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Problem Solving with People in Trauma:

Emotions First, Problems Second
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  Rights	
  Reserved	
  

Passion	
  

Cer>fica>on	
  

Educa>on	
  

Rahila	
  Narejo	
  
1. 

Understanding	
  the	
  Emotional	
  Reaction	
  in	
  
Trauma	
  

2. 

Your	
  Role	
  in	
  Special	
  Assistance	
  

3. 

Communicating	
  in	
  Crisis	
  	
  

4. 

Problem	
  Solving	
  in	
  Crisis:	
  Apply	
  HEAT	
  
Emotion first, problem second
Emotion first, problem second
Emotion first, problem second
Emotion first, problem second
S-­‐P-­‐O-­‐T	
  
S-­‐P-­‐O-­‐T	
  
S-­‐P-­‐O-­‐T	
  
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Emotion first, problem second
1. 

5	
  _________	
  channel	
  information	
  to	
  your	
  brain.	
  

2. 

The	
  information	
  first	
  goes	
  to	
  the	
  _____________	
  ,	
  
then	
  the	
  _______________.	
  

3. 

We	
  _______	
  	
  before	
  we	
  ________.	
  
+

1,000
40
1,000
30
1,000
20
1,000
10
+

1,000
40
1,000
30
1,000
20
1,000
10

4,100
“NT”?	
  
JOSH
PEAKS, Slows down

Rational Behavior

HOSH
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Traumatic	
  Stress
	
  
¡ 

	
  

the	
  emotional,	
  cognitive,	
  behavioral	
  
and	
  physiological	
  experiences	
  of	
  
individuals	
  who	
  are	
  exposed	
  to,	
  or	
  who	
  
witness,	
  events	
  that	
  overwhelm	
  their	
  
coping	
  and	
  problem	
  solving	
  abilities 	
  

(Lerner & Shelton, 2001)
Full	
  Scale	
  
Hijacking	
  
Third	
  Trigger	
  

Toxicity

Second	
  
Trigger	
  
First	
  Trigger	
  

Time
¡  Trauma	
  victims	
  are	
  hindered	
  in	
  their	
  

ability	
  to:	
  	
  
§  think	
  	
  

§  learn	
  tasks	
  that	
  promote	
  reparation	
  	
  
§  develop	
  positive	
  responses	
  to	
  challenging	
  

situations	
  
Emotion first, problem second
Acute Traumatic
Stress Management
Crisis
Strikes
Pre-event
planning

Crisis
Response

During The
Critical Event

Typical Crisis Response
Plans
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Let-down Re-entry
Phase
Phase
Special Assistance Team Support

• Emotional

• Physical
Emotional Support
•  Listening
•  Providing First Hand
and Credible
Information
•  Consoling
Emotion first, problem second
Emotion first, problem second
Emotion first, problem second
Remember	
  that	
  listening	
  helps	
  
the	
  other	
  person	
  feel	
  heard,	
  
understood,	
  important,	
  valued,	
  
respected	
  and	
  cared	
  about.	
  	
  

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One Word Can
Make a

BIG
Difference

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I Messages	

Examples of "You"
Messages
1. You aren't making any
sense.

Examples of "I"
Messages
1. I couldn't understand
what you said.

2. You won't be able to
get the information.

2. I would like to help you
get the information.

3. You shouldn’t be
upset.

3. I understand that you
are upset.

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I Messages	

"You" messages
tend to:

"I" messages
tend to:

·Place blame. Puts
people down

·Clarify your position,
feelings, or opinions.

·Alienate, anger, make
others defensive

·Build trust.

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Just One Change…	


Replace	
  You-­‐messages	
  

with	
  I-­‐messages.	
  
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“I've learned that people will
forget what you said,
people will forget what you

did,

but people will never forget
how you made them

feel.”
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Maya Angelou quotes (American Poet b.1928)
Emotion first, problem second
¡  Generally,	
  in	
  communicating	
  with	
  an	
  

angry	
  or	
  upset	
  person,	
  try	
  to	
  be	
  more	
  of	
  a	
  
LISTENER	
  than	
  a	
  TALKER.	
  	
  

¡  Deal	
  with	
  the	
  EMOTION	
  first,	
  then	
  the	
  

PROBLEM.	
  
Slow down

Trigger

Rational Behavior
Apply	
  some	
  HEAT!!!
	
  
A specialized form of Active Listening.
• 
H
• 
E
• 
A
T
• 

Hear them out
Empathize
Ask/Answer questionsà YES!
Tell and take responsibility
Slow down
Supportive
Comments

Active Listening
Paraphrase in
the form of
questions
Rational Behavior

Problem Solve
Inappropriate	
  “E”	
  Responses	
  
• 

Accidents are not planned

• 

We always had a good safety record

• 

It was better for them this way

• 

It could have been worse…

• 

At least only 5 people died

• 

All things happens for a reason…

• 

It was their destiny

• 

They are sitting right beside God enjoying paradise
Effective	
  “E”	
  Responses	
  
• 

I am truly sorry for your loss.

• 

I regret the difficulty this has caused.

• 

I am here to assist you in any way possible.
Responder	
  Tips	
  
¡  Drink	
  plenty	
  of	
  water	
  and	
  eat	
  healthy	
  snacks	
  	
  
¡  Take	
  frequent,	
  brief	
  breaks	
  from	
  the	
  scene	
  as	
  

practicable	
  	
  

¡  Talk	
  about	
  their	
  emotions	
  to	
  process	
  what	
  they	
  

have	
  seen	
  and	
  done	
  

¡  Stay	
  in	
  touch	
  with	
  family	
  and	
  friends	
  
¡  Pair	
  up	
  with	
  another	
  responder	
  to	
  monitor	
  one	
  

another’s	
  stress	
  
Last words

APPLIED
Knowledge is…

POWER
All the Success!

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