Training modules/Dealing with online harassment/slides/communication-style/ja

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コミュニケーション: 意思の伝え方

ハラスメントを報告した人と適切なコミュニケーションを取るには重点が2点あり、第一にその取り方、第二に情報と予想を分け合うことです。

嫌がらせに苦しんでいると通報してきた人との意思疎通で覚えておきたい、最も重要な点の1つは、嫌がらせというものはそもそも相手をおどして動揺させようと意図している点です。そのせいで、あなたが話しかける相手とは、おそらく怖がっているか、怒っているか、傷ついているか、あるいはまたその3つすべての組み合わせでしょう。通報者はあなたから否定的な反応を受けるのではないかと心配なのかもしれません。通報自体の利点が何であれ、それに近づくのさえこわいと通報者が事前に感じていたとしても、長い道のりを、しかも「共感」をこめて進むうちには、安全だと感じてもらうことができます。

Your goal in empathetic communication is to signal to the reporter that you understand that this is a stressful or frightening situation for them.

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.

以下のように、懐疑心や無関心を示す言葉を使用しないでください。

"I disagree" – Remember that they are reporting the situation to you as they understand it. Negative assertions and disagreement won't help you understand the situation better, and may lead the reporter to believe you are not here to help.
"Nothing we can do" – There certainly will be cases where you cannot take action. However, there is a difference between saying "nothing I can do", and offering advice or alternative routes forward. Even if a situation does not call for administrative attention, you may be able to help the reporter with suggestions of other venues, new communication strategies, or referrals to support organizations.
"The person accused of harassment has a good reputation" – Sometimes harassers have a good reputation on their project, which can act as a social "shield". Do not offer opinions on the person accused of harassment. Instead, focus on the reported behavior or actions.