Violence is pervasive in Canadian workplaces and in society. It is important to understand that individuals who experience violence (physical, emotional, or psychological) and those who witness violence or are indirectly affected by it, often endure trauma as a result. Discrimination and systemic violence are frequent experiences for people of color, indigenous peoples, women, people with disabilities and LGBTQ+ folks to name a few. Additionally, events such as the opioid crisis and the COVID-19 pandemic have contributed to the collective trauma of our society. It is therefore a valid assumption that many clients and colleagues that workers interact with will have histories of violence and trauma.
De-escalation skills are crucial in the workplace because they help workers safely respond to conflict thereby reducing the risk of violence in their work environments. Traditional de-escalation techniques focus on managing behavior. A trauma and violence informed approach prioritizes understanding and addressing the impact of trauma and violence on people’s behavior and responses. This type of approach asks us to consider the broader structural and societal conditions that perpetuate harm and trauma rather than seeing trauma as happening only in people’s minds.
Trauma exists on a spectrum and everyone’s response to trauma is different. Trauma nonetheless can have profound effects on the brain and nervous system and influence an individual’s behavior. People who have experienced trauma may see and interact with the world differently. Trauma can narrow our window of tolerance.
The window of tolerance is a term that was initially coined by Dr. Daniel Seigel. It is a concept used to describe a person’s capacity to manage their emotions and reactions effectively. When people are inside their window of tolerance they can cope effectively with life’s challenges. A situation that triggers intense emotions like anger, fear, or anxiety, however, may push a person above their window of tolerance into a state of hyperarousal. People who are in a state of hyperarousal may be easily angered, they may be more sensitive to light and sounds, and they may have an exaggerated startle response. On the flip side when a person is emotionally drained, they may find themselves below their window of tolerance in a state of hypo arousal. People who are in a state of hypo arousal may feel detached and withdrawn from what is happening around them. They may be slow to respond to questions and they may have difficulty evaluating their surroundings. The assumptions we make about why someone’s behavior is escalating when they are outside their window of tolerance will have a profound influence on how we decide to interact with them.
A trauma and violence informed approach to de-escalation asks us to approach individuals who are emotionally dysregulated with sensitivity, empathy, understanding, and compassion. It asks us to move from judgement to curiosity. It asks us to be open and curious about what people, things, and situations are like before we make up our minds about them. It asks us to look at a person’s behavior through a trauma lens and not a problem lens. It can help us to minimize harm and respond to people in ways that are beneficial and supportive.
Consider this…you are dealing with a person who appears to be set off easily and is loud and becoming verbally aggressive. You are just trying to help. Seeing this situation via a problem lens you may think that this person is entitled, spoiled, attention seeking, manipulative, choosing to be difficult, disrespectful and irrational. Seeing this situation via a trauma and violence informed lens you may think instead… this person may be overstimulated, they may struggle to express emotions, they may be hungry, they may be living in poverty, they may be experiencing harassment in their workplace, they may have just received a distressing diagnosis, they may have just been fired, they may be in an abusive relationship, they may be feeling embarrassed, ashamed and humiliated. Your assumptions about why this behavior is occurring will in turn affect your response to it. If you see this situation through a problem lens, you may become easily angered, reactive and impatient. This in turn will add fuel to the fire and escalation is likely to continue. Interpreting this situation through a trauma and violence informed lens can help you to respond rather than react thereby increasing your chances of preventing a situation from escalating out of control.
De-escalation is a key component of a comprehensive approach to violence prevention in the workplace. Organizations must ensure staff have appropriate training in this area and the time and support to complete it. Workers also need to be supported in their wellbeing while they do this work, which can be challenging and at times frightening. Safety for all parties involved must be a priority during de-escalation. The concept of trauma and violence informed approaches is often misunderstood. It does not mean there should be no consequences, and it does not mean excusing harmful behaviors. Rather, the goal is about balancing understanding with accountability, implementing consequences that do not retraumatize individuals, preserving a person’s dignity and autonomy, fostering opportunities for choice, collaboration, and connection, and maximizing safety for workers and the people they serve.