3. 1.
Understanding
the
Emotional
Reaction
in
Trauma
2.
Your
Role
in
Special
Assistance
3.
Communicating
in
Crisis
4.
Problem
Solving
in
Crisis:
Apply
HEAT
10. 1.
5
_________
channel
information
to
your
brain.
2.
The
information
first
goes
to
the
_____________
,
then
the
_______________.
3.
We
_______
before
we
________.
16. Traumatic
Stress
¡
the
emotional,
cognitive,
behavioral
and
physiological
experiences
of
individuals
who
are
exposed
to,
or
who
witness,
events
that
overwhelm
their
coping
and
problem
solving
abilities
(Lerner & Shelton, 2001)
18. ¡ Trauma
victims
are
hindered
in
their
ability
to:
§ think
§ learn
tasks
that
promote
reparation
§ develop
positive
responses
to
challenging
situations
26. Remember
that
listening
helps
the
other
person
feel
heard,
understood,
important,
valued,
respected
and
cared
about.
Copyright
NarejoHR
(Pvt.)
Ltd.
All
Rights
Reserved
27. One Word Can
Make a
BIG
Difference
Copyright
NarejoHR
(Pvt.)
Ltd.
All
Rights
Reserved
28. I Messages
Examples of "You"
Messages
1. You aren't making any
sense.
Examples of "I"
Messages
1. I couldn't understand
what you said.
2. You won't be able to
get the information.
2. I would like to help you
get the information.
3. You shouldn’t be
upset.
3. I understand that you
are upset.
Copyright
NarejoHR
(Pvt.)
Ltd.
All
Rights
Reserved
29. I Messages
"You" messages
tend to:
"I" messages
tend to:
·Place blame. Puts
people down
·Clarify your position,
feelings, or opinions.
·Alienate, anger, make
others defensive
·Build trust.
Copyright
NarejoHR
(Pvt.)
Ltd.
All
Rights
Reserved
30. Just One Change…
Replace
You-‐messages
with
I-‐messages.
Copyright
NarejoHR
(Pvt.)
Ltd.
All
Rights
Reserved
31. “I've learned that people will
forget what you said,
people will forget what you
did,
but people will never forget
how you made them
feel.”
Copyright
NarejoHR
(Pvt.)
Ltd.
All
Rights
Reserved
Maya Angelou quotes (American Poet b.1928)
32.
33. ¡ Generally,
in
communicating
with
an
angry
or
upset
person,
try
to
be
more
of
a
LISTENER
than
a
TALKER.
¡ Deal
with
the
EMOTION
first,
then
the
PROBLEM.
35. Apply
some
HEAT!!!
A specialized form of Active Listening.
•
H
•
E
•
A
T
•
Hear them out
Empathize
Ask/Answer questionsà YES!
Tell and take responsibility
37. Inappropriate
“E”
Responses
•
Accidents are not planned
•
We always had a good safety record
•
It was better for them this way
•
It could have been worse…
•
At least only 5 people died
•
All things happens for a reason…
•
It was their destiny
•
They are sitting right beside God enjoying paradise
38. Effective
“E”
Responses
•
I am truly sorry for your loss.
•
I regret the difficulty this has caused.
•
I am here to assist you in any way possible.
39. Responder
Tips
¡ Drink
plenty
of
water
and
eat
healthy
snacks
¡ Take
frequent,
brief
breaks
from
the
scene
as
practicable
¡ Talk
about
their
emotions
to
process
what
they
have
seen
and
done
¡ Stay
in
touch
with
family
and
friends
¡ Pair
up
with
another
responder
to
monitor
one
another’s
stress