Organizational Crisis Management : The Human Factor

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