If a chat isn't going well

If a chat isn't going well, try to adjust to what the person needs. You can ask questions like, "How can I best support you right now?" "What do you feel would be most useful to talk about?"

A chat moves forward with member-listener collaboration, so whatever concern you have about the chat's progress, honestly convey it to the member. For example, you could say: "It seems you have not been able to share much with me, how do you suggest we move forward with this chat?", or in another situation, you could say "It seems our chat has been going in circles and we have not moved forward much, how do you suggest we make this chat useful?"

Secondly, empathy is especially important if someone seems frustrated or is having difficulty expressing themselves. Check this resource .

Thirdly, and very importantly, it helps to remember that as active listeners, we don't try to convince or push members any which way, but we can provide them with a safe space to vent thoughts and feelings without judgment. 

Also, you can contact chat support to get support for your ongoing chat with the member.

If the chat still does not feel productive, firmly and politely let the member know you are not able to support them and they may connect to another listener. Wish them well and end the chat.

Also check: What to do if the chat topic feels uncomfortable/triggering to you