In the arts, where personal and professional lives often overlap, handling mental health crises requires sensitivity and clear communication. My recent experience with Theater Orchester Biel Solothurn (TOBS) highlights how crucial it is for arts organizations to approach such matters with transparency and empathy. Below is a recounting of what happened, along with a guide to help organizations navigate these complex scenarios with professionalism and respect.

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The TOBS Experience: A Story of Support, Bias, and Miscommunication

Earlier this year, I was planning to visit the TOBS to attend a performance where a close friend and colleague was performing in a minor role. This person is a talented artist navigating significant mental health challenges, My plan was simple: to show my support and organize my trip so it coincided with a professional workshop.

“Supporting a friend through challenging times shouldn’t be met with resistance from institutions we turn to for cultural enrichment.”

Attempting to Secure Tickets

By the time my trip was confirmed, the show had sold out. I reached out to TOBS to inquire about standby tickets, expecting a clear response. Instead, I received vague replies that didn’t address my request directly or no response at all. Assuming my emails may have been overlooked, I reached out to a contact on Facebook who worked at TOBS and she kindly offered to check for options.

Social Media Block and Growing Puzzlement

After this lady initially reserved discounted tickets in my name, she messaged me minutes later to say there had been a “mistake” and that no tickets were available. Confused, I noticed soon afterward that she had blocked me on social media, further fueling my sense of disorientation. I emailed and called the theater to understand why these tickets were non existent, but there was no answer. Or not a clear answer.

“When communication falters, even simple requests can become complex puzzles, often leaving those involved feeling disregarded and confused.”

Bias Concerns and Testing the Waters

Determined to understand the situation, I began to suspect bias when I learned that other individuals with Swiss-sounding names or German-language emails had obtained tickets without issue. To test this, I sent multiple inquiries using different names and languages. My aim was to collect information and data about the different types of responses. Quickly, I noticed a pattern: emails sent in German or under Swiss-sounding names received clear and helpful responses, while those in English or from non-Swiss names were ignored or met with vague replies.

After weeks of unsuccessful attempts—including numerous emails and calls—TOBS finally sent an abrupt message accusing me of “disruptive behavior” and barring me from the performance. This accusation, possibly based on unverified information likely related to my friend’s mental health crisis and paranoid ideation, was both surprising and disheartening. Instead of clarifying the situation and communicating with me in an appropriate and timely manner, TOBS allowed me to continue searching for tickets, repeatedly failed to respond to emails, and ultimately accused me of being disruptive for having sent “too many emails.” This led me to the plausible belief that TOBS may have already decided to deny my request before I sent my very first email, basing their judgment on unverified claims from an individual in a mental health crisis.

My friend, though sometimes aware of his own challenges and mental health issues, often exhibits abrupt behavior rooted in his delusions. His career has declined over the years—from once being a leading artist to now performing only minor roles, such as his part at TOBS, where he sang just two arias and a few recitatives. For someone who, for example, feels embarrassed to have me near his car unless it’s perfectly clean, the thought of my attending a performance where he played such a small role may have felt humiliating.

He, in fact, believes that all my compliments are not sincere, but signs of pity.

Yet, while I do understand, have empathy and compassion for all these challenges, TOBS failed to show the empathy or compassion necessary to understand the true nature of the situation. Instead, they sent me an accusatory and denigrating letter for simply trying to be there for a friend.

“In a world that celebrates diversity, we must remember that mental health challenges deserve empathy, not exclusion.”

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A Guide for Cultural Institutions: Ensuring Transparency and Respect

From this experience, here are practical steps cultural organizations can take to ensure compassionate handling of mental health matters and to avoid miscommunication and bias.

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1. Distinguish Mental Health Matters from True Emergencies

Mental health conditions like mood swings or impulsive behavior are not emergencies, though they may affect behavior and communication. Institutions should train staff to handle these with compassion. Recognizing when de-escalation is necessary ensures the dignity of everyone involved.

“Treating mental health needs with respect and understanding fosters trust and minimizes unnecessary escalation.”

2. Maintain Consistent and Transparent Communication

In sensitive matters, clarity and promptness are essential. If an institution must deny access or modify plans, a respectful and direct explanation reduces frustration and builds trust.

“Communication is the foundation of trust. Without it, misunderstandings thrive.”

3. Address Biases Through Training

To create inclusive spaces, staff should be trained to recognize and mitigate implicit biases. If language preferences are necessary, communicating these openly can prevent confusion and the perception of favoritism.

4. Establish Clear De-escalation Protocols

Defined de-escalation protocols guide staff on when and how to involve senior management. This ensures all concerns are addressed without overreactions to non-emergencies.

