How people REALLY respond to fear
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Leaders often view public fear responses incorrectly, either withholding information or making overassuring statements. However, research shows people typically respond to fear with acceptance, not panic. While outrage and overreaction can occur, they are less common than acceptance. True panic is very rare. During the 2001 anthrax scare, 98% of people responded normally by opening their mail as usual, while only 1% took extreme measures like buying gas masks. Effective crisis leaders act transparently by sharing information and power, and acknowledging uncertainty, in order to build trust and a sense of shared responsibility.
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How people REALLY respond to fear
- 1. How people REALLY respond to fear * Rusty Cawley, APR | TheColdCrisis.com * Condensed from the National Center for Food Protection and Defense’s “Risk Communicator Training for Food Defense Preparedness, Response & Recovery,” module 2, topic 1.
- 3. How leaders view the fear response
- 4. Hazard How leaders view the fear response
- 5. Response Hazard How leaders view the fear response
- 6. Awareness Fear Panic Response Hazard How leaders view the fear response
- 7. Awareness Fear Panic Response Hazard How leaders view the fear response Disturbing tendencies: • Withhold information • Make over-assuring statements
- 8. Response How the fear response really works
- 9. Response Outrage How the fear response really works
- 10. Acceptance Over-reaction Denial Panic Response Outrage How the fear response really works Source: Peter Sandman, petersandman.com
- 11. Acceptance ‘The Default Position’ Response Outrage How the fear response really works Source: Peter Sandman, petersandman.com
- 12. Over-reaction ‘Can be healthy’ Response Outrage How the fear response really works Source: Peter Sandman, petersandman.com
- 13. Denial ‘Less common, never healthy’ Response Outrage How the fear response really works Source: Peter Sandman, petersandman.com
- 14. Panic ‘Very rare’ Response Outrage How the fear response really works Source: Peter Sandman, petersandman.com
- 15. 1% 5% 98% 3% Puchased gas masks Purchased antibiotic preseciptions Opened mail as usual Consulted doctor about anxiety Response to the 2001 anthrax scare in three affected cities Source: Glass T., Disasters and public health preparedness: Lessons for bioterrorism preparedness
- 16. 1% 5% 98% 3% Puchased gas masks Purchased antibiotic preseciptions Opened mail as usual Consulted doctor about anxiety Response to the 2001 anthrax scare in three affected cities Source: Glass T., Disasters and public health preparedness: Lessons for bioterrorism preparedness Acceptance
- 17. Lessons for leaders in crisis • Act transparently • Share power • Share information • Act in a trustworthy manner • Express your uncertainty