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Posted on October 29, 2019 at 12:21 PM by Jennifer Ambrose
Why Training Your
Employees to Become Trauma-Informed Benefits Your Bottom Line
It may seem like the
opportunities for staff training are endless.
Whether they are mandated by law, critical for operations, or further
the educational opportunities for your employees, it can be difficult to
balance the need for training with the workload needed to keep your business
running. Training your staff on becoming
trauma-informed may seem like something you could skip or put off until next
year – but it is worth another look.
This training could have a major impact on your employees, customers,
and ultimately impact your revenue.
Adverse Childhood Traumas
Adverse childhood traumas
(ACEs) are stressful or traumatic events, including abuse, neglect, or
household challenges that occur before an individual becomes an adult. The number of ACEs a person experiences
strongly influences their development.
The Lenawee Health Network
researchers have discovered a correlation between ACEs and adult problems. In Lenawee County, 15% of adults have
experienced 4 or more ACEs. That means
15% of your employees have experienced these issues. Research shows that the conditions and
behaviors of ACEs are often the same conditions and behaviors that lead to
absenteeism, job problems, and other indicators of poor work performance. Training their fellow co-workers and your
management team on considering trauma when approaching problems, you can
interrupt the connection between past trauma and current performance.
This is not just limited to
your staff. This also means that 15% of
your customers have experienced trauma that is affecting their behaviors as an
adult. Training your employees be to be
trauma-informed will increase empathy, enhance safety, and ensure improved
delivery of services.
Benefits of Becoming a
Understanding what others are
going through creates empathy. Empathy is the capacity to understand or feel what another
person is experiencing from within their frame of reference, to place oneself
in another’s position.
Empathy has many benefits to
your business, but one of the most tangible, visible impacts is on an improvement
in customer service. Customers often
just want to be heard and understood. It
doesn’t mean that you have to agree with every single thing that they are
saying or give them everything they want, but customers will often walk away happy from an interaction if empathy is displayed, which
will create brand loyalty.
Empathy also improves
teamwork. When team members empathize
with each other, your team can solve problems like never before. Disagreement, frustration, and ill feelings
go away and are replaced with a synergetic cohesive unit that is focused on delivering results.
Finally, empathy fuels
innovation. There are many studies
today that highlight the correlation between empathy and innovation. So much so, that the Cleveland Clinic has an entire conference devoted to the two to improve the
patient experience. CEOs from Microsoft, Warby Parker, and KIND are shifting their focus to empathy training for
their employees because of the innovation that can grow out of an empathetic
How Does My Business
The first step to becoming a
trauma-informed organization is to conduct an organizational assessment. Lenawee County Mental Health Authority can
assist you in conducting an assessment at no charge to your business. An assessment is important to begin with
because it gives you a baseline in which to track improvement over time.
The time it will take to
complete an assessment will depend on the size of your business, internal team
members available to help complete the assessment, and your organization’s
Regardless of the size of
your organization, becoming trauma-informed
will better your business and would be an important investment that will return
your investment of time many times over.