2. Controlling a group in an unexpected situation Ahola, Hirvonen, Mikkola, Salmela, Teukku

3. IMPORTANCE GOALS, MOTIVES & PRACTICES Milla’s goal is to make every trip both safe & relaxing as well as fun & exciting. Milla believes safety is part of everyday action. It requires thinking ahead and preparing yourself in advance to the unexpected. In the event of an emergency it’s important to keep your head cool, priorities in mind and act decisively. NEEDED RESOURCES: PRACTICES, TOOLS, PROCESSES Education for travel guides: First aid Risk awareness Emergency leadership Checklists for travel guides: Critical actions in the order of execution Contact details Travel agency’s important processes: Training courses Debriefing 24/7 hotline for guides in trouble MILLA THE INSTRUCTOR “Think on your feet.” PROFILE EDIT PM 5.5.2015

4. Introduction Controlling the group in unexpected situations Outside threatInside threat

5. Outside threat Scenario: bomb attack What challenges travel guides face in case of a bomb attack? People go into shock – Numb, unable to act usefully – Aggressive, does not co-operate, may act harmfully The group disperses – People get lost – Communication lines may not work Possible injuries – May reduce mobility – Could demand immediate first-aid Loss of property – In chaos, property is easily lost

6. Scenario: health related issues / lost traveler What challenges travel guides face in case of a lost traveler or health related issues? The need to respond quickly The group gets concerned, upset The guide must balance between one man’s problem and a carefree trip for everyone else Inside threat

7. Risk mapping results Bomb attack, Medical problems, Threats rising from within the group

8. General guidelines for Emergency leadership Lead by example Be calm Be decisive Be professional Command your group Use short, simple and firm commands Use easy, large and universal gestures Mind your group Keep them informed Reassure and encourage Take care of the weak Preserve situational awareness Know what has happened Know what will likely happen next Know your objective Know your limits Delegate work to others Utilize group members’ special skills, for example first-aid Use checklists to remember critical things Adapted from: Nurmi, L. 2006. Kriisi, pelko, pakokauhu. Helsinki: Edita

9. Training package InterpretPrioritizeLeadDisengageCarry on RespondNotifyReassureCarry on Outside threats: Inside threats:

10. Customer journey – Inside threat Health related issues Lost traveler

11. Give immediate first aid 1.Try to contact the customer 2.Find out the latest observation 1.Try to contact the customer 2.Find out the latest observation Health related issues Lost traveler 1. Respond 2. Notify 3. Reassure 4. Carry on

12. 1.Call the emergency number 2.Call the tourist company dispatcher 1.Call the emergency number 2.Call the tourist company dispatcher 1.Call the tourist company dispatcher 2.Call the local authorities 1.Call the tourist company dispatcher 2.Call the local authorities Health related issues Lost traveler 1. Respond 2. Notify 3. Reassure 4. Carry on

13. If necessary, give brief announcement Assure that everything is being taken care of Reassure that trip will continue normally If necessary, give brief announcement Assure that everything is being taken care of Reassure that trip will continue normally Both 1. Respond 2. Notify 3. Reassure 4. Carry on

14. Carry on with the other group members Health related issues Lost traveler 1. Respond 2. Notify 3. Reassure 4. Carry on

15. Customer journey – Outside threat Scenario: Bomb attack Shock patients Separated group Injured

16. Recognize symptoms: Numb,unable to act Aggressive, unable to reason Recognize symptoms: Numb,unable to act Aggressive, unable to reason Check if everyone is accounted for Check for injuries Shock patients Separated group Injured 1. Interpret 2. Prioritize 3. Lead 4. Disengage 5. Carry on

17. 1.Help the unresponsive ones 2.Calm down the aggressive ones 1.Concentrate on those within your reach 2.If safely possible, search nearby area Shock patients Separated group Injured 1. Interpret 2. Prioritize 3. Lead 4. Disengage 5. Carry on Red Can’t wait Yellow Has to wait Green Can wait Black Lost

18. Give simple commands Be decisive Give simple commands Be decisive Use loud voice Use large and universal gestures Use loud voice Use large and universal gestures Distribute help according to condition Make sure no one is left behind Distribute help according to condition Make sure no one is left behind Shock patients Separated group Injured 1. Interpret 2. Prioritize 3. Lead 4. Disengage 5. Carry on

19. Goal: 1.Get to a safe place 2.Wait for the authorities Goal: 1.Get to a safe place 2.Wait for the authorities All 1. Interpret 2. Prioritize 3. Lead 4. Disengage 5. Carry on

20. Survey the situation for the follow-up Hand over the searches for the authorities Hand over the injured for further treatment Shock patients Separated group Injured 1. Interpret 2. Prioritize 3. Lead 4. Disengage 5. Carry on

21. Thank you for your attention