Interview With Jim Burtles, "Coping With Crisis- A Counselor's Guide to the Restabilization Process"

Jim Burtles worked for several years as Principal				best solutions on imaginary events in the future.
Consultant with Safetynet PLC, where he taught				Through practicing in a safe, risk-free environment
business executives how to cope with, and plan				they are able to develop the confidence to face
for, minor emergencies, disasters and absolute				the future and what it may hold. They will feel
catastrophes ranging from a faulty air-conditioning				they are able to regain control of themselves and
system to the aftermath of major earthquakes				their emotions under stressful conditions. This
or terrorist attacks. In his current role, as a				completes the process and provides complete
Director of Total Continuity Management, he is				relief from their fears of the unknown. They can
now working with senior executives of				go out and face the world once more.
international corporations and government				Tyler: Will you tell us a little bit about how these
departments to help them develop complete				sessions are held? Do you do individual counseling,
emergency response plans and processes which				or group counseling for a business when they
include appropriate counseling and training				undergo this kind of event? If you are called in to
programs to cope with emergency situations.				deal with the aftermath of a crisis, what are the
Tyler: Welcome, Jim. I'm glad you could join me				steps that happen and how is it all organized?
today. To begin, tell me a little bit about how you				Jim: Tyler, I am sure you will appreciate that each
became involved in crisis management? Did you				situation has to be approached with an open mind
always intend to have a career in this field?				so there is no prescriptive way of responding to a
Jim: To be honest I was fortunate enough to				crisis. However, I can describe a typical response
have stumbled into crisis management. In other				for you.
words I didn't come to the subject with any				Obviously the first step is to ensure the event is
pre-conceived notions or prior knowledge. I was a				over, or under control, and everybody is safe
research engineer who had evolved into a				before we intervene. Health and safety is of
computer engineer with a reputation for rescuing				primary importance.
and restoring equipment after disastrous events				Where it is practical, I prefer to start the process
such as lightning strikes, floods and fires. Mostly it				with what I like to call an opportunity meeting
was a matter of thinking on one's feet under				which is a lightweight form of group counseling.
strange circumstances or making it up as you				Working with business units or departments of
went along. I suppose I could claim I was				people who are familiar with each other and who
self-taught because there was usually no-one else				share the same accommodation, we explain how
to turn to.				it is perfectly natural to experience some reaction
Somehow I managed to get a reputation for				to such an event and that we are there to help
performing well under pressure; consequently I				them to learn to deal with these reactions. Then
was wheeled in whenever there was a major				we ask each of them to describe what happened.
incident and so I began to establish myself as a				During this session we watch for any signs of
specialist in what we used to call disaster				special needs amongst the participants. If we spot
recovery work. As time went on I became more				someone who appears to need extra help, we
interested in the bigger picture which meant				deal with them off-line after the meeting.
dealing with the people.				At the end of this meeting, we offer everybody
However the irregular and unsociable hours of this				the opportunity to speak directly to a counselor in
type of work led to a broken marriage and some				private. We also offer them the opportunity to
serious personal problems. These were resolved				attend further similar meetings where we will
by an ad-hoc mixture of acupuncture and				continue with the Restabilization process.
counseling. This caused me to realize how the				If the event has not revealed or produced any
incidents I was called to were capable of				severe symptoms amongst the group we can
producing traumatized or disturbed people.				usually continue to work with them as a group.
(Including me perhaps, although I am not sure I				Apart from speeding up the process, this
would have been prepared to admit this at the				approach has the advantage of sharing their ideas,
time).				thoughts and concerns. This has a powerful
I was already beginning to think of moving away				bonding effect so we end up with a better team
from the transient technical-based issues to the				spirit than before the event.
rather more durable people-based issues. There				Often, the event has only had a direct effect on
were operational, management, procedural and				one or two individuals. In this case, we offer the
personal perspectives to every major incident and				victims the opportunity to have an interview with
I wanted to make a contribution.				a counselor. During the interview, assuming they
Soon I found myself taking responsibility for what				turn up, we describe the Restabilization process to
you might call the crisis management aspects of				them and offer them the chance to try it. If they
what was happening around me. Once again, I				want to go ahead we can start the first session
found people looking to me for help and support				straight away or arrange an appointment. Usually,
which I willingly gave. I hadn't followed any				they like to get started straight away.
