Last night I spent some time talking to a few dear friends calming them down, helping them to sanity check, and navigate evacuating the fires in SOCAL. Though they don't work in our industry, several of you have met these friends over the years. It reminded me of the principles that I keep in working incident response. I leaned on:
1. Being the most calm.
2. Being empathetic. It's ok for people to feel negative emotions, especially during events, I lean on understanding and channeling those emotions.
3. Assist in making action-oriented decisions smaller and more numerous. People, including you, make mistakes in responding to events, making decisions smaller and incremental gives people the opportunity to make smaller mistakes. In this case this meant asking questions about their driving, their speed, their gas situation, their fog lights, etc. Each of these are small decisions that can help people calm down and focus, as well as keep them safe.
4. Helping them avoid pitfalls.
5. Being honest. If I didn't know things I told them. If I knew things, I told them why (experience, news article, whatever).
I also follow a mantra of:
1. Manage safety first.
2. Manage convenience second.
3. Manage emotions third.
Getting folks to a safe spot is obvious, managing convenience to reduce the immediate challenges is important, but people often confuse this for the first priority. Knowing that it comes second enhances the first priority. Having emotions come last allows people to feel but also let's them know that their feelings don't influence what keeps them safe and what is most convenient. Always remember to communicate, even over communicate, your thoughts and focus on a mantra, your underlying focus is on their long-term well-being. Be flexible for people, but stringent on your principles.
I remind folks that this is what I do. For 20+ years now, helping folks in situations, at it's core, is what I do. In professional terms since Blaster and MyDoom. Over that time, it became ingrained in who I am. Let them know that you're honored you could be on the other end of the phone in that situation with them. You're there for it.
And lastly, maybe the most important. When everything is all said and done, whether it's a week, a month, whatever. Ask if they're ok. Over the years I've played virtually every role in industry in events (interim CISO, response commander, responder, SME, whatever), as I reflect on that, I recognize that these principles and steps have helped from all of those angles.
My heart goes out to everyone affected by the fires in SOCAL. Be safe and take care of each other.
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