Group related risks in travel

Controlling a group in an unexpected situationAhola, Hirvonen, Mikkola, Salmela, Teukku

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IMPORTANCEGOALS, MOTIVES & PRACTICESMillas 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 its important to keep your head cool, priorities in mind and act decisively .

NEEDED RESOURCES: PRACTICES, TOOLS, PROCESSESEducation for travel guides:First aidRisk awarenessEmergency leadershipChecklists for travel guides:Critical actions in the order of executionContact detailsTravel agencys important processes:Training coursesDebriefing24/7 hotline for guides in trouble

MILLA THE INSTRUCTOR

Think on your feet.

PROFILE EDIT PM 5.5.2015

Please be welcome to meet your instructor, Milla.Milla is experienced both in security field as well as in hospitality management and she will guide you through this training package.

Millas goal is to make every trip both safe & relaxing as well as fun & exciting.

Milla believes safety is a part of everyday action. It requires thinking ahead and preparing yourself in advance to the unexpected. In the event of an emergency its important to keep your head cool, priorities in mind and act decisively .

Milla is dedicated to make safety awareness a permanent part of every organization, and she is going to promote the following list of development ideas.In summary, more education and training on the subject, checklists as tools, and better support from organization to employees.

2Introduction

The idea is to make guidelines for travel guides about how they should act when the unexpected happens. We divided the threats into two different parts. To threats that are caused by something outside the group and to threats that are caused by someone inside the group.3Outside threatScenario: bomb attackWhat challenges travel guides face in case of a bomb attack?

People go into shockNumb, unable to act usefullyAggressive, does not co-operate, may act harmfullyThe group dispersesPeople get lostCommunication lines may not workPossible injuriesMay reduce mobilityCould demand immediate first-aidLoss of propertyIn chaos, property is easily lost

In this scenario an outside threat presents itself in a form of a bomb attack.

People might go into shock.

The group might disperse.

Travelers may get injured.

Property might get lost.4

Scenario: health related issues / lost travelerWhat challenges travel guides face in case of a lost traveler or health related issues?The need to respond quicklyThe group gets concerned, upsetThe guide must balance between one mans problem and a carefree trip for everyone else

Inside threat

In this scenario an inside threat could be related to a lost traveler or health issues such as seizures.

These situations require immediate responding and social skills to manage in these kind of situations.5

Risk mapping results

Bomb attack, Medical problems, Threats rising from within the group

Risk analysis was done with Potential Problem Analysis. As a result, a following risk map was created.

Problems were selected to match previously mentioned scenarios. Each problem was given two values: probability and severity. Together these create the risk.

Please, take a moment, and think of any other problems that might come into your mind, and how would you place them on this map?

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General guidelines forEmergency leadershipLead by exampleBe calmBe decisiveBe professionalCommand your groupUse short, simple and firm commandsUse easy, large and universal gesturesMind your groupKeep them informedReassure and encourageTake care of the weakPreserve situational awarenessKnow what has happenedKnow what will likely happen nextKnow your objectiveKnow your limitsDelegate work to othersUtilize group members special skills, for example first-aidUse checklists to remember critical thingsAdapted from:Nurmi, L. 2006. Kriisi, pelko, pakokauhu. Helsinki: Edita

Before we go into the more specific training package, here are the general guidelines for emergency leadership, that are going to help you control your group, in an unexpected situations.

First, LEAD BY EXAMPLEYou should always be calm, decisive and professional in your actions.

Second, COMMAND YOUR GROUPUse short, simple and firm commands. Compliment them with easy, large and universal gesturesSuch as:Go that way!You, come here!Stay there, do not move!

Third, MIND YOUR GROUPKeep your group members informed, about what is happening and what are you going to do next.Reassure and encourage everyone, try to keep up the morale.Take care of the weak: make sure that those who are having the most difficulties, are not left alone.

Fourth, PRESERVE SITUATIONAL AWARENESSKnow what has happened, and quickly, create a mental picture of the situation.Know what will likely happen next. You can prevent additional damage, by predicting immediate risks in the following moments.Know your objective. Always keep your objective simple, and crystal clear in your mind. This allows you to act with a purpose.

Fifth, KNOW YOUR LIMITSDelegate work to others. Find group members who are able to function and present them with simple tasksSuch asYou, go get those people overhere!Utilize group members special skills, for example first-aid. You may ask, if anyone is a doctor and advice them to help.Use checklists to remember critical things. Prepare checklists in advance and keep them readily available.

