Saying the Right Thing in a Difficult Situation

Gretchen Rubin who blogs at The Happiness Project, offers eight tips for finding the right thing to say in a difficult situation.

1. Try to identify the real problem;
2. Don’t assume that you know what’s going to happen next;
3. Find the right level of questions to ask;
4. Don’t react with judgment;
5. Resist the temptation to show empathy by drawing a comparison to your own painful experience;
6. Acknowledge the reality of other people's feelings;
7. Follow their lead; and
8. Think about what a person needs to hear.

Ombuds generally know these tactics, but it's helpful to have this thoughtful and well-organized summary for visitors, especially those who will take the time to read materials after a consultation. (The Happiness Project.)

Related posts: Advice for Stopping a Nag; Tips For Raising Difficult Subjects.