8 Ways To Prepare Employees For A Crisis

Jul 8, 2006 12:00 PM, By Dr. Andy Edelman

           

A critical incident in the workplace — whether it is an armed robbery or even an extremely irate customer — can transform employees' emotions from normal and relaxed feelings to at-gunpoint terror. Having a sound crisis intervention plan in place can go a long way toward moving stress-affected individuals, groups and organizational divisions toward recovery. Implementing and practicing the following strategies can effectively minimize the physical and psychological effects of trauma, thus accelerating the transition back to normalized work routines with enhanced and renewed health and productivity.

1. Plan for possibilities.

   Role-playing practice under the watchful eye of expert trainers can show how staff members will react under the pressure of dealing with an angry, irate or out-of-control individual. This is the place to make mistakes, and it is okay to make lots of them during this training.

2. Manage anger on the phone.

   Irate customers who call on the phone often just want to vent their anger. Other times, they can escalate to verbal abuse. To bring customers back to reality, use language that controls their behavior. An example: “I would like to assist you with this problem, but I need you to lower your voice and not curse, otherwise I cannot focus my energies on solving this issue for you.” Most of the time, people will react to such language by de-escalating their behavior. If their language continues to escalate, give them one more option: “Mr. Smith, if you are still upset, would you please call me back when you have cooled down?”

3. Have a codeword for escalating behavior.

   A discreet codeword can help employees to notify a manager or co-worker to call the security or police during an escalating confrontation in the workplace. Managers and administrators need a “what-if'” plan should a critical situation arise.

4. Understand the human factor.

   Even with the best preparation, no one is truly prepared for the effects of a critical incident. If employees are exceptionally skilled or resilient enough to remain calm, they respond without a significant impact on their physical or emotional well-being. For some, a bank robbery will simply be an exciting story told at dinner. For others, the event may be a life-altering self-reflection or paradigm-shifting epiphany. Not everyone may be able to bounce back in the same manner or within the same recovery time frame.

5. De-brief and document all pertinent and relevant events.

   Conflicting versions and perspectives are commonplace during a traumatic event, and time is of the essence because memory can deteriorate in 10 to 15 minutes. If anyone should come back with a lawsuit or complaint, the company should have records about the incident.

6. Implement crisis counseling as needed.

   Not everyone will want or need counseling, but changes in behavior should be monitored for those involved with the incident. Those who do not seek help may be in denial — and may need help the most.

7. Focus on re-framing the negative event into positive opportunities.

   Remind the staff that they made it through and commend personnel for their courage. Try to normalize the environment and enhance team-building activities during this sensitive time. Encourage staff to focus on friends and family — studies show that socialization is a very important step in the recovery process

8. Watch for significant changes in emotional and behavioral indicators.

   Crying spells, panic, feelings of “going crazy,” recurring nightmares or flashbacks, uncontrolled anger, depression, or feelings of or expressing desire for self-destructive or suicidal outcomes are all signs and symptoms that the individual may need additional counseling or support.

ABOUT THE AUTHOR

Dr. Andrew Edelman has more than 20 years of experience in conflict management, crisis prevention and juvenile justice. A certified law enforcement officer, he serves as a consultant with the National Association for Bank Security. For more information, visit: www.drandyedelman.com.

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