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Series 6 - Focus groups: How to deal with tricky situations (10 Jun 19)
What to do when someone becomes upset and distressed during a focus group
It is not surprising that some people get upset during a focus group as some topics can be sensitive.
Even when you don’t consider that the topic is sensitive, the discussion may raise issues or recollections that can distress some people.
If a member of your focus group seems uneasy or upset you can try point out the sensitive nature of the conversation to the group so as to acknowledge that you realise a subject may be hard to discuss.
It is better not to single out the person who seems upset when you say this, otherwise they may feel put on the spot. You are recognizing and acknowledging more broadly the sensitive nature of the discussion and saying it is ok to be upset.
Avoid comforting them as often people who look upset might find it hard to say why they are upset. But generally it is best if people can talk about it, as often they will actually be happy to admit they are upset.
Surprisingly people will also often talk through their tears in a group setting.
It might seem trivial but if you are aware it’s a potentially sensitive subject, have some tissues handy.
You the moderator may look sympathetic but you must remain impartial and not divulge your own opinion.
Other group members may become very supportive and rally around by saying they have had similar experiences in their lives. Again as the moderator you have to decide if it’s relevant to what you are doing.
If someone is weeping, then this is very different from someone who is tearful.
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