Consider Trauma-Informed Communications

Working with education clients led me to learn more about trauma-informed care. As described by the National Association of School Psychologists, “a trauma-informed approach is a way of providing services to children and families that facilitates the improved function of those negatively affected by trauma.” 

That makes a lot of sense — educators should tailor their communication and action based on the understanding of what traumas a child may have experienced. Are we giving our colleagues the same considerations in the workplace? 

I recently met Nuria A. Diallo Padro, MBA, and was intrigued by the type of work she specializes in: trauma-informed leadership. Nuria shared her insights with me in the edited Q&A that follows.

You’re a trauma-informed management consultant. What led you to specialize in this work? 

I have been consulting for over 20 years on projects throughout the world, and one thing remains constant regardless of country, culture or values — change. Change can be traumatic, yet it can be an amazing opportunity and experience. 

The COVID-19 pandemic demonstrated this for the whole world. The pandemic was also the catalyst that affirmed that I work [through] a trauma-informed lens to educate and empower others on how smart business, organizational and personal moves benefit from a trauma-informed model.

How is trauma-informed management helpful? 

Trauma-informed management is the complement to strategic leadership in the time of VUCA — a business concept that calls for practical strategies in the face of volatility, uncertainty, complexity and ambiguity. 

While it calls for leaders to be prepared in various difficult scenarios, trauma-informed management also calls for a lens of compassion. While strategic leaders are equipped to handle a VUCA world, trauma-informed strategic leaders are equipped to effectively navigate the trauma that goes along with a VUCA world for a better quality of service, outcomes and life for the different groups that their business decisions impact. 

Through trauma-informed management consulting, I provide knowledge, context and solutions for stakeholders to make informed decisions on how to navigate change, address ineffective policies and resolve high-conflict scenarios. Decision-makers can be at any level — from the C-suite to different levels of government, nonprofits, schools or other organizations, and individuals. 

Why is it helpful for organizations to invest in this approach? 

Operating from a trauma-informed lens fosters safer and better policies and practices across the different functions of an organization. It helps with employee turnover and leads to innovation. When we look at the pandemic, each company and state government handled the same situation quite differently. 

The pandemic unveiled that everyone deals with trauma and change, but how we deal with it matters to the success of the organization as well as the quality of life for employees and customers.

What should communicators know about trauma?

Without effective communication, there is chaos. Chaos is traumatic. PR professionals [should be some] of the most trauma-informed professionals today because of the minute-to-minute demand on them to develop and convey messaging that keeps people safe and informed during a time of constant change. 

How can PR professionals infuse trauma-informed practice or management into our messaging, or how we practice public relations?

Every professional communicator should hold onto what they learned through their work during the pandemic. Hold onto being intentional about the impact that their messages have on others. Use this new level of awareness to educate and advocate for trauma-informed messaging from your leaders. 

If you have not read up on trauma-informed care, then do so because it will change the lens by which you script the words that can otherwise isolate employees, customers or communities. Trauma-informed communication removes words that isolate and converts them into words that reassure, reaffirm, empower, unify and effectively lead to a positive outcome.