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To facilitate the normal stress recovery process, it is extremely important to provide disaster victims with opportunities to talk to someone about their traumatic experiences and feelings in the early stages. It is therefore important to create a comfortable environment in which victims can talk with peace of mind, and to encourage them to express their emotions or thoughts.
"Active listening" is an important listening technique. It is believed that active listening is an appropriate technique that can be employed when listening to others about their disaster experiences. Please refer to the basics and techniques of active listening provided in the following pages, as your guide.
It should be remembered, however, that sometimes people don't want to talk to others. It is therefore important not to try too hard to get victims to talk about their experiences and feelings. Communication through physical assistance, including blood pressure checks, is sometimes more effective. Moreover, some people are difficult to deal with, and it takes time and repeated contacts to develop a relationship with them and have them open up. It is important to respect victims' feelings and pace and to do what you can for them.
Listening to the disaster victim requires a lot of energy. It is therefore necessary to pay attention to your own mental health as well. (cf. Nurse's Handbook-Mental Health Care in Disasters III)
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Basics of active listening
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Concentrate on listening. |
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Do not take initiative in the conversation. Let the speaker talk at his/her own pace. |
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Do not interrupt the speaker. |
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Give responses or questions to encourage storytelling. |
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Encourage the speaker to talk in the order of facts, thoughts and feelings. |
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Do not make judgments or criticisms. |
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Understand the speaker's emotions and empathize with him/her. |
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Grasp the needs of the speaker. |
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Make the speaker feel at ease and provide mental support. |
Source: David L Romo (1995): Disaster and Psychological Care, p. 28, "Ask Human Care"
Step-by-step active listening process
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Approach disaster victims
"It was a terrible disaster, wasn't it?"; "Is everything OK with you?"; "Is there anything I can do for you?", etc.
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When approaching disaster victims at the shelter or disaster site, be careful not to startle them by approaching them without saying anything, and not to be pushy or intrusive toward them. First, take a deep breath to calm yourself, walk to them softly and confidently, and then talk to them in a natural and friendly manner. |
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Ask victims to describe the facts
"Where were you when the earthquake occurred?"; "What did you do first?"; "Who were you with?", etc.
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If the speaker begins to talk, encourage his/her storytelling by asking "who," "what," "when," "where" and "how" questions. Remember that it is easier for the speaker to talk about facts than emotions. |
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Even if the speaker repeats the same story or has difficulty in recalling memories, concentrate your attention on the speaker without giving any pressure. Occasionally repeat his/her words or phrases while listening to assure them that you understand his/her story, and help him/her organize their memories. |
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Ask victims to describe their thoughts
"What did you think when the earthquake happened?"; "What are you thinking about these days?"; "What sticks in your mind most?", etc.
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This process helps the speaker understand what has happened and organize his/her thoughts. |
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Do not criticize the speaker or make critical comments on what he/she said?Aeven if you think it is inappropriate. |
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Ask victims to describe their feelings
"How did you feel when you came to the evacuation center?"; "How do you feel now?", etc.
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Most people will express their feelings naturally while talking about their thoughts. If necessary, however, ask appropriate questions to help them express their feelings. |
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Listen with understanding and empathy. Do not give instructions or make comments. |
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Grief-stricken people are prone to become irritated or feel uncomfortable with questions about their emotions. Respect their feelings. |
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Many victims feel they are living a helpless existence while they are talking about their fears or anxiety. Remember that showing too much compassion or sympathy will increase their sense of powerlessness. Proper support is necessary. |
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Meet the needs of victims
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Generally, disaster victims need a safe and comfortable family life, a sense of security, contact with close friends, and to gain understanding and empathy. They also wish to feel that they can do something to help others, instead of only receiving support. Grasp the needs of victims and provide support that meets their needs as much as possible. |
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Try to help victims understand that their feelings and reactions are not abnormal to the stress they are feeling, and that such feelings will fade over time. |
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Pay attention to details, and offer words of comfort, such as "Take it easy."; "Are you getting proper rest?"; "If you're not hungry, you don't have to eat everything at once." |
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Source: David L Romo (1995): Disaster and Psychological Care, pp. 28-29, "Ask Human Care"
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