Providing Assistance to a Grieving Person

The following could be helpful when a crisis negotiator is assisting a subject or victim during an incident. Keep in mind it can also assist you when engaging family members, friends, or those connected to victims as well. The tips in the blue box can be particularly helpful on what not to say.

 From helpguide.org:

Helping a grieving person tip 1: Listen with compassion

Almost everyone worries about what to say to a grieving person. But knowing how to listen is much more important. Oftentimes, well-meaning people avoid talking about the death or mentioning the deceased person, but the bereaved need to feel that his or her loss is acknowledged, it’s not too terrible to talk about, and his or her loved one won’t be forgotten.

While you should never try to force someone to open up, it’s important to let the bereaved know he or she has permission to talk about the loss. Talk candidly about the person who died and don’t steer away from the subject if the deceased’s name comes up. When it seems appropriate, ask sensitive questions—without being nosy—that invite the grieving person to openly express his or her feelings. Try simply asking, “Do you feel like talking?”

• Accept and acknowledge all feelings. Let the grieving person know that it’s okay to cry in front of you, to get angry, or to break down. Don’t try to reason with him or her over how he or she should or shouldn’t feel. The bereaved should feel free to express his or her feelings without fear of judgment, argument, or criticism.
• Be willing to sit in silence. Don’t press if the grieving person doesn’t feel like talking. You can offer comfort and support with your silent presence. If you can’t think of something to say, just offer eye contact, a squeeze of the hand, or a reassuring hug.
• Let the bereaved talk about how his or her loved one died. People who are grieving may need to tell the story over and over again, sometimes in minute detail. Be patient. Repeating the story is a way of processing and accepting the death. With each retelling, the pain lessens.
• Offer comfort and reassurance without minimizing the loss. Tell the bereaved that what he or she is feeling is okay. If you’ve gone through a similar loss, share your own experience if you think it would help. However, don’t give unsolicited advice, claim to “know” what the person is feeling, or compare your grief to his or hers.

Comments to avoid when comforting the bereaved

• "I know how you feel." One can never know how another may feel. You could, instead, ask your friend to tell you how he or she feels.
• "It's part of God's plan." This phrase can make people angry and they often respond with, "What plan? Nobody told me about any plan."
• "Look at what you have to be thankful for." They know they have things to be thankful for, but right now they are not important.
• "He's in a better place now." The bereaved may or may not believe this. Keep your beliefs to yourself unless asked.
• "This is behind you now; it's time to get on with your life." Sometimes the bereaved are resistant to getting on with because they feel this means "forgetting" his or her loved one. In addition, moving on is easier said than done. Grief has a mind of its own and works at its own pace.
• Statements that begin with "You should" or "You will." These statements are too directive. Instead you could begin your comments with: "Have you thought about..." or "You might..."

Source: American Hospice Foundation

What to say to someone who has lost a loved one

It is common to feel awkward when trying to comfort someone who is grieving. Many people do not know what to say or do. The following are suggestions to use as a guide.

• Acknowledge the situation. Example: "I heard that your_____ died." Use the word "died" That will show that you are more open to talk about how the person really feels.
• Express your concern. Example: "I'm sorry to hear that this happened to you."
• Be genuine in your communication and don't hide your feelings. Example: "I’m not sure what to say, but I want you to know I care."
• Offer your support. Example: "Tell me what I can do for you."
• Ask how he or she feels, and don't assume you know how the bereaved person feels on any given day.

Source: American Cancer Society