Trauma-informed
According to SAMHSA, being a trauma-informed organization requires recognizing signs of trauma, building supportive policies and understanding ______.
What is how trauma affect people
Folded arms and frigid tone.
What is unwelcoming behavior.
https://youtube.com/shorts/8rW2hqf6_xg?si=CIRvhRMWTjG0jKD2
Leslie was kind and considerate of Ron's needs for bacon. However, she did not _____ allowing Ron opportunity to make his own _______.
What is a redirect, and offer a choice?
True or false: Bad patron interactions are excused even when harm is caused.
False
First key part of any de-escalation strategy
What is active listening
Staff can promote a patron's sense of safety non-verbally by avoiding standing too close and respect their ________.
What is personal space?
https://youtube.com/shorts/trlDMy-JBfs?si=laM4w2nVYe65d4xX
Rosa is leading the funeral service; her tone is ______, and not ideal for sensitive situations.
What is indifferent and flat?
Providing good customer care means _______.
What is taking care of yourself?
Somatization, Emotional Dysregulation, Substance Abuse, Self-Destructive Behaviors, Hypervigilance, Sleep disturbances, Cognitive challenges are examples of ____________.
What is common behavioral responses to trauma
Crossing arms, matching a patron's raised volume or arguing back to win a debate are examples of staff behaviors that _____.
What is escalating the situation.
https://youtube.com/shorts/4z_9yqaKV4U?si=uJqtFoLaqWC2cRFH
Michael Scott is hosting a sensitivity training. In an effort to foster camaraderie with staff. However, in doing so he perpauates a enviorment that is not inclusive to an _________.
What is a trauma-informed organization?
A Trauma-Informed Approach to Library Services, recognizes trauma within the workplace and includes a _________.
What is a safety plan for frontline workers?
Effective and Trauma-informed framework response for de-escalation
What is care and compassion
When a patron enters audibly frustrated about taxes, staff can defuse the situation non-verbally by ___________.
What is maintaining a calm tone?
https://youtube.com/shorts/PorqWNAzE_g?si=6oLxetIQViTcgmKf
Ron is being questioned at a government meeting, he followed ____ of the appropriate de-escalation steps for dealing with hostile patrons.
What is none of them?
Library staff are simultaneously experiencing ________.
What is secondary traumatic stress?