There’s a conversation you’re avoiding. It feels
important, the stakes are high, there are strong feelings involved and
you are putting it off: “The time isn’t right”; “I can’t find the
words”; “I don’t want to get emotional”.
But delaying doesn’t solve anything and anticipation is often
far more uncomfortable than the conversation itself. Getting started
might involve some awkward moments, but, after that, the situation is
open for discussion and exploration.
Tried and tested approaches can help to smooth the way. Here are
10 useful tips from my experience as a psychotherapist and , developed
while working in some of the highest-stakes discussions – the tender
conversations taking place as people face the end of life. These
principles apply whether you are chatting in person, over the phone or
during a video call. You can even use them in text message
conversations.
Instead of “difficult” conversations, I call them “tender” – and that attitude can make all the difference.
Invite, Don’t Insist
Make sure the conversation is a shared endeavour by starting
with an invitation, rather than launching straight in. Try something
like: “I’ve got something on my mind I’d like to chat about. When would
be a good time for you?” or “You seem worried about something and I
wondered whether you’d like to talk about it some time?” They may agree
to talk there and then. If there’s a delay, check you are not leaving
them anxious about the discussion. Inviting the other person allows them
to consider and to prepare.
Being prepared also applies if someone catches you off-guard:
it’s fine to say, “This is really important and I need some time to
think before we have this conversation.”
Pace Yourself
Important conversations can go wrong if participants talk
themselves to exhaustion. Plan to chat for 10 minutes, or agree to press
pause at a particular point, ready to return to the conversation later.
Remember, too, that sick or recently bereaved people have limited
energy.
When you reach a good stopping point, say something like:
“There’s lots to talk about. Shall we leave it there and chat again
tomorrow/next week?”
Listen to Understand
The most effective discussions are when we listen carefully to
the other person and try to understand. Instead of working out what to
say next while the other person is speaking, just listen. Have
you listened well enough to say it back to them? Check your
understanding by repeating what you heard with empathy, starting with
something like: “Have I got this right? You feel …”
Repeating their viewpoint back also helps the other person to
feel heard and respected. In conversations about disagreement, try to
present the most positive aspects of the other person’s view: it helps
both of you to find common ground.
Be Curious, Not Opinionated
What is the person you are speaking to telling you that you
didn’t know before? How do they see the situation? How are they feeling?
Use your curiosity to ask questions about their ideas, hopes and fears.
Teenagers, in particular, often feel misunderstood and “talked at”
rather than listened-to, but demonstrating genuine curiosity can help
them to explore their own experiences.
Don’t be afraid to ask whether a distressed person feels safe:
this question can unlock conversations about escalating tensions at
home, school or work, fear of (or actual) abuse, thoughts of self-harm,
worries about a terminal illness etc. Talking about these fears won’t
make them a reality, and it may also encourage someone to access more
specialist support.
Give Unwelcome News Gradually
Rather than causing shock by blurting out news that is
unexpected, begin by giving the background or (often better) by asking
the other person to tell “the story so far”. For example, you could say:
“I want to talk about Mum’s health. Tell me how you think she’s been
recently … ”. That initial recap creates a space where the new,
unwelcome information is less unexpected. Now you can add the bad news,
beginning with: “I’m sorry to tell you … ”
Even if you are to blame in some way for the unwelcome news –
such as in a breakup, for example – a stepwise approach to confessing
bad behaviour or even ending a relationship gives the other person an
opportunity to anticipate the information and manage their response to
it.
Sit With Distress Without Trying to ‘Make It Better’
It’s not a bad thing if strong emotions are expressed during a
difficult discussion: don’t try to close them down by offering
reassurance or advice. Be a quiet companion to those in distress; if
they cry or rage, or fall helplessly silent, stay present and validate
what they feel. Useful phrases include: “It’s OK to feel like this”,
“I’m sorry this is so upsetting” or “I’m glad you can talk about this
with me”.
A condolence visit may involve listening to sorrows and
“what-ifs”. A sick relative may want to discuss end-of-life wishes or
regrets. Your attention is far more helpful than platitudes. Respect the
fact that some things cannot be made better.
Don’t Interrupt the Silence
Silence is often where we do our thinking. We can support
someone without interrupting their flow of thoughts by saying simple
phrases that show we are maintaining attention: “Take your time”; “I’m
not in a hurry”; “This needs some thought”. This is especially helpful
when you can’t see each other – for example, during a phone call.
Respecting silence can be a challenge if there are several
people in the conversation. You may need to be explicit, saying: “Let’s
give each other time to think” or “I think we need a moment of quiet
now”.
Support, Don’t ‘Fix’
We can disempower people by taking over – but if the solution
was easy, they would have solved their difficulty by now. Instead of
proposing ways to fix a problem, ask instead what solutions they have
considered or what they would advise someone else in their situation to
do. It’s surprising how often a person feeling completely stuck can tell
you the great advice they would give a friend in the same position.
End on a Positive Note
Giving a time warning is helpful if you know one or other of you
needs to finish the discussion soon. “Thank you” is a good note to
finish on: even in a disagreement, giving thanks for their honesty and
time shows appreciation and respect. Your disagreement need not become a
ruptured relationship.
Look After Yourself
If you are left feeling unsettled by a conversation, remember to
treat yourself kindly. Some people take five minutes to walk outdoors
or to focus on their breathing. These “mindful moments” help us to
recentre ourselves. Confidential debriefing with someone else can also
be a helpful practice.
Don’t pick up the other person’s burden: the solution is for
them to find, but compassionate conversation can help others to process
their experiences. That is often help enough.