Blindsided is the authoritative guide to crisis management. This "how to" handbook gives essential advice that every manager needs to know when a crisis hits. Written by CMI Founder/CEO Bruce Blythe, it's a fascinating, easy-to-read guide that draws on Blythe's 20+ years of experience as a pioneer in crisis management.

  Crisis Management Consultation: Beyond Debriefing
By Bruce T. Blythe



You receive a call--a crisis has occurred and panic arises. The organization is concerned about their employees. "We need someone now," the woman explains, "We have no time to waste." You tell her the EAP is on the way, but she wants to know what to do until you arrive. There is a team of media waiting for the employees to exit the building. Some of the employees have been sent to the hospital, some went home. "What do we do now?" is the question on everyone's mind. Crises occur on a daily basis in companies all over the world. If an organization is not prepared to respond to the human-side of a crisis, the domino effect can occur. One crisis can lead to another and losses are compounded.

Are your counselors equipped to adequately answer the questions coming from corporate management? Who should management contact regarding their uncertainty about necessary actions? Who helps them make delicate crisis decisions? An organization can leave itself open to costly crisis escalation if they do not have a response plan and procedures in place when a crisis occurs.
EAPs are familiar with group debriefings for affected employees, but are generally not equipped to act as consultants to management. In small and uncomplicated cases, group debriefing will suffice. However, if a situation is severe, complicated, or catastrophic, blame toward management can occur when things are not handled effectively. Just as your organizational client should be prepared, an EAP should also be prepared to make experienced crisis consultants available to the organization.

As an EAP provides assistance to employees for traumatic stress, management is responsible to address crisis recovery following a critical incident. Many times this involves outrage from affected populations. EAPs can assist organizations by referring them to appropriate crisis management consultants. Handling crises for your customer is an opportunity for EAPs to shine. How you handle the crisis can lift you up, or it can bring you down.
One prevailing incident, which clearly demonstrates the advantage of utilizing crisis consultants, occurred in July 1999. Mark Barton, the depressed day-trader entered Momentum Securities, in Atlanta, GA, with gunshots ablaze. He proceeded across the street to All-Tech Investment Group where he continued his gun spree, killing nine, and wounding thirteen. All-Tech was referred to Crisis Management International Inc. (CMI) to provide professional assistance for their crisis management team. Across the street, Momentum Securities, conducted only group debriefings. With the assistance and recommendations of crisis professionals, All-Tech was back in business almost immediately with trading resumed. Momentum reopened its doors a lagging six weeks later. Momentum never recovered. Today, the Atlanta Momentum office is out of business. All-Tech continues to thrive, with many of the day-trade customers who were involved in the shooting. Same Incident. Different Response. Very Difference Outcome. The difference was professional crisis consultation, beyond the usual group debriefing services that follow tragic workplace incidents.
Just as family therapy is successful when the family is treated as a system, the corporate family demands a systemic approach to crisis management. This involves both group debriefings for employees and management doing the "right thing." As Momentum Securities found, if either component is missing, the outcome can be devastating.

Tips for Crisis Planning EAPs
Know when to make referrals: As with EAP cases involving drugs and alcohol, the employee is referred to a specialist for treatment. Situations involving critical incidents may require referral to expert advice for the client's management team beyond group debriefings. As an effective Employee Assistance Program, it is important to know when to get additional help to service your client.
Align with resources for crisis assistance: Attorneys specializing in workplace violence, crisis management firms, and crisis public relation firms are noteworthy contacts to refer at times of critical incidents. Researching these resources and becoming familiar with their services will be very helpful in time or organizational crisis.

Predetermine limits with your clients: Most EAPs include group debriefings (CISD) as part of their services. Now is the time to define the limits of EAP post-crisis services with their customers, i.e., where does employee assistance end and outside management consultation begin?

Negotiating discounts for customers: EAPs can provide value added services for their customers by pre-negotiating discounts with professional crisis consultants.

Competitive advantage: Whether you are an internal EAP or outside provider, having predetermined resources and discounts with crisis professionals will create loyalty among management constituents at a time when they need it most. Your greatest contribution may be your ability to refer your organization to the most appropriate experts for this particular service need.
Organizations can protect themselves from liability by thinking ahead. Likewise, the best crisis management for EAPs is more proactive than reactive. Now is the time to assess the need, set your limits and procedures and establish resources for comprehensive crisis response service that extends to employees and company crisis management teams, as well.

Crisis Management International, Inc. works with EAP's, corporations, schools and government agencies to provide Crisis Preparedness Planning, Training and Response. Their network of more than 1300 mental health professionals, former FBI and Secret Service agents is available 24-hours a day in all 50 states. 1.800.274.7470. www.cmiatl.com

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