crisis management of earthquakes & tsunamis for hr professionals

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Crisis Management of Earthquake and Tsunami for

HR Managers

By Eric KungM.Div., M.S.W., B.Comm.

Content

• Impacts of crisis on organization and employees

• Critical Incidence Stress Management (CISM) • Crisis management: what HR manager can do

in pre- and post-interventions• Provide psychological support thru Employee

Assistance Program (EAP) and Critical Incidence Stress Debriefing (CISD)

Types of Critical Incidents

• Natural disasters• Industrial accident • Traffic accident• Sudden death• Terminal illness• Suicide• Workplace violence

• Terrorist attacks• Rape /assault• Kidnapping • Robbery• Layoffs • Termination

What were your reactions during and after the 9.0 magnitude earthquake

and tsunami in Japan?

How would you handle this critical incidence as HR leader?

• What would you do with … –The general staff at large in Japan–The staff working in Tokyo office–The staff working in the Sendai and north-eastern

part of Japan where was directly hit by the earthquake and tsunami

–Deceased staff’s family–Staff who lost their family members or homes –Staff who work closely with the deceased staff…

In times of crisis……

IMPACTS - If we don’t take any action

Corporate

Individual

Ripple EffectFamily, Closest Friends, Witnesses, Co-workers and SupervisorsWorkgroup,

Friends, Former Co-workers

Victims

Region, Non-Acquaintances, Local Media

Organization, Other Workgroups, Management

General Public

Effect on Organization• Lost of lives• Disruption of operations and

business• Disruption to productivity and

performance • Negative impact on employee

morale • Negative publicity if not handled

properly

Individual Differences towards Trauma

• Severity of response to trauma may vary from mild to severe

• Some people may not display any post-traumatic symptom stress at all

• Time required to recover from trauma may vary too

How Critical Incident Stress Affects Work

• Denials • Thirst for Information• Survivor blaming• Low productivity• Low mood and morale• Absenteeism and staff

turnover• Reluctance to take risks

Impacts of Crisis on Employees

• People who have direct personal experience, or witnessing event

• People learning about the unexpected incident experienced by a family member or other close associate

• People responsible for handling the post-incident arrangement & communication

Symptoms of Post-Traumatic Stress

• Physiological effects• Emotional effects• Cognitive effects• Behavioral effects

• Physiological Reactions– Headache– Rapid or irregular heartbeat– Shortness of breath– Increased blood pressure– Muscle tension– Loss of appetite– Poor or interrupted sleep – Shaking, dizziness

• Emotional Stress Reactions– Feeling anxious and worried– Feeling fearful and tearful– Feeling helpless & guilty– Irritability, agitation and anger – Feeling hopeless, insecure

Symptoms of Post-Traumatic Stress• Perceptual & Cognitive

– Poor concentration, forgetfulness and confusion– Difficulty making decision or solving problems– Experiencing repeated images related to the

trauma like nightmares, illusions, flashbacks or intrusive thoughts

• Behavioral– Withdrawal– Increase in suspiciousness, negativity,

blaming others– Increased smoking or drinking

Effect on Employee:Posttraumatic Stress Disorder PTSD

• First 24 hours - 85% experience stress reactions

• 6 months - 20%• After 1 year - 3%

diagnosed with PTSD

Critical Incident Stress Management (CISM)

• CISM is an intervention protocol developed specifically for dealing with traumatic incidents

• It is a structured and professionally recognized process for helping those involved in a critical incident to prevent and deal with post-traumatic stress

Critical Incident Stress Management (CISM)

• Crisis management briefing with executives and managers

• Defusing with psychological first aid• Critical Incident Stress Debriefing (CISD)• Grief and loss counseling• Post-crisis evaluation and

education

Use CISM

Timely intervention can minimize negative effects

brought by post traumatic stress

Crisis Management

PRE-CRISIS INTERVENTION

POST-CRISIS INTERVENTION

Effective Crisis Management

How to Manage Crisis inTimes of Critical Incident

A key word in Crisis Management is

PREVENTION

Good Crisis Management Plan

A factor that determines how a company will withstand a crisis is its ability to prevent and to respond to the crisis.

Burchill, James W.

Good Crisis Management Plan

A good crisis plan is everything you need in one place so you don’t have to search—because you don’t have time to search

» Burchill, James W.

Are You Prepared?

• Have your company established any mechanism in responding critical incident?

• Developed a critical incident response plan yet?

• Any Business Continuity Plan (BCP)?• Can the crisis management team

activate in 24 hours?• Can your staff respond to stress/crisis

effectively?

Pre-Crisis Intervention

• Involve strengthening your organization by supporting your employees on a daily basis

• Develop a Workplace Crisis Protocol

• Arrange crisis training to help organizations better prepared to cope

Pre-Crisis Support• Help protect the well-being of employees

and organization by practicing good health and safety policies and practice as well as by introduce EAP and other wellness services

• Identify employees with difficulties and provide support

• Provide an open, safe and supportive working environment

Crisis Management

PRE-CRISIS INTERVENTION

POST-CRISIS INTERVENTION

What You Can Do as HR Manager

• Guide and support the executive team to manage the crisis

• Activate the BCP and Crisis Response Team

• Plan for internal & external communication

Business Continuity will NOT take place UNLESS…

• There are still employees to carry on with business operations

Employees • are healthy & fit enough to

get back to work• feel secure & safe to resume

work• trust in organization’s

leadership & feel cared-for• WANT to work

• Coach and support the CEO to assess the impact of the crisis on people

• Contact and support staff and their family members with information and other tangible things e.g. food and shelter

• Deal with staff communication and public media

• Establish communication channels for the impacted staff

• Organize and conduct staff communication meetings and announcements

• Foster mutual support and care among the teams

• Strengthen leadership at all levels to provide stability and direction

Critical Incident Stress Debriefing (CISD)

• CISD is an intervention protocol developed specifically for dealing with traumatic incidents

• It is a formal, highly structured and professionally recognized process for helping those involved in a critical incident

• To share experiences, vent emotions, learn about stress reactions and symptoms and provide psychological counseling if required

Benefits of CISD

• Help establish supportive communication within the group of affected individuals

• Minimize occurrence of PTSD and effects of critical incidents on affected individuals

• Help management restore a sense of control, safety and normalcy within the affected group

• Restore productivity

CISD Process & Intervention• Needs to be timely (48-72 hours

after the incidence)• Voluntary participation• Confidential• Provide avenue for those who

need further help

EAP and CISM Support Systems

Employee Relations

Wellness

Company Doctor

Manager

Junior staff Colleague

Staff Doctor

HRSenior staff

for Stafffor ManagerSupport network

Making Referral to EAP Consultant

• People management consultation for crisis management and CISM

• Counseling service for the staff, colleagues, or families

• Provide Critical Incidence Stress Debriefing (CISD) or Crisis Care Program (short term EAP up to 3 months) for impacted staff

We are here to assist you and your staff in Japan in this devastating crisis to

restore wellness in the individuals and in the organization. Contact us today at

Email: linalam@hdapkr.com or info@humandynamic.com

Tel: +82-25081228 or +852-28543727

Website: www.humandynamic.com

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