particular career path but apparently I had arrived				Irrespective of the number of people involved, or
at a destination where I was both welcome and				the choice of group or individual counseling, we
comfortable.				always explain that Restabilization involves four
Tyler: That's fascinating, Jim, especially because				meetings or sessions which will be completed over
you used your own "traumatic" experiences to				the next couple of days. I think it is important to
help others. Looking back now, do you wish your				dispel the idea that they might be attending
journey to where you are today had been				counseling sessions for weeks or months on end.
different, or do you feel grateful for even the				Usually, when I am called in to deal with one of
bad because of where it has led you?				my regular clients the staff will already be aware
Jim: I take full responsibility for what has				of the fact that we are able to offer
happened to me over the years and I am happy				Restabilization and they will have a rough idea of
to be where I am, with what I have. At the end				what is entailed. Making people aware of the plans
of the day, whatever happened to me was				and their implications is all part of the normal
because I willingly exposed myself to the				business continuity management process. In many
opportunities and the attendant risks. My father				instances the first session will have been
always used to say, "If you don't play the game,				conducted by the manager of the department in
you can't win. If you don't take chances, you				the form of a de-briefing session. When I arrive I
won't win." I believe there is always someone				simply continue what has been started until we
who has bigger problems than mine, so I am				reach the end point of the first or Recap session.
relatively lucky. I also believe you can only get out				I like to schedule the second session within a few
of life what you are willing to put in. In other				hours of the first one-later that same day in
words, helping others paves the way for				most cases. Each session takes between half an
someone to help you. At the end of the day,				hour and an hour on average and I feel they need
there is no profit for those who don't invest.				to have a couple of hours between sessions
Tyler: The subtitle of "Coping with Crisis" is "A				before they are ready to return to dealing with
Counselor's Guide to the Restabilization Process."				their feelings. Usually we are finished within 48
Who are you referring to as a counselor? Does				hours, or even less sometimes. It is not a lengthy
the book apply to school counselors, counselors in				process, but it is very effective.
the workplace, or any type of counselor, or is the				Tyler: Jim, are you ever called in to deal with the
book more specific?				aftermath of a crisis when you feel it is too late
Jim: My original intention was to provide guidance				to be effective, or have you counseled people
for counselors in the workplace. However the				who did not get the help they needed following a
Restabilization Process can be applied in almost				crisis so they now have to deal with
any situation where the client, or the victim, has				post-traumatic stress disorder?
been subjected to an unpleasant experience. I				Jim: I wouldn't say I have ever been called in
believe the counseling techniques, guidelines and				when it is too late to be effective; although there
the training drills which are designed to support				have been occasions where someone has
the correct delivery of the method will prove to				suffered unnecessarily due to ignorance or
be of interest and benefit to anyone who				oversight on somebody's part. Although my
contemplates counseling of any sort under any				treatment has not been subjected to a formal
circumstances.				clinical trial, I am inclined to believe the process is
Tyler: I understand the company you worked for,				an effective one that will produce a positive result
Safety-Net, wanted to focus on computer related				at any time. The first two steps might take a
issues, but your focus grew to the effects of				little longer and require more patience but I am
disasters on personnel and the entire business				sure we would get there in the end. Remember,
environment. Why can't you just focus on the				each session has a definite and recognizable end
actual technology issues?				point which means we keep digging until we hit
Jim: At the end of the day technology is only				pay-dirt and then we stop to enjoy the benefits
there to support the business and the personnel				for a while.
who work there. If we were simply to focus on				Because counseling is not my primary line of
fixing the technology we could end up with a fully				business, I do not get called in to deal with people
functional office from a technical point of view,				who have had time to develop PTSD which, as
but there would be nobody there to make use of				you probably know, does not kick in until several
it. It would be more like a museum than a place				weeks after the traumatic event itself. These
of business. Continuity of the business operation is				people are usually referred to someone who
what counts and technology is only one of the				specializes in counseling or psychotherapy.
support tools that enable profitable business to be				Tyler: Have you had any experiences dealing with
conducted. Skills or competence, information and				the government or the military or veterans of
resources are necessary to sustain any				wars?
