This weekend the unthinkable happened – the mass killing at a Pittsburgh synagogue. It follows too many other mass killings at churches, schools, movie theaters, and numerous locations where we used to feel safe. Nothing in life prepares us for the traumatic experience of violent crime. Although violent crime rates have declined slightly in recent years, according to the FBI there has been an increase in active shooter incidents from 17 in 2013 to 20 in both 2014 and 2015.  

Victims of violence and their families and friends experience crisis reactions; the levels of extremes will differ from person to person based on their personal situation at the time of the crime, the impact of the crime, and resulting injuries. As each person is unique, so are victim reactions, responses, and recovery. It is impossible to compare one experience, response, or recovery to another.

How the victim of a crime and their loved ones are treated immediately following the crime can impact their ability to cope and recover. They will need to know what comes next by way of the crime investigation and the resulting criminal justice process.

In times of crisis, friends, acquaintances, and loved ones willingly provide support. But support wanes along with the months, and it is easy to lose patience as time passes. You can play a pivotal role in the recovery process by remaining a presence in their life—no matter how long it takes. As Walter Winchell once said, “A real friend is one who walks in when the rest of the world walks out.”

What to say and do:

• Express sympathy and sorrow for what has happened.
• Anyone who has lost a loved one to a violent crime will need your caring patience. It takes a long time to heal, and they will need your support during the process.
• Anger is a natural response to a violent crime. Listen with patience; the victim of crime is not looking for answers but an opportunity to vent their anger.
• Recognize that they will grieve in their own way.
• Do communicate your willingness to support the victim of crime in whatever ways you can. Individuals who have someone to lean on increase their chances of healing from the trauma.
• Offer to help with basic necessities—grocery shopping, cleaning, laundry, food preparation, child care, and carpooling—as they might find it impossible to resume their normal housekeeping and caregiver tasks.
• Encourage them to participate in the judicial process to restore a sense of control.
• Offer to listen. The individual will need to tell their story over and over again to process what has happened.
• Allow them to grieve in their own way.
• Encourage them to express their grief and sorrow for as long as they need.
• Do continue to keep in touch with them and remember them during significant dates and difficult periods, such as the anniversary of the crime, a birthday, or holidays.

Suggestions on what to say:

• I am here for you when you need me.
• I care about you and will support you however you might need me.
• I have never experienced this before; please let me know how I can help you.
• I will always be your friend; nothing can change that.
• I will miss him (her), too.
• I’d like to help in any way I can.
• It’s not your fault.
• This was a terrible crime, and I am sorry it happened to you.
• What you are feeling is normal.
• You can talk to me at any time.
• You did the best you could.
• You were in no way to blame for what happened.

Adapted from How to Say It When You Don't Know What to Say© by Robbie Miller Kaplan. All rights reserved.

We often wonder how we can possibly make a difference in the life of someone with a frightening diagnosis, dealing with illness or treatment, or mourning the death of their loved one. And yet there is something powerful we can do that costs nothing but our time. One of the greatest gifts you can give someone facing difficulty is the willingness to listen.

Listening doesn't come easy. It is a skill, just like speaking and writing, and like any skill, you need to practice: The more you practice, the better you become.

We each have the ability to give this all-important gift – our time and attention. Here are some strategies to help you become a better listener: 

1. Choose a private and comfortable place to talk.

2. Disregard your own feelings and thoughts and focus solely on the speaker.

3. Look directly at the speaker.

4. Avoid interruptions and don't talk.

5. Demonstrate warmth in your voice and your facial expressions.

6. Change position if you find your mind wandering or feel you are slipping away. 

7. Stay calm and be patient. 

8. Keep in mind that your attentive listening is better than anything you could possibly say.

Years ago, a friend’s mother died. My friend shared the time and place of the visitation and yet I chose not to attend. I had good excuses; I was living in a large city and was unfamiliar with the part of town where the visitation was held. Also, my faith does not hold visitations and I had no idea what to expect. Instead, I wrote a condolence note and I stayed away. The day after the visitation, before my note arrived, my friend called. During our conversation, she told me that an acquaintance from work had showed up at the visitation. She shared that even though they weren’t friends, she had embraced her warmly and was so glad to see her.

