There is an increasing awareness of the prevalence and impact of trauma on publics’ lives, particularly in the wake of the COVID-19 pandemic. As intermediaries who shape symbols, discourses, meanings, and practices amidst evolving social, cultural, and psychological landscapes such as these, public relations professionals must remain mindful of their potential to inflict harm on the recipients of their work and understand publics’ lived experiences that may involve trauma. Yet, little research has explored public relations work from a trauma-informed approach. Building upon Macnamara’s (2016b, 2018) architecture of listening model, this study considers how public relations can help enact trauma-informed organizational listening. As such, this qualitative analysis of interviews with 54 public relations and strategic communication professionals yielded insights for listening with consideration for trauma and harm among diverse publics. Findings suggest that public relations professionals engage in trauma-informed listening via respect and sensitivity, listening out for invisible or unheard trauma, consideration of power distance, understanding that the trauma can be inflicted by communications work, and with consideration for ‘compassion fatigue.’ Combined with existing organizational listening theory, this article offers practical recommendations for how organizations can enact trauma-informed listening.

人们越来越意识到创伤的普遍性及其对公众生活的影响，特别是在 COVID-19 大流行之后。作为在不断变化的社会、文化和心理景观中塑造符号、话语、意义和实践的中间人，公共关系专业人员必须时刻注意自己对工作接受者造成伤害的可能性，并了解公众的生活经历可能涉及外伤。然而，很少有研究从创伤知情的方法来探索公共关系工作。本研究以麦克纳马拉（Macnamara，2016b，2018）的倾听模型架构为基础，考虑公共关系如何帮助制定创伤知情的组织倾听。因此，对 54 名公共关系和战略传播专业人士的访谈进行定性分析，在考虑不同公众的创伤和伤害的情况下，得出了倾听的见解。研究结果表明，公共关系专业人员通过尊重和敏感来进行基于创伤的倾听，倾听看不见或闻所未闻的创伤，考虑权力距离，理解沟通工作可能造成的创伤，并考虑“同情疲劳”。结合现有的组织倾听理论，本文为组织如何实施创伤知情倾听提供了实用的建议。