Addressing Barriers for
Multi-Agency Cooperation and Coordination
During Emergency Situations:
A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
Senior Associate Professor and Director of Training Programs
Emory University
Regional Response Team IV
Knoxville, TN - August 2011
A Behaviorist
Really not magic.
What is the differences between a lesson
learned and a lesson ignored?
-5-
CHANGE.
“Insanity: Doing the same
thing over and over again
expecting different results.”
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
If something is not working…or you are not
getting the results you are looking for –
you have to do something different.
-7-
Emergency Situations: Malsow
During emergency situations, it is important to understand what driving behavior. Abraham
Maslow provides a map for both increasing and decreasing behaviors during emergency
situations.
Self-Actualization
Esteem
Belongingness
Safety and Security
Physiological
Cognitive
Thought
Self-Esteem & Respect
Friendship & Family
Safety and security of body and mind
Air, food, water, shelter
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
-8-
Risk Communication vs. Behavioral Intervention
Appropriate Behavior
(reduces risk)
Person
Behavioral
Intervention
Behavior
Inappropriate Behavior
(increases risk)
Noise
Physiological
Safety and Security
Belongingness
Risk
Communication
Self-Esteem and Respect
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
-9-
Magical Words: Psychological Triggers for Creating Noise
Experts can create noise by using specific psychological triggers. These triggers have been
researched and clearly demonstrate profound effects on what individuals do as a result of
how messages are delivered.
Not in control
Not familiar with risk
Increase noise when science defines
risk as high AND when you have
specific behaviors identified. Also can
be used to counter apathy and
complacency.
Bad history with risk
Affects children
Nervous about challenge
Cannot be reversed
No experience handling risk
In control
Familiar with risk
Good history with risk
Decrease noise when science defines
risk as low.
Does not affect children
Welcoming challenge
Can be reversed
Great experience handling risk
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
The first challenge is the emergency itself.
Challenge 2:
Plans + Behaviors = Outcomes
- 12 -
Plans: SOPs vs. VOPs
Two or
More
People
Do the
Same
Thing
The Same
Way
Achieving
the Same
Results
SOP
Achieving
the
Different
Results
VOP
The Chef!
Two or
More
People
Do the
Same
Thing
In a
Different
Way
What is the difference between an SOP and VOP?
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
- 13 -
Plans Must Be Evaluated

Is it
understood?
Can it be
done?
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH

- 14 -
Plans Must Be Validated

Do the words
produce the
intended behavior?
Do the behaviors
produce a
consistent result?
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH

- 15 -
Behaviors: Items Needed to Behave
Understand Risk
Understand Benefit
Resources
Skills
Self-Efficacy
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
- 16 -
Outcomes: Our Directives
Where are we going and when
are we going to get there?
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
Challenge 3:
Our Personalities
- 18 -
Myers Briggs…No Hocus Pocus or Horoscopish Stuff!
PERSONALITY CLASHES
E vs. E
I vs. I
E vs. I
N vs. N
S vs. S
N vs. S
T vs. T
F vs. F
T vs. F
J vs. P
P vs. P
J vs. J
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
Possible Solutions?
PHICS-IT
(Hecht)
- 21 -
L.E.A.D2: Hecht Approach
Listened – by talking less.
Empathized – by understanding his role in our mission.
Adapted – by changing his terminology.
Demonstrated – by studying public health and mission.
Dedicated – by doing what he said he was going to do.
An apple tastes like an apple in bite sized pieces. Put a whole apple
down someone’s throat…it no longer tastes much like an apple.
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
- 22 -
Prepare Properly: Risk Management
Make sure people can do the plan.
Make sure people understand the plan.
Make sure people know what is expected as a
result of the plan.
Make sure people know when to expect the
result of the plan.
Make sure people have the resources/skills/selfefficacy to implement the plan.
Make sure people understand why the need to
follow the plan.
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
- 23 -
Understand What Motivates Other People
Don’t take it personal.
Understand the effect of “noise” on behavior.
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
- 24 -
Change and Train – Utilizing Lessons Learned
New Behavior
Increased
Awareness
Old Behavior
Perceived
Mastery
Incident or
Near Miss
Change
Mastery
Regional Response Team IV
Multi-Agency Cooperation and Coordination During Emergency Situations: A Behavioral Perspective
Sean G. Kaufman, MPH, CHES, CPH
Complacency
Thank you.
Sean G. Kaufman, MPH, CHES, CPH
Senior Associate Professor and Director of Training Programs
Emory University
sgkaufm@emory.edu
404.849.3966
Regional Response Team IV
Knoxville, TN - August 2011