In some cases, facts are important
As helpers in an agency or organization, we may have to listen for facts as well as the truth of the person’s story. For example, Red Cross Case Managers have to evaluate the financial needs of Friends based on facts. As we listen to Friends respond to “tell me what happened,” we also determine the extent of the tangible loss.

Being compassionate does not mean being a pushover. For example, we may be custodians of taxpayer or charitable funds. During the Katrina and Rita floods, scammers took advantage of the crisis to defraud Red Cross. Many of these con artists were skillful in portraying fake emotion and appealing to the willingness of others to help. When we respond to a stranger, we can make one of two mistakes: not help a stranger who needs it or help someone who doesn’t need it. Which mistake are you more willing to accept?

This course emphasizes how to respond to real, not manufactured, emotions. Even so, we have to be vigilant to deception.