Resolution of Indoor Air Quality Problems The Human Factor. Sharon Bessa Morey, CIH, COHN

Transcription

1 Resolution of Indoor Air Quality Problems The Human Factor Sharon Bessa Morey, CIH, COHN

2 The Long Ones Initial Response Inadequate Investigation Inadequate

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4 The Human Side of Resolution Initial Response Inadequate Investigation Inadequate Anger

5 The Human Side of Resolution Initial Response Inadequate Investigation Inadequate Anger Group is Formed

6 The Human Side of Resolution Initial Response Inadequate Investigation Inadequate Anger Group is Formed Distrust Fear

7 The Human Side of Resolution Initial Response Inadequate Investigation Inadequate Anger Group is Formed Distrust Fear Goals Change

8 IAQ Progression Stage One: Trigger Stage Two: Promotion Stage Three: Reaction Stage Four: Spread Stage Five: Resolution (Undesirable)

9 Stage One: Trigger Directs attention toward environment. Sets things in motion.

10 Triggers Odor Person Symptoms Event

11 Trigger Recognition Management It all started when Everything was ok until Occupants I wasn t worried until I wouldn t have reported this but

12 Stage Two: Promotion Reinforcement of the belief that there is a problem with the environment.

13 Promoters Media

14 Promoters Media Co-Workers

15 Promoters Media Co-Workers MDs other Health Care Professionals (HCPs)

16 Promoters Media Co-Workers MDs other HCPs Supporting Evidence

17 What is that Black Stuff?

18 Promoters Media Co-Workers MDs other HCPs Emergency Response Supporting Evidence Consultants

19 Promoters Media Co-Workers MDs other HCPs Emergency Response Supporting Evidence Consultants Relocation

20 Promoter Recognition Monitor the Media Make note of multiple HCPs or those more likely to give a diagnosis related to the environment. Note supporting evidence. What did other consultants say?

21 Stage Three: Reaction Perceived Inadequate Response Perceived Inadequate Investigation Occupant Problem-Solving

22 The Reaction Anger > Polarization Group is Formed Cause is Identified Solution is Identified

23 Stage 3 Recognition Anger: They blew us away! Polarization: We Them Generalizations and Exaggerations: Never Always Listen for Cause Listen for Solution

24 Stage Four: The Spread Escalation of Conflict Anxiety, Fear, Panic

25 The Spread More Occupants More Symptoms More Promoters More Causes Allegations of a Cover-up Strong beliefs

26 Stage 4 Recognition Evaluate Progression of Symptoms Has the Cause expanded? Listen for symptoms associated with the beliefs about Cause. What is timing of symptoms? Look for symptoms of anxiety, fear, panic.

27 Stage Five: Undesirable Resolution Loss of Control Third Party Involvement with Vested Interest in Maintaining Polarization

28 Stage 5 Recognition Performance Problems Media Union Grievances Complaints to OSHA Workers Comp Claims ADA Claims Attorneys Occupant Relocation

29 Goals of Consultant Prevent Progression Minimize Impact on the Entire Building Desirable Solution

30 Goals: Stages 1-2 Management Quick Resolution Problem Identified and Fixed Occupants Quick Resolution Problem Identified and Fixed Reassurance of No Adverse Effects Later in Life

31 Intervention: Stages 1-2 Management May need very little Educate on Progression if necessary Occupants Informational Meeting You can be the Expert! Legitimize their Concerns Address Promoters Address Long Term Health Effects

32 Goals: Stage 3 Management Quick Resolution Problem Identified and Fixed Group ATTENTION!! Problem Identified and Fixed Reassurance of No Adverse Health Effects

33 Intervention: Stage 3 Management Support for their unappreciated efforts. Educate on the Progression Ground Rules for Pressure Relief Meeting Group Pressure Relief Meeting 1:1 Interviews Assure thorough investigation See Intervention Stages 1-2

34 Goals: Stage 4 Management Confirm their Findings (Prove I m Right) Relief from Anger and Frustration Group ATTENTION!! Thorough Investigation Resolution of the Problem They Identified as the Cause

35 We are hard-wired in our brains to fear first, think second. David Ropeik Dir. Of Risk Communication Harvard Center for Risk Analysis Wall Street Journal 4/24/03

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37 It s s much easier to scare than to unscare. We trust people who tell us we re in danger more than people who tell us we re not in danger. Paul Slovic Univ of Oregon Wall Street Journal 4/24/03

38 Your job is to Unscare. Trust is required..

39 Intervention: Stage 4 Management Guide them to distinguish escalation of environmental problem from escalation of conflict. Consultant Peer Support Group Pressure Relief Meeting Listen for Cause Listen for Solution Identify the beliefs Get occupants involved in solution. Identify who is really suffering do 1:1

40 Goals: Stage 5 Management End my Pain. Prevent legal action. Group Retribution!!! Consultant Decide if you can get involved. Get peer support. Prepare for litigation.

41 Intervention: Stage 5 Management May need help with conflict resolution. Advise: 1-2 occupants may not be able to return to work in the building. Prepare for litigation. Group Identify 3 rd parties Pressure Relief Establish Mutual Goals See Stages 3-4

42 Re-Entry Phases Phase 1 Moving out Focus on the hazard in the building. Phase 2 Out for a while Focus is on the inconvenience of being out of the building. Phase 3 Moving back Focus is back on the Hazard in the building.

43 And scientists (and IHs) aren t t very good at talking to people about risk. They won t t say something is safe they ll say it s low risk. Andrew Karem, Univ. of Rochester Wall Street Journal, 4/24/03

44 Re-entry Intervention Prepare well in advance of actual entry. Decisions based on science communication based on emotions. Send written notice regarding expectation of odors and anxiety (stress) symptoms. Re-enter occupants in phases. Arrange for on-going monitoring. May need assistance from additional professionals. 1-2 individuals may not be able to return.

45 $ $ $ $ $ $

46 To Resolve Indoor Air Quality Problems: While anticipating, recognizing, evaluating and making recommendations for control of environmental factors use this same problem-solving approach to assess and manage the psychosocial aspects of these events.

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48 Sharon Bessa Morey Copyright 2006 Sharon J. Bessa & Associates, Inc.