PTSD Training_TSA Agent

You notice a passenger approaching the security area in a big hurry. "I am late for my flight. Please let me through!" He pushes by a woman wearing large headphones who is holding a stress ball. The man yells at her to get out of the way. She begins to shake uncontrollably. //Let's test your new skills to:// Recognize the appropriate steps of interacting with someone experiencing a post-traumatic stress disorder event (PTSD). [[Click Start to Hear More]]

Not quite. Walking up and loudly calling out the irate passenger could escalate the situation. What might be a better choice? [[Keep observing the woman.]] [[Get some feedback from a team member.]]

Observe the security line to fully assess the situation. What are you looking for? [[Assess if the symptoms are consistent with PTSD.]] [[Begin telling the passenger to ignore the irate man.]]

Make small talk with another agent to gauge the level of alarm you should be feeling. It is important to keep your attention on the passenger who was yelled at. What are you looking for? [[Assess if the symptoms are consistent with PTSD.]] [[Begin telling the passenger to ignore the irate man.]]

Passengers are becoming more agitated by the irate man's behavior. The woman continues to shake. Sweat is beginning to pool on her forehead. Her eyes are darting left and right looking for danger. As a TSA agent newly trained to spot PTSD symptoms, what would you do? [[Keep observing the woman.]] [[Get some feedback from a team member.]] [[Race toward the rude passenger.]]

Yes! Observe from afar the person you suspect of possibly having a PTSD event. You notice physical signs like shortness of breath, anger, trembling, irritability. What should you do next? [[Slowly approach the passenger.]] [[Guess what is going on without assessing body language and verbal cues. ]]

Passenger becomes confused by your comments. PTSD symptoms intensify and she is unable to speak. Instead of empathetic encouragement to ignore the irate man, there is another step you should consider. Choose again. [[Slowly approach the passenger.]] [[Guess what is going on without assessing body language and verbal cues. ]]

Correct! Slowly approach the passenger with neutral body language and a friendly face. Try and make eye contact. How should you begin the conversation? [[Loudly say, "Boy that guy was a jerk, wasn't he?"]] [[Gently say, "Hello, my name is... What is your name?"]] Click on the information box for a quick refresher of signs and symptoms of PTSD. (Camtasia video?)

Not quite. The passenger becomes more frightened and unable to verbalize what is happening. Click on the information box for a quick refresher of signs and symptoms of PTSD. (Camtasia video?) After identifying that the woman is indeed having issues with PTSD, it's good to introduce yourself calmly and gently. Click the button below to continue. [[Gently say, "Hello, my name is... What is your name?"]]

Not really helping. The situation with the mute passenger intensifies and the security gate line stalls due to inaction. It's time to reassess approaching this passenger that you recognize as having PTSD symptoms. Now is a good to introduce yourself calmly and gently. Click the button below to continue. [[Gently say, "Hello, my name is... What is your name?"]]

That's right! Introduce yourself in a calm, gentle fashion. You may need to repeat the question so be patient. You discover her name is Wanda. This is the first step in pulling Wanda's attention away from whatever memory has been triggered. What should you do next? [[Work with Wanda to make short-term decisions to “ground” herself.]] [[Bring the irate passenger before Wanda and make him apologize.]]

Correct. Saying any combination of these conversation starters will help: * “Wanda, would it be okay if I held your hand to help you right now?” * "Wanda, I can see your breath is shallow and you are shaking. What would you normally do to try and calm yourself when you get like this?" * "Wanda, I want us to take some deep breaths together." Saying her name establishes connection. You want her to feel supported and that you are there to help -- not judge. What is the next thing you can do to help Wanda? [["Are you able to tell me what happened from your perspective?"]] [[Begin telling Wanda how to become grounded without listening to her story.]]

This will escalate the situation. Because no one has had time to have their story heard, the man becomes angrier, Wanda goes deeper into her trauma episode, and the security line gets even longer. What is the better next step you should take to help Wanda? [[Work with Wanda to make short-term decisions to “ground” herself.]] [[Begin telling Wanda how to become grounded without listening to her story.]]

Unfortunately, Wanda is unable to hear you. She has regressed into a flashback of a traumatic event. Click on the box for a reminder of 3 things a PTSD victim needs. (Rise interaction/Reminder.... seen, heard, understood) Which of the following would help Wanda the most? [["Are you able to tell me what happened from your perspective?"]] [[Ways you can appeal to her 5 senses.]]

That's correct. Wanda needs to feel seen, heard, and understood. This will help move trauma through her brain to calm her. Try and make eye contact and remain patient as she shares. What should you be looking for as Wanda talks? [[Any changes in her physical symptoms -- for good or worse.]] [[Ways you can appeal to her 5 senses.]] [[Watching how the other agents are dealing with the irate passenger.]]

