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.

  CMI Newsletter
      Fall 2002


The First Anniversary of the 9/11 Terrorism: What Should Your Company Do?
by Bruce T. Blythe, CEO

The anniversary of the September 11th attacks is approaching, and it could be a difficult situation for many organizations in America. Many companies from Wall Street to Los Angeles are wrestling with what actions they should take to appropriately acknowledge the day.

From our 14 years of experience and our on-site assistance to over 200 companies following the 9/11 terrorism, we know that there is no simple answer for what every company should do. The company's actions should vary depending on the corporate culture and degree of impact.

Crisis Management International has compiled guidelines and considerations for business leaders. The following information will cover:

• Expected employee reactions on the anniversary of 9/11
• Considerations for managers in how to respond on September 11, 2002

The "anniversary effect" will impact your people in differing degrees of intensity, duration and frequency. There is no expected response that will apply to all your employees. However, there are typical reactions that may emerge within your affected workforce.

Ten (10) Common Employee Reactions

1. Apprehension: Concern about what to expect on the upcoming anniversary
2. Fear of reoccurrence: Worries that someone else will strike on the anniversary
3. Flooding: Numbness may give way to a rush of emotional and physical reactions
4. Distress: Heightened state of anxiety, discomfort and stress
5. Reliving the incident: Memories, mental images and reactions that have been sealed over may surface
6. Dull ache: Most will experience reactions that are subdued and hidden from others
7. Intrusive thoughts: Distressing thoughts of the incident intrude into one's mind
8. Concentration difficulties: Depending on the intensity of reactions, employees may have diminished productivity
9. Intensity: Depending on proximity and personal connection to the 9/11 terrorism, common reactions will range from mild to moderate to severe
10. Avoidance: Many will quietly avoid reminders of the distressing incident

Management Considerations

Most employees will want management to visibly remember and demonstrate support on the first anniversary of a catastrophe that affected the organization. However, management must balance their showing of respect and caring, without over- doing it. More is not necessarily better. Many employees will not want to attend management sponsored services or formal gatherings. Yet, they may be the ones who most need a structured program to help them sort out their reactions to the anniversary.

The response that management takes should balance the culture of the organization with the intensity of reactions by employees on 9/11. The following considerations are provided to assist management in developing a culturally appropriate response to the "anniversary effect":

Ten Considerations Prior to the First Anniversary

1. Appoint a group of representative employees and managers to address the best methods for meeting the needs of your workforce on the first anniversary.
2. Compile the feedback from employees regarding ideas for appropriately addressing the day.
3. Provide a letter from the CEO expressing thanks to workers for their loyalty and support tot the company during difficult times.
4. Conduct a reassessment of security or emergency procedures. If, you have improved your systems over the past year, you can take this opportunity to communicate those improvements to the workforce.
5. Make time available for employees to attend public memorials or conduct one of your own.
6. Arrange to have on-site counselors to meet with people individually or in groups.
7. Provide Chaplain services for people that want to attend.
8. Provide a dedication ceremony with the planting of a tree, piece of artwork or other symbolic plaque or remembrance.
9. Organize a moment of silence during an appropriate time of day such as the time of the initial attack.
10. Place red, white and blue flower arrangements in conspicuous places.

It will be important that you choose actions that are appropriate to your company. Recognize that your workforce may not be 100% productive on September 11th or even that week. Above all, you want to communicate verbally or symbolically that you value your people and want to be supportive.

BLINDSIDED is in Bookstores Now!

Bruce T. Blythe, CEO of Crisis Management International, Inc. has written BLINDSIDED for business leaders, managers and members of crisis management teams.

Publisher's Weekly describes BLINDSIDED as, "This book will be a boon to leaders, offering field-tested approaches, development plans and reference tips."

BLINDSIDED explains how to:

• Reduce your company's vulnerability
• Address the human side of a crisis
• Analyze foreseeable risks
• Create a master plan for crisis response

What do other crisis management professionals have to say about BLINDSIDED?

"Bruce Blythe brings clarity and insight into the chaos of catastrophic workplace incidents. Thankfully, not every organization will have a catastrophe - but every organization is duty-bound to have a plan. BLINDSIDED is the first step toward the best plan."

Gavin de Becker, Best-selling Author of The Gift of Fear

"A mandatory requirement of today's workplace is to expect the unexpected and be prepared…easy to understand, practical, insightful, and equipped with check lists, BLINDSIDED provides a blueprint for saving lives and better managing chaos." Garry G. Mathiason, Senior Shareholder, Littler Mendelson

"Bruce Blythe's book offers a step-by-step method of dealing with the potentially horrific results. A must read for all Risk Managers, Safety Engineers, Security, HR Managers and Crisis Response Team members."

Dr. John D. Byrnes, President, Center for Aggression Management,Author of Before Conflict, Preventing Aggressive Behavior

"We chose the services of CMI due to the same structured crisis response protocol found in this book. A large part of truly being able to take care of your people/team is ensuring your leaders have the training and ability to effectively deal with threats and crises."

Chris W. Nelson, Director of Investigations, Target Corporation Assets Protection

BLINDSIDED is published by Portfolio, an imprint of Penguin Putnam Inc. It is available at all major bookstores, including on-line retailers such as amazon.com, bn.com, and 1800ceoread.com.

(Book jacket design by Joseph Perez. Jacket photography by Daniel Blaufuks/Photonica.)

A New Look for CMI
by Grace Burley, Marketing Director

CMI is changing...for the better. We are proud to announce the new look for CMI which involves a whole new corporate identity. We have a new logo, stationary, web site, brochures and print advertisements.

Melia Design Group, an Atlanta design studio, worked hard to give CMI a more sophisticated, yet personable and engaging look.

Our new look features crisis scenarios that ask "Did you do the right thing?" that engage the reader while providing information about crisis management decision making.

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