Situational Stress Reactions Helping your co-workers and the employees you supervise cope with their emotions in a

crisis situation.

Our Formula for Success is:

• Breathe • Be Calm• Focus• Identify Best Outcome • Visualize Goal • Take Calculated Steps

Leading the Way

• According to Ben Sherwood in his book The Survivor’s Club due to inexperience and not being prepared “…Most people panic and wait to be told what to do” in a crisis.

The Survivor’s Club by Ben Sherwood

“Above all, I wanted to learn

the secrets of who survives…

The Key to Survival is attitude…

If you lose the will to live, odds are you aren’t going to make it.”

Your Thoughts Matter!• The Law of Attraction states:

– Like attracts like, so when you think a thought you are also attracting like thoughts to you.

– Your current thoughts are creating your future.

– What you think about the most, or focus on the most, will appear.

The Secret by Rhonda Byrne

Your Attitude is Everything!

Glass Half-Full

versus

Glass Half-Empty

Optimism versus Pessimism

The Survivor’s Club Quiz What is your Survival Type?

Take the Survivor’s IQ Test

Type “Survivor IQ” into Google Search

options will appear

According to Ben Sherwood the author of The Survivor’s Club

• We all have survivor qualities

• There are Five Types of Survivors:– Thinker– Believer– Realist– Fighter– Connector

You’re distracted at a shopping mall and suddenly realize that your child is gone.

• Panic• Get Help Immediately• Start yelling her name• Look for signs from God to find him/her• Calmly walk to the place where I last saw

him/her

Excerpt from: The Survivor’s IQ Quiz

The Survivor’s Club

According to Sherwood:

Everyone has these survivor qualities within them, but most people don’t get the opportunity to use and develop them.

People Can Be Difficult Especially in a Crisis!

“Fight or Flight” Response

Human primitive response is

“Fight or Flight”

Brain/Body Response to assist us in standing and fighting

or

running for our lives.

Coping with Intense Emotions Communication

Speak– Speak slowly & clearly at a volume no

louder than necessary to be heard.

– Speak to the person with Respect.

– Acknowledge the person’s feelings.

Coping with Intense Emotions Communication

Listen – Active Empathetic Listening, Reflecting back

to them their concerns and fears.

– Working to establish best outcome for the person in distress as well as for yourself and the others involved.

Coping with Intense Emotions Communication

Focus/Attention – Focus your attention on the upset person to

let them know you are interested in what they have to say.

– Maintain a relaxed, yet attentive posture.

Coping with Intense Emotions Communication

Suggestions:• Ask for small specific favors such as asking

the upset person(s) to move to a quieter area.

• Use delaying tactics.• Be reassuring and point out choices.• Accept criticism in a positive way.

Coping with Intense Emotions Communication

If the Person Becomes Agitated,

and Challenges, or Questions Your Authority:

• Answer the question calmly.• Repeat your statement calmly, until accepted.• Move on with your plan to reach your best

outcome.

Coping with Intense Emotions Communication

If the person Becomes Agitated

or Refuses to Follow Directions:

• Do not assert control (No Power Struggles) • Let the person gain control of themselves. • Remain professional• Give the person time to think

Coping with Intense Emotions Communication

If someone becomes threatening:– Seek the assistance of other people in the

group to help redirect and calm this person– Give them time and space– Move on toward your Best Outcome

Keep Your Eye on the Ball!

• Have Your Best Outcome in Mind.

• Focus on the steps to Your Best Outcome.

• Remember, be flexible. You may have to deviate from your original plan to accomplish the goal.

Again, Your Thoughts Matter!

– Panic happens due to what you are thinking (or Saying to Yourself).

– Focus on your desired Outcome!

Your Breathing Matters!

– Short shallow breaths intensify anxiety and feelings of panic.

– Deeper breaths can relieve anxiety and panic.

Principle for Managing Worry & Fear

By Dale Carnegie

– Say to Yourself: “What is the Worst thing that can happen?”

– “What is the Best thing that can Happen?”

– “What can I do to create the best outcome?”

Scenario Work Groups& Discussion