How to Deal with Sensitive Situations

Dealing with sensitive situations is a critical competency for facilitators, particularly in programmes like FRIEND, which involve older adults and professionals discussing personal and potentially emotional topics. Sensitive situations may include emotional disclosures, interpersonal conflicts, or conversations around health, isolation, or loss. Effective management of these situations requires a blend of communication skills, emotional intelligence, and structured facilitation strategies.

Central to managing sensitive situations is training facilitators in assertive and empathetic communication combined with active listening. Assertive communication allows facilitators to express ideas, set boundaries, and guide discussions respectfully without aggression or passivity (Alberti & Emmons, 2008). This balance encourages openness while maintaining order in the group. Empathy is equally essential, as it involves understanding and validating participants’ feelings, fostering trust and reducing defensiveness (Davis, 2018). Active listening, characterized by attentiveness, paraphrasing, and non-verbal acknowledgment, ensures that participants feel genuinely heard and supported (Brownell, 2017).

Creating a safe environment is foundational for participants to share sensitive experiences. Safety encompasses emotional, psychological, and physical aspects, and facilitators must establish norms such as confidentiality, mutual respect, and non-judgmental listening from the start (Rabinowitz, n.d.; Schadavis, 2014). Transparency about session goals and participants’ rights to choose their level of sharing also enhances safety. Skilled facilitators monitor group dynamics vigilantly to manage dominant voices and gently address disrespectful behaviour, reinforcing a space where vulnerability is welcomed (Bens, 2012).

Typical sensitive situations likely to occur in the FRIEND Programme include discussions about loneliness, mental health, physical decline, or familial conflict. Older adults may express fears about dependency or isolation, while professionals may encounter emotional outbursts or disagreements. Recognizing these scenarios enables facilitators to prepare and respond appropriately. For example, facilitators can use grounding techniques to calm heightened emotions or offer private conversations to those unwilling to speak publicly (Schadavis, 2014).

When sensitive issues arise, facilitators should adopt strategies that validate emotions and maintain group cohesion. Pausing the conversation to acknowledge emotional intensity helps regulate the atmosphere (Rabinowitz, n.d.). Reflective statements like “It seems this topic is very meaningful for you” can validate feelings without immediately attempting to solve problems (Rogers, 1961). Offering alternative ways to share – such as writing or one-on-one discussions – respects participants’ comfort levels and prevents overwhelm (Bens, 2012). Facilitators should also be prepared to provide information on external support services if necessary, ensuring participants’ well-being beyond the session (Schadavis, 2014).

Engaging introverted participants in sensitive group discussions poses an additional challenge. Introverts often process internally and may feel overwhelmed in large groups. Facilitators can encourage their engagement by using smaller group breakouts, allowing quieter participants to share in a less intimidating setting (Rabinowitz, n.d.). Providing moments for silent reflection before discussion respects individual processing styles. Alternative contribution methods – such as anonymous written input or digital communication – can further include those reluctant to speak aloud (Bens, 2012). Silence should not be mistaken for disengagement; rather, it often signifies thoughtful involvement (Brownell, 2017).

Here are some suggestions/tips on what the facilitator can do or say in certain sensitive situations (Rahman, 1994):

In summary, managing sensitive situations effectively requires facilitators to combine assertive and empathetic communication with active listening, cultivate a safe and supportive environment, and employ flexible strategies that recognize group diversity. By doing so, facilitators enable meaningful dialogue, respect participants’ emotional boundaries, and foster positive group dynamics. This approach ultimately strengthens the impact of programmes like FRIEND, making them more responsive and inclusive.