The Empathetic Workplace: 5 Steps to a Compassionate, Calm, and Confident Response to Trauma on the Job

  • 5h 41m 26s
  • Katharine Manning
  • HarperCollins Leadership
  • 2021

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.

This book is crucial for every manager or HR representative who shouldn’t just prepare to one day be faced with a report of a traumatic experience at work, but plan on it. This five-step method will help managers make survivors feel supported and understood. The Empathetic Workplace guides supervisors of any level through an understanding of how stories of trauma impact the brain of both the survivor and the listener, as well as the tools to handle the interaction appropriately, to help the listener, the organization, and most importantly, the survivor.

The easy-to-follow LASER method outlined in these pages includes the following elements that all managers should know and understand:

  • Listen-Controlling your own reaction, managing your body language, asking open-ended questions, hearing what is not being said, and winding down the speaker when the conversation becomes unproductive are essential elements in being a good listener.
  • Acknowledge-Once someone shares a difficult personal story with you, it is important to acknowledge that gift.
  • Share-You can help the speaker regain some measure of control by sharing information with him or her about what happened or what happens next, your personal or organizational values, and what you don’t yet know but hope to learn.
  • Empower-You can help the traumatized person by providing him or her with resources that are available to them through the company or outside groups.
  • Return-The final step is to ensure that the traumatized person has a way to come back later when he or she cannot remember all that you said, thinks of more questions, or wishes for updates.

The LASER technique can benefit all who are responsible for others, from top-tier managers at Fortune 500 companies to Residence Advisors in college dormitories.

About the Author

For fifteen years, Katharine Manning advised the Justice Department on victim issues in its most challenging cases, from terrorism to child exploitation to large-scale financial fraud. As President of Blackbird DC, Manning now uses her expertise to help government, educational, and corporate institutions prepare for and respond to the challenges they face involving employees and members of the public who may be in trauma, from claims of sexual harassment or assault to large-scale impacts like data theft and workplace violence. A member of the California bar, Manning also served as an attorney with the law firm Pillsbury Winthrop in San Francisco, where she represented Fortune 500 companies in class actions, insurance, and media cases. She is a graduate of Smith College and the University of Virginia School of Law.

In this Audiobook

  • Chapter 1 - An Empathetic Approach
  • Chapter 2 - The Impact of Trauma at Work
  • Chapter 3 - The LASER Method
  • Chapter 4 - Trauma and the Brain
  • Chapter 5 - Introduction
  • Chapter 6 - Why We Listen
  • Chapter 7 - Before the Meeting
  • Chapter 8 - Active Listening
  • Chapter 9 - Controlling Your Response
  • Chapter 10 - What if the Person Is Lying?
  • Chapter 11 - When Not to Listen
  • Chapter 12 - Taking Notes
  • Chapter 13 - Hearing What Isn't Said
  • Chapter 14 - Self-Harm and Harm of Others
  • Chapter 15 - Winding Down
  • Chapter 16 - Introduction
  • Chapter 17 - Why We Acknowledge
  • Chapter 18 - Silence
  • Chapter 19 - Thank the Person
  • Chapter 20 - What Not to Say
  • Chapter 21 - What to Say Instead
  • Chapter 22 - Avoid Judgment
  • Chapter 23 - Distancing Assumptions
  • Chapter 24 - Resist the Urge to Fix It
  • Chapter 25 - Introduction
  • Chapter 26 - Why We Share Information
  • Chapter 27 - Why It's Hard to Share
  • Chapter 28 - Share Facts
  • Chapter 29 - Share Process
  • Chapter 30 - Share Values
  • Chapter 31 - Share What You Don't Know or Can't Share
  • Chapter 32 - How to Share Information
  • Chapter 33 - The Role of Apology
  • Chapter 34 - Introduction
  • Chapter 35 - Why We Empower
  • Chapter 36 - Security Issues
  • Chapter 37 - Counseling
  • Chapter 38 - Flexible Work Options
  • Chapter 39 - Other Community Services
  • Chapter 40 - Introduction
  • Chapter 41 - Why We Return
  • Chapter 42 - Prepare to Exit the Conversation
  • Chapter 43 - Remind of Next Steps
  • Chapter 44 - Follow Up
  • Chapter 45 - A Return to Yourself
  • Chapter 46 - What Else We Can Do
  • Chapter 47 - The Benefits of the LASER Method