You got it! Staying present and observant to Wanda's body language is vital. How is her breathing? Is she still emotionally heightened or calming down? Are other PTSD symptoms starting to show up? All of a sudden Wanda feels nauseous. She says, "I'm going to throw up!" What do you do? [[Calmly walk her over to a trashcan.]] [[Calmly walk her to a trashcan and request another agent bring you a cool rag.]] [[Try and convince her not to throw up.]]

Wanda needs your full attention. If a supervisor needs you, they will let you know. Now you choose to keep your full attention on Wanda. What are you looking for? [[Any changes in her physical symptoms -- for good or worse.]] [[Ways you can appeal to her 5 senses.]]

While this is a good choice, choosing the option with the wet rag would have been better. A change in temperature on the skin is another technique for pulling someone out of a traumatic episode. In hindsight, it would be best to ask another agent for a wet rag while you walk her over to a trashcan. After Wanda feels a little better, what course should you take? [[Continue your conversation.]] [[Continue your conversation, telling her she might miss her flight.]] [[Call the agent and irate man over to discuss the situation.]]

Good job. Staying calm and providing what Wanda needs is a way to maintain trust and bring her back to regulation through the 5 senses (cool rag on skin). Remember that it is okay to involve other agents if this allows you to maintain your attention on her. Offering a cool rag is another way to help distract her. from the traumatic event because involving the 5 senses in the here and now can pull Wanda back from her past. Once she recovers, what should you do next? [[Continue your conversation.]] [[Continue your conversation, telling her she might miss her flight.]] [[Call the agent and irate man over to discuss the situation.]]

Comments like this can leave PTSD sufferers feeling judged. Wanda is now feeling guilty for her reaction to her trauma. What can you do to re-establish trust with her? [[Calmly walk her to a trashcan and request another agent bring you a cool rag.]] [[Calmly walk her over to a trashcan.]]

While addressing the 5 senses is a good tactic to distract Wanda, you are already doing this by talking with her, helping to regulate her breathing, and offering to hold her hand. Click [[Get Back on Track]] to keep going.

Yes! Wanda's system is re-regulating as you remain calm, consistent, and in control of the situation. If the man is still in the general area, it's important to get Wanda's input if his presence is triggering to her. What is this listening technique called? [[Active empathic listening]] [[Critcal listening]] [[Passive Listening]]

Introducing the idea of more fear to help her "move on," will likely backfire. Instead, ask to see her flight information. It's another useful distraction technique, too.

Being safe and feeling safe are not the same thing. Wanda will experience this as a complete threat and retreat deeper into her fear and PTSD symptoms. What else would be more helpful for Wanda right now? [[Calmly walk her over to a trashcan.]] [[Calmly walk her to a trashcan and request another agent bring you a cool rag.]]

Uh-oh. Passive listening won't help Wanda move past her traumatic episode. Let's try that again. [[Active empathic listening]] [[Critcal listening]]

Exactly! You are helping Wanda move toward regulation because active empathic listening involves going beyond the person's words and fully grasping their emotions. While valuable in any situation, this listening technique is particularly beneficial during times of crisis. Wanda is starting to show signs of feeling better. How else can you show support? [[Avoid judging her through your tone of voice and body language.]] [[Do not conflict her version of the story. The trauma brain sees what it sees.]] [[Continue to distract by asking about her trip and when her flight leaves.]] [[All of the above.]]

Not quite. While critical listening is streamlined and efficient, the approach is too business-like for a sufferer from PTSD. Wanda requires a different method to benefit in her time of crisis. Let's try that again. [[Active empathic listening]] [[Passive Listening]]

This is a good answer, but not quite. Let's go back and try again. [[Return to active empathic listening]]

Correct! All of these are ways you can support Wanda as you help her regulate herself. Next, you take down her statement and continue to watch for any additional signs of PTSD. You ask if she would like you to notify an attendant at her gate that she might need support during her journey. Wanda says no so you say your goodbyes. Good job! [[Let's Review]]

This is a good answer, but not quite. Let's go back and try again. [[Return to active empathic listening]]

Recognizing the appropriate steps of interacting with someone experiencing a post-traumatic stress disorder event (PTSD) is a skill. And it takes practice. ''BUILD OUT'' If you have not seen the video yet of tips to recognize someone experiencing a PTSD episode, you can watch it now for further learner.

It's exciting to see Wanda showing signs of moving past her traumatic event. What are else can you do to show support? [[Avoid judging her through your tone of voice and body language.]] [[Do not conflict her version of the story. The trauma brain sees what it sees.]] [[Continue to distract by asking about her trip and when her flight leaves.]] [[All of the above.]]

Staying present and observant to Wanda's body language is vital. //How is she breathing? Is she still emotionally heightened or calming down? Are other PTSD symptoms starting to show up? // Suddenly Wanda feels nauseous. She says, "I'm going to throw up!" What do you do? [[Calmly walk her over to a trashcan.]] [[Calmly walk her to a trashcan and request another agent bring you a cool rag.]] [[Try and convince her not to throw up.]]