Table of Contents
Introduction 1
1 An Empathetic Approach 3
2 The Impact of Trauma at Work 7
3 The LASER Method 15
4 Trauma and the Brain 21
Step 1 Listen 27
5 Introduction 29
6 Why We Listen 33
7 Before the Meeting 39
8 Active Listening 45
9 Controlling Your Response 55
10 What if the Person Is Lying? 59
11 When Not to Listen 63
12 Taking Notes 65
13 Hearing What Isn't Said 69
14 Self-Harm and Harm of Others 73
15 Winding Down 79
Step 2 Acknowledge 81
16 Introduction 83
17 Why We Acknowledge 87
18 Silence 91
19 Thank the Person 95
20 What Not to Say 97
21 What to Say Instead 103
22 Avoid Judgment 107
23 Distancing Assumptions 113
24 Resist the Urge to Fix It 115
Step 3 Share 117
25 Introduction 119
26 Why We Share Information 123
27 Why It's Hard to Share 125
28 Share Facts 129
29 Share Process 131
30 Share Values 133
31 Share What You Don't Know or Can't Share 135
32 How to Share Information 137
33 The Role of Apology 139
Step 4 Empower 145
34 Introduction 147
35 Why We Empower 151
36 Security Issues 155
37 Counseling 157
36 Flexible Work Options 161
39 Other Community Services 163
40 Introduction 167
41 Why We Return 171
42 Prepare to Exit the Conversation 173
43 Remind of Next Steps 177
44 Follow Up 179
45 A Return to Yourself 183
48 What Else We Can Do 191
Conclusion 195
47 The Benefits of the LASER Method 197
Acknowledgments 201
Notes 203
Index 215
About the Author 220