Trauma-Informed Practice & Prevention
Art by: Shelley Klammer
Principles for Trauma-Informed Organizations
Trauma-Informed care is more than a set of practices—it’s an organizational mindset. It develops in four stages:
Trauma Aware – Understanding what trauma is, its prevalence, and its impacts.
Trauma Sensitive – Adjusting policies and environment to reflect trauma awareness; offering basic staff training.
Trauma Responsive – Applying trauma-informed language and practices in daily operations; prioritizing safety, choice, and collaboration.
Fully Trauma-Informed – Making trauma awareness and resilience core to the organization’s mission and operations.
Core Principles
Stay Calm – Take deep breaths and remain centered. Use your body to express calmness: lower your tone of voice, relax your shoulders, and keep a safe distance from the person.
Listen Carefully – Pay close attention to the person’s words, especially what they say first or repeat.
Validate Feelings – Show that what they say matters by summarizing their words using their own language.
Ask Open-Ended Questions – Show genuine interest in their experiences and perspectives.
Be Empathetic – Recognize that something has brought them to this point.
Avoid Judgement – Do not tell them they shouldn’t feel a certain way.
Watch Body Language – Avoid crossing arms or legs, as this can create a barrier.
Offer Reassurance – Let them know you are there to help and care about their well-being.
Respect Personal Space – Keep a safe physical distance.
Find Common Ground – Look for areas of agreement or shared interests to build rapport.
Suggest Solutions – Offer viable options to show willingness to work toward a resolution.
Reward De-escalation – Thank them when they begin to calm and consider solutions.
De-escalation
De-escalation is a method used to prevent potential violence. It involves intentional actions, verbal communication, and body language to calm a potentially volatile situation. Your choices can either help diffuse tension or escalate the problem. De-escalation begins as a mental process — paying attention to social cues, as well as verbal and non-verbal communication, to keep emotionally charged situations from getting out of control.
De-escalating Techniques
When there are signs of anger or verbal aggression:
Remain calm, even if you are not.
Use a modulated, low, and steady tone of voice.
Remember that anger may signal distress, fear, or frustration.
It is not possible to reason with someone who is enraged — allow space and time.
Give 4 times your usual physical space.
Empathize with feelings, but not with harmful behavior (e.g., “I understand you are upset, but it is not okay to get in my face”).
Effective communication is key to resolution.
If You Feel Unsafe
Remove yourself immediately.
Call a co-worker or 911 if needed.
Strategies to De-escalate a Situation
Listen to the person’s concerns.
Treat them with dignity and respect — ignore insults and avoid judgment.
Offer reflective comments to show you’ve understood.
Wait for them to release frustration before responding.
Maintain appropriate eye contact to connect.
Slightly incline your head for a non-threatening posture.
Nod to confirm understanding.
Express empathy.
Ask questions like: “Help me understand what you are upset about…” rather than “How are you feeling?”
Suggest alternatives: “Let’s move over there where we can see better.”
Get them to say “yes” — agreement reduces anger.
Stay safe and know you can leave at any time.
Note: It is not your job to stop their anger, but these steps may help them feel calmer so the situation can be addressed.
Avoid These Behaviors
Patronizing
Yelling or arguing
Joking or sarcasm
Physical contact
10 Things to Avoid
Don’t rush in — assess the situation first.
Don’t get loud or yell over them.
Don’t ask how they are feeling or try to interpret feelings.
Don’t respond to abusive questions — ignore them.
Don’t smile (may be seen as mockery).
Don’t touch — may be perceived as hostile.
Don’t argue or try to convince — give choices, not explanations.
Keep your hands visible — not in pockets.
Don’t point or shake your finger.
Avoid constant eye contact — allow them to look away.
Recognizing Impact
You will usually know within 2–3 minutes if your approach is helping. If they are not calming down or refusing to leave, call for help or remove yourself.
You are transferring your sense of calm through genuine listening.
Firmly and respectfully communicate what you want them to do.
If at any point they threaten self-harm or harm to others, call 911 immediately.
Steps of Traumatic Incident Debriefing
(Adapted from Tanya J. Peterson)
Purpose:
Traumatic Incident Debriefing is a structured process designed to help individuals and groups process a traumatic event, reduce the risk of long-term psychological effects, and support a safe return to daily functioning. Participation is always voluntary and should occur in a supportive, non-judgmental environment.
