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Discourse Studies
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Doing empathy and sympathy: caring responses to troubles tellings on a peer support line

Christopher Pudlinski

CENTRAL CONNECTICUT STATE UNIVERSITY

Conversation analysis of 53 emotive responses to troubles tellings on a peer support line discovered eight different methods for expressing empathy and/or sympathy. Emotive reactions, assessments, and formulating the gist of the trouble typically occur early on in a troubles telling. Reporting one’s own reaction was found in the midst of troubles telling, as a second reaction to ‘bad’ news or after callers’ reports of their own feelings. Naming another’s feelings and using an idiom occur towards the end of a troubles telling. Sharing a similar experience of similar feelings and expressing one’s feelings were used in various places within a troubles telling and conveyed more than basic concern about the callers’ feelings. These and other differences between methods further detail the various ways support providers and recipients perform empathy and/or sympathy in situ.

Key Words: community mental health • empathy • helplines • social support • sympathy • telephone interaction

Discourse Studies, Vol. 7, No. 3, 267-288 (2005)
DOI: 10.1177/1461445605052177
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