SETTING YOUR CRISIS COMPASS

Transcription

1 The Crisis Compass Proven Strategies for Dealing with People in Crisis SETTING YOUR CRISIS COMPASS Lessons learned from aviation disasters: A practical approach to navigating the people side of a crisis Tools to Finding True North The Looking Glass: Understanding Trauma The Map: Psychological First Aid The Keys: Crisis Communication Scenario Exercise: An opportunity to practice Crisis Communication Ideas and Resources 1

2 AVIATION DISASTER FAMILY ASSISTANCE LEGISLATION VICTIM SUPPORT TASKS SNAPSHOT Reliable, publicized toll-free number Information to families as it becomes known Family notification before public release Secure Facilities at departure/arrival points and accident city for loved ones to gather and receive immediate information and care 2

3 VICTIM SUPPORT TASKS SNAPSHOT Logistical Support Transportation, lodging, meals, communications, incidentals Procedures for handling personal effects Training for staff Provide a Standard of Care CARE TEAM MODEL Assign 2 trained volunteers per victim/survivor Compassionate approach (Psychological First Aid) Provide information, meet all logistical needs 1 to 2 week assignment Care for Care Team MHP support & debrief required Complete disengagement 3

4 Affected locations Insurance Crisis Management Experts Personal Effects/Site Clean-up Security Funeral Coordinators (Repatriation) 4

5 WHAT IS TRAUMA? Occurs when the magnitude of an event exceeds the ability of an individual to cope and maintain his/her customary level of functioning Outside normal range of experience Intense physical and/or psychological suffering No warning or time for preparation Effects may permanently change the way people physiologically react IT IS NOT THE EVENT, BUT THE PERCEPTION (THEIR EXPERIENCE OF IT) THAT MAKES IT TRAUMATIC. 5

6 THE BRAIN AND CRISIS Physiological changes from Crisis/Trauma/Stress Chemicals in the brain are activated and surge Increased heart rate & respiration; increased strength; flight, fight, or freeze kicks in Basic thinking prevails; brain skips normal processes survival COMMON PHYSICAL REACTIONS TO TRAUMA Hyperventilation Trembling/shaking Dizziness Nausea/vomiting Loss of appetite Fatigue Insomnia Nightmares Headache Stomachache Backache 6

7 COMMON PSYCHOLOGICAL REACTIONS TO TRAUMA Shock and denial Expression of emotion Depression Panic Guilt Hostility and resentment Inability to return to usual activities Hope Adjustment to reality ALL responses are normal to an abnormal situation 7

8 CARING FOR THOSE IN CRISIS IS Compassionate - Genuinely caring for another; active listening Competent - Prepared for practical application; organized Confirming - Validating their feelings and concerns Connecting - To resources, accurate information, loved ones/support system PSYCHOLOGICAL FIRST AID IS Creating a supportive environment Providing information Meeting basic physical and psychological needs Preventing secondary assaults Providing support; connecting to loved ones and resources 8

9 CREATE SUPPORTIVE ENVIRONMENT Allow for safe expression of emotion Follow through on promises Use wellness approach Clarification Commitment Communication Help customer/employee regain sense of control PROVIDE INFORMATION Focus on who, what, where, when - the why may never be known Serve as source of credible, accurate and timely information May refute what others, including media, are saying Tell what you know when you know it Deliver bad news sensitively and compassionately 9

10 MEET BASIC NEEDS Information Safety, privacy Food and beverage Could we do (or are we doing) this for every family/survivor? Is it good for the family/survivor? Is it good for the company? 10

11 PREVENT SECONDARY ASSAULTS Unintentional Result of: Acting in other than the person s best interest Lack of planning, training, sensitivity Assumptions Instead: Use care and sensitivity with words and phrases Avoid offering personal opinions Be aware of patronizing or demeaning words or phrases PROVIDE SUPPORT Connect to Loved Ones Provide Resources Informational Agencies EAPs Red Cross Mental Health Support Groups 11

12 PSYCHOLOGICAL FIRST AID IS NOT Debriefing Counseling Psychotherapy Mental Health Treatment Philosophy/Clergy PSYCHOLOGICAL FIRST AID - SUMMARY PROTECT Provide safety, shelter, clothing, food, initial support Shield from media and further trauma Fulfill needs as stated by the person DIRECT (Kind and firm direction is needed and appreciated) Guide the person to express and meet immediate needs Anticipate needs and help them accomplish Ask specific questions and offer concrete assistance (vague or open-ended is not helpful) CONNECT To accurate information WHEN YOU KNOW IT and available resources To loved ones their own support system 12

