Trauma-informed customer service is guided by a recognition that our past experiences influence the ways in which we interact with others in the present. Many folks have experienced some type of trauma in their lives that shifts their communication and behavior patterns. Anger and frustration from a customer may seem personal or unreasonable when you are trying to connect them with services; however, it may feel like a very reasonable response to that person based upon traumatic experiences or confusion in trying to navigate a complex system. Knowing how to communicate with people who carry trauma not only improves your chances of providing them respectful, personalized support in connecting to resources but also preserves your well-being as the service staff.

This training video will guide staff in learning specific communication techniques to use in their work. These techniques, based upon the basic tenets of a trauma-informed approach, transform interactions and create a safer, more productive space for both the staff and those they serve. The good news is that trauma-informed communication techniques create better outcomes for all interactions - human beings with or without traumatic experiences tend to value safety, choice, collaboration, trustworthiness, empowerment, and cultural consideration in their interactions. This video will provide a foundation to understand trauma, triggers, and the effect of trauma on behavior. Then it will take a practical approach to connect how to use this information at work.