As an early pioneer for training in bullying and harassment, I know that most organisations are reluctant to disclose their internal data around complaints for these and other abusive workplace behaviours. When challenged they might say:
- We don’t have a problem – maybe a specific and isolated incident (usually severe) that they dealt with speedily and firmly some time ago.
- We have a very low levels of reported cases which we are covered by our comprehensive protocols.
Very often even though they have extensive protocols for dealing with issues of workplace abuse and all kinds of inappropriate behaviour they have low levels of reporting. Sometimes they see an anomaly – but mainly they don’t. One thing they certainly don’t factor in is that although the framework for reporting exists, what they haven’t done is train HR and Line Managers to create a culture of psychological safety so that employees feel able to make that initial report.
This doesn’t mean they don’t have a problem.
Employees frequently don’t have confidence in their organisations’ reporting systems when they suffer some kind of workplace abuse. This can be around harassment, discrimination, bullying, or other psychosocial hazards which can be traumatic and even illegal.
The role of the first point of contact, whoever that may be, is therefore pivotal in ensuring trust in the system.
It means they need a trauma-informed approach to responding to these complaints of workplace abuse, especially at the initial reporting stage.
What is involved in a Trauma Informed Response
A trauma-informed response to reports of abusive workplace behaviour is an approach that prioritises safety, empathy, and empowerment while minimising the risk of further harm or re-traumatisation. It involves:
- Recognising the impact of trauma on individuals and how it may influence their responses and behaviors.
- Providing a safe and supportive environment where employees feel heard, respected, validated and emotionally secure.
- Using trauma reflective listening and empathy to acknowledge the individual’s experience without judgement or scepticism.
- Maintaining confidentiality and trust to protect the employee from retaliation or additional harm.
- Responding with clear, consistent, and transparent communication about next steps and available support.
- Avoiding re-traumatisation by being mindful of language, tone, and power dynamics.
- Connecting individuals to appropriate resources, such as counselling services, legal guidance, or workplace accommodations.
- Committing to systemic change, ensuring that policies, leadership, and workplace culture support a trauma-informed environment.
This approach ensures that employees feel safe and supported while also allowing organisations to handle abuse reports with fairness and integrity.
Benefits of a Trauma Informed Response
Responding in a trauma-informed way to workplace abuse isn’t just better for the individual; it’s critical for the successful completion of an organisation’s reporting process in a neutral and balanced way.
- It improves organisational credibility by showing that dignity and due process can coexist
- It helps survivors participate more fully and truthfully when they feel psychologically safe
- It reduces the risk of secondary trauma, which can lead to absenteeism, disengagement, or even legal action
Trauma is not just the event itself, at the time, it is also about the impact it has on the psychological and physical well-being of the target. When someone experiences sexual harassment, bullying, or any other form of workplace abuse, typical reports say targets feel shame, weak, powerlessness, and even guilt, as if somehow the incident was their fault. Sharing the experience can trigger all the emotions associated with the original event and even physical responses months after it took place.
System integrity
A traumatic experience can impact a person’s memory so the details of the experience may be inconsistent . They may omit specific details or recall others differently. This can impact the smoothness of any process that relies on a reliable account of events. Failure to take a trauma-informed approach can lead to your reporting system coming into disrepute, which can cause even further trauma to the person who has reported the incident. A trauma-informed approach strengthens your reporting systems by creating conditions where people feel psychologically safe to share their stories in full detail.
Your response
It’s important to remember that you are not a coach or a therapist. Your role is to convey dignity and psychological safety and that the person making the complaint will feel heard without judgement. A trauma-informed response ensures that the employee will feel confident in all of those areas. As the representative of the organisation you may be the first person to reassure the complainant in an official capacity, so your goal will be to establish trust, not just in you personally but also in the organisation.
