Responding to a Critical Incident

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Bernard Hancock
5 years ago
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1 Responding to a Critical Incident Critical Incident Response Chances are you will experience a critical incident a number of times in your career. Being prepared and having a plan is important Without preparation leadership often become victims A workplace injury requires a workplace response Any injury takes time to heal. The employees tend to heal differently There are numerous steps employers can take to bring back normalcy. 1

2 When Crisis Occurs of Panic Isolation usually only breeds more fear, not comfort Suspicions grow and disrupt companies/organizations/communities when coordination and support is most needed Potential for Scarlet Letter atmosphere emotionally toxic Extreme or impulsive actions waste money/time and create a false sense of having done something The Leadership Moment Anxiety about a possible crisis is understandable, even unavoidable with the level of media coverage Letting panic drive our response, however, IS avoidable! Leadership has a critical role in: Communicating information Setting the tone Providing appropriate perspective Developing reasonable plans 2

3 Understanding the Impact of Stress Leadership during times of stress and crisis begins with understanding how stress impacts people Physiological/Neurological Response Fight! Flight! Freeze! 3

4 Common Reactions To Traumatic Events Cognitive Physical Emotional Behavioral Life-View Response to Critical Incidents Physical Reactions Muscle Tension Gastric Upset/Loss of Appetite Headache Hyperventilation Rapid Heart Rate and Blood Pressure 4

5 The Impact of Critical Incidents Cognitive Reactions Difficulty with Concentration Poor Judgment Difficulty with Usual Tasks Repetitive or intrusive thoughts Difficulty with Multi-Tasking The Impact of Critical Incidents Emotional Reactions Anxiety or Panic Attacks Irritability Tearfulness Fear Feeling Numb 5

6 The Impact of Critical Incidents Behavioral Reactions Substance Use/Abuse Pacing Avoidance Restlessness Hyper-vigilance The Impact of Critical Incidents Life-View Reactions Confronted with one s own mortality Questioning who/what can I trust? People lose their illusion of invulnerability Questioning one s religious beliefs and faith practice A sense of meaninglessness what s the point? 6

7 The Leadership Moment Revisited Cast a Vision It is important to note that it is not the coping skills that individuals have or do not have that are important. What counts are the coping skills that individuals believe they have or do not. (Ray, 2004) Key Resilience Factors Leadership Sets the Tone Accept the Unexpected Believe in Your Strengths Assume Adaptation/Recovery Seek Transformational Coping Resilience at Work, Maddi and Khoshaba,

A Communication Model for Times of Crisis ACT Acknowledge and name the situation Communicate pertinent information with competence and compassion Transition to adaptive functioning and a future-focus

8 A Communication Model for Times of Crisis ACT Acknowledge and name the situation Communicate pertinent information with competence and compassion Transition to adaptive functioning and a future-focus Four Tasks To Promote Positive Emotional Response in a Health Crisis Task One: Maximize employee trust and effectively communicate risk and health information Task Two: Maximize adaptive behavior change Task Three: Reduce negative social and emotional impact and improve healthy coping Task Four: Support key personnel in critical functions Source: Pandemic Influenza Preparedness; Journal of Homeland Security and Emergency Management,

9 Task One Maximize employee trust and effectively communicate risk and health information Communicate early and often Share what you know and what you don t know as the situation develops Identify a consistent messenger with authority to disseminate information Use a flexible style of communication Ensure a two-way dialogue with monitoring of feedback Be attentive and responsive to the wide variety of responses in the workgroup Task Two Maximize adaptive behavior change Create a central source of authoritative information regarding corporate response, resources, updates, etc. Develop fact sheets Describe rationale about any policy/operational changes (travel restrictions, etc.) Establish multiple methods for remaining connected to family and community Ensure equal access and distribution of resources 9

10 Task Three Reduce negative social and emotional impact and improve healthy coping Distribute information about coping and emotional self-care strategies via social media, print, website, etc. Promote Resilience set manageable goals, maintain optimism, take reasonable steps to ensure safety, encourage giving/receiving emotional support in creative ways, etc. Utilize EAP for telephonic support and as resource for information Task Four Support key personnel in critical functions Train leaders within the workforce on the importance of stress management and psychosocial support Empower staff with promotion of reasonable work adaptations (allow time to care for children if school closed, etc.) Recognize that emotional reactions (grief, anger, fear, etc.) are normal responses to this highly unusual situation Check-in often with information, support, and encouragement 10

11 Critical Incident Responder Job Description Consult with the organization s leadership Position the company s leadership favorably Let people talk if they wish to do so Identify normal reactions to this abnormal event so that people don t panic regarding their own reactions Build group support Outline self-help support strategies Brainstorm solutions to overcome immediate work/productivity issue Triage movement toward either immediate business-asusual functioning or additional care as needed Stress Management Tips and Coping Skills Sleep Diet Physical exercise Be appropriately cautious Avoid isolating; stay connected with support systems Limit exposure to media Keep moving forward! Set and act on small achievable goals Utilize EAP resources (electronic, print, #800-support lines, etc.) 11

12 Final Thoughts Courage is not the absence of fear But the acquired ability to move beyond fear. Mathew Kelly Thank You! Jim Printup President Upper Midwest EAPA Chapter (952)

Charles Schroeder EMS Program Manager NM EMS Bureau

Charles Schroeder EMS Program Manager NM EMS Bureau Objectives Understand the nature of stress, emotional and psychological distress Understand how it affects people and why Help you to recognize the stressors