Helping your co-workers and the employees you supervise cope with their emotions in a crisis situation.

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

• 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 .

he 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.”

• 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

Glass Half-Full versus
Glass Half-Empty
Optimism versus Pessimism

What is your Survival Type?
Take the Survivor’s IQ Test
Type “Survivor IQ” into
Google Search options will appear

• 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

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

Especially in a Crisis!

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

• 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.

– Panic happens due to what you are thinking (or Saying to Yourself).
– Focus on your desired Outcome!

– Short shallow breaths intensify anxiety and feelings of panic.
– Deeper breaths can relieve anxiety and panic.

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?”