The term “trauma-informed” emerges from a growing understanding of the far reaching ways that trauma impacts health and well-being. Trauma is defined here, in keeping with the scientific literature, as a deeply distressing or disturbing experience(s) that overwhelms an individual’s ability to cope, and significantly impacts their mental, emotional, and physical well-being.

Once you have grounded yourself during an escalated situation, next engage in active listening with the person who is agitated. This can seem counterintuitive or difficult when you are dealing with somebody who is, for example, screaming at you, and it may feel like you’re rewarding them for being completely irrational. But it is key to getting them more centered and grounded so they’re less agitated and less likely to become a danger to themselves or others.