Table 2. Emotion handling during storytelling.

Emotion handling skill	Definition	Examples
Naming	Includes restating / summarizing when the surrogate uses an emotion word or using verbal and non-verbal cues to identify an unspoken emotion.	“It sounds like that was really frustrating for you.” “Some people in this situation would be angry.”
Understanding	Includes empathizing with surrogate emotions and may require exploration, active listening, and use of silence. Paradoxically, saying “I cannot imagine what it is like to X” is a good way to show your understanding.	“I think I understand you as saying you feel some guilt about the decision to withdraw life-support.” “That must have been so difficult to say goodbye.”
Respecting	Acknowledging (e.g., naming and understanding) is the first step in respecting an emotion. Praising the surrogate's coping skills is another good way to show respect.	“I am very impressed with how you followed your father's wishes.” “It sounds like you were really watching over him.”
Supporting	This can be an expression of concern, articulating understanding of the surrogate's situation, a willingness to help, or acknowledging the surrogate's efforts to cope.	“I am impressed by how well you were able to cope with so much internal conflict.”
Exploring	Let the surrogate talk about what they went through (and are going through in the aftermath of the decision) by exploring their story.	“You said this was a living hell – tell me more about what you are feeling now.” “Tell me what you mean when you say that.”