13 Psychological First Aid is being there. CRISIS COMMUNICATION Validate Compassion What To Say What Not To Say Listen Listen Listen Verbal/Non-Verbal Communication 13

14 GOALS OF CRISIS COMMUNICATION Helping Survivors and Families Express their needs Know their options and how you will help meet their needs Understand the post-trauma process VALIDATE / ACKNOWLEDGE Demonstrate empathy - remember, basic beliefs have been shattered Assure that feelings of distress are normal, common, and understandable Use the words they are using name or nickname of loved one; present/past tense Use listening skills 14

15 VOICE, TONE, VOLUME AND PITCH Speak calmly and slowly Deliver message at even cadence (rhythm) Avoid negative inflections: impatience, condescension or inattention Maintain volume appropriate for the distance and situation BREAKING BAD NEWS Humanize Give Factual Information Direct to Resources/Defer to the Experts Close with Next Steps and a Human Touch 15

16 BREAKING BAD NEWS HOW DO I BEGIN? Stephanie, this is very difficult for me to tell you Rob, I have some very unfortunate news for you Team, this is one of the most difficult things I have ever had to do. I am deeply saddened to tell you that or This is a tragic day for (company name). Mrs. Jones, I am so sorry we are meeting under these circumstances. I want to express my deepest sorrow for what has happened to you and your family. WHAT NOT TO DO WHEN GIVING BAD NEWS Say I know how you feel Offer false hope/philosophize Make it could have been worse statements or comparisons of loss Give advice or express opinions 16

17 AVOID STATEMENTS LIKE I know how you feel. You shouldn t feel that way. It will get better with time. Think about the good times. It s God s will. It could have been worse. You re lucky to be alive. Try to pull yourself together. You re only making things worse. Everyone has to die. At least you have other children. STATEMENTS THAT VALIDATE This must be a very confusing time for you. It s understandable to feel that way. I m so sorry. You have every right to be sad. I can t imagine how difficult that must be. He sounds like a great guy. Tell me more. You have some beautiful memories. Thank you for helping me get to know your family better. 17

18 Did he suffer? Head: Everything happened pretty fast and the impact was devastating. Head: Let s not talk about that. It will only make it worse. Heart: I really don t know that. I hope not. Heart: This must be so difficult for you. What am I supposed to do now? Head: I can drive you to the hotel. There s really nothing you can do. Head: I don t know. What do you want to do? Heart: What is your concern right now? Heart: How can I help you right now? 18

19 You can t not communicate. LISTENING An acquired skill, not one of the 5 senses Requires practice Indications that we are listening Eye contact Nodding Verbal encouragement, repeat ideas Provide appropriate feedback or answers Ask questions 19

20 LISTENING SKILLS DO Accept/validate Concentrate Be prepared to repeat information Convey empathy Ask how to help Stay calm DON T Be defensive/argue Anticipate/make assumptions Interrupt Be patronizing Give advice or opinion Personalize reaction IDEAS Start your own Care Teams Start a Peer Support Program (CISM Team) Train all employees Resilience and PFA Use your PFA skills with co-workers, friends, families, neighbors 20

21 IDEAS Create a memorial wall for employees that have passed or for significant critical events Buy a journal for employees to sign when a fellow coworker dies. They can leave messages to the family or write a fond memory. Give to next-of-kin Send a Life Preserver ring to the latest office that saved the day during a crisis response. Write the event name, date, and special note from you or CEO RESOURCES The Crisis Compass - Ann SanCartier, AnnSanCartier@gmail.com; International Critical Incident Stress Foundation (CISD, CISM) - Family Assistance Foundation National Transportation Safety Board Office of Transportation Disaster Assistance

22 RESOURCES FBI Office for Victim Assistance - BMSCAT Disaster Recovery Services (Facility and Personal Effects) - Be looking for The Center for Crisis Communication at UCF Nicholson School of Communication Dr. Robert Chandler, Robert.Chandler@ucf.edu, Kindness is a language we can all understand. Even the blind can see it and the deaf can hear it. Mother Teresa 22