The experience taught me the importance of making that initial connection with friends and loved ones following a death. It’s like breaking the ice in any situation; it may feel very awkward at first, but once you make contact, communication becomes easier.

For example, a member of my congregation experienced a terrible loss. Several weeks after his wife’s death, I saw him sitting alone before services. I approached him and gave him a hug and told him how sorry I was for his loss. When I returned to my seat, other members of the congregation followed my lead. It appeared as if they needed someone to show them that it was okay to make contact.

So how do you break the ice? And is it always okay to give a hug? If you are physically nearby, show your support by attending the visitation, the funeral or memorial service, and the reception. And speak to the bereaved. If the family is accepting visitors at home, pay your respects. If you are uncertain about whether it’s appropriate to give a hug, it might be best to ask, “Is it okay to give you a hug?” as not everyone is receptive. Condolence messages, whether by card or note, as well as donations are always appreciated.

But what if you are neither nearby nor close to the bereaved? It’s still appropriate to write a note or send a card. And if you’d like to remember the deceased with a donation, that’s okay, too.

Once you’ve broken the ice, your support in the days ahead will be welcome. You might make a phone call, just to say hello and let them know you’re thinking of them. If they don’t answer the phone, leave a short message. E-mail is also a great way to keep in touch. If you live nearby, you might visit. The most helpful thing you can do is keep in touch.

Robbie Miller Kaplan is an author who writes from a unique perspective as a mother who has lost two children. She has written How to Say It When You Don't Know What to Say, a guide to help readers communicate effectively when those they care about experience loss, now available as e-books for "Illness & Death," "Suicide," "Miscarriage," "Death of a Child," "Death of a Stillborn or Newborn Baby," "Pet Loss," "Caregiver Responsibilities," "Divorce" and "Job Loss." All titles are in Amazon's Kindle Store

What can you do when a child dies and you want to keep their memory alive? That's what one mom asked. She was deep in grief and she didn’t want her little girl forgotten. She wanted her daughter to remain a part of her life, but she was in so much pain, she couldn't figure out how to do it.

When our son and daughter died in infancy, my husband and I also searched for ways to remember and honor their memory. We donated a rocking chair to the children's hospital where they were treated because there were never enough rocking chairs. It bore a plaque that stated it was in our children's memory and the doctors told us that they thought of us whenever they used the chair. We also donated children's books to a library and had a label affixed in memory of our children. And we  established and donated to a research fund at the hospital where they were treated.

In Elizabeth Edwards' book, "Saving Graces," she shares a number of things she did to keep her teenage son Wade's memory and spirit alive. She donated funds to create a computer lab in his memory at a local school and she also volunteered there. To remember Wade on the first anniversary of his death, she worked with a local ice cream store and prepaid for a number of cones. She then printed vouchers for a free ice cone in Wade’s memory that she distributed to children on the anniversary of his death.

A reader shared something similar; she ordered from a fast food restaurant and when it was time to pay, she was told her bill had been paid for. She was given a certificate that said she had been gifted with a random act of kindness in memory of a deceased child. It included a website that was a memorial to the child. The same reader shared that a friend’s family made magnets to remember their beloved daughter and sister. They chose a quote: “Remember Cathy and live life with a shout not a whisper.” They had the quotes printed on regular printer paper and used magnet kits purchased at office supply stores. Family members keep the magnets on their refrigerators and it gives them an opportunity to think and talk about Cathy.

If you, too, are aware of creative ways to keep your loved one’s memory alive, please share them with us.

