Libraries welcome people at every stage of life—including those experiencing distress, uncertainty, exclusion or the lasting effects of trauma. Yet difficult behaviour, emotional reactions and complex needs can leave library staff unsure how best to respond.

This practical course will help you understand what trauma-informed practice really means and apply it confidently within a library setting.

It is not about diagnosing people, becoming a therapist or excusing harmful behaviour. It is about creating services, systems and everyday interactions that feel safer, kinder and more human—while maintaining appropriate boundaries and looking after staff wellbeing.

What you will learn

Part 1: Understanding Trauma

Begin with a clear, accessible introduction to trauma: what it is, what it is not and why its impact matters more than the nature of the event itself.

You will explore:

Single-event, ongoing, systemic and intergenerational trauma
Why trauma is more common than we may realise
How trauma can affect the brain, body and behaviour
Why libraries are uniquely important as trusted “fourth spaces”
A simple grounding exercise you can use when you need it

This understanding helps us move away from asking, “What is wrong with this person?” and towards asking, “What might have happened—or be happening—here?”

Part 2: What Does Trauma-Informed Actually Mean?

Discover how to turn awareness into intentional practice through the 4 Rs:

Realise the widespread impact of trauma
Recognise its possible signs
Respond by applying trauma-informed principles
Resist re-traumatisation

You will examine how language, environments, procedures and organisational systems can unintentionally cause distress. You will also explore six guiding principles: safety, trust and transparency, choice, collaboration, empowerment and inclusion.

Trauma-informed practice is not about getting everything right. It is about becoming more aware, reflecting honestly and being willing to change.

Part 3: Putting It Into Practice

Translate the principles into realistic actions for everyday library work.

You will explore:

Calm, respectful communication and de-escalation
Ways to respond confidently without taking behaviour personally
How managers influence culture through policies and modelling
Designing inclusive services that reduce overwhelm and increase choice
Reviewing signs, emails and policies through a trauma-informed lens
Maintaining clear, compassionate boundaries

You will be encouraged to reflect regularly:

What went well?
What was difficult?
What might I do differently next time?

Trauma-informed practice lives in ordinary moments—what we say, how we say it and how people experience our services.

Part 4: Looking After Yourself

Supporting people can have a cumulative emotional impact. The final section focuses on vicarious trauma, compassion fatigue and sustainable working practices.

You will explore:

How emotionally demanding work can affect you
Why these responses are not personal failings
How to notice your early warning signs
Naming and processing emotions
Creating simple rituals to bookend the working day
Setting healthy boundaries
Building meaningful peer support

You will finish by choosing one small, manageable action to support your own wellbeing.

Practical resources included

The course is supported by a comprehensive collection of practical tools, including:

De-escalation Phrase Bank
Six Guiding Principles overview
Re-Traumatisation Audit Tool
Language Audit Worksheet
Service Design Checklist
Policy Reflection Template
Manager’s Implementation Guide
Organisational and team discussion prompts
Compassion Fatigue Self-Check
Boundary Setting Prompt Sheet
Daily Bookend Ritual Planner
Peer Support and Buddy Template

Editable versions of key resources are included, helping you adapt and embed the learning across your own service.

Who is this course for?

This course is suitable for:

Frontline library and information staff
Library managers and team leaders
Service designers and programme coordinators
Academic, public, school, health and specialist library staff
Anyone responsible for customer experience, inclusion or staff wellbeing

No previous knowledge of trauma-informed practice is required.

Create safer, kinder and more human library spaces

Trauma-informed practice does not require an immediate, service-wide overhaul. It begins with small changes: a calmer response, a clearer explanation, more meaningful choice or a policy reviewed through a more human lens.

This course will give you the understanding, language and practical tools to begin making those changes—with confidence, care and compassion.

Join a Live Empower Session