Create a customer service vision Selecting transcript lines in this section will navigate to timestamp in the video - We all face obstacles that can make it hard to focus on delighting our customers. Think about the challenges you face in your own daily work. It might be angry customers, difficult coworkers, bad policies, defective products or even personal problems. We're not supposed to let these things get to us, but it's not easy. The most important thing you can do to overcome these challenges is to create what's called a personal customer service vision. This is a statement that describes the way you want your customers to feel when you serve them. It can act like a compass to point you in the right direction whenever you face a challenging situation. Let's say you work in a college financial aid office. Your job is helping students apply for financial aid. How would you want the students you serve to feel? Your personal vision statement might be I want to help students achieve their educational dreams. A powerful statement like this might remind you to go beyond just processing financial aid paperwork. You might even take an extra moment to help a confused student or suggest alternative options when the specific financial aid their requesting is not available. We can't make every customer happy, but a personal service vision can inspire us to try. Here's a powerful visualization exercise to help you create your own vision and bring it to life. I recommend you download the personal vision worksheet to help you out. Start by imagining a customer you helped. How would you like them to feel about your service? Perhaps your company or team has an overarching customer service vision that can guide you, or you can just rely on your own personal service values. Next, write a thank you letter to yourself from that imaginary customer. Be sure to describe what you did and how it made them feel. Here's an example that I wrote. Dear Jeff, thank you for being our trusted partner. Your commitment to helping us achieve our goals is the reason you are the first and only phone call when we need help improving customer service. Thank you. Finally, read your thank you letter at the start of each day for three weeks and try to receive this feedback from a real customer. The feedback might not be a letter. It could be verbal feedback, an email or even a comment in a customer service survey. People are often amazed when they receive feedback from a customer that nearly matches their thank you letter word for word. This exercise is effective, because it helps you visualize the type of service you'd like to provide. This visualization can help you stay focused on providing outstanding service throughout each and every day.

