Understanding Trauma in the Workplace: A Guide for Tourism & Hospitality Workers

Working in hospitality means being part of a dynamic, fast-paced environment where we interact with countless people every day. While this makes our work exciting, it also means we’re regularly connecting with colleagues who may be carrying invisible burdens. Understanding trauma and how to support each other can make our workplace stronger and more supportive for everyone.

Trauma isn’t just about major life events – it exists on a spectrum. Sometimes it’s what experts call “big T” trauma, like serious accidents or profound losses.

But it can also be “small t” trauma, like ongoing stress, difficult life transitions, or the cumulative effect of challenging experiences.

It can also include vicarious trauma, which is the emotional impact that can come from feeling another person’s distress and trauma so deeply that it affects your well-being.

All types are valid and can impact how we function at work.

Think of our capacity to handle stress like a window – what experts call our “window of tolerance.” When we’re within this window, we can think clearly and work effectively. But various experiences can push us outside this window, affecting how we interact with others and perform our duties.

Trauma responses look different for everyone. You might notice a colleague:

For example, as a receptionist at a spa, you may notice a customer pacing and looking anxious. Rather than seeing them as potential threats, thanks to a trauma-informed lens, you’re able to apply some curiosity and ask them if they’d like a tea or anything to help their comfort before their appointment.

Being supportive doesn’t mean becoming a therapist – in fact, it’s important to maintain healthy boundaries. Here’s how you can help:

Listen Actively: Sometimes people just need to be heard. Practice supportive listening without trying to fix the situation. Simple responses like “That sounds really challenging” or “I hear you” can be powerful.

Respect Boundaries: Everyone’s comfort level with sharing is different. Don’t pressure colleagues to talk about their experiences, and respect their privacy when they do share.

Listen & Refer: Your job isn’t to solve trauma-related issues. Instead, focus on being a supportive colleague and knowing when to refer someone to professional resources. If someone shares something concerning, gently remind them about available support services, like employee assistance programs or local counselling resources.

Practice Self-Care: Supporting others can be emotionally demanding. Pay attention to your own well-being and maintain healthy boundaries. It’s okay to say, “I care about you, but I’m not equipped to help with this. Would you like information about professional support services?”

Remember that building a supportive workplace is a team effort. Small actions matter – checking in with a colleague who seems stressed, offering to cover a section if someone needs a moment to regroup, or simply showing patience when someone is having a tough day.

By understanding trauma and its effects, we can create a more compassionate workplace where everyone feels supported. Remember, you don’t need to be an expert – being a kind, understanding colleague who knows when to listen and when to guide someone toward professional help is enough.

Most importantly, take care of yourself too. Just as flight attendants remind us to put on our own oxygen mask before helping others, maintaining your own well-being is essential for being able to support your colleagues effectively.

Click here to download the Supporting Each Other in Hospitality: Understanding Trauma in the Workplace to share with your coworkers or print off.