Translations:Training modules/Dealing with online harassment/slides/communication-style/5/en

Some ways to communicate empathy will involve your choice of words and phrases. Try to use language that approaches the report with concern and attention, like:
 * "I understand" or "Could you help me understand" – Let the reporter know that you are not just reading the words they wrote, but rather are truly trying to grasp the situation. If the initial report is clear and thorough, show them that you understand their situation. If you need to ask questions to get a handle on the situation, ask them in a way that communicates "seeking to understand" rather than skepticism or doubt about the report.
 * "That must be (frightening/hurtful/upsetting)" or "I see that you are (frightened/hurt/upset)" – Active listening is an important skill in these situations. Your communications to the reporting user should indicate that you understand why they felt it necessary to reach out to you.