Overview Q&A Notebook Transcript INSTRUCTOR Jeff Toister Author, Consultant, Trainer Follow on LinkedIn RELATED TO THIS COURSE Learning Groups Show all Exercise Files (2) Show all Certificates Show all Continuing Education Units Show more Exam Start Exam Course details 1h 22m Beginner Updated: 11/18/2020 4.7 (12,712) View Jeff's LinkedIn NewsletterDo your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, writer and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think about your service, and use their feedback to improve. Learning objectives Explore how you can use customer surveys to build rapport. Name three ways you can use active listening to serve your customers more effectively. Identify the different types of needs that must be addressed in order to solve problems. Explain the benefits of taking ownership of a problem. Define “preemptive acknowledgment” and recognize its impact on customer service. List three types of attitude anchors and explain their differences. Skills covered Customer Loyalty Customer Service Learners 24,449 members like this content 537,649 people started learning CEU - Continuing Education Units (2 certifications available) National Association of State Boards of Accountancy (NASBA) Continuing Professional Education Credit (CPE): 3 Recommended NASBA Field of Study: Communications and Marketing Sponsor Identification number: 140940 To earn CPE credits the learner is expected to: Complete all videos and chapter quizzes Complete the final exam within one year from completing the course Score 70% or higher on final exam Glossary: see PDF file in the Exercise Files area Program Level: Basic Prerequisite Education: There are no prerequisites for this course. Advanced Preparation: There is no advance preparation required for this course. If you undertake this course for CPE credits, you can leave final comments in the Self Study Course Evaluation. LinkedIn Learning is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.nasbaregistry.org Register here with LinkedIn Learning. For course refund policy, issue resolution, and additional info please see the LinkedIn User Agreement. For more information regarding administrative policies such as complaint and refund, please contact our offices at +1 650-687-3600. Project Management Institute (PMI)® PDUs/ContactHours: 1.75 LinkedIn Learning has been reviewed and approved by the PMI® Authorized Training Partner Program. This course qualifies for professional development units (PDUs). The PMI Authorized Training Partner logo is a registered mark of the Project Management Institute, Inc. To view the activity and PDU details for this course, click here. Related courses POPULAR 32m COURSE Course Customer Service: Problem Solving and Troubleshooting 293,029 learners Save POPULAR 27m COURSE Course Building Rapport with Customers 238,646 learners Save POPULAR 49m COURSE Course De-Escalating Conversations for Customer Service 278,035 learners Save POPULAR 23m COURSE Course Customer Service: Call Control Strategies 188,760 learners Save POPULAR 33m COURSE Course Creating Positive Conversations with Challenging Customers (2019) 275,662 learners Save Learner reviews 4.7 out of 5 12,712 ratings How are ratings calculated? 5 star Current value: 9,973 78% 4 star Current value: 2,159 17% 3 star Current value: 444 3% 2 star Current value: 44 <1% 1 star Current value: 92 <1% Olatunji Awesu 3rd Sales Team Lead July 25, 2022 Great course Helpful Report Ayanda Hlatshwayo Call Center Representative July 25, 2022 ... Helpful Report thobani mkhize agent July 25, 2022 very helpful Helpful Report Show more reviews Live office hours with experts Show all Show all upcoming events Jun 16, 10:00 AM EVENT Event Motivating customer service employees By: Jeff Toister Ask here to share with learners, experts and others Ask Looking for technical assistance (e.g. downloading certificates)? Visit Learning Help Question asked by Tye Locke Tye Locke Willing to help but are you? 5d More options for this question Copy link to question Report this post Where can I download the worksheet? From the video: Define outstanding customer service (00:38) 4 Answers Like Answer Add your answer here Add your answer here Answered by sadam arab sadam arab Student at alpha university 10h More options for this answer Report this post also I want download so how I can download Like Reply Answered by Sydney Sabelo Sydney Sabelo Risk Controller at Robor 1d More options for this answer Report this post PDF  is the best or recommended to download your worksheet with Like Reply Load more answers Question asked by Kufre Edet Kufre Edet Information Technology Specialist at Akwa Ibom State Agency for the Control of AIDS 1w More options for this question Copy link to question Report this post I cant find where to download the PDF files recommended in the course From the video: Create a plan (02:02) 2 Likes 1 Answer Like Answer Add your answer here Add your answer here Answered by Jeff Toister Jeff Toister Instructor Your service culture guide. 1w More options for this answer Report this post Hi Kufre. The exercise files are available to LinkedIn Learning subscribers. To download the files, navigate to the "Overview" tab and look for a link marked "exercise files" near the top. I'd recommend contacting LinkedIn Learning directly for technical assistance if you run into any more difficulty: www.linkedin.com/help/learning Like Reply Question asked by Sandip Kaur Badhesha Sandip Kaur Badhesha Passionate IT Analyst Looking for a Challenging Opportunity 1w More options for this question Copy link to question Report this post I can't find all the documents he suggests to Download in each Video. From the video: Implement techniques to build rapport (00:22) 1 Like 1 Answer Like Answer Add your answer here Add your answer here Answered by Jeff Toister Jeff Toister Instructor Your service culture guide. 1w More options for this answer Report this post Hi Sandip, The exercise files are available to LinkedIn Learning subscribers. They can be accessed by navigating to the course's Overview tab. Look for a link labeled "exercise files" near the top. I'd recommend contacting LinkedIn Learning directly for technical support if you run into any difficulties: www.linkedin.com/help/learning  -Jeff Like Reply Question asked by Lucas M. Ladeveze Lucas M. Ladeveze Surgeon Specialized Knee-Foot and Ankle -Specialized Sports Medicine - Profesional Football Coach - Professional Padel Coach - 2w More options for this question Copy link to question Report this post LEarning a lot! But I cannot find all the documents he suggests to Download in each Video.   