DR. MARK LERNER

Empowering People Through Challenging Times

Cruise ships

are cities within themselves with elaborate security measures to protect guests and employees. Add into the equation a rogue wave, an accident, 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.  

The Institute for Traumatic Stress, Inc. developed the first comprehensive crisis preparedness and response program for cruise lines.  The program’s

primary objectives are to:

        • ease emotional pain

        • keep people functioning

        • mitigate ongoing suffering, and

        • restore “human stability” on the vessel.

The same principles being utilized by the FBI, 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, Security Officer (S.O.) Vincent J. McNally and

Dr. Mark Lerner.

PROGRAM OVERVIEW

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 for the emergent needs of guests and employees. The following describes how this will be executed:

1. 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 Institute’s crisis preparedness program will provide attendees with the basic tenets of the FBI’s First Responder Crisis Negotiation Course and the Acute Traumatic Stress Management model used in training U.N. 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, this program will provide a realistic and effective response protocol 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. Attendees will:

    1.  Learn about the impact of a traumatic event and traumatic stress on

         individuals, groups and organizations.

    2.  Understand the roots of violent and aggressive behavior.

    3.  Identify risk factors associated with angry and violent individuals. 

    4.  Understand the dynamics of Crisis (Hostage) Negotiation.

    5.  Learn basic skills associated with Acute Traumatic Stress Management.

    6.  Develop safety skills and techniques for working with hostile or violent   

         individuals.

    7.  Learn how to deliver bad news.

    8.  Gain an understanding of why U.S. law enforcement (Customs,

         Homeland Security, USCG, FBI) interfaces with the cruise lines.

    9.  Learn about secondary victimization, “compassion fatigue,” and the

         importance of caring for oneself.

10. 10. Understand how inaction in the face of minor incidents could cause bad                                                                  
    

         publicity, loss of revenue, and even shutdown of the cruise industry.

2. Be Responsive:

The vast majority of crisis situations can be effectively addressed by trained officers and management. However, if an event taxes and overwhelms ship personnel, the Institute for Traumatic Stress will deploy a two-person team (i.e., SO McNally and

Dr. Lerner, when available) to provide the following assistance:

    1.  Acute Traumatic Stress Management—to address emergent needs.

    2.  Large group information, education and support for crew and guests.

    3.  Small group crisis support.

    4.  Referral to mental health providers.

    5.  Post critical incident seminar—for ongoing discussion and support, when                

         needed, months after the incident.

Why Cruise Lines Need This Program   

It is of utmost importance to recognize that whatever happens on one cruise ship

can adversely impact the entire cruise industry.

1. 1. The Institute’s 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 for Levels 1-4.

     

REQUIREMENT:  The ISPS Code provides guidance at Part B, Paragraph 13.4:

          “All other shipboard personnel should have sufficient knowledge of

           and be familiar with relevant provisions of the SSP (Ship Security Plan),

           including:

    (4) Recognition, on a non-discriminatory basis, of characteristics and   

          behavioral patterns of persons who are likely to threaten security.”

           “Although all ship personnel have a security responsibility, officers and                                        

           crew in a position of authority or with access to certain areas have a                

           higher degree of security responsibility and, consequently, should

           receive additional training so they can carryout those responsibilities.”

2.  The acquisition of specific skills will facilitate interaction with difficult and challenging people. For example, 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 will have a “toolbox” to empower themselves and others in dealing with a difficult confrontation.

3. Attendees will increase their safety awareness and, at the same time, organizational liability will be reduced. Communication, at the time of the crisis, will be emphasized.

4. In line with the “The Cruise Vessel Security and Safety Act of 2009” a proactive approach in preparing officers and management on the cruise ship to deal with crisis situations is to have all crew “on the same page” in the skillful use of Crisis Negotiation.  

5. 5.Upon completion of the course, all participants will receive a Certificate of
   

Participation by the Institute for Traumatic Stress.

How to Arrange for the Program

At this time, S.O. McNally and Dr. Lerner are providing all pre-crisis training and post-crisis response services for the Institute. For further information, please email the Institute at DrLerner@optonline.net or telephone (631) 673-3513.