5. Provide Transparency for Artists and Audiences

Transparent policies around ticketing and performance restrictions prevent misunderstandings. Promptly informing affected individuals of decisions that impact them shows respect and promotes a culture of inclusion.

“Inclusivity starts with transparency—when we’re open about our policies, we make room for understanding.”

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The Role of Compassionate Leadership in Arts Institutions

Leaders set the tone for all interactions in cultural institutions. By modeling empathy, transparency, and professionalism, they foster an environment of respect and inclusivity. Taking time to understand unique needs, particularly when mental health is involved, strengthens an institution’s reputation and creates a welcoming space for all.

Apply NLP Techniques for Compassionate Communication

Neuro-Linguistic Programming (NLP) offers arts institutions valuable tools to navigate complex and emotionally charged interactions with empathy. When facing sensitive matters—whether with artists, audience members, or staff—NLP techniques can help de-escalate misunderstandings, build rapport, and encourage constructive dialogue. Here are three essential NLP techniques and examples of how each can be applied to foster a more compassionate environment.

Mirroring and Matching

Mirroring involves subtly aligning one’s tone, language, or body posture with the person you’re engaging, signaling empathy and understanding. By matching the energy level or demeanor of the individual, staff can create a sense of rapport, even in challenging conversations. This technique doesn’t mean imitating the person but instead aligning responses to be attuned to their emotional state.

Example: If a concerned audience member expresses frustration over ticket availability, a box office representative could respond by adopting a calm tone and open posture, matching the person’s level of concern without defensiveness. “I understand how important it is for you to attend, and I’m here to explore any options that might be available.” This conveys empathy, allowing the individual to feel heard while also defusing potential tension.

Reframing Negative Language

Negative phrasing can inadvertently escalate a situation by creating a barrier. NLP encourages using positive or solution-focused language instead, reframing responses in a way that maintains openness and goodwill. Phrasing responses with “Here’s what we can do” rather than “We can’t” fosters a collaborative tone, signaling that staff is focused on finding constructive solutions, even if they can’t fulfill the exact request.

Example: Instead of responding to an inquiry with “Unfortunately, we can’t provide additional tickets,” staff might say, “Here’s what we can do to help—would you like us to put you on a waiting list if tickets become available?” This shifts the interaction from denial to an offer of support, inviting the person into a constructive solution rather than closing the door.

Anchoring Calm Responses

Anchoring is an NLP technique that involves grounding oneself with a mental or physical cue to remain calm and composed, even when faced with stress. Simple actions—such as taking a deep breath, pausing before responding, or physically centering oneself—can be extremely effective for managing one’s own emotions and maintaining a constructive approach. When emotions are high, anchoring techniques help staff maintain professionalism and poise.

Example: If a frustrated artist or audience member raises their voice, a staff member might anchor themselves by taking a slow, steady breath and pausing momentarily before responding. This moment of grounding allows the staff member to remain calm and focused, helping them to respond from a place of empathy rather than reacting defensively. Their calm demeanor, in turn, can help soothe the other person and shift the tone of the interaction.

“Using NLP techniques to manage complex interactions with empathy not only builds rapport but also creates a supportive and inclusive environment where everyone feels valued and respected.”

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Incorporating these NLP techniques empowers cultural institutions to approach difficult situations with a foundation of empathy, respect, and professionalism. By applying mirroring and matching, reframing language positively, and anchoring responses in calmness, arts organizations can create a welcoming environment that supports constructive dialogue, even in challenging circumstances.

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Conclusion

The arts should be a haven for creativity, diversity, and support. By distinguishing mental health matters from emergencies, training staff in de-escalation techniques, and ensuring transparent communication, cultural institutions can reinforce their role as open, inclusive spaces where all individuals feel respected. Through these practices, organizations can build stronger relationships with their communities, maintaining safe and welcoming environments for creative expression and growth.

About the Author:

Dr. Antonella Di Giulio is a pianist, scholar, educator, and music professional with a Ph.D. in Music Theory and Historical Musicology based in Grand Island, NY. Her innovative research on music semiotics and analysis intersects with her work in education, where she has trained teachers for the Bertelmanns Foundation, presented workshops and professional development courses for educators and founded the online platform, MusicaIQ. As a certified teacher trainer, clinician, entrepreneur, seasoned performer, and researcher, Antonella’s multifaceted background contributes to her comprehensive and insightful perspective on music, cognition, and education.

Special Note: This article is the result of a unique collaboration between the author, Musica IQ’s editorial team and advanced AI technology, blending human expertise with data-driven insights to provide up-to-date information.

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