From the video: Implement techniques to build rapport (00:23) 3 Answers Like Answer Add your answer here Add your answer here Answered by Jeff Toister Jeff Toister Instructor Your service culture guide. 1w More options for this answer Report this post Hi Lucas, I'm glad you're learning a lot so far! The exercise files are available to LinkedIn Learning subscribers. They can be accessed by navigating to the course's Overview tab. Look for a link labeled "exercise files" near the top. I'd recommend contacting LinkedIn Learning directly for technical support if you run into any difficulties: www.linkedin.com/help/learning  -Jeff Like Reply 1 Like Answered by Maha M. Maha M. Entrepreneurial professional with growth mindset, excellent interpersonal skills, problem-solving abilities. Successful at team-leading & building ,showcasing strong emotional intelligence & full filling business needs. 1w More options for this answer Report this post good content Like Reply 1 Like Load more answers Question asked by Marlene Ranallo Seelig Marlene Ranallo Seelig Recruiter 2w More options for this question Copy link to question Report this post Where are these downloads?  From the video: Implement techniques to build rapport (00:20) 1 Like 1 Answer Like Answer Add your answer here Add your answer here Answered by Jeff Toister Jeff Toister Instructor Your service culture guide. 2w More options for this answer Report this post Hi Marlene. The exercise files are available to LinkedIn Learning subscribers. They can be accessed by navigating to the course's Overview tab. Look for a link labeled "exercise files" near the top. I'd recommend contacting LinkedIn Learning directly for technical support if you run into any difficulties: www.linkedin.com/help/learning -Jeff Like Reply 1 Like Question asked by Charisa Chinyere Ndinojuo Charisa Chinyere Ndinojuo I am a professional freelancer in customer support, social media marketing, virtual assistant and data entry 1mo More options for this question Copy link to question Report this post I am done with watching all the video in this course and I still can't download the certificate, why? From the video: Keep your customers happy (00:28) 6 Likes 4 Answers Like Answer Add your answer here Add your answer here Answered by Ekemini Eyoh Ekemini Eyoh -- 3w More options for this answer Report this post I am not able to download the questions or try out the quizzes. Please how do I go about it,? Like Reply Answered by Quach T Dung Quach T Dung -- 4w More options for this answer Report this post Me too, I'm trying a lot but I can not get certificate Like Reply Load more answers Question asked by Patience Chekwube Patience Chekwube General virtual Assistant/ Data entry specialist/ lead generator 1mo More options for this question Copy link to question Report this post Please how do I download the learning plan worksheet.  Thank you From the video: What to know before watching this course (01:22) 1 Like 1 Answer Like Answer Add your answer here Add your answer here Answered by Patience Chekwube Patience Chekwube General virtual Assistant/ Data entry specialist/ lead generator 1mo More options for this answer Report this post Ok, I saw similar questions here and the answer to it. Have downloaded it but can't seem to open the downloaded file. What should I do Like Reply 1 Reply Commented by Jeff Toister Jeff Toister Instructor Your service culture guide. 1mo More options for this comment Report this post Hi Patience Chekwube . I'd recommend contacting LinkedIn Learning for technical support. www.linkedin.com/help/learning Like Reply Question asked by Eze Joy Eze Joy Student at Nnamdi Azikiwe University 1mo More options for this question Copy link to question Report this post Hello I have completed my course with a total of 73%in my exam but was not issued any certificate what will I do? From the video: Identify emotional needs (00:54) 1 Answer Like Answer Add your answer here Add your answer here Answered by Jeff Toister Jeff Toister Instructor Your service culture guide. 1mo More options for this answer Report this post Thanks for completing the course, Eze Joy . I hope it was very valuable to you! Here's a guide I found on the LinkedIn site for getting your certificate. It includes some troubleshooting steps. https://www.linkedin.com/help/learning/answer/a700836 Like Reply Question asked by Manar Fakhri Manar Fakhri MSc Master degree in Business Administration with Specialisation in International Marketing ( SMART CITY ) 1mo More options for this question Copy link to question Report this post I complete course and did the assessment and got 75% but no certification got !!!!!!!!!! From the video: Create a plan (00:01) 3 Likes 5 Answers Like Answer Add your answer here Add your answer here Answered by Esther Mutisya Esther Mutisya Operations Manager at Greenvale Hotel 1mo More options for this answer Report this post how do i download the pdfs? Like Reply 1 Reply Commented by Jeff Toister Jeff Toister Instructor Your service culture guide. 1mo More options for this comment Report this post Hi Esther. LinkedIn Learning subscribers can access the course worksheets by navigating to the Overview tab. There's a link near the top marked Exercise Files. Like Reply 1 Like Answered by Jeff Toister Jeff Toister Instructor Your service culture guide. 1mo More options for this answer Report this post Hi Manar. Thanks for completing the course! I found this guide on the LinkedIn Learning site with some troubleshooting steps for downloading certificates of completion: https://www.linkedin.com/help/learning/answer/a700836 If those steps don't help, I recommend contacting LinkedIn Learning directly for technical support: https://www.linkedin.com/help/learning While I don't work for LinkedIn Learning, and my technical skills are limited, I'd be happy to answer any questions you have about the course itself. -Jeff Like Reply 1 Like 3 Replies Load previous replies Commented by Jeff Toister Jeff Toister Instructor Your service culture guide. 