Coping With Critical Incident Stress at Work PDF  | Print |  E-mail

Description: This document explains how critical incidents -- such as a violent, armed robbery; a "near miss" that almost costs workers their lives; or an on-the-job accident that injures, maims or kills a worker -- can affect the emotional well being of workers and their job performance. In a question-and-answer format, the document explains what a critical incident is, and how employers can help workers suffering from critical incident stress. A list of resources is provided for coping with critical incident stress at work. The document complements the video on the same topic, Aftermath: An Initial Response to Critical Incidents.

The following information can also be obtained as a printed pamphlet (reference number PH44) by contacting the Films and Posters Section of the WCB.

Introduction

A violent, armed robbery. A "near miss" that almost costs workers their lives. An intruder who threatens or intimidates staff. An on-the-job accident that injures, maims, or kills a worker. These are examples of "critical incidents" that may rock a workplace.

The tragic results of these incidents can have consequences that reach beyond those workers directly injured or shaken up. Workers who witnessed the incident, or who know the people involved, may suffer extreme emotional upsets. Workers may become distracted and unable to concentrate on work -- so much so that they pose a risk to the safety of themselves and others. Some workers may have feelings of anger, fear, or guilt. Others may feel responsible for the incident, or blame themselves for not doing more to prevent the incident or help the victims.

Because critical incidents may seriously affect the emotional well-being of workers, it's important employers respond to these incidents appropriately and effectively.

In a question-and-answer format, this document explains what a critical incident is, and how employers can help workers suffering from critical incident stress. This document also provides an outline for subsequent follow-up to a critical incident. Provided at the end of this page is a list of resources for coping with critical incident stress at work. The information in this document can be used to help deal with a critical incident or to prepare procedures in advance of an actual critical incident.

What is a critical incident?

A critical incident is a workplace event -- like an accident, injury, fatality or robbery -- that causes emotional or psychological trauma in people exposed to the incident directly, or even indirectly. It is a sudden, powerful event outside the range of normal experience -- and outside workers' control. A critical incident will often overwhelm a worker's ability to function in a normal way by causing strong emotional reactions.

What is critical incident stress?

People who experience a traumatic event may be left feeling upset and shaken. Some common reactions to a highly stressful event are:

  • Feeling jumpy, anxious, moody, or irritable

  • Having difficulty concentrating, making decisions, or thinking clearly

  • Having trouble going near the accident scene, or to places that trigger memories of the accident or incident.

  • Having trouble being around people

  • Having difficulty being alone

People may experience some or all of these reactions. These reactions are normal responses to stressful or abnormal events.

However, in some cases, people may feel overwhelmed and unable to cope with day-to-day demands. They may feel numb, shocked, abandoned, and helpless. Some workers may have trouble sleeping. Some may stay away from work. Workers' home lives and personal relationships may suffer -- workers may take their feelings of guilt, powerlessness, or anger out on their families. Some may withdraw, or turn to drugs and alcohol. In other cases, workers may suffer from nightmares or have flashbacks to the event -- often fearing the event will happen again.

After a critical incident, workers' feelings about their jobs and the workplace can be seriously affected. Workers may become disillusioned with their workplace if they believe that their problems are not being taken seriously, or that they are not being given adequate support.

The whole workplace suffers after a critical incident -- effects may include poor morale, decreased productivity, increased accidents and sick time, higher disability claims, and greater staff turnover.

What can an employer do if a critical incident occurs at the workplace?

Employers can effectively manage critical incidents with clear policies and procedures that centre on a humane, sensitive response to workers.

To reduce the intense reactions of workers to the incident, and assist them in returning to routine duties, employers should organize defusing and debriefing sessions, which are described later. Participation in these sessions by workers is always voluntary.

A critiquing session and an indepth corporate review of how a critical incident was handled should also be held, following the defusing and debriefing sessions. These steps will help ensure that adequate policies and emergency procedures are in place in the future. Critiquing sessions and corporate reviews are also described in more detail later.
 

