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Leaders in industry and government expect the public to respond to a major hazard with fear and panic. The reality is quite different.
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How people REALLY respond to fear *
Rusty Cawley, APR | ColdCrisis.tv
* Condensed from the National Center for Food Protection and Defense’s “Risk Communicator Training for Food Defense Preparedness, Response & Recovery,” module 2, topic 1.
How leaders view the fear response
Hazard
How leaders view the fear response
Response
Hazard
How leaders view the fear response
Awareness
Fear
Panic
Response
Hazard
How leaders view the fear response
Awareness
Fear
Panic
Response
Hazard
How leaders view the fear response
Disturbing tendencies:• Withhold information• Make over-assuring
statements
Response
How the fear response really works
Response
Outrage
How the fear response really works
Acceptance
Over-reaction
Denial
Panic
Response
Outrage
How the fear response really works
Source: Peter Sandman, petersandman.com
Acceptance‘The Default Position’
Response
Outrage
How the fear response really works
Source: Peter Sandman, petersandman.com
Over-reaction‘Can be healthy’
Response
Outrage
How the fear response really works
Source: Peter Sandman, petersandman.com
Denial‘Less common, never healthy’
Response
Outrage
How the fear response really works
Source: Peter Sandman, petersandman.com
Panic‘Very rare’
Response
Outrage
How the fear response really works
Source: Peter Sandman, petersandman.com
Puchased gas masks Purchased antibiotic preseciptions
Opened mail as usual Consulted doctor about anxiety
1% 5%
98%
3%
Response to the 2001 anthrax scare in three affected cities
Source: Glass T., Disasters and public health preparedness: Lessons for bioterrorism preparedness
Puchased gas masks Purchased antibiotic preseciptions
Opened mail as usual Consulted doctor about anxiety
1% 5%
98%
3%
Response to the 2001 anthrax scare in three affected cities
Source: Glass T., Disasters and public health preparedness: Lessons for bioterrorism preparedness
Acceptance
Lessons for leaders in crisis• Act transparently• Share power• Share information• Act in a trustworthy
manner• Express your
uncertainty
