For us to understand how to manage a crisis and change, we need to know from a psychological perspective what we go through once initial change/crisis is experienced. Kubler Ross has performed studies on this and explain the phases of change and how to manage it.
Kubler Ross transition (grief) cycle. Originally titled 'The 5 Stages of Receiving Catastrophic News' these stages are:
- Denial - Of the situation thats occurred. Ever heard someone say "What just happened?" after an incident?
- Anger - People get angry since their comfort zone has been breached. Think of what you would feel if you had a car accident, with you being the driver?
- Bargaining - Once you calm down you bargain.. i.e. in the case of the car accident you would speak to the other driver and call the police.
- Depression - Once its sunk in that you have had a car accident, you get depressed. You start thinking of how much money you've lost and the mission regarding insurance.
- Acceptance - Finally you accept the situation, people who have experienced grief will understand this.
So now that we understand how people react to to a disaster situation we can understand how to help them from stage to stage. Dorn Reissman, Commander of the US public Health Service helps us to give people help in times of need which we can link directly to the stages set out by Kubler Ross.
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Safety is about removing people from a threat. (Removing denial and anger)
Calming happens when you want to lower the state of arousal so people can function, concentrate and take concrete steps towards what they need to do to protect themselves. (Removing denial and anger)
Connection: People's basic need to connect with others and not be isolated needs to be attended to. (Bargaining)
Efficacy occurs when someone is capable of taking action on their own. When they do so as a member of a group, that's collective efficacy. (Help them move out of depression)
Hope: The idea that the world is predicable and we will get through it, that's hope. (Help them to accept and move on)
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From: http://www.nieman.harvard.edu/Microsites/NiemanGuideToCoveringPandemicFlu/CrisisCommunication/ManagingPanicInAPandemic.aspx
So now as evoke agents we can use this information in a crisis we may come across. It may be a flu outbreak or it just may be a friend going through a personal crisis. Either way it will helps as to understand and deal with those situations.
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