A talk for Emergency Response Crew and Volunteers at Pakistan International Airline, conducted Feb-24-2014.

1. Problem Solving with People in Trauma:
Emotions First, Problems Second

2. Copyright
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Passion
Cer>fica>on
Educa>on
Rahila
Narejo

3. 1.
Understanding
the
Emotional
Reaction
in
Trauma
2.
Your
Role
in
Special
Assistance
3.
Communicating
in
Crisis
4.
Problem
Solving
in
Crisis:
Apply
HEAT

8. S-­‐P-­‐O-­‐T
S-­‐P-­‐O-­‐T
S-­‐P-­‐O-­‐T
Copyright
NarejoHR
(Pvt.)
Ltd.
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10. 1.
5
_________
channel
information
to
your
brain.
2.
The
information
first
goes
to
the
_____________
,
then
the
_______________.
3.
We
_______
before
we
________.

11. +
1,000
40
1,000
30
1,000
20
1,000
10

12. +
1,000
40
1,000
30
1,000
20
1,000
10
4,100

13. “NT”?

14. JOSH
PEAKS, Slows down
Rational Behavior
HOSH

15. Copyright
NarejoHR
(Pvt.)
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16. Traumatic
Stress
¡
the
emotional,
cognitive,
behavioral
and
physiological
experiences
of
individuals
who
are
exposed
to,
or
who
witness,
events
that
overwhelm
their
coping
and
problem
solving
abilities
(Lerner & Shelton, 2001)

17. Full
Scale
Hijacking
Third
Trigger
Toxicity
Second
Trigger
First
Trigger
Time

18. ¡ Trauma
victims
are
hindered
in
their
ability
to:
§ think
§ learn
tasks
that
promote
reparation
§ develop
positive
responses
to
challenging
situations

20. Acute Traumatic
Stress Management
Crisis
Strikes
Pre-event
planning
Crisis
Response
During The
Critical Event
Typical Crisis Response
Plans
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Let-down Re-entry
Phase
Phase

21. Special Assistance Team Support
• Emotional
• Physical

22. Emotional Support
• Listening
• Providing First Hand
and Credible
Information
• Consoling

26. Remember
that
listening
helps
the
other
person
feel
heard,
understood,
important,
valued,
respected
and
cared
about.
Copyright
NarejoHR
(Pvt.)
Ltd.
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Reserved

27. One Word Can
Make a
BIG
Difference
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28. I Messages
Examples of "You"
Messages
1. You aren't making any
sense.
Examples of "I"
Messages
1. I couldn't understand
what you said.
2. You won't be able to
get the information.
2. I would like to help you
get the information.
3. You shouldn’t be
upset.
3. I understand that you
are upset.
Copyright
NarejoHR
(Pvt.)
Ltd.
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Rights
Reserved

29. I Messages
"You" messages
tend to:
"I" messages
tend to:
·Place blame. Puts
people down
·Clarify your position,
feelings, or opinions.
·Alienate, anger, make
others defensive
·Build trust.
Copyright
NarejoHR
(Pvt.)
Ltd.
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30. Just One Change…
Replace
You-­‐messages
with
I-­‐messages.
Copyright
NarejoHR
(Pvt.)
Ltd.
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Rights
Reserved

31. “I've learned that people will
forget what you said,
people will forget what you
did,
but people will never forget
how you made them
feel.”
Copyright
NarejoHR
(Pvt.)
Ltd.
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Maya Angelou quotes (American Poet b.1928)

33. ¡ Generally,
in
communicating
with
an
angry
or
upset
person,
try
to
be
more
of
a
LISTENER
than
a
TALKER.
¡ Deal
with
the
EMOTION
first,
then
the
PROBLEM.

34. Slow down
Trigger
Rational Behavior

35. Apply
some
HEAT!!!
A specialized form of Active Listening.
•
H
•
E
•
A
T
•
Hear them out
Empathize
Ask/Answer questionsà YES!
Tell and take responsibility

36. Slow down
Supportive
Comments
Active Listening
Paraphrase in
the form of
questions
Rational Behavior
Problem Solve

37. Inappropriate
“E”
Responses
•
Accidents are not planned
•
We always had a good safety record
•
It was better for them this way
•
It could have been worse…
•
At least only 5 people died
•
All things happens for a reason…
•
It was their destiny
•
They are sitting right beside God enjoying paradise

38. Effective
“E”
Responses
•
I am truly sorry for your loss.
•
I regret the difficulty this has caused.
•
I am here to assist you in any way possible.

39. Responder
Tips
¡ Drink
plenty
of
water
and
eat
healthy
snacks
¡ Take
frequent,
brief
breaks
from
the
scene
as
practicable
¡ Talk
about
their
emotions
to
process
what
they
have
seen
and
done
¡ Stay
in
touch
with
family
and
friends
¡ Pair
up
with
another
responder
to
monitor
one
another’s
stress

40. Last words
APPLIED
Knowledge is…
POWER

41. All the Success!