I’ve got a hacking cough and a sniffly nose. 🤧
And I’m on another night duty.
I’m not fit to be on the ☎️
Luckily I can still do my shift at Samaritans by getting on emails to support those struggling with emotional distress but who prefer to write in instead of calling in.
Supporting our callers* on email is different than on the phone because
– we have time to read and re-read the email and think about what the caller is trying to say
– we can look at historical exchange for context (though our system deletes everything older than 30 days)
– we can make sure to use the right phrase or words that best suits the response
I take the time to write my response well, and make sure that it cannot be misconstrued in any way.
I put myself in the shoes of the caller, the young student, the stressed professional, that overworked nurse… And read my reply through their eyes.
Does it make the caller feel heard?
That they are understood?
Do they feel safe enough to share more details about what they are going through?
Is there any way they might take something I’ve written in the wrong way?
If so, I will spend time to get it right.
“Why do you think that happened?” could very well be seen as a judgemental question.
I can ask this in a different way.
“What do you think led up to this event?”
People get upset when they feel judged.
The core principle of #ActiveListening and #EmpatheticCommunication is being non-judgemental.
Next time you’re around people having conversations, try to pay attention to the things they say and how they say it.
You’ll find that underneath passive aggressive words are currents and undertones of judgement.
Do you do it too?
The first step to mastering the Art of Communication is to be aware of the power of words – how they can be used to hurt, or heal.
I open my eyes and my ears.
I pay attention to the words, the tone, pitch, emotion and vibe of the speaker.
I pay attention to what’s not being said.
I must first understand if I want to be understood.
It’s a bit more challenging on the written word, but not impossible.
It just takes practice.
#Communication is a skill worth mastering.
Though I still have some way to go when it comes to talking to my not-so-little ninjas 🙄
* we call those we support on the phones, email and webchat our “callers”.
ps: email jo@samaritans.org if you need someone to talk to.