1. Assess the Traumatic Incident
Leadership introduces themselves, explains the debriefing process, and outlines ground rules.
Establishes a clear, safe framework for discussion.
2. Identify Safety and Security Issues
Encourage participants — but never force them — to share a brief, factual account from their perspective.
Focus on restoring safety, reducing anxiety, and giving participants a sense of control.
Avoid exploring deep emotional details at this stage.
3. Allow Venting of Thoughts, Feelings, and Emotions
Invite participants to share the emotional impact of the event.
Possible guiding questions:
“What was the worst part of the event for you personally?”
“If you could erase one part of the situation, what would it be?”
Discussions continue until emotions are expressed, helping reduce crisis reactions and restore self-control.
4. Share Emotional Reactions
Continue focusing on personal impact and long-term implications.
The same guiding questions may be revisited to deepen emotional processing.
Helps participants develop emotional regulation and empowerment.
5. Review Symptoms and Incident Impact
Discuss physical, emotional, and cognitive symptoms participants are experiencing.
Identify those who may require additional or specialized support.
6. Teach and Bring Closure
Provide education on common post-trauma symptoms.
Normalize participants’ reactions and reassure them that their responses are valid.
Offer stress management techniques and grounding tools.
Help participants feel more centered and stable before ending the session.
7. Assist in Re-Entering the Workplace
Summarize key points and lessons from the debriefing.
Provide resources, follow-up plans, and opportunities for further support.
Encourage questions and continued dialogue.
Meet individually with participants if needed to support post-traumatic growth.
Art by: Tracey Metallic
Preventative Safety Measures
Physical Safety Measures
Avoid scheduling appointments for times when no one else is in the area.
Remove sharp and blunt objects from desks.
Try to avoid working alone after hours.
If you have to work late, advise a friend or family member.
When working after office hours, keep doors locked and do not open the door unless you are expecting someone.
Do not leave money or valuable belongings lying around.
Lock your office when it is not in use, even if leaving for just a moment.
Always walk in well-lit areas and be aware of your surroundings.
Report any strange or unusual activities immediately to your supervisor and, if necessary, the police.
Report any locks, windows, or lights that need repair to your supervisor.
Preventing Re-Traumatization
Re-traumatization happens when interactions, environments, or systems unintentionally recreate elements of a person’s past trauma. These triggers may be subtle but can have a significant emotional impact. Preventing re-traumatization requires basic knowledge, intentional practice, and the use of trauma-informed language and approaches.
Common triggers:
Sensory cues such as certain sounds, smells, or environments.
Power imbalances in relationships.
Invasive questioning or a lack of choice in decision-making.
Prevention strategies:
Build trust through consistency, reliability, and transparency.
Be aware of the cultural context and an individual’s history.
Offer choices whenever possible to promote autonomy.
Maintain clear, respectful, and compassionate communication.
Support self-care practices for both staff and clients.
Art by: Amanda McGee
Tips for Supporting Survivors
Give them time to share at their own pace.
Listen actively without rushing or interrupting.
Accept feelings without trying to “fix” them.
Avoid blame or judgment.
Use their own words when reflecting back their story.
Validate their experience and resilience.
Art by: Amanda McGee
Managing Angry and Abusive Callers
Stay Calm – Don’t take it personally.
Listen Positively – Allow them to explain.
Apologize Early – Even if not your fault, acknowledge their frustration (“I’m sorry you’re upset”).
Be Responsive – Outline a clear plan to help.
Explain Clearly – Use different words if needed.
Get Agreement – Ensure they are satisfied with the proposed plan.
Set Boundaries – If abusive, give three warnings before ending the call.
Follow Up – Notify your manager of threats and keep factual notes.
Art by: Julia J
Training Recommendations
Ongoing training strengthens an organization’s ability to respond to trauma with skill and compassion. Suggested training includes:
Mental Health First Aid – Recognize and respond to mental health crises.
Trauma-Informed Responses to Disclosures of Sexual Violence – Support survivors with safety and sensitivity.
Applied Suicide Intervention Skills Training (ASIST) – Recognize and assist individuals at risk of suicide.
Trades NL Program Development Training – Incorporate trauma-informed approaches into training programs.
Indigenous Cultural Competency Training – Deepen understanding of Indigenous history, culture, and community needs.