The traditional will/skill matrix categorizes people into four quadrants based on their willingness (“will”) and ability (“skill”) to perform a task. It assumes that low will or low skill are simply matters of attitude or training. But this approach ignores the complex interplay of nervous system states, past experiences, and the impact of trauma or chronic stress. What looks like “low will” may actually be a nervous system stuck in survival mode. What appears as “low skill” may be the result of chronic dysregulation, not a lack of intelligence or effort.
Would you hire someone who has no skill (or coachability) or will? No. So chances are if you see someone with their will sucked out of them it’s a product of a toxic workplace. Sure, other factors can come into play like other tough life circumstances, but it brings me to the same point: We have to stop labeling that low-skill / low-will quadrant as “Exit” (fire this person).
A compassionate and trauma-informed approach recognizes that behavior is often a reflection of underlying physiological states and trauma. Leaders who understand this can respond with greater wisdom, compassion, and effectiveness.
The Physiology- and Trauma-Informed Will/Skill Matrix
This article presents a reimagined matrix that integrates trauma science, polyvagal theory, and the principles of psychological safety. Each quadrant is reframed to address what may be happening beneath the surface, and how leaders can respond in ways that foster healing, growth, and sustainable performance.
Quadrant 1 (High Will, Low Skill) Attune
Quadrant 1: Attune (High Will, Low Skill)
What’s Happening:
This person is eager and motivated but lacks the necessary skills. However, their enthusiasm may mask underlying anxiety or dysregulation, especially if past learning environments were unsafe or punitive.
Trauma-Informed Response:
- Recognize that nervous system regulation is foundational for skill acquisition.
- Attune to their eagerness while gently assessing for signs of stress or overwhelm.
- Offer co-regulation through a calm, grounded presence.
- Celebrate effort and small wins to build confidence and skill.
- Use the “Goldilocks Curve”: provide challenges that are neither too easy nor too overwhelming, (supports optimal arousal and learning).
Great leaders understand the Yerkes-Dodson Law of Arousal and do not overwork their teams or bore them to tears.
Quadrant 2: (Low Will, Low Skill) Care
Quadrant 2: Care (Low Will, Low Skill)
What’s Happening:
On the surface, this person seems unmotivated and unskilled. Underneath, there may be trauma physiology (e.g. continually plummeting from YELLOW to RED and back to YELLOW, see below), chronic stress (stuck in YELLOW, see below), learned helplessness, or burnout (stuck in RED, see below). Their nervous system may be stuck in an active or passive defense mode, making engagement and learning difficult: Their body is NOT sending oxygenated blood flow to their smarty pants brain!
Physiology- and Trauma-Informed Response:
- Understand that “low will” may be a protective adaptation, not a character flaw.
- Lead with compassion, empathy, patience, and non-judgment.
- Prioritize creating cues of safety and connection.
- Offer choices and collaborative goal-setting to restore agency.
- Focus first on helping them reclaim a sense of physiological safety before pushing for performance.
- Provide resources, training, and stories of inspiration to gently rekindle hope and motivation.
Click here for short polyvagal videos that explain the full body ramifications of GREEN, YELLOW, and RED.
Quadrant 3: Reconnect (High Skill, Low Will/Confidence)
What’s Happening:
This person has the skills but is disengaged, burned out, or doubting themselves. Underlying causes may include anxiety, fear of failure, chronic stress, or trauma-related barriers that sap confidence and motivation.
Physiology- and Trauma-Informed Response:
- Support gradual re-engagement, honoring their pace and needs.
- Help them reconnect to purpose, meaning, and their own strengths.
- Be alert for signs of burnout, self-doubt, or limiting beliefs.
- Foster psychological safety and validate their experiences.
- Encourage self-care, boundaries, and emotional resourcing.
- Remind them of their value and past successes.
Quadrant 4: Unleash (High Will, High Skill)
What’s Happening:
This person is skilled and motivated, ready to excel. However, even high performers need ongoing support to prevent burnout and maintain well-being.
Physiology- and Trauma-Informed Response:
- Recognize that sustaining high performance requires a foundation of safety, connection, and self-care.
- Grant autonomy and opportunities for leadership and creativity.
- Encourage ongoing learning and new challenges to sustain engagement.
- Facilitate transcendence and peak performance
- Support work-life balance and stress recovery.
- Check in regularly to offer appreciation and ensure continued regulation.
- Recognize that sustaining high performance requires a foundation of safety, connection, and self-care.
Key Principles for Physiology- and Trauma-Informed Leadership
- Assume there is always more beneath the surface. Behavior is shaped by nervous system states, past experiences, and current context.
- Prioritize psychological and physiological safety. Growth and learning happen best when people feel safe, connected, and empowered.
- Lead with empathy, curiosity, and flexibility. Avoid snap judgments about “will” or “skill”—instead, ask what support is needed for regulation and engagement.
- Model self-regulation and co-regulation. Leaders who embody calm, grounded presence help others access their own resilience and capacity.
- Foster environments where everyone can heal, learn, and thrive. A trauma-informed approach benefits individuals, teams and the organization at large.
Recommended Resources
Meet your team where they are, and serve them. Check out: HigherMind Leadership!
Sources
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