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 | 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.  | |
In the last issue of the Disaster Recovery Journal, I wrote a column about workplace violence. I was able to cover the "prevention" aspect of workplace violence incidents, and then I ran out of space. Now I would like to continue with the subject, this time from the "business resumption" aspect. What should an organization expect following a workplace violence incident? An organization can expect to see employees exhibit symptoms of traumatic stress. What is traumatic stress? According to Bruce Blythe, who authored a book on catastrophic incidents in the workplace, "Traumatic stress is a sudden, devastating ‘blow’ or series of blows to the human psyche that hits with such force that it exceeds all the normal coping abilities. It breaks through our defenses and overwhelms our abilities to respond or function effectively. Traumatic stress will impact and affect everyone involved in an emotion-packed crisis or disaster. Some may have only limited reactions or difficulties and will recover quickly. Others may suffer short-term effects such as anxiety, depression, grief, nightmares, insomnia, fatigue, etc., but then recover – only to re-experience the symptoms again weeks or months later, due to subsequent stressors, not necessarily related to the original trauma." What are the symptoms of post traumatic stress disorder (PTSD), and when will they occur? According to Psychological Reactions To Disaster, "Emotional reactions to traumatic events often show up within the first 24 hours. These are called acute reactions. The feelings may change or new feelings may evolve in the weeks after the event. These are delayed reactions."
Life After ‘Workplace Violence’
Ed Devlin, CBCP, Disaster Recovery Journal, Summer 2004
Examples of the acute reactions are: increased irritably; increased loss of temper; fear (that it may happen again); exaggerated startle response, over-responding or jumping when there is an unexpected noise, the phone, or doorbell; and/or "hypersensitive."
Examples of the delayed reactions are: difficulties with sleep; appetite disruption; difficulty with concentration; loss of interest in their typical activities; a guilt complex (Why did I survive?); and/or a low energy level and exhaustion.
What should an organization do when post-traumatic stress symptoms appear?
The employees experiencing these symptoms need trauma counseling. Unless the organization has its own mental health professionals working on their staff, they should contract with mental health professionals with experience in trauma-related services to provide the necessary counseling. Counseling sessions will provide the effected employee the time to discuss and emote regarding the incident. It will allow them to begin the healing process needed to normalize their life again.
According to Blythe, professional counselors should lead the "venting" processes and other therapeutic group dynamics. In addition, trained management can greatly help affected persons by distributing handouts that enable the individuals understand that the reactions, feelings, and responses they may be experiencing (or may expect to experience) are normal responses. This can relieve stressful anxieties and feelings of uniqueness that can hinder recovery.
Are PTSD symptoms created only by workplace violence incidents?
No. Post traumatic stress disorder symptoms occur following all types of "stressors." Stress is a physical or emotional factor that causes bodily or mental tension and may be a factor in disease. Therefore, disasters or personal crises are stressors. After an individual has experienced a "serious" incident in their life, their emotions will be stressed. It is common to see professional trauma counselors called in after acts of nature (i.e., earthquakes, floods, tornadoes, or hurricanes).
"After Hurricane Floyd in 1999, the American Red Cross had nearly 250 mental-health counselors working around North Carolina – more than at any catastrophe since the Oklahoma City bombing in 1995." (Philadelphia Inquirer)
Interestingly, there is some indication that a "workplace violence" incident may have a greater impact than a natural disaster. Why? People have certain expectations about the world around them. Two of these expectations are the safety and predictability of their world. In addition to generalized beliefs, we all believe that our places of employment are safe and secure – even if a person works in a "high risk" industry. When employees go to work in the morning, they expect to return home that night. Employees look to their employers to provide that safe environment. But when something happens in the workplace, they initially feel they can never be safe again.
Why should an organization care about the PTSD?
If an organization’s employees experience PTSD, and it goes untreated, the organization can expect increased absenteeism, lower productivity, increased medical and mental health claims, and a rise in workers’ compensation cases, just to name a few.
Another thought for business continuity planning managers: employees suffering from PTSD symptoms after a disaster (earthquake, hurricane, etc.) can make decisions that negatively impact business resumption operations. The symptoms can result in conflicts between business units, conflicts between managers, increased errors, decreased efficiency and/or poor judgment and inability to make decisions.
In summary, when employees exhibit PTSD symptoms following a crisis, get them the counseling they need or your business resumption operations will be extremely challenging.