32m More options for this comment Report this post Janh Delantar Here's what I shared with Manar. Hopefully, this will help you: I found this guide on the LinkedIn Learning site with some troubleshooting steps for downloading certificates of completion: https://www.linkedin.com/help/learning/answer/a700836 If those steps don't help, I recommend contacting LinkedIn Learning directly for technical support: https://www.linkedin.com/help/learning While I don't work for LinkedIn Learning, and my technical skills are limited, I'd be happy to answer any questions you have about the course itself. -Jeff Like Reply Commented by Janh Delantar Janh Delantar -- 1d More options for this comment Report this post How i can get my certificate i finish the course Like Reply Load more answers Question asked by Kingsley Chinemerem Kingsley Chinemerem Customer Relationship Officer at Sendme.ng 2mo More options for this question Copy link to question Report this post I'm not able to take the first lesson in the path. what could be the problem? From the video: Keep your customers happy 2 Likes 3 Answers Like Answer Add your answer here Add your answer here Answered by Dishita Peketi Dishita Peketi Customer Success Account Manager ( Sales Service Operations) CRM! 1mo More options for this answer Report this post Hello sir I am dishita I  couldn't able to open the exercise file which I  downloaded. Like Reply 2 Replies Commented by Bulelani lunathi Bulelani lunathi Student at Afedilem 1mo More options for this comment Report this post In other to be able to open your exercise file,i think you should go back to google out about how to open that type of file so that they will show you steps of opening the file you about to open. Like Reply Commented by Jeff Toister Jeff Toister Instructor Your service culture guide. 1mo More options for this comment Report this post Hi Dishita. I'd suggest contacting LinkedIn Learning's support team directly for technical assistance. These forums are focused on content-related questions, so your question might not get as fast and thorough a response as if you contacted support: www.linkedin.com/help/learning Like Reply 1 Like Answered by Sphamandla Hopewell Mchunu Sphamandla Hopewell Mchunu Cisco Network Academy IT. Computer Literacy. NACCW (Child and Youth Care).Department of Education (Learn Support Agent). Department of Health (TB screener and Lay counseling) Department 1mo More options for this answer Report this post Hi I have managed to finish all the quiz and exam but I cant access the certificate please help Like Reply 1 Reply Commented by Jeff Toister Jeff Toister Instructor Your service culture guide. 1mo More options for this comment Report this post Hi Sphamandla. I'd suggest contacting LinkedIn Learning's support team directly for technical assistance. These forums are focused on content-related questions, so your question might not get as fast and thorough a response as if you contacted support: www.linkedin.com/help/learning Like Reply Load more answers Show more Join the community of learners Project Management Institute (PMI) Prep - LI Learning Group 117,984 Members This group is for learners who are interested in Project Management Institute certification prep and want to connect, share, collaborate, learn, and teach in an open, safe environment. Learning is fun when done together. Let’s make it great and enjoy the conversation. *Note: By joining this group, your profile will be visible to other group members but your network will NOT be notified. Join National Association of State Boards of Accountancy (NASBA) - LinkedIn Learning Group 98,159 Members This group is for learners who are interested in NASBA and want to connect, share, collaborate, learn, and teach in an open, safe environment. Learning is fun when done together. 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Let’s make it great and enjoy the conversation. *Note: By joining this group, your profile will be visible to other group members but your network will NOT be notified. Join Show all Learning Groups 0 Notes taken Press Enter to save No notes saved yet Take notes to remember what you learned! Export your notes Get your notes for this course which includes description, chapters, and timestamps Download Filter results by video selected In this video Determine the value of outstanding customer service Selecting transcript lines in this section will navigate to timestamp in the video - When people think about outstanding customer service, there's often an employee who goes above and beyond to be the hero. Think about an experience where you received outstanding customer service. There's a good chance that an individual employee went above and beyond to make it happen. Have you ever wondered why they gave that extra effort? People go above and beyond, because they get something out of it. Even if it's just the satisfaction of knowing they made a difference. Let's explore some of the ways you, your coworkers and even your organization might benefit when you make the effort to provide outstanding customer service. You can download the value of outstanding service worksheet to help you, or just jot down some notes on a blank piece of paper. A good place to start is to look at how you personally benefit from providing your customers with service that exceeds their expectations. Make a list of what you gain from putting in that extra effort. It may help to think about a specific situation where you went out of your way to delight a customer. Here's some examples that might be on your list. Happy customers are easier to serve. You enjoy helping people, and you feel a sense of accomplishment when you are able to help someone else solve a problem. We can also have a positive impact on our coworkers when we personally provide outstanding service. Try making a list of ways your extra effort might benefit the people you work with. This time, it might be helpful to think about how you felt when one of your coworkers delivered outstanding service. Here's some examples that might be on that list. Your coworkers will have to fix fewer problems. Great service brings positive energy to the entire team, and you can be a positive role model to your colleagues. Customers often look at the people who serve them as representatives of the entire organization. As a third step in this exercise, make a list of benefits your organization receives when you personally provide outstanding customer service. Here are a few examples that might be on that list. Increased profits, retained customers, and positive word of mouth from customers who refer your organization to others. Hopefully this exercise helped you identify some reasons that providing outstanding service is important to you. Whenever you have a tough day, reread the list you've just created and reflect on why you worked so hard to help your customers. Customer service isn't always easy. But the important thing to remember is that you can choose to give that extra effort to be outstanding.

