
You can offer the phrase, "I don't know what to say, but I'm really glad you're telling me about it" or "It sounds like you're in a really hard space right now, I'd like to hear more". Both of these phrases will show the person that you're available and ready to receive whatever they need to tell you.
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