When Richfords Fire & Flood technicians go into people’s homes or businesses following a fire or flooding, we are even more prepared than ever before to understand the different ways people can experience trauma. We have been undergoing training with Active Plus to recognise symptoms of Post Traumatic Stress Disorder (PTSD) and how to engage with those who are suffering. Active Plus is a unique company that trains and develops injured military veterans to utilise their skills and experiences to help others.
Richfords Fire & Flood frontline technicians have been involved in training with Active Plus veterans to develop communication skills, observation techniques and Neuro-Linguistic-Programming (NLP) increasing their confidence and ability to deal with people that have suffered traumatic events. The injured Military Veterans suffering physical and mental health injuries have a variety of skills and experiences gained from military intelligence, peace-keeping missions, combat activities and special operations which are used to deliver activities and training aimed at developing a unique approach to customer care.
Here are some of the key learning areas from the sessions:
- Body language: what is really important to the customer? How are they showing this with their body language? How can we use our body language (open gestures and maybe taking control of situation) to support them?
- Tone of voice: softer warmer tones / a ‘listening’ tone of voice.
- Working as a team: the customer can feel re-assured if they ‘feel’ (without necessarily) being told, that our crews know what they are doing.
- Making a list of what is really important to the customer – it may be something simple, such as a photograph. Be seen to make notes while the customer is talking.
- Be aware that trauma may become apparent at a later visit. It can be sparked by a smell (of damp) or the sound of rain.
The former armed forces personnel from Active Plus recounted from experience how PTSD episodes are triggered by something such as a whiff of almonds – this smell is one that can often mean there are explosives about.
The Neuro-Linguistic-Programming points that can help us understand our customers much better:
- Watch the eyes: is the customer reliving a memory or imagining what something would look like?
- Listen to the type of language: does the customer think of how things look, sound, feel or taste more?
- Do not overburden the customer with facts and information. Going on the 55% (visual) 38% (auditory) 7% (fact) rule, they are more likely to take away an impression of how we looked and sounded, more than what we said.
The diagram below represents the direction on a person’s face where the eyes are pointing (for a right-handed person). Imagine the person facing you for this:
| Visually constructing images | Visual memory | |
| Creating how something might sound | Remembering how it sounds | |
| K – Kinaesthetic (feelings)“How did it feel?” | Aid – Auditory digitalInternal conversation |
Here are two Richfords clients who suffered flooding. They talk about how the event hit them.
Richfords Fire & Flood business development director, Michael Cooper, explains how the sessions have been of benefit:
Tim Cocks of Active Plus said: “Many of our veterans have already overcome trauma and injury and been involved in supporting people all around the world. Active Plus provides the opportunities for these injured veterans to reuse their skills for the benefit of others and at the same time begin to overcome some of the daily barriers they face reintegrating back into society.”
