How to communicate sensitive issues and address to vulnerable groups
We are all wounded and driven into stress by war in our own way. However, there are those for whom a seemingly innocuous remark can become a painful trigger of past experiences, stirring feelings of guilt, anxiety, or flashbacks. Veterans, internally displaced persons, and survivors of sexual violence are just some of the most visible categories of vulnerable groups.
Whether you represent an organization / brand addressing them or are simply a compassionate conversationalist, it is essential to know the basics of sensitive communication.
This means engaging in conversations that take into account a person’s feelings, experiences, needs, and personal circumstances. Specifically for Platfor.ma, the plusone social impact agency, which specializes in sensitive communications, shared insights on how to communicate with people in times of war.
Advice 1
❌ Not recommended: “You must tell the world about the crimes committed against you and seek justice.”
✅ Better approach: “If you feel empowered to share your experience, we will be there to support you.”
A person who has experienced violence is deprived of a sense of agency (a feeling of control over their actions). The perpetrator has demeaned their dignity and violated personal boundaries. We cannot demand that the individual take responsibility for punishing the wrongdoers. Right now, it is critically important for them to simply go through these events, and they may not have the strength left to fight.
Communication should convey a sense of safety, provide space for making their own decisions, and validate their reluctance to share the experienced events and pain
Advice 2
❌ Not recommended: “If you have become a victim of violence, do not remain silent.”
✅ Better approach: “If you have experienced aggression by occupiers, you can receive help anonymously and free of charge.”
Using the term “victim” narrows down a person’s identity to a single characteristic and turns their traumatic experience into the central part of their identity. This carries the risk of inducing feelings of helplessness and hopelessness, potentially deepening the shame they may feel. It is unnecessary to dictate to someone what they should do. Silence is a choice, and it should be respected.
Advice 3
❌ Not recommended: “If you were forced into sex, report it to the police.”
✅ Better approach: “If you have encountered sexual violence, you can reach out to the police.”
Sexual violence has nothing to do with the concept of “sex.” The latter involves consent and pleasure, while the former is driven by the desire to dominate and demean. It’s about coercion and humiliation, and there’s no need to reinforce a connection between violence and sex.
People who have been forced to leave their homes.
Advice 1
❌ Not recommended: “Refugees in Ternopil, please contact us.”
✅ Better approach: “We have an announcement for those who have relocated to Ternopil due to the full-scale invasion,” “Addressing those who were forced to leave their homes.”
The terms “refugee” or “displaced person” are stigmatized. They label a person and turn their temporary status into part of their identity. From a legal perspective, these terms may not be entirely accurate. A “refugee” is a person who is not a citizen of a certain country and seeks protection due to persecution based on race, religion, nationality, political beliefs, etc. People who seek protection in a specific country due to external aggression are defined as “persons in need of temporary protection.” Ukrainians who have left their homes due to the war fall into the latter category.
In short, it’s better to avoid using these terms and instead appeal to an individual’s experience, avoiding generalizations with a single word.
Advice 2
❌ Not recommended: “Women who left Ukraine – it is your duty to socialize your children.”
✅ Better approach: “Ukrainian women who were forced to leave their homes, you can reach out to us for assistance if you experience difficulties with adaptation.”
A mother who is involuntarily abroad may be experiencing complex psychoemotional challenges. She is solely responsible for her child while also dealing with stress related to new conditions, language and cultural environments, and everyday issues.
In such a situation, a directive to the mother about her duties may deepen feelings of guilt for not coping with something and create shame, as she might be seen as a “bad mother.”
Veterans
Advice 1
❌ Not recommended: “We know what you’re feeling. Seek help from us, and we will handle it!”
✅ Better approach: “It’s difficult to imagine what you’ve been through. If you need support, we are here for you.”
Veterans often distrust services and people offering psychological assistance. They believe that only those with military experience can truly understand their problems.
To avoid causing discomfort, it’s best not to claim that we understand the veteran’s experience fully. It’s more likely that their experience is better understood by their fellow soldiers. The value of a qualified psychologist lies in their ability to work with such experiences.
Also, it’s better to avoid directive tones, imperative constructions, or promises that cannot be guaranteed. In such communication, the veteran should feel that help is being offered rather than forced upon them, and their decision is respected.
Advice 2
❌ Not recommended: “It’s hard to imagine the horrors you went through in the war.”
✅ Better approach: “If you ever want to talk about your military experience, we are always ready to listen.”
The war is still ongoing, so the veteran is constantly in an environment of constant re-traumatization, seeing and hearing things that remind them of their traumatic experience. Redirecting the conversation towards difficult memories when the veteran is not ready for it can worsen their emotional state.
Additionally, a special, indulgent, or pitying attitude might simply irritate them.
Advice 3
❌ Not recommended: “Your bravery saved the country and our lives.”
✅ Better approach: “Thank you for standing up for us and our country.”
Avoid heroizing the veteran in your communication. They may not see themselves as heroes and might feel guilty for not doing enough, surviving, and now living in peaceful conditions. A personal address as a hero may intensify these feelings and exacerbate the problem.
