Copyright 2004, 2005, Vali Hawkins Mitchell, Ph.D..
All rights reserved.
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form by any means, electronic, mechanical, photocopying, recording or otherwise , without prior permission of the Publisher.
No responsibility is assumed by the Publisher or Author for any injury and/or damage to persons or property as a matter of product liability, negligence or otherwise, or from any use or operation of any methods , products, instructions or ideas contained in the material herein.
Emotional Terrors in the Workplace: Protecting Your Business' Bottom Line does not supply clinical treatment information or complete medical, psychiatric, or counseling advice. Any advice or information that you may receive through this text is not a substitute for personal medical or mental health care. Emotional Terrors in the Workplace: Protecting Your Business' Bottom Line cannot and does not guarantee any of the information that you may receive through the text. Any information or links to web pages or other references are for your convenience, information, continuing education and contemplation, and the inclusion of the information does not imply any endorsement, guarantee, warranty, or representation of the quality or accuracy of the information, products, or services provided to you. If you require qualified information or support for a health or mental health condition it is strongly recommended that you contact your physician or licensed mental health professional for clinical care advice.
Case examples, characters , and stories provided in this book are based on interviews, discussions, consultations and reports from real persons and real events. Unless indicated otherwise, the names , professions , locations, situations, biographical and other details have been adjusted to preserve privacy and anonymity.
PUBLISHER :
Philip Jan Rothstein, FBCI
Rothstein Associates Inc.
The Rothstein Catalog On Service Level Management
4 Arapaho Rd.
Brookfield, Connecticut 06804-3104 U.S.A.
203.740.7444
203.740.7401 fax
www.rothstein.com
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info @rothstein.com
ABOUT THE PUBLISHER
ROTHSTEIN ASSOCIATES INC.
Brookfield, Connecticut USA
info@rothstein.com
www.rothstein.com
203.740.7400
888.ROTHSTEin (888.768.4783)
THE ROTHSTEIN CATALOG ON DISASTER RECOVERY
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THE ROTHSTEIN CATALOGS ON SERVICE LEVEL MANAGEMENT and DISASTER RECOVERY have served as these industries' principal resource for 1,000+ books, software tools, videos and research reports, since 1989.
They are divisions of Rothstein Associates Inc., an international management consultancy focused on crisis management, risk mitigation, disaster recovery, business continuity and service level management, since 1985.
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OTHER BOOKS AND RESOURCES FROM ROTHSTEIN ASSOCIATES INC .
www.rothstein.com
SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY
10th Edition, by Andrew Hiles
Now every IT services professional can have effective SLAs! SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR IT AND TECHNOLOGY brings together all of the critical elements needed to build a Service Level Agreement, with extensive templates, examples and tools. It reflects the combined expertise and SLA development experience from over 50 man- years of consulting effort.
THE COMPLETE GUIDE TO I.T. SERVICE LEVEL AGREEMENTS: MATCHING SERVICE QUALITY TO BUSINESS NEEDS
3rd Edition, by Andrew Hiles
Covering all aspects of Information Technology Service Level Agreements (SLAs), this essential manual is a step-by-step guide to designing, negotiating and implementing SLAs into your organization. It reviews the disadvantages and advantages, gives clear guidance on what types are appropriate, how to set up SLAs and to control them. An invaluable aid to IT managers, data center managers, computer services, systems and operations managers.
CREATING A CUSTOMER-FOCUSED HELP DESK: HOW TO WIN AND KEEP YOUR CUSTOMERS
by Andrew Hiles & Dr. Yvonne Gunn
This volume and the companion product, Help Desk Framework CD-ROM came about as a result of the authors' own practical experience in Help Desk operation and management and of hundreds of workshops the authors have conducted world-wide over the last fifteen years. It is intended to be a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization.
SERVICE LEVEL AGREEMENTS: A FRAMEWORK ON CD-ROM FOR SERVICE BUSINESSES
by Andrew Hiles
Brings together the critical elements needed to build a Service Level Agreement for service or supply businesses (non-technology focused), with extensive templates, examples and tools.
SERVICE LEVEL AGREEMENTS: WINNING A COMPETITIVE EDGE FOR SUPPORT & SUPPLY SERVICES
by Andrew Hiles
This book holds the key to creating enduring , satisfying and profitable relationships between customer and supplier. It shows how both internal and external services and supply can be aligned to meet business vision, mission, goals, critical success factors and key performance indicators. The techniques described will help you balance service cost against quality, leading to competitive advantage and business success. They can be applied to any industry, to any supply or support service. They have been used by leading companies internationally - and they work!
BUSINESS THREAT AND RISK ASSESSMENT CHECKLIST WITH CD-ROM
by Edmond D. Jones
This manual contains checklists that an individual or group may use to evaluate the threats and risks which may impact an organization's campus, facility or even specific departments within the organization. Each of the checklists shown in this manual and a cover page that may be used to assemble your own checklists are contained on the CD that accompanies this manual.
MORE BOOKS AND RESOURCES FROM ROTHSTEIN ASSOCIATES INC.
BCM FRAMEWORK CD-ROM
by Andrew Hiles
BCM Framework consists of a number of easily tailored modules that are selected from our database of client work from a combined total of over one hundred years of consultancy experience - modules that are hand picked as the most relevant to your own situation, culture, organization, equipment platform and infrastructure. It contains documents, examples, checklists and templates covering each of the Disaster Recovery Institute International's and Business Continuity Institute's ten disciplines, model project plans, questionnaires and Business Recovery Action Plans for with Organization Schematics and role descriptions, with some vital - and often forgotten - actions included. These are in MS Word , MS Excel and MS Project formats designed to be easily tailored to your organization's needs.
ENTERPRISE RISK ASSESSMENT AND BUSINESS IMPACT ANALYSIS: BEST PRACTICES
by Andrew Hiles
This book demystifies risk assessment. In a practical and pragmatic way, it covers many techniques and methods of risk and impact assessment with detailed, practical examples and checklists. It explains, in plain language, risk assessment methodologies used by a wide variety of industries and provides a comprehensive toolkit for risk assessment and business impact analysis.
AUDITING BUSINESS CONTINUITY: GLOBAL BEST PRACTICES
by Rolf von Roessing
"The work not only provides a general outline of how to conduct different types of audits but also reinforces their application by providing practical examples and advice to illustrate the step-by-step methodology, including contracts, reports and techniques. The practical application of the methodology enables the professional auditor and BCM practitioner to identify and illustrate the use of good BCM practice whilst demonstrating added value and business resilience." - Dr. David J. Smith, MBA LL.B(Hons), Chairman of the Business Continuity Institute, Education Committee
BUSINESS CONTINUITY AND HIPAA: BUSINESS CONTINUITY MANAGEMENT IN THE HEALTH