Emotion first, problem second

Problem Solving with People in Trauma: Emotions First, Problems Second

Copyright NarejoHR (Pvt.) Ltd. All Rights Reserved

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Passion

Rahila Narejo

1.  Understanding the Emotional Reaction in Trauma

2.  Your Role in Special Assistance

3.  Communicating in Crisis

4.  Problem Solving in Crisis: Apply HEAT


S-‐P-‐O-‐T S-‐P-‐O-‐T S-‐P-‐O-‐T

1.  5 _________ channel information to your brain.

2.  The information first goes to the _____________ , then the _______________.

3.  We _______ before we ________.

1,000 40

1,000 30

1,000 20

1,000 + 10

1,000 40

1,000 30

1,000 20

1,000 + 10

4,100

“NT”?

PEAKS, Slows down JOSH

Rational Behavior HOSH


¡ “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)

Traumatic Stress

Time

Toxicity

First Trigger

Second Trigger

Third Trigger

Full Scale Hijacking

¡ Trauma victims are hindered in their ability to:

§ think

§ learn tasks that promote reparation

§ develop positive responses to challenging situations


Pre-event planning

Crisis Response During The

Critical Event Let-down

Phase Re-entry Phase

Crisis Strikes

Typical Crisis Response Plans

Acute Traumatic Stress Management

Special Assistance Team Support

• Emotional • Physical

Emotional Support

•  Listening

•  Providing First Hand and Credible Information

•  Consoling


Remember that listening helps the other person feel heard,

understood, important, valued, respected and cared about.


One Word Can Make a

BIG Difference


“I” Messages Examples of "I"

Messages 1. I couldn't understand

what you said. 2. I would like to help you

get the information. 3. I understand that you

are upset.

Examples of "You" Messages

1. You aren't making any sense.

2. You won't be able to

get the information. 3. You shouldn’t be

upset.


“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.


Replace You-‐messages

with I-‐messages.

Just One Change…


“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.”

Maya Angelou quotes (American Poet b.1928)

¡ 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.

Slow down

Rational Behavior

Trigger

A specialized form of Active Listening.

Apply some HEAT!!!

•  Hear them out

•  Empathize

•  Ask/Answer questionsà YES!

•  Tell and take responsibility

H

E

A

T

Slow down

Problem Solve

Supportive Comments

Rational Behavior

Paraphrase in the form of questions

Active Listening

•  “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”

Inappropriate “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.”

Effective “E” Responses

¡  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

Responder Tips

Last words

Knowledge is…

POWER

APPLIED

All the Success!

Business

Emotion first, problem second