Define outstanding customer service Selecting transcript lines in this section will navigate to timestamp in the video - I often get very different answers when I ask people to define outstanding customer service. That's why I've come up with a universal definition that can be applied to any situation. Outstanding customer service is service that exceeds your customer's expectations. To help explain this a bit more, it's helpful to look at the differences between good, poor, and outstanding service. Good service occurs when a customer's expectations are met. For example, if your customer expects you to be friendly, and you're friendly, then you'll have provided good service. The challenge with good service is it's not very memorable. Let me give you an example. Imagine you walk into a room and turn on the lights. You probably won't give it a second thought when the lights come on. That's like good service. It's fine. It's what happens most of the time, but it's not very memorable. Poor service occurs when the experience is worse than the customer expected, such as being rude when a customer expects you to be friendly. Unlike good service, poor service is memorable because we tend to remember things that are different than what we expect. You'd definitely notice if you walked into a room, turn on the light switch and the lights did not come on. Outstanding customer service is service that exceeds your customer's expectations. So if your customer expects you to be friendly, you might find a way to go beyond that by making your service more personal. You could try using their name, engaging in a little light conversation, or offering a genuine and sincere compliment. Now one challenge is customers often have different expectations. So customers could have the same experience and still rate it differently. Imagine an online clothing store has a mix-up in the warehouse and accidentally ships the wrong color item to three different customers. The customer service rep handles each call the same way. - Oh, I'm sorry to hear that. Well, I'm going to help you do an exchange and get you the item you ordered. - Now notice how each customer reacts to the same service. - An exchange! I was supposed to use this as a gift tonight. I can't use this (stutters). - Well, an exchange would be great. I don't know if there was a problem with shipping or if I just ordered the wrong color, so I really appreciate your help. - No, this is awesome. This is awesome. I really like it. I am keeping this one. I also want the color I ordered, though. - Okay how do you think each customer felt about the service they received? Keep in mind, every customer has their own unique perspective. The first customer felt he received poor service because an exchange wouldn't solve his real problem, which was giving a gift that night. The second customer felt she received good service because she was just happy to get the issue corrected. The third customer felt he received outstanding service because he unexpectedly received an additional item he liked. One of the unique challenges of customer service is your customers decide how they feel. Sometimes they feel great when you don't do anything special. Other times, they're angry, even after you try your hardest. My suggestion is to treat each customer as an individual and try to understand their own unique needs. Here's an exercise that can help. Think about the last three customers you served. How do you think they felt about your service? Did you meet their expectations? Were they disappointed in some way? Or did you manage to go beyond what they expected? Thinking about service from your customer's perspective can help you identify more ways to deliver outstanding customer service.