community, business or otherwise.				Jim: Whilst I have considerable experience of
Tyler: I understand you have dealt with direct				dealing with government in a business continuity
exposure to dozens of real-life disasters, almost a				context, I have no experience of dealing with
hundred emergencies, and countless problem				them as a counselor. As regards the veterans of
situations. Would you tell us about the most				warfare I have no experience whatsoever. TIR
memorable of these situations for you?				would seem to be the only type of treatment
Jim: Because I've always talked it through I don't				that might be able to help people who have been
have any particularly haunting memories so that				subjected to the horrors of military service.
makes it difficult to choose one. Nevertheless, I				Tyler: Are there different types of strategies or
do have rather clear memories of one or two				counseling appropriate for different situations such
which particularly touched me at the time.				as a hurricane where people lose their homes
Some years ago one of our customers, a Turkish				versus a bank robbery?
bank, was subjected to an attack by a suicidal				Jim: From an individual's purely self-centered point
arsonist who drenched himself in petrol and then				of view, the only difference between these
set fire to himself. This set off the fire alarm and				tragedies is the sheer scale of the event. Larger
the security system causing the sprinklers to go				numbers don't necessarily alter personal needs or
off and shutting down their power supply. As a				reactions. Each victim sees the ill-fated event
result, two of the cashiers were left in total				from his or her own perspective and background
darkness, drenched and shivering inside a locked				that causes him to respond accordingly. If his
room.				response was ideal there is no problem; if his
Tyler: What was involved in coping with this crisis				response was less than idea,l then we need to
and getting it resolved?				help him to understand what happened and how
Jim: The emergency services arrived within a few				he reacted before encouraging him to invent and
minutes, and they quickly put out the fire and				explore better solutions.
released the imprisoned staff. The arsonist was				In the context of "Coping with Crisis", I don't think
taken away in an ambulance but was pronounced				a hurricane is much different than a bank robbery,
dead on arrival at the hospital.				a car crash or a forest fire; at a personal level,
Fortunately the bank had a disaster recovery				the mental processes and reactions are the same.
contract so all of its business was transferred to				Or, at least the results are very similar.
an alternate location within 24 hours where it				Tyler: Jim, what made you decide to write
remained for about four weeks. The premises				"Coping with Crisis"?
had to be repaired, cleaned and decontaminated				Jim: Documenting my thoughts and experiences
before anyone could return to work there.				was originally part of the development process.
The two cashiers who had been trapped together				Before entering into a counseling session with
in a locked room required several hours of trauma				anyone, I always felt it was necessary to have a
counseling before they felt ready to return to				game plan; so writing things down became a
work in what for them had come to be a				natural part of the evolution of my counseling
dangerous place.				technique. I felt I needed to have a robust and
From a business perspective, much of the effort				effective counseling technique because I came
involved in coping with this event was the				across so many victims of circumstance in my
thoughtful upfront preparation. This meant the				work as a disaster recovery specialist.
workload could be redirected whilst the repairs				Eventually, I reached a point where I had a
and refurbishment were being carried out. The				precise method which I felt was a useful tool that
two cashiers were replaced temporarily by				could be taught to others. A book was a natural
employees from another branch for a few days				outcome of this thinking; it was a kind of thesis
and all employees were given a week's special				setting out my thoughts on the subject.
leave before returning to their normal place of				Tyler: I know you are also the author of
work. They were also given the choice of				"Principles and Practices of Business Continuity."
changing their place of work although nobody				Will you tell us a little bit about that book and how
took up that option.				"Coping with Crisis" is different from it?
Tyler: I understand you now deal with business				Jim: With a wealth of experience behind me and
executives in helping them plan for disasters. Have				retirement lurking somewhere in the foreground, I
you found that most companies are pro-active in				felt it was time for me to pass on some of my
preparing for disasters, or do you think most				knowledge and ideas to those who will succeed
companies need to give more forethought to the				me. In particular, I felt it might be useful to the
potentials that could disrupt their business?				students who attend some of my training
Jim: Companies that operate in the financial sector				courses. It covers a wide spectrum of skills and
tend to be pro-active in this regard; partly				areas of interest including regulations, standards
because they can see the sense but mostly				and codes of practice from around the world.
