Cruise Line Crisis: Be Prepared. Be Responsive.
by Mark D. Lerner, Ph.D. and S.O. Vincent J. McNally, MPS, CEAP
“Just as cruise lines provide 24 hour security, so too should they provide a platform for emotional and mental stabilization during and in the aftermath of a critical incident.”
Cruise ships are cities within themselves, with elaborate security measures to protect guests and employees. Add into the equation a rogue wave, a major accident, a severe altercation, a fire, a flu outbreak or even piracy … now we have a serious problem.
While cruise lines are prepared to address the physical and safety needs of people during a crisis, they must strive to raise their level of care by also addressing the “hidden trauma”—traumatic stress. This trauma compromises peoples’ ability to function, leaves the deepest scars and changes lives forever.
What is traumatic stress and how does it differ from plain old stress?
When we think of stress, we generally associate it with the day-to-day wear and tear on the mind and body. Traumatic stress refers to our feelings, thoughts, actions, and our physical and spiritual reactions when we are exposed to, or even witness, specific events that overwhelm our coping and problem-solving abilities. These events are often unexpected and uncontrollable, and may be serious crimes. Consider the following events that can certainly occur on a cruise ship:
• instances where more than routine medical care is necessary
• an act that jeopardizes the safety of guests, employees and/or the ship
• a major theft or burglary
• rape/sexual molestation
• suicide/homicide
• arson
• molestation of a minor
• piracy
• acts of terrorism
These “critical incidents” compromise our sense of safety and security, and leave us feeling insecure and vulnerable.
During and in the wake of a cruise ship crisis, the primary responsibility is the stabilization of illness or injury and the preservation of life. However, crises present opportunities for us to bring the management of guests and employees to a higher level. Just as cruise lines provide 24 hour security, so too should they provide a platform for emotional and mental stabilization during and in the aftermath of a critical incident.
The Institute for Traumatic Stress developed the first crisis preparedness and response program specifically for cruise lines ... a traumatic stress response protocol. The program’s primary objectives are to educate and empower cruise ship officers and management with information and practical skills to enable them to:
• ease emotional pain
• keep people functioning
• mitigate ongoing suffering, and
• restore “human stability” on the vessel.
In the event of an internal or external crisis that impacts a cruise ship, officers and management on the ship will be prepared and be responsive in addressing emergent needs.Here’s how and why the program works.
Be Prepared
A selected group of officers and management (e.g., Captain,Chief Officer, Deck Officers,Hotel Manager, Front Desk Manager, Medical Team, Guest Relations Manager, Security, etc.) meet for an intensive, interactive half-day training seminar. The training will help prepare these individuals when they find themselves in escalating crisis situations that demand immediate assessment and response; whether the problem emanates from a passenger, crew member, or other individual(s). Prompt action by trained officers and management can facilitate a smooth transition to law enforcement and/or military responders, when necessary.
The program provides attendees with the basic tenets of the FBI’s First Responder Crisis Negotiation Course and the Acute Traumatic Stress Management model used in training United Nations Department of Safety and Security personnel and federal agents with the Department of Homeland Security. While not intended to take the place of highly trained and skilled negotiators and mental health clinicians, the program provides a realistic and effective response protocol specifically for cruise line personnel. Simply put, attendees are taught what they need to know, rather than what’s nice to know, offering a smooth transition to medical providers and/or law enforcement.
Be Responsive
The vast majority of crisis situations that may impact a cruise ship can be effectively addressed by trained officers and management. However, if an event taxes and overwhelms ship personnel, a Cruise Line Crisis Response Team can be deployed by the Institute to provide information, education and support to large groups of guests and employees. Smaller groups can be assembled and individual support can be provided during the early phases of traumatic exposure. Referrals can be made to mental health professionals when necessary. Finally, post critical incident seminars—for ongoing discussion, information and support can be offered during the months after the incident.
So you are thinking, “Why do we need this program?”
A seemingly mundane situation with a passenger can deteriorate quickly into an escalating incident ... which could lead to an assault and the need to restrain a passenger. For example, a male passenger boards the ship with his wife on embarkation day. The Security Officer is contacted by the cabin steward because the passenger is yelling and screaming outside his cabin. The Security Officer responds andobserves the person is extremely agitated—basically nothing has gone right for him this day. The Security Officer is trained in Cruise Line Crisis Response and recognizes that theremay beother causes for the passenger to “act out." The officer initiates a calm and reassuring conversation, connecting with the guest, grounding him with facts, supporting him with empathic communication. The guest continues to escalate his argumentative stance, describing a list of problems since the time he checked in.
