© 2004 International Disaster/Fire Training Institute Inc.
EM 270_5 Managing Through A Disaster
What You Get: 73 pages in 6 Units
See some Sample Test Questions
Upon completing this course, the students will be able to:
The students for
this course should be local government managers performing functions that
bring their employees into contact with the public and whose organizations
face greatly increased workloads as a result of disasters.
Unit 1: Getting Ready for the Next One
This unit will introduce
the students and the instructors. It will also provide an overview of
the course objectives and agenda. Students will have an opportunity to
describe some of their experiences with past disasters.
Unit 2: Forming Partnerships
This unit will review
organizational structure and relationships between various Government
agencies following a disaster. It will also overview the Incident Command
System and the Federal Response Plan. Students will identify organizations
they are likely to partner with following a disaster.
Unit 3: Communication: The Two-Way Street
This unit will review
the importance of active listening and provide students with opportunities
to practice their active listening skills. Students will practice asking
probing questions to gather information from citizens. Students will also
discuss the importance of observing nonverbal behaviors. Finally, students
will look at strategies for dealing with the media following a disaster.
Unit 4: Making Referrals and Following Up
In this unit, students will identify appropriate referral locations and will address working with "hard-to-help" customers.
Unit 5: Dealing With Emotional People
In this unit, students
will discuss strategies for working successfully with emotional people.
Students will examine strategies for communicating effectively and identify
a repertoire of responses to use when addressing an emotional person.
Unit 6: Taking Care of Your Employees and Yourself
This unit will review the typical physical and mental stress reactions that managers and their employees are likely to feel during a disaster (and emphasize that these reactions are normal). Students will then identify strategies to address stress issues in future disasters.
When people are under stress, they are more likely not to listen well and to jump to conclusions or suggestions based on incomplete information. True or False
In other words . . . If I understand you, you think . . . So, youre saying . . . are examples of
Personal space may vary from
a. 1½ to 4
feet away for casual interactions.
Copyright © 2004 International Disaster/Fire Training Institute, Inc.
All rights reserved. Website www.all-hazards.com
publications used in this document have been electronically transcribed