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

2. Our Formula for Success is: Breathe Be Calm Focus Identify Best Outcome Visualize Goal Take Calculated Steps

3. Leading the Way 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.

4. T 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.”

5. Your Thoughts Matter! 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

6. Your Attitude is Everything! Glass Half-Full versus Glass Half-Empty Optimism versus Pessimism

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

8. According to Ben Sherwood the author of The Survivor’s Club We all have survivor qualities There are Five Types of Survivors: –Thinker –Believer –Realist –Fighter –Connector

9. 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

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

11. People Can Be Difficult Especially in a Crisis!

12. “Fight or Flight” Response Human primitive response is “Fight or Flight” Brain/Body Response to assist us in standing and fighting or running for our lives.

13. 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.

14. 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.

15. 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.

16. 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.

17. 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.

18. 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

19. 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

20. Keep Your Eye on the Ball! 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.

21. Again, Your Thoughts Matter! –Panic happens due to what you are thinking (or Saying to Yourself). –Focus on your desired Outcome!

22. Your Breathing Matters! –Short shallow breaths intensify anxiety and feelings of panic. –Deeper breaths can relieve anxiety and panic.

23. Principle for Managing Worry & Fear 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?”

24. Scenario Work Groups & Discussion