How to manage an emergency
An earthquake, a plant explosion, a shooting, a poisonous gas leak, a terrorist attack, a security alert of any kind - are you ready to handle a major crisis in your organisation? Do you have a disaster plan? Those first few moments are going to be crucial in controlling events. Good crisis managers are decisive; they have recourse to procedures that will protect employees and customers, and minimise disruption to the organisation’s operations. Here are some guidelines to help you prepare for the unexpected...
1. Prepare for an emergency - now.
Now is the time to think about the unthinkable. It will pay off when you least expect it. Among the items you should consider immediately are:
- Have a crisis response team in place. Allocate specific responsibilities to team members (and their back-ups) and work together to outline each person’s role.
- Imagine what crises your organisation might experience within and external to it. With the crisis team, develop a plan for responding to those events. The plan should include specific time-lines, contingency plans to deal with extra-ordinary developments or emergencies, and longer-term solutions to be adopted and implemented at the right time.
- Ensure your records are always up to date - next-of-kin and contact names and telephone numbers for emergency services and helping agencies.
- Know where to access any information you will need in a hurry.
- Assemble the crisis response team periodically to review the overall plan and provide necessary training - handling phone calls, dealing with the media, alerting customers and staff.
- Be clear on how traumatic support services and care-givers will be used during and after the event.
- Check that your crisis plan is kept up to date with industry guidelines.
2. Analyse the situation.
When a emergency occurs, assess it as coolly as you can and consider:
- Is it really a crisis?
- What is its probable impact?
- How much time do we have?
- Who else is involved and who is likely to be involved?
- What resources do we have in place and what will we need?
3. Stay calm.
There are three essentials for remaining cool in a crisis:
- It’s OK to be nervous. Sports psychologists and athletes have exposed the myth that, if you get nervous, you’ll perform poorly.
- Try to relax. This is a time when your mind and body need to be in sync. Breathe deeply; talk yourself through the situation; and repeat positive affirmations.
- Remain calm. Nervousness is OK; panic is not. Work through a process methodically, confronting problems rather than avoiding them.