During the conversation, it becomes apparent that the guest made no real threats, but felt that he had been mistreated and had concerns that could be addressed by the Front Office personnel. During the discussion, his wife slapped him on the back of his head and he turned around and hit her. The husband and wife are advised that they could be removed from the ship, at the Captain's discretion, and face charges for domestic battery. At the same time, the well-trained Security Officer is attempting to understand the underlying cause of the guest's agitation.
The guest finally agrees to meet with the Guest Relations Manager and sort out the problems. The Security Officer advises the passenger that he could not be aggressive or yell, or the conversation would end and the Security Officer would recommend that he be removed from the ship.
The guest meets with the Guest Relations Manager, and after acouple of minutes he was observed taking a pill which clearly resulted in the guest calming down and acting more rationally. Conversation revealed that the guest was taking medication for a mental illness, that he had forgotten to take his medication prior to embarkation, had eaten little and slept poorly. These factors collectively contributed to his acting-out behavior.
The Security Officer followed the basic steps of acute traumatic stress management and the first response hostage negotiation training program by calmly and methodically looking for the root cause of the guest's hostility. By maintaining a calm posture and assisting the individual in resolving the problem, there were no further incidents with this guest during the voyage. An alternative approach could easily have been an arrest by local authorities, resulting in potential for litigation and financial liability for wrongful detention.
Let’s consider another possible situation that could impact guests and employees on a wider scale. A rogue wave strikes a shipbroadside, causing the ship to heel over at a sharp angle resulting in passengers and materials flying across the rooms. There are numerous injuries.
The Captain calls all crew members to assist the guests and medical triage ensues. Injuries are treated and the Captain makes announcements updating everyone on the status of the assistance to the guests. Guest concerns are addressed by the Guest Relations Manager, and where necessary, additional medical treatment is afforded to those in need at the next port.
Putting yourself in the position of a guest, you appreciate the quick and necessary response by the Captain and crew. But you notice you are having difficulty sleeping and you are replaying in your mind the moments when the wave struck the ship, being thrown out of bed, and wondering if you could get up and make it to the lifeboat ... expecting an abandon ship scenario. After hearing the Captain's reassurance you are relieved momentarily, until you are in the hallway and see injuries inflicted on the guests. At this point the seriousness strikes home.
What is said to a passenger initially, at a time of crisis, is what remains in their minds after the crisis. It is imperative that in the same way we prepare to address the physical and safety needs of people, we must also address the “emotional hemorrhage.” Cruise ships must develop and implement a traumatic stress/crisis response protocol.
Some Final Thoughts
It is of utmost importance that we recognize that whatever happens on one cruise ship can adversely impact the entire cruise industry.
The Institute’s Cruise Line Crisis program meets the International Ship and Port Facility (ISPS) mandatory requirements and guidance for security training, to include security drills (role-playing scenarios) and exercises. And in line with the “The Cruise Vessel Security and Safety Act of 2009,” the program presents a proactive approach in preparing officers and management on cruise ships to be “on the same page” in the skillful use of crisis negotiation in dealing with crisis situations.
The acquisition of specific skills will facilitate interaction with difficult and challenging people. In the case of ship piracy, a major concern today, we know that the first law enforcement response is hostage negotiation. The first 15 to 45 minutesis a critical time period for setting a tone for the resolution of such a situation.
By having an understanding of the mindset of the hostile individual, practice in “active listening,” learning how to preserve an individual’s dignity by moving towards a “win-win” solution, and acquiring basic defusing techniques, ship personnel can have a “toolbox” to empower themselves and others in dealing with difficult situations. By providing practical, timely training for cruise ship officers and management we can increase safety awareness and, at the same time, reduce organizational liability.
We know that traumatic stress disables people, causes disease, precipitates mental disorders, leads to substance abuse and destroys relationships and families. Knowing how to respondduring a cruise ship crisis will ease emotional pain, keep people functioning and mitigate ongoing suffering. Trained and empowered cruise ship officers and management can have a profound impact in preventing future problems and litigation.
We must be prepared and be responsive.
The same principles being utilized by the Federal Bureau of Investigation, the U.S. Department of Homeland Security and the United Nations Department of Safety and Security are now available to the cruise line industry—taught by the men who trained these national and international organizations, Dr. Mark Lerner, Clinical Psychologist and President of the Institute for Traumatic Stress and Security Officer (SO) Vincent J. McNally, Ret. Unit Chief, FBI and Certified Ship Security Officer.
http://www.CruiseLineCRISIS.org
Vincent J. McNally, MPS, C.E.A.P. is a Ret. Unit Chief for FBI Employee Assistance Program, Ret. Special Agent for the FBI, Certified Ship Security Officer and President of Trauma Reduction Inc.
Mark D. Lerner, Ph.D. is a Clinical Psychologist, Author, Speaker and Traumatic Stress Consultant. He is the President of the Institute for Traumatic Stress, Inc. and an Expert Consultant for the Department of Safety & Security of the United Nations.