because their regulators require them to be able				"Principles and Practice of Business Continuity"
to prove they are resilient. In most other				sets out the theory behind the practice and
branches of commerce only about half of the				covers a wide range of specialized skills that are
businesses have bothered to do much about				necessary to ensure resilience in almost any type
planning for the unexpected. Generally speaking, it				of organization. In short, it represents a lifetime's
is the market leaders who tend to be the most				work of innovation, discovery and practical
prudent in this respect, but I suppose that is only				experience. It offers the reader a broad
to be expected.				understanding of the complete panorama of
Tyler: Even in the best planned out situations,				business continuity management and includes a
what sorts of problems have you seen arise that				comprehensive toolkit for a wide range of
may be unexpected?				activities.
Jim: Of course, it is almost always the unexpected				"Coping with Crisis" on the other hand focuses on
that catches us out. That goes without saying,				one particular aspect that is covered in depth. It is
but there have been some rather strange causes				aimed at the specialist who is prepared to help
over the years. A mouse sleeping in the power				others through difficult times.
supply produced the short circuit that brought a				Tyler: Jim, what makes "Coping with Crisis" stand
large computer to a standstill.				out from other counseling advice that is available
There was the mystery of the fire extinguishers				to the public?
that did not work. Apparently these CO²				Jim: First and foremost it is based upon long-term
fire extinguishers were empty because they had				practical experience in a relatively narrow field
been used to make cold drinks during a hot				although the concepts may prove to be useful in
summer spell.				other similar fields. I have a pragmatic rather than
In the middle of a training course, a pheasant flew				a clinical or academic background so the writing
through the window scattering glass everywhere				style is relatively simple and easy to understand.
and creating mayhem. Training was suspended on				Restabilization requires a 'muzzled' counseling
Health and Safety grounds until the room was				approach where evaluation, emotion and
cleaned up and the window replaced.				comment are excluded. It requires a great deal of
Tyler: Jim, you must constantly be surprised by				practice before a counselor can follow this
stories of disaster in the news, from wildfires to				approach rigorously. "Coping with Crisis" describes
Hurricane Katrina to the September 11 attacks.				a set of drills for developing the distinctive
What are your feelings about these types of				communication skills which are needed to support
events and how they are handled, and what could				the process. The section on guidelines for
the government or other agencies do better?				counselors provides invaluable advice for those
Jim: In my line of work we expect the				who might wish to consider working in this field.
unexpected and so these events aren't really a				The training drills together with the guidelines are
complete surprise. They obviously vary in detail				likely to improve the performance of any
and scale, but the effects are fairly predictable				counselor. They will ensure consistent results
and it is the effects we have to deal with.				through the enhancement of the basic technique
Without being too specific, I would suggest some				that is controlled dialogue with the client.
governments and their agencies do seem to				Tyler: Jim, I imagine helping others cope with a
respond better than others. Behind the scenes				crisis can be very stressful for you. Now that you
there are often restraints imposed upon them				know so much about counseling, what do you do
such as lack of support, resources, training,				for yourself to protect yourself from being
information and funding. Sometimes the restraints				overwhelmed or stressed?
stifle the response leading to apparent				Jim: Whilst I agree that helping others can be
incompetence. At other times they manage to				stressful, I have not suffered from this problem
deal with everything that is thrown at them				so far. There are probably two main reasons for
despite a few inadequacies. For every event thar				this. Firstly, I am not engaged in counseling on a
hits the news, there are probably a dozen others				full time basis, so I have plenty of time to
being prevented or managed without any fuss or				recover between bouts, so to speak. In any case,
long term consequences. As you are probably				my wife and I both have regular counseling as a
aware, good news doesn't travel well.				matter of routine to help us sort out any little
However, the biggest hurdle would seem to be				domestic or personal issues which may crop up
co-operation and information sharing, especially				from time to time. She talks about it as 'cleaning
prior to the event. Better liaison might lead to a				out the mental cobwebs.' On average, I suppose
prompter and more suitable response which would				we have about two or three sessions a year.
