Experts say we must listen and stay with people when they are very sad.

專家表示，當人們非常悲傷時，我們必須傾聽並陪伴在他們身邊。

Do not try to fix the problem quickly. Do not give tissues or say simple words to stop the crying. Just stay near the person and be quiet.

不要試圖快速解決問題。不要遞紙巾或說簡單的話來停止哭泣。只要陪伴在對方身邊並保持安靜即可。

Wait until the person stops crying before you speak. Do not ask 'Are you OK?'. Instead, let the person talk about their feelings. Listen carefully and repeat what they say.

等到對方停止哭泣後再開口。不要問「你還好嗎？」。相反地，讓對方表達自己的感受。仔細傾聽並重複他們所說的話。

Do not use jokes to make the person feel better. Let the person talk when they are ready. If the person is too sad, tell them to see a doctor.

不要使用笑話來讓對方心情好轉。在對方準備好時讓他們開口。如果對方過於悲傷，請建議他們就醫。

Good help means you are patient and you do not judge the person.

良好的幫助意味著你擁有耐心且不會評判對方。

Current research and expert opinions emphasize that being present and listening actively are the most important factors when helping people who are experiencing an emotional crisis.

目前的研究與專家意見強調，在幫助經歷情緒危機的人時，陪伴在側與積極聆聽是最重要的因素。

Experts from the University of Minnesota, Michigan State University, and City of Hope explain that people often try to 'fix' a situation immediately because they feel uncomfortable. However, offering tissues too quickly or using common clichés can accidentally suggest that the person should stop expressing their emotions. Instead, supporters should stay close and use non-verbal signals to show they are available without putting pressure on the individual.

來自明尼蘇達大學、密西根州立大學與希望之城（City of Hope）的專家解釋，人們往往因為感到不適，而試圖立即「解決」局面。然而，太快遞紙巾或使用陳腔濫調，可能會在無意中暗示對方應該停止表達情緒。相反地，支持者應陪伴在側，利用非語言訊號表示自己在場，而不要給予對方壓力。

Regarding communication, experts suggest waiting until the most intense part of the crying has stopped. It is better to avoid simple questions like 'Are you OK?', as these can force a person to hide their feelings. Instead, using open-ended statements helps the person describe the event, which allows them to process the situation more clearly. Furthermore, active listening techniques, such as repeating or summarizing what the person said, help the individual feel understood and reduce the urgency of the crisis.

關於溝通，專家建議等到對方最激烈的哭泣停止後再進行。應盡量避免詢問如「你還好嗎？」這類簡單問題，因為這可能會強迫對方隱藏感受。相反地，使用開放式陳述能幫助對方描述事件，使其能更清晰地處理局面。此外，積極聆聽的技巧，例如重複或總結對方所說的話，能讓對方感到被理解，並減輕危機的緊迫感。

Additionally, crisis supporters from Lifeline Australia highlight the importance of respecting a person's privacy and their choice of what to share. Many people mistakenly use humor to reduce distress, but this can create a barrier. Practitioners assert that the most effective support involves staying open without forcing the person to talk. Finally, supporters must maintain their own emotional balance and should refer the person to professional clinical services if the situation becomes too difficult to handle.

此外，來自澳洲 Lifeline Australia 的危機支持人員強調，尊重個人的隱私及其選擇分享的內容至關重要。許多人誤以為使用幽默可以減輕痛苦，但這反而可能造成隔閡。從業人員主張，最有效的支持是保持開放態度，而非強迫對方交談。最後，支持者必須維持自身的情緒平衡，若情況過於艱難，應將對方轉介至專業的臨床服務。

Effective emotional support depends on stopping the urge to fix the problem immediately and instead providing a patient, non-judgmental presence.

有效的情緒支持在於克制立即解決問題的衝動，轉而提供耐心且不加評判的陪伴。

Current research and practitioner testimonies emphasize the necessity of non-interventive presence and active listening when addressing individuals experiencing emotional crises.

目前的研究與實務工作者的證言強調，在面對經歷情緒危機的個體時，非介入性的陪伴與積極聆聽至關重要。

The prevailing instinct to implement immediate corrective measures during an interlocutor's emotional volatility is characterized by experts as a response to the observer's own discomfort rather than the needs of the distressed party. Professors from the University of Minnesota and Michigan State University, alongside nursing research directors from City of Hope, posit that premature attempts to 'fix' the situation—such as the rapid provision of tissues or the utterance of platitudes—may inadvertently signal a desire for the cessation of the emotional expression. Instead, the adoption of a supportive physical proximity and the utilization of non-verbal cues are recommended to communicate availability without imposing pressure.

當對話者出現情緒波動時，人們普遍傾向採取立即的矯正措施，專家將此定義為對觀察者自身不適感的反應，而非基於受困者的需求。明尼蘇達大學與密西根州立大學的教授，以及希望之城（City of Hope）的護理研究主管認為，過早嘗試「修復」局面——例如快速遞上面紙或說出陳腔濫調——可能會在無意中傳達出希望對方停止情緒表達的意圖。相反，建議採取支持性的肢體接近並利用非語言訊號，在不施加壓力的情況下表達陪伴意願。

Regarding verbal intervention, a strategic delay is advised until the acute phase of crying has subsided. The transition to communication should avoid closed-ended inquiries, such as 'Are you OK?', which may compel the individual to prematurely suppress their emotions. Rather, the use of open-ended statements facilitates 'cognitive reappraisal,' a process wherein the articulation of the event allows the individual to establish psychological distance. This is augmented by active listening techniques, including the summarization and reflection of the speaker's statements, which reduces the perceived urgency of the crisis by validating that the individual has been understood.

關於言語介入，建議在劇烈哭泣的急性階段平息後，再採取策略性延遲。轉向溝通時應避免使用封閉式詢問，例如「你還好嗎？」，這可能會迫使個體過早壓抑情緒。相反，使用開放式陳述有助於促進「認知重新評估」，即透過描述事件讓個體建立心理距離。這可透過積極聆聽技巧（包括總結與反映說話者的陳述）來強化，藉由確認個體已被理解，從而降低危機感之緊迫性。

Furthermore, the operational experience of crisis supporters at Lifeline Australia highlights the importance of respecting an individual's autonomy regarding disclosure. The tendency to deflect distress through humor or minimization is identified as a common social barrier. Practitioners suggest that the most effective support involves maintaining a state of openness without coercion, acknowledging that the readiness to communicate is a bilateral requirement. Additionally, the maintenance of the supporter's own psychological equilibrium is framed as a prerequisite for sustainable assistance, with a recommendation to refer individuals to professional clinical services when the distress exceeds the supporter's capacity.

此外，澳洲Lifeline危機支持員的運作經驗凸顯了尊重個體披露自主權的重要性。透過幽默或將痛苦輕視來轉移注意力，被視為一種常見的社交障礙。實務工作者建議，最有效的支持是保持開放狀態且不強迫，認可溝通的準備程度是一項雙向需求。此外，維持支持者自身的心理平衡被視為提供可持續援助的前提，建議當困擾程度超過支持者能力時，將個體轉介至專業臨床服務。

Effective emotional support is predicated on the suspension of corrective impulses and the prioritization of patient, non-judgmental presence.

有效的情緒支持建立在暫止矯正衝動，以及優先提供耐心且非評判性陪伴的基礎之上。