Trauma Informed Awareness
Core Skills Training • Duration: Half day
Suitable for: Customer-Facing Staff
This course introduces customer-facing staff to the concept of trauma and its impact on behaviour, communication and trust. Delegates explore how trauma affects the brain and nervous system, why some individuals respond with anger, withdrawal or confusion, and how to respond in ways that create safety and respect. The session focuses on practical, everyday communication strategies rather than clinical approaches - supporting staff to feel confident in maintaining professional boundaries whilst having compassionate interactions.
What You’ll Learn
Understand what trauma is and how it can affect people's behaviour and communication
Recognise common trauma responses such as fight, flight, freeze or fawn
Apply trauma-aware communication strategies to de-escalate situations
Maintain clear boundaries and professional roles when responding to distress
Course Content
Understanding trauma and its impact
Recognising trauma responses in others
Trauma-aware communication techniques
Maintaining boundaries and personal safety
What to expect: