Organizational Crisis Management: The Human

Organizational Crisis Management: The Human Factor offers theoretical background and practical strategies for responding to workplace crises. Responding to a paradigm that focuses on the operational aspects of continuity to the detriment of human factors, this volume provides a comprehensive understanding of the unavoidable yet often complex reactions of workforces to a wide array of organizational disruptions. Based upon the author's vast experience in the field, this book is a "nuts and bolts" resource that you can immediately apply to a wide range of organizational environments. The book also looks at legal and security aspects of workplace disruption.

1 Understanding the Work Organization as a Social Milieu

1

(22)

Technology: Our Love/Hate Relationship

3

(1)

From Worker to Employee

4

(1)

The History of Management

4

(2)

Organizational Culture

6

(3)

Lord of the Flies: A Case Example of a Traumatized Culture

9

(1)

Motivation and Morale

10

(2)

Maslow at Work

12

(4)

Passive and Active Trauma

16

(1)

Workplace Toxicity

17

(3)

Premorbid Conditions

20

(1)

References

21

(2)

2 The Relationship between Organizational Culture and Organizational Crisis Management (OCM)

23

(8)

Definitions of Business Disruption Incidents

26

(4)

References

30

(1)

3 Incident Assessment: Proactive versus Reactive Measures

31

(26)

Man-Made I (Single Perpetrator)

32

(1)

Man-Made II (Organized Group)

33

(1)

Organizational Transition

34

(6)

Factor 1: Locus of Impact

40

(3)

Part of Building

41

(1)

Total Facility

41

(1)

Local/Regional Area

42

(1)

Factor 2: Timing

43

(1)

Suddenness versus Warning

43

(1)

Factor 3: Duration

43

(1)

Ongoing versus Contained

43

(1)

Factor 4: Impact on Operations

44

(1)

Factors 5 through 9: Damage and Injury

44

(1)

Factor 5: Damage to Premises

45

(1)

Factor 6: Damage to Reputation

45

(1)

Factor 7: Injury and Death to Personnel

45

(1)

Factor 8: Personal Property

45

(1)

Factor 9: Impact on and Damage to Social Structure

46

(1)

Factor 10: Concurrent Stressors

46

(1)

The Human Impact Assessment Tool (HIM)

47

(2)

Points of Discussion:

47

(2)

Shooting Incident with Three Dead and Four Wounded

49

(2)

Points of Discussion:

51

(1)

Power Outage

51

(2)

Points of Discussion:

53

(1)

Major Hurricane

53

(2)

Points of Discussion:

55

(1)

References

55

(2)

4 Reactions to Crises, Traumas, Disasters, Catastrophes

57

(20)

Stress

57

(2)

Beyond Stress

59

(1)

Depression

60

(1)

Anxiety and Panic Disorders

61

(1)

Post-Traumatic Stress Disorder (PTSD)

62

(9)

"PTSD for Dummies"

71

(2)

Substance Abuse

73

(1)

Family Reactions

74

(1)

Critical Incident Stress

74

(1)

References

75

(2)

5 The Lifespan of a Crisis, Trauma, Disaster, Catastrophe

77

(8)

Survival Phase (0 to 72 hours)

78

(1)

Support

79

(1)

Adjustment

79

(2)

Resolution

81

(1)

Re(dis)covery.

81

(2)

Groups of People Can Go through Stages and Phases

83

(1)

References

84

(1)

6 The Five "Rs"

85

(8)

Contingency 1: Short-Term Release and Return

85

(1)

Comprehensive Evacuation Plan

86

(1)

Contingency 2: Release and Short-Term Relocation (e.g., power outage, weather, etc.)

86

(1)

The Need for Instant Communication

87

(1)

Contingency 3: Short-Term Relocation or Reassignment to Alternative Work Site (e.g., fire, flood, etc.)

87

(1)

Contingency 4: Long-Term Reassignment or Non-Return (e.g., major incident, facility closing, etc.)

88

(1)

Contingency 5: Retaining at Work

89

(2)

Real-Life Learning

91

(2)

7 Legal and Litigation Aspects of Crises, Traumas, and Workplace Disruptions

93

(18)

Overview of Violence and Hostility in the Workplace

97

(3)

The Cost of Workplace Violence

100

(2)

"Preventing?" Workplace Violence

102

(2)

Displaced Domestic Violence

104

(1)

A Comprehensive Job Description

105

(4)

References

109

(2)

8 Key Roles Within and Outside the Organization

111

(8)

The SAFE-T Team

111

(1)

Management and Leadership

112

(3)

Key Points

115

(3)

Investigations and Passive Trauma

115

(1)

To Policize...or Not to Policize...That Is the Question

116

(1)

Saying You Are Sorry Is Acknowledging Suffering...Not Guilt

116

(2)

References

118

(1)

9 Employee Services and Programs

119

(30)

Pre-incident Planning

119

(3)

Policies, Protocols, and Plans

119

(1)

Employee Data

120

(1)

Emergency Wallet Cards

121

(1)

Family Crisis Plans (FCPs)

122

(1)

Supervisory Training and Employee Education

122

(1)

Evacuation Drills

123

(1)

Employee Services and Interventions

124

(1)

Comprehensive Employee Assistance Program (EAP)

124

(1)

Be Sure That Your EAP Is a Right Fit for Your Company

125

(1)

Information Is the Lifeblood during a Crisis

126

(2)

Media Management

128

(2)

Crisis Intervention

130

(1)

Group Psychological Debriefings

131

(12)

Historical Event Reconstruction Debriefing (HERD)

131

(1)

Psychological Debriefings

131

(7)

Family Services

138

(4)

On-Site Wellness and Stress Management Programs

142

(1)

External Resources and Alternative Health Services

143

(1)

Employee Feedback

143

(1)

Administrative Visibility

144

(1)

Keep Your Head above Water (I Mean "de Nile") Take the Time

144

(1)

The Utilization of Consultants

145

(3)

References

148

(1)

Appendices

A Workbook

149

(18)

Organizational Culture Assessment

150

(9)

Human Factor Impact

159

(6)

Brief Business Impact Analysis

165

(2)

B Assessment of Organization and Organizational Continuity Plan

167

(12)

1. Assess Your Organization's Continuity Planning Committee

167

(2)

2. Assess Your Workplace Culture

169

(3)

3. Assessment of Pre-impact Preparedness

172

(2)

4. Brief Business Impact Analysis

174

(1)

5. Human Factor Assessment

174

(3)

6. Interventions

177

(2)

Index

179

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Organizational Crisis Management: The Human Factor

Summary

Table of Contents

Supplemental Materials