I'd like to share with you some proven techniques for delivering outstanding customer service. These are techniques I've learned from spending more than 25 years working as a customer service trainer, manager and frontline employee. This LinkedIn Learning course explores three fundamental skill sets, creating stronger customer relationships by building rapport, exceeding your customer's expectations and proven ways to solve problems and diffuse customer anger.

When Nikki Adams turned to yoga to heal the trauma she endured as a survivor of childhood sexual abuse, she found that the same spaces which often preached inclusivity were unwelcoming.

he most challenging aspect of using yoga is that it is not a “one size fits all” solution.  Some survivors need a community or space where they can speak or write about their emotions. Other survivors feel like they need more of a physical workout. And sometimes it’s a combination of all of these. Each survivor is different, and I wouldn’t push yoga on someone as a guaranteed way to help someone heal. I just know that it has worked for me, and I encourage other survivors to find their “yoga,” whatever that might look like.

Her life immediately changed. After the attack, she started experiencing flashbacks, nightmares and anxiety. She sought help from professionals but felt that talk therapy and medications weren’t providing the kind of recovery she needed.

“Trauma,” Bessel van der Kolk explains, “is not just an event that took place sometime in the past; it is also the imprint left by that experience on mind, brain, and body.”

Jenkins remembers the first time she met her. Elaine was very agitated, in a constant state of hyper-arousal, “alert to every movement in the room, every sound, even the rise of my eyebrow,” Jenkins says. But when it came to talking about her emotions, Elaine shut down.

Bessell van der Kolk: Overcome Trauma With Yoga 103,308 views103K viewsSep 5, 20183K I like this 28 I dislike this Share Share Save

Many women in this study described yoga as an empowering practice due to feeling more regulated and in touch with their bodies. Ms. S., a 42-year-old Latina married social worker, had been physically and sexually abused by her father from middle school through late high school. She entered the study after 5 years of trauma-focused talk therapy and had a CAPS score of 60 and a DES score of 10 at the baseline assessment. During the course of the study, she attended 16/20 yoga classes and practiced an average of 43 min per day at home, even practicing while away on vacation. She mentioned that her husband commented on her “Zen-like” ability to maintain focus during her yoga practice. Ms. S. was able to use this skill in other aspects of her life, as she indicated in a note on her homework sheet: “The yoga has helped me be able to pay attention to the rhythm of my breathing, which has helped me be able to run, which I have never been able to do before. I ran for 2¼ miles for the first time in my life.” At the post-treatment assessment, her CAPS score was 25, and at the 1-month follow-up assessment, her CAPS score was 14, indicating that she was asymptomatic and experienced >50% reduction in reported symptoms

