Whether you’re gathering insight for research, strategy, or design, the way you consult can shape far more than your findings.
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Whether you’re a researcher, consultant, or strategist, the approach you take can have a profound impact. Not just on the quality of insights gathered, but on the people who so generously share their experiences.
True consultation isn’t just about asking questions. It’s about building trust, creating space for vulnerability, and listening – really listening – with empathy, respect, and cultural awareness. When done thoughtfully, consultation becomes a powerful way to enable authentic content.
What do we mean by ‘sensitive consultation‘?
Sensitive consultations typically explore topics that are emotionally charged, culturally nuanced, or highly personal. They might include discussions about health and illness, trauma, discrimination, financial insecurity, or conflicts within communities. These aren’t just abstract issues, they are lived realities for the people involved.
The aim of a sensitive consultation isn’t simply to collect data. It’s to do so in a way that acknowledges the humanity of each participant. That means honouring their experiences, safeguarding their wellbeing, and treating them as more than just a means to an end.
Five principles for thoughtful, respectful consultation
1. Respect every participant
Every person who shares their story with you is an expert in their own life. They are not subjects or sources, they are collaborators, and their experiences deserve to be treated with dignity.
How to put this into practice:
- Say thank you. Not just as a formality, but as a meaningful gesture of gratitude.
- Approach each conversation with genuine curiosity and care.
- Acknowledge and appreciate the time and insight people are offering.
- Validate their experiences without judgement.
2. Create safe, comfortable spaces
The setting of a consultation, whether physical or virtual, has a huge impact on how safe and willing people feel when sharing personal stories.
How to put this into practice:
- Choose environments that are neutral, accessible, and private.
- Offer different ways to participate: one-to-one, in groups, online, or in person.
- Be clear about confidentiality and establish boundaries early on.
- Start with less sensitive questions to ease into deeper topics.
- Remind people there are no right or wrong answers, just their truth.
3. Be clear and transparent
Trust is the foundation of any successful consultation, and it can only be built through honesty and openness.
How to put this into practice:
- Never shy away from acknowledging limitations or uncertainties.
- Explain the purpose of the consultation in plain, jargon-free language.
- Be upfront about what the consultation will (and won’t) lead to.
- Make it clear how the information will be used, stored, and protected.
- Obtain informed consent at every stage and revisit it if needed.
4. Value diversity and inclusion
Consultations are richer, fairer, and more insightful when they actively include diverse voices and perspectives, especially those that are too often left out.
How to put this into practice:
- Make a concerted effort to reach people from marginalised or underrepresented communities.
- Design questions and formats that are inclusive of different communication styles and cultural practices.
- Reflect on your own biases and how they might influence your approach.
- Adjust your methods to respect cultural norms and preferences.
5. Handle information with care
With sensitivity comes responsibility. Information shared in trust must be treated with the highest standards of care.
How to put this into practice:
- Only collect what you truly need, don’t overreach.
- Store and handle data securely, following all relevant legal and ethical frameworks.
- Anonymise information wherever possible.
- Be crystal clear about who will see the information and why.
Before you begin: preparation matters
Thoughtful consultation starts long before the first question is asked. The time you spend preparing shows respect for your participants and increases the chances of meaningful, ethical engagement.
Things to consider:
1
Understand the context
Take time to learn about the cultural, historical, or social issues that might affect the conversation.
2
Check your own biases
Be honest with yourself about any assumptions or perspectives you bring into the room.
3
Craft thoughtful questions
Use open-ended prompts that invite sharing, not interrogation.
4
Plan for emotion
Be ready for tears, anger, silence, or laughter and know how to respond.
5
Check any access needs
In order to ensure that the needs of participants are met, be sure to check any physical or digital access needs of participants.
During the consultation: be present and flexible
The conversation itself demands emotional intelligence and attentiveness. It’s not just about getting through a list of questions, it’s about tuning into the person in front of you.
Things to consider:
1
Listen deeply
Focus fully on what’s being said, not just on what you’ll ask next.
2
Watch body language
Silence, posture, and expression can speak volumes.
3
Give space
Don’t rush to fill silences, let people think and process. Reflect the terminology they use, especially around identity or lived experience.
4
Pause when needed
If the conversation becomes overwhelming, be willing to stop or take a break.
5
Balance curiosity with care
Know when to probe and when to gently step back.
After the consultation: follow through with care
Ending the conversation doesn’t mean your responsibility ends. What happens next can shape someone’s lasting impression of the process, and of you.
Things to consider:
1
Say thank you properly
Acknowledge the gift of someone’s time and trust.
2
Explain what comes next
Let people know how their input will be used. Provide resources or signposting if appropriate.
3
Deliver on your promises
Whether it’s sharing a summary, findings, or outcomes, do what you said you’d do.
4
Look after yourself, too
These conversations can be heavy. Take time to reflect, debrief, and recharge.
Adapting your approach: special considerations
Trauma-informed consultation
When working with people who may have experienced trauma:
- Prioritise safety and trust.
- Avoid graphic or unnecessarily triggering questions.
- Let participants guide the pace and direction of the conversation.
- Focus on resilience and strength, not just pain.
Cross-cultural consultation
When consulting across cultural contexts:
- Build in extra time for relationship-building and understanding.
- Do your homework, understand the culture before entering the conversation.
- Use interpreters or cultural facilitators if needed.
- Pay attention to power dynamics and cultural hierarchies.
Consulting with vulnerable groups
When engaging with groups who may be particularly vulnerable:
- Collaborate with trusted community partners who already have relationships in place.
- Make consent and confidentiality processes even more robust.
- Be hyper-aware of power imbalances.
- Ensure accessibility in every part of the process, from language to physical access.
Final thoughts
Sensitive consultation is both a privilege and a responsibility. It’s not just about gathering data, it’s about listening with care, holding space for others, and doing justice to the stories you’re entrusted with.
Done well, consultation can be transformative. It can lead to better services, stronger communities, and deeper understanding. But perhaps most importantly, it can affirm the dignity and humanity of those who choose to share their stories with you.
This is not a checklist to be ticked off once. It’s an ongoing practice, one that evolves with every conversation, every context, and every person. And in that practice lies the possibility of real connection and meaningful change.
Need help designing a consultation methodology or conducting your research? Get in touch with us — we’d love to hear from you.
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