The needs of those affected by a critical incident, and the availability of resources, may vary. In some cases, workers may receive both a defusing and debriefing session. In other cases, neither may occur, but the employer will hold a critiquing session and corporate review of the incident. In yet other cases, all four steps -- defusing and debriefing sessions, a critiquing session, and a corporate review -- will take place.

Employers should prepare for a critical incident now by reviewing how to respond to an emergency, before one actually occurs.


What is a defusing session?

A defusing session is a short, confidential, non-judgmental 30- to 45-minute group meeting of workers affected by the incident, and a specialist called a defuser. A defusing session should be held immediately or as soon as possible after the incident, because many workers may still be in shock, or numb from the incident. A defuser will explain to workers the physical, emotional, and mental reactions that they are -- or may soon be -- going through. The defuser also provides information on how workers should take care of their emotional and physical health and the resources that are available to workers who require more assistance.

A defusing session, quickly organized within a few of hours of the incident, helps workers deal with their emotions right away -- this reduces stress and tension. As a result, workers are more likely to return to work, ready to work, with less time off, and less turmoil.

It is essential that only experienced people who are specially trained conduct a defusing session.

What is a debriefing session?

A debriefing session is held soon after a defusing session, and is a confidential, non-judgmental discussion of the continuing effects of a traumatic incident on workers. The purpose of this group session is to alleviate the trauma of affected workers and speed up their recovery process. Debriefing focuses on the emotional well-being of the workers -- it does not attempt to find the cause of the accident or assign blame.

A debriefing session should be held soon after the initial shock of the incident has subsided, usually within 24 to 72 hours of the incident. Sessions held up to two weeks later have also proven to be effective. Debriefing sessions should be led by trained professionals who can guide strong emotions like guilt, sadness, or anger that workers may experience.

Defusing and debriefing sessions are not therapy and are not a substitute for therapy. Individuals requiring further support should be directed to a mental health professional.

What is a critiquing session?

In a critiquing session, employers, supervisors, and workers together review all aspects of the critical incident. The critiquing session aims to uncover deficiencies in the handling of the incident, and provide corrective solutions. A critiquing session should be held a few weeks after the incident and examine:

  • The way the incident was handled. (Who responded? How was First Aid notified?)

  •  How the incident could have been handled better. (Did help arrive quickly?) 

  • How the event could have been prevented. (Would better security have stopped the incident?) 

  • The effectiveness of the defusing and debriefing sessions, if held. (Did the defuser relate well to the workers?

  • Did the debriefer provide enough emotional support and information?) 

  • Related company policies. (Is there a contingency plan for emergencies?) 

  • Related safety regulations. (Was a safety regulation ignored?)

  • Related safe work procedures. (Was a current safe work procedure incomplete? Is a modified procedure needed?)

What is a corporate review of a critical incident?

Within 30 days of an incident, an employer should conduct a broad review of all the steps taken in response to the incident including:

  • First Aid. (How did first aid attendants perform?)

  • Emergency Procedures. (Do emergency procedures address this type of situation?)

  • Critical Incident Debriefing. (Are debriefers or defusers available on short notice?)

  • Accident Investigation. (Who investigates the accident?)

  • Corrective Responses. (What new policies or procedures will be put in place to prevent a similar incident from happening?)

  • Claims Management. (Are workers receiving adequate follow-up care while on a claim?)

The purpose of the corporate review is to assess:

  • The suitability of the company's procedures. (Are the procedures effective?)

  • How the company responded. (Is there room for improvement?)

  • Other corrective steps that should be put in place.

This review does not replace an accident investigation. A separate accident investigation must still be undertaken to determine the cause of the incident.


A critical incident at the workplace can be disturbing and even devastating, but swift intervention will minimize the impact on workers. By effectively managing a critical incident, an employer will help workers return to their regular routine.

© Copyright Workers' Compensation Board of British Columbia
Richmond, B.C., Canada.  1996.  All rights reserved.  http://www.wcb.bc.ca
This information may be freely distributed but cannot be altered in any way.
 

This page last modified: November 4, 1996.

 

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