Yet the identities of both were inevitably pursued and eventually discovered. At a certain level of virality, you cannot stop motivated people on the internet from piercing your veils. In the case of that woman from Blair’s flight, her legions of “fans” are digging day and night to find more information, to meet the female lead of this summer’s hottest rom-com. They want to know what happens next. They want to make her finish the story. Go on a date; now kiss; now get engaged; tell us what it was like. We need to know more. More. More.

Seemingly innocent cases, like that of “Plane Bae,” are small warning signs on the road to our even more networked future. We are all watching each other, mining each other’s lives for “content” that we give for free to large corporations who then monetize it. “Plane Bae” didn’t just benefit Twitter, a company badly in need of good PR, but also T-Mobile, whose savvy CEO swooped in to offer Blair a reimbursement on the Wi-Fi she purchased to write her thread.

Meme creators and posters have been sued for using people’s images without permission, especially those who were not already public figures. In 2003, the parents of the unwilling star of the “Star Wars Kid” video sued their son’s classmates for posting the video online. Though the suit was settled, the video did not disappear, and the Star Wars Kid learned to deal with his fame.

Image-based memes are easy to create and easy to spread, though whether they will go viral is never a given. If you create or post one, remember to pay attention to the source of the image. Your best bet is to start with an image or clip that is already labeled for reuse or is in the public domain, meaning out of copyright protection altogether. Google Images search tools provides such a filter, or try the Creative Commons search for work licensed for reuse via Creative Commons licenses. When you see a meme going around, give a thought to the subject of that meme image, whose life may forever be changed.  

Another important aspect of the Yoga classes at the Trauma Center is the development of community. As the author and trauma clinician Judith Herman has noted, trauma survivors typically feel deeply alienated from society.

As students develop the ability to make choices for them-selves based on their own internal feedback, they are learn-ing that their feelings matter and that they can take effective action to make themselves feel better.

Identifying how the body feels is very difficult for trauma survivors who have, in many cases, been avoiding noticing their bodies or neglecting to care for their bodies for a prolonged period of time. Making choices to lessen pain, strain, or discomfort may be more challenging still.

Along with the principals discussed above, Trauma Center Yoga teachers keep in mind the healing benefits of two key elements of a group Yoga practice: making choices and community. The process of being traumatized involves a fundamen-tal lack of choice—you were in the wrong place at the wrong time. Your choices as an individual did not matter. What happened happened, despite your complete insistence that it not happen. This can result in a deeply damaged sense of agency in the world and a complete lack of faith that you can do anything to improve your situation or change things to better suit yourself

e decided that trauma-sensitive Yoga was not so much about getting students to do something but more about invitingthem to try something. As a result of this decision, we came up with what we call Invitatory Language

For many trauma survivors, physical assists are a clinical issue and should be treated with great care and attention. We do not offer physical assists for the first several months of an open Yoga class and would suggest not doing physical assists at all if your class is limited to several weeks in dura-tion. Verbal assists, however, can be very valuable and will show that you are attending to your students in a nurturing way, while respecting their physical space and the integrity of those boundaries. For example, rather than physically ad-just a student’s posture, you might suggest that the student try a block or blanket to make a posture more accessible.