Robbie Miller Kaplan is an author who writes from a unique perspective as a mother who has lost two children. She has written How to Say It When You Don't Know What to Say, a guide to help readers communicate effectively when those they care about experience loss, now available as e-books for "Illness & Death," "Suicide," "Miscarriage," "Death of a Child," "Death of a Stillborn or Newborn Baby," "Pet Loss," "Caregiver Responsibilities," "Divorce" and "Job Loss." All titles are in Amazon's Kindle Store

My friend’s dad died several years ago but she thinks of him often; his golf hat and golf clubs are a constant reminder. She stores them where they’re visible and she smiles when she walks by. A cousin wore his dad’s coat the first winter following his father’s death and a friend found great comfort using her mom’s handbag while she grieved her loss.

These stories made me think of my grandma. She was constantly in the kitchen and she always wore an apron. I wear an apron too and every time my hands reach behind to tie the bow, I think of my grandma. And I’ve continued her legacy by giving every family member an apron.

These tangible reminders are what keep our loved ones close and a continued part of our lives.

I was reminded of this when we recently celebrated my daughter’s birthday at a restaurant. All grown up, I was surprised she wanted us to sing the family birthday song. The song dates back to my mom’s camping days. She made it a part of our family’s celebrations and I’ve passed it on to mine. My husband, daughter, and I tried to sing quietly, clinking our glasses on cue. I thought how special it was that my mother’s legacy is still very much a part of our lives and I have every confidence that my daughter will pass it on to another generation.

Here are some ways to keep your memories alive, not just for you but for generations to come:

1. Display photographs where you can often see them. And use them as a springboard in telling stories to other family members and friends.

2. Prepare and integrate family recipes into your daily life and holidays and let everyone know their origin.

3. Offer copies of your loved one’s recipes. When I share a recipe from my mom, I always put her name in the recipe title and it gives me added pleasure. And I have recipes in my personal cookbook that bear the name of my friends’ loved ones.

4. Use a family heirloom, such as a serving piece, at holiday gatherings, reminding your family of its history and all the occasions it’s served.

5. Pass on family heirlooms to family members who will use and treasure both the item and the memory.

6. Tell stories and tell them often. Your personal stories will become part of your family’s history.

7. Copy documents, such as passports, naturalization papers, letters, marriage, and death certificates. Distribute them to other family members to preserve and cherish your loved ones.

8. Document personal history and memories, creating and preserving your family's story, to be passed down to generations to come.

My grandma died at 97 and I was heartbroken. It was partially because she helped raise me and I adored her, but it was also unexpected.

“Unexpected?” you might say, and some people did. But she didn’t die at an age that was expected of her generation. She had outlived so many peers and younger relatives, I was sure she would live to be 100.

What difference should it make how old someone is when they die? Shouldn’t we extend to the bereaved the same sympathy and level of support, no matter how old or young the deceased?

In retrospect, I didn’t get much sympathy when my grandma died. One colleague said upon hearing of her death and her age, “Didn’t you expect her to die Robbie?”

Just because someone has lived a long life, does that mean the loss is any less painful? No matter how old someone is when they die, the bereaved deserve the same consideration you would extend to anyone who has lost a loved one. Age doesn’t diminish the pain of loss and the mourning process is still the same.

​Photo courtesy of author

When friends and loved face difficult times we offer support. But what happens when you live far away? Do you explore alternative ways to extend support or tell them, “I wish I lived closer so I could be supportive.”  

There’s much you can do to show support from afar, and you can still make a difference in helping friends and loved ones deal with illness and loss. What you choose to do depends on your willingness to be involved and the needs or desires of your loved one.

Here are some ideas of what’s worked for others:

1. Take your cues on telephone calls as they might disturb both privacy and routines. Ask, “Is it okay if I call on Sunday? What would be a good time?” And then make sure you do call so they’re not waiting and disappointed.

2. If it’s okay to call, you might choose a day of the week and a specific time, checking in weekly to let them know they are in your thoughts.

3. If they prefer you not call, use email or text as a way to communicate. It’s not intrusive and it allows the recipient to read and respond at their leisure. And it also lets them know they’re not forgotten.

4. Ask if there’s something specific you can do to help; you can conduct online research or ask for a contact list so you can call others with updates.

