Leading Through Traumatic Experiences with Empathy and Resilience

Traumatic experiences never really leave us. They become part of us and influence our responses to situations that remind us of them. Initially, this happens largely without our consent. Over time, their impact may lessen or occur less frequently. With guidance and healing, some of us learn to harness our resilience and direct it toward projects, careers, and lives that help others avoid similar tragedies. I was reminded of this earlier this month.

Never Forget? I Won’t

It was the first 9/11 since I moved from New York City. I had forgotten how much that day impacted me and shaped my law career here. Trying to return to the path I was on before that day—or something better—I had pushed some memories deep in my mind. For years, I wanted to pick up the book from where I left off or restart the movie I paused. I was relatively successful in doing so.

This year, those initial feelings resurfaced as I listened to the memorial motorcycle ride pass outside my hotel. I recalled the existential questions I had after learning about the attacks, just 27 miles from where I was scheduled to interview for my first job in the area after law school.

At first, the attacks were so disorienting that I asked questions like “Where am I?” and “Who am I?” I wondered if anything I experienced before had been real and if life would ever be the same. Yet it didn’t seem it should be.

Eventually, I realized I had to move forward. Understanding that life would never be the same, I found comfort in the familiarity of work. For many survivors of trauma, work is where we can hide our instability while also rebuilding our confidence. We are told to keep our personal and professional lives separate, and we try. But like everyone, we bring our full selves to work.

As a people manager, being aware of trauma responses will help you identify:

Employees and colleagues who need space to work through their experiences
When to offer support or resources
Ways to motivate your employees (and yourself)
How to avoid making the experience worse

Understanding the Impact of Trauma

Psychology experts agree that nearly everyone in NYC on 9/11 experienced some form of trauma. The intensity and duration of mental health challenges varied based on several factors:

Widespread Trauma. A significant majority of people in NYC on 9/11 witnessed or were directly affected by traumatic events, such as seeing the towers collapse, people running away, or witnessing injuries and deaths. However, not all people who witness such events will have mental health issues. Just as some people escaped without physical injury, many escaped without mental injury. Be careful not to make assumptions, even with the best intentions.
Mental Health Challenges. Many 9/11 survivors experienced short-term and long-term mental health concerns, including post-traumatic stress disorder (PTSD), depression, and anxiety. Factors that increased the likelihood of long-term challenges included work as a first responder, a history of mental injury, and unresolved prior trauma.
Resilience and Recovery. Despite the trauma, many people demonstrated resilience. Studies show that about two-thirds of those who experience traumatic events eventually return to their pre-event mental health state. Only an estimated 1% to 3% of survivors experience persistent disabling conditions.

The Pandemic’s Toll on Mental Health

The COVID-19 pandemic has also had a profound impact on the mental health of New Yorkers:

Increased Anxiety and Depression. The pandemic significantly increased anxiety and depression among New Yorkers. By October 2020, 37% of adults reported symptoms of anxiety, depression, or both. A 2023 NYC survey indicated that 8% of adults in the city experienced serious psychological distress, and 34% reported lacking access to all the support they needed.
Economic Hardship. Loss of employment and income, food insecurity, and housing instability exacerbated mental health issues. A 2024 survey suggested that 58% of New Yorkers are pessimistic about their personal financial conditions, and government agencies report more residents relying on food and cash assistance.
Grief and Loss. The high death toll added to the collective grief and trauma. Few will forget seeing the refrigerated trucks for bodies near hospitals in our neighborhoods.
Crime and Safety Concerns. Increased crime further contributed to stress and anxiety among residents. This year has seen a 6.4% reduction in crimes such as shootings, murders, and subway crime. However, felony assaults and sexual assaults have increased. As a woman and survivor of multiple crimes, this is especially concerning.

Trauma-Informed Management: A Path Forward

As a manager, understanding the impact of trauma on your team is crucial. Here are some strategies to foster a supportive and resilient workplace:

Create a Safe Environment. Ensure that employees feel comfortable expressing their concerns and seeking support without repercussions. Retaliation remains one of the top complaints received by the Equal Employment Opportunity Commission (EEOC) and other human rights agencies.
Promote Mental Health Resources. Make mental health resources readily available and encourage their use without judgment or disclosure of confidential information.
Practice Empathy. Show understanding and compassion towards employees’ lived experiences and challenges.
Build in Flexibility Where Possible. Allow for flexible work arrangements to address employees’ unique needs.
Foster Collaboration. Help employees feel connected to the workplace values and common goals.

Conclusion

Adopting a trauma-informed approach to management can help your team navigate life challenges and foster a resilient, empathetic workplace. This approach not only benefits your employees but also boosts overall productivity and morale.

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