An essential aspect of recovering from trauma is learn-ing ways to calm down, or self-regulate. For thousands of years, Yoga has been offered as a practice that helps one calm the mind and body. More recently, research has shown that Yoga practices, including meditation, relaxation, and physical postures, can reduce autonomic sympathetic ac-tivation, muscle tension, and blood pressure, improve neuroendocrine and hormonal activity, decrease physical symptoms and emotional distress, and increase quality of life.10-21 For these reasons, Yoga is a promising treatment or adjunctive therapy for addressing the cognitive, emotional, and physiological symptoms associated with trauma, and PTSD specifically

Given the prevalence of trauma exposure in our society, effective treatment interventions for individuals who develop PTSD are essential. Unfortunately, trauma has long-lasting effects on mental health and is extremely treatment-resis

To be clear, there is a law that defines domestic terrorism but not one that charges people who commit acts of terrorism in America. People who conspire with international terrorists—even if they aren’t materially involved in an act of violence—are charged with “acts of terrorism transcending international boundaries.” But someone who sends pipe bombs to Democrats; plows through a crowd of anti-racism protesters in Charlottesville, Va.; or shoots up a church in Charleston, S.C., will not face domestic terrorism charges.

But I end up coming back to this simple stuff because I can’t shake the feeling that digital literacy needs to start with the mirror and head-checks before it gets to automotive repair or controlled skids. Because it is these simple behaviors, applied as habits and enforced as norms, that have the power to change the web as we know it, to break our cycle of reaction and recognition, and ultimately to get even our deeper investigations off to a better start.

This review is unique in being the first systematic review and quantitative synthesis of yoga interventions for psychological symptoms following trauma and is a first attempt to summarize the existing literature in this growing field.

This review is unique in being the first systematic review and quantitative synthesis of yoga interventions for psychological symptoms following trauma and is a first attempt to summarize the existing literature in this growing field.

Yoga may be a promising treatment for trauma sequelae, given research that supports yoga for general distress, specifically in decreasing physical symptoms and emotional distress and increasing quality of life (for a review, see, e.g., Emerson et al., 2009). Because the experience of trauma is physically impactful both during (e.g., in the midst of domestic violence, sexual abuse, combat, natural disasters) and after (e.g., alterations in physiological stress responses) the trauma, mind and body connections may be particularly healing. A systematic review demonstrated that those who have experienced a trauma were 2.7 times more likely to have a functional somatic syndrome (e.g., chronic pain, temporomandiular disorder, chronic fatigue syndrome) than those who did not report experiencing a trauma (Afari et al., 2014); these results are similar in studies examining specific types of trauma, for example, sexual abuse (Finestone et al., 2000). Thus, as Afari et al. (2014) express, effects of the experience of trauma that alter one’s cognitive and behavioral responses may also result in the expression of somatic changes. From evidence suggesting how traumatic stress has lasting impacts on the body, van der Kolk (2006) suggests that the most effective treatments involve (a) increasing one’s tolerance of the physical sensations in one’s body, (b) regulating arousal, and (c) learning effective actions in the body, which are particularly important after the experience of peritraumatic physical helplessness. Interoceptive, body-oriented therapies, which allow for more physical and mental self-awareness and mindfulness, may be promising interventions for trauma survivors. Yet, the current state of evidence-based treatments for posttraumatic stress lack these components. For instance, due to high noncompleter rates and residual symptoms, the National Academies Health and Medicine Division (formerly the Institute of Medicine [IOM]) deems that PTSD treatment outcomes do not have sufficient certainty in their effectiveness (Institute of Medicine Committee on Treatment of Posttraumatic Stress Disorder, 2008

As a way to address physiological dysregulation and somatic symptoms, scholars have begun to explore the use of mind-body practices (Minton et al., 2006; Salmon, Lush, Jablonski & Septon, 2009). Techniques that increase mindfulness of internal states and physiological responses to internal and external stimuli have especially demonstrated promise in addressing the way trauma is held in the body (Follette, Palm, & Pearson, 2006; Ware, 2007). Recent studies have also shown that mindfulness-based interventions reduce PTSD symptoms and improve functioning by increasing the capacity to recognize, tolerate, and utilize internal states and ease the physical co-morbidities often associated with PTSD (Boden et al., 2012; Thompson, Arnkoff, & Glass, 2011; Vujanovic, Youngwirth, Johnson, & Zvolensky, 2009).