5. Mail a package of goodies every other week or once a month. You can get a small, flat rate box from the postal service and fill it with homemade or store bought cookies or treats.

6. Ask if there is a favorite take-out food outlet or use an app to locate nearby restaurants that deliver. Buy a gift card for a dinner; its one less night they have to worry about a meal.

7. There are many businesses you can find online that ship meals and other food products. You can order a dinner or brunch, gift baskets, breads, fruits, and pretty much anything else you can imagine. 

8. Many websites offer online gift cards that they will send by email, allowing your recipient to select items themselves that would be helpful.

You are only limited by your imagination. The effort you make will mean so much to someone feeling so alone. And you’ll feel good in the process.

The words sympathy and empathy are often thought to be the same, and yet they are distinct expressions.

In times of death, we often extend sympathy by sharing our sorrow for what’s happened. Sympathy cards are often synonymous with condolence messages. When offering sympathy, we’re expressing concern for another’s feelings. Sympathy cards, condolence notes, phone calls, e-mails, meals, and offers of assistance are all expressions of sympathy.

But you don’t offer empathy, you feel it. Empathy is the act of putting yourself in someone else’s shoes. It’s trying to imagine: “How would I feel if this happened to me?” And it’s the ability to act on those feelings. When being empathetic, we extend our concern by offering compassion so the bereaved feel validated; that someone has a sense of what has happened and how they might be feeling.

I think it’s easier to extend sympathy. We all know to attend the funeral, participate in mourning rituals, send a condolence card, make a donation, and keep in touch. Empathy is harder; it’s taking the time to think carefully while trying to understand how you might feel if this happened to you and what might bring you comfort.

Listening is a good example of empathy and we all know how difficult it is to simply pay close attention to what is being said, without adding our personal feelings or thoughts. It takes patience to hear the same story over and over again, but it is an empathetic and meaningful thing to do.

When I think back to some of the stories that the bereaved have shared, it’s easy to discern the differences. One mother wrote that at her child’s funeral, she sat all by herself with her surviving child; everyone else, including her ex-husband, sat behind her. If someone had taken a seat next to her, that would have been empathetic. A grieving daughter shared that she had to make the arrangements for her father’s funeral and reception by herself. Relatives weren’t happy with her choices and complained to her at a time of painful loss. Empathetic folks would have helped; those that couldn’t help would have accepted what she was capable of doing and extended comfort.

We’ll all experience loss: Would you prefer someone extend you sympathy or empathy?

It’s hard to know how to help the bereaved so friends and loved ones might think it appropriate to ask the bereaved to call if they need anything. While the sentiment is sincere, asking, “Please call me,” places a burden on someone grieving a loss; someone who can barely muster the energy to get out of bed in the morning.

The bereaved won’t call. Mourners are too drained to take the initiative, don’t know what to ask for, or don’t know what someone is willing to do. And what if the bereaved do take the initiative to call and ask for help? Chances are friends or loved ones won’t be available exactly when assistance is needed. And the last thing someone grieving a loss needs is to ask for help and be turned down.

So how do friends and loved ones reach out and extend the needed support?

1. Offer something that’s comfortable for you to do. Suggest dropping off a dinner on Thursday or Friday and ask, “Which day is best?” One friend makes a point of calling before heading out to the grocery or pharmacy to see if the bereaved has errands that she can run with her own.  

2. Make your offer specific.  For example, communicate which day you have free time and volunteer to come visit, help, or run an errand. One friend made a standing offer of two free hours every Tuesday, helping the bereaved organize the mail and answer correspondence. Another friend stayed in the house and watched the children for a few hours, allowing the bereaved uninterrupted time to handle chores.

3. If doing something anonymous is more comfortable, drop off a gift. Neighbors grieving a loss were appreciative of a dozen bagels left on their doorstep. Another friend was touched to arrive home and find a home-baked banana bread in the mailbox.

The bereaved will need much support in the short- and long-term. Whatever specific help you can extend will be appreciated.