7Training package

Outside threats:Inside threats:

This training package is divided into two sections. Both sections are presented in a customer journey model, so that the steps will guide you through a possible situation.

These steps provide you with one way, in which you could act in an emergency situation.

First section focuses on how to deal with a single and somewhat expected, but a severe problem, rising from within the group.

Second section focuses on how to deal with very unexpected and multiple simultaneus problems, originating from outside the group.

Next, we are going to go, into more detail, to give you an example on how you can act based on these steps.8Customer journey Inside threatHealth related issuesLost traveler

In this first section we are focusing on the inside threats. There are two different viewpoints that we will use during this journey. Health related issues and a lost traveler. In this context health related issues refer to for example to heart attacks and seizures. By a lost traveler we mean someone that has separated from the group for an unknown reason. 9Give immediate first aidTry to contact the customerFind out the latest observationHealth related issuesLost traveler

First step: respond.

By responding quickly you can avoid further damages.

If someone is having health related issues, give first aid immediately.

If a traveler gets lost, try to reach them on the phone and find out where the person was last seen.

10Call the emergency numberCall the tourist company dispatcherCall the tourist company dispatcherCall the local authoritiesHealth related issuesLost traveler

Second step: notify.

Notifying starts a process in an upper level and allows you continue with your work.

If someone is having health related issues, call the emergency number and contact the tourist company dispatcher.

If a traveler gets lost, call the tourist company dispatcher and inform the local authorities. 11If necessary, give brief announcementAssure that everything is being taken care ofReassure that trip will continue normallyBoth

Third step, reassure .

If necessary, give a brief announcement regarding the situation to calm people down.Assure that everything is being taken care of and reassure that trip will continue normally.12Carry on with the other group membersCarry on with the other group membersHealth related issuesLost traveler

Fourth Step: Carry on.

When the situation is over and everything is under control, you may continue the trip normally with other group members.

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Customer journey Outside threatScenario: Bomb attackShock patientsSeparated groupInjured

Our second section focuses on the outside threats. In this case it is a bomb attack.

There are three different viewpoints that we will use during this journey.

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Recognize symptoms:Numb,unable to actAggressive, unable to reasonCheck if everyone is accounted forCheck for injuriesShock patientsSeparated groupInjured

First step: Interpret

By recognizing the symptons of a shock patient you will have a more profound understanding on their behaviour.

By counting the group members you will know if someone is missing.

Remember to check your clients for injuries.

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Help the unresponsive onesCalm down the aggressive onesConcentrate on those within your reachIf safely possible, search nearby areaShock patientsSeparated groupInjured

Second step: Prioritize

With shock patients remember to pay attention to the unresponsive ones and to calm down those who behave aggressively.

If your group separates, first concentrate on those within your reach and after that you may search for the missing ones if its safe.

Make sure that you help the injured ones in a correct order depending on the severeness of the injury. 16

Give simple commandsBe decisiveUse loud voiceUse large and universal gesturesDistribute help according to conditionMake sure no one is left behindShock patientsSeparated groupInjured

Third step: Lead.

Act dicisively and use simple commands to get the groups attention. Remember to speak loudly and to use universal gestures to support your speech.

Confirm that no one is left behind at the scene and redistribute help if needed.

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Goal:Get to a safe placeWait for the authoritiesAll

Fourth step: Disengage

Guide the group to a safe place and wait for the authorities.

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Survey the situation for the follow-up

Hand over the searches for the authoritiesHand over the injured for further treatmentShock patientsSeparated groupInjured

Fifth step: Carry on

When the situation is over remember to survey for possible follow-ups.

Hand over the searches as well as the injured ones to the authorities. 19

Thank you for your attention

null62562.0null18964.863null19278.34null17789.326null32810.074Taul1ProbabilitySeverity of consequencesSlightly harmfulHarmfulVery HarmfulHighly unlikelyMass panicMass casualties

UnlikelyLost travelerHealth issuesDeath

LikelyLoss of propertyMinor injuries, shock patientsMajor injuries

null39967.254null51382.17null25208.271null16169.705null11128.1455null11546.099null20688.984null28761.006null19147.725null7288.184null13165.667null2821.2268