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Leadership in Time of Crisis: The Human Factor

Leadership in Time of Crisis: The Human Factor. More than a Job. There is no greater honor and no greater responsibility than to be there on the worst day of someone’s life. We must do it well. Why?. It’s the right thing to do. Do the right thing and it’s good for business. Litigation

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Leadership in Time of Crisis: The Human Factor

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  1. Leadership in Time of Crisis: The Human Factor

  2. More than a Job There is no greater honor and no greater responsibility than to be there on the worst day of someone’s life. We must do it well.

  3. Why? • It’s the right thing to do. • Do the right thing and it’s good for business. • Litigation • Ongoing coordination with the family • Message sent to staff • Reputational risk within the community and marketplace • Return to productivity

  4. Business Continuity and Recovery There is no business recovery without people who: • Are healthy enough to return to work and be productive • Are assured enough of their safety to not feel afraid to return to work • Have had their trust in the leadership established so that they desire to return to work • Have had their loyalty rewarded so they remain employees over the short haul and the long haul

  5. The High Cost of Workplace Tragedy Human and Financial Costs Employer Concerns • Fulfilling Duty to provide a safe workplace • Protecting Brand & Other Assets • Assuring Public that they are safe • Responding to Regulatory Agencies • Identifying Cause and taking action • Resuming Operation ASAP due to Productivity Pressures • Controlling Losses • Demonstrating Care for their Employees

  6. Physiological/Neurological Response Fight! Flight! Freeze!

  7. World View Self-View

  8. Self-View Predicts Outcome • Darn! Wrong place. Wrong Time vs. They picked me because I’m weak. • Whew! Grateful to be alive vs. This kind of stuff always happens to me. • Normal reaction to an abnormal event vs. I’m a weak wimp.

  9. My View of My Employer Predicts Outcome • We are the Hokies vs. We are the Victims • This company cares about me vs. I’m just a number. • My boss knows her stuff vs. My boss is clueless.

  10. Believe in Resilience Sources: Ursano, 2002; Institute of Medicine, 2003 Fear and Distress Response Behavior Change Psychiatric Illness

  11. Insurance Claims Handling Values the Impact of Immediate Response • Recent studies show a significant increase in total claims cost on claims reported late. When comparing the average claim cost to claims reported late (4 days or more), costs were from 30%-40% more than claims reportedly timely. Each week of delay results in about a 10% increase in costs. Liberty Mutual reported: Report Lag Impact on Average Claim Costs 4-7 days 3% 8-14 days 6% 15-21 days 15% 22-28 days 26% 29+ days > 40% *Based on Liberty Mutual Group data Reporting Workers’ Compensation Claims – 2011 – Article 1

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