Remember it's not your job to fix the situation unless you were directly involved. People sometimes just need a friend to listen when they're going through tough circumstances. They really don't want you to fix things for them.
Being available to listen is sometimes the best way to show your friend that you care.
If the situation requires you to talk with someone going through difficulties, try to put yourself in the other person's shoes. What would you want a friend to say to you if you were in that situation? In all likelihood, they would like to hear the same thing.
Here are some positive ways to handle difficult conversations:
1. Try to help them identify the problem they're facing. Maybe they're upset over something that's not related to the perceived problem. Listen to your friend as they talk, trying to ask questions to help them determine the real problem.
2. Avoid acting like you know what will happen next. If your friend's going through a difficult time in a relationship, don't tell them everything will work out. Instead, tell them "I'm available to you whenever you want to talk."
3. Ask general questions rather than expecting them to answer questions they may not be ready to answer. "How's it going?" is a better question than asking them if they've moved out of their home after a breakup.
* Let them bring up additional topics when they feel comfortable doing so.
4. Refrain from judging others. Rather than saying you've never trusted a particular company when your friend has just lost a large sum of money, you might want to ask, "Is there anything I can do to help?" Most likely they'll tell you no, but will appreciate your asking.
5. Your similar situation isn't the same as theirs. While it may be true that you've lost a job or a pet, it's not the same thing as losing a loved one.
* Try to encourage your friend to think about the good times rather than their loss.
6. Acknowledge your friend's feelings. "I understand that you were hurt by what they said. I would be hurt, too" is better than telling your friend, "There's no reason to be upset about that." Acknowledge and validate their feelings, and they'll feel better.
7. Think about what your friend needs most. It may be to have someone tell them "I love you." Try to be alert to your friend's unspoken needs. Be reassuring when possible regardless if your friend has spoken a need or not.
8. Let others know you understand their point of view. Telling someone, "This sounds important to you" doesn't mean you'll go along with what they want, but at least you acknowledge what they believe to be the best solution.
9. Stay focused on the problem and don't get dragged into a fight. If they verbally attack, don't take the bait. "I see you're upset, and I'm sorry. Maybe we should take a few minutes for each of us to calm down."
It's important to remember that no matter what the difficult situation happens to be, it's better to listen more than talk. When you do talk, use the positive statements you find here to help you handle the conversation in a supportive and caring way.