Includes bibliographical references and index.

Introduction: An empathetic approach ; The impact of trauma at work ; The LASER method ; Trauma and the brain -- Step 1: Listen: Introduction ; Why we listen ; Before the meeting ; Active listening ; Controlling your response ; What if the person is lying? ; When not to listen ; Taking notes ; Hearing what isn't said ; Self-harm and harm of others ; Winding down -- Step 2: Acknowledge: Introduction ; Why we acknowledge ; Silence ; Thank the person ; What not to say ; What to say instead; Avoid judgment ; Distancing assumptions ; Resist the urge to fix it -- Step 3: Share: Introduction ; Why we share information ; Why it's hard to share ; Share facts ; Share process ; Share values ; Share what you don't know and can't share ; How to share information ; The role of apology -- Step 4: Empower: Introduction ; Why we empower ; Security issues ; Counseling ; Flexible work options ; Other community services -- Step 5: Return: Introduction ; Why we return ; Prepare to exit the conversatoin ; Remind of next steps ; Follow up ; A return to yourself ; What else we can do -- Conclusion: The benefits of the LASER method.

This critical resource gives managers, HR, and anyone who may come into contact with someone in trauma---including workplace violence, harassment, assault, illness, addiction, fraud, bankruptcy, and more---the tools they need to be prepared for what lies ahead.