probably reduce both the cost and the extent of				My second reason for remaining sane is through
the suffering.				the impersonal style of counseling I use. In
Tyler: Of course, the people are the most				Restabilization, one remains focused on the client
important to help during a crisis. Your book talks				rather than on the events they are describing; we
about the indicators of stress. What signs are				do not get into sympathetic or other emotional
there that a person is in need of help during or				attachments to the client or their problems. If
following a crisis?				counselors remain disciplined and uninvolved, they
Jim: Most people will find it difficult to remain				are able to remain effective; avoiding
focused on the job in hand; their powers of				transference of emotions and demonstrating to
concentration will be reduced. Some of their				the client that it is perfectly possible to retain
attention will be drawn inevitably towards thinking				control of one's self and one's emotions at all
about what happened and the effect it had upon				times. In this way one can become a role model
them and their surroundings. This makes them				rather than a fellow sufferer. After all, they are
more error-prone and, perhaps, less inclined to				seeking help not sympathy. A sympathetic
take on the extra responsibility implicit in bringing				approach tends to reinforce or even exaggerate
the business back up to speed. This is a kind of				their problems, whereas we should be encouraging
'mental exit' that can also lead to an actual				them to find solutions.
physical exit. Often people find, or invent, reasons				My backstop is a loyal and understanding wife
to leave once they have discovered that their				who is always prepared to talk things through no
place of work can be dangerous or				matter what kind of a day I have had.
uncomfortable.				It is also worth bearing in mind that I am usually
Some individuals may show distinct symptoms of				dealing with victims of a single unpleasant
nervousness or find it difficult to relax and sleep				experience rather than those who have been
at night.				thoroughly messed up by a regime of abuse or
On the other hand there may be one or two who				some longstanding painful situation. The treatment
feel stronger as a result of facing up to and				is relatively short and sharp; leading toward a
coping with a difficult situation. For them it will				positive result, and it is that final positive result
have been a positive experience, full of				both the client and I take away with us. Because
excitement and interesting possibilities.				the work is successful, it is satisfying and
Tyler: Your book discusses the "restablization				rewarding rather than disturbing or depressing.
method" in four steps. Would you please tell us				Tyler: What kinds of responses have you
what that re-stabilization method is?				received so far to "Coping with Crisis" and to the
Jim: Beforehand there will have been a trigger				methods that you've used for dealing with
event that has become the basis of some				traumatic situations?
discomfort. The first step is a Recap session in				Jim: To be honest, I have been quite flattered by
which people are asked to describe what				some of the comments I have received. One
happened from their perspectives and to explore				young student said they were thinking of changing
their reactions. The process of recalling and talking				their career as a result of reading my book.
about the event and their responses to it will bring				Some professional counselors have told me it
some relief and prepare them for the next step.				made 'interesting reading'; suggesting it may have
The second step is a Review session where				influenced their approach to this type of work.
people are asked to look at the appropriateness				One went so far as to say they were adopting
of their reactions. During this session they will				my methods as a better way of dealing with
come to appreciate that they have a choice				clients who were presenting a single specific
about how they react. This is an important				experience as the cause of their difficulties.
moment; they have a cognition. In other words				Others have described it as 'well presented and
they begin to understand the effects and how				easy to read' and 'full of good sense.' Generally
they occurred. This brings further relief because				speaking, the feedback has been quite positive.
they realize there may be better solutions				Tyler: Before we go, Jim, will you tell our readers
available.				where they can purchase a copy of "Coping with
The third step is a Repair session where they are				Crisis" or get more information about your book?
asked to analyze what happened and how they				Jim: The easiest place to find out about "Coping
responded before looking at some of the				with Crisis" is at the publisher's website: -
alternative solutions. Once they have explored and				Tyler: Thank you for joining me, Jim. I hope your
compared the alternatives they will recognize that				book just enhances the important work you've
there are better solutions and the choice is theirs.				been accomplishing.
Again, they will experience a sense of relief				Today, Tyler R. Tichelaar of Reader Views is
because they have now identified the better				excited to be joined by Jim Burtles, author of
solutions including, perhaps, the best solution.				"Coping with Crisis: A Counselor's Guide to the
The fourth and final step is a Reinforce session				Restabilization Process," Loving Healing Press
where they are asked to practice these better or				(2007), ISBN 9781932690415.

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Interview With Jim Burtles, "Coping With Crisis- A Counselor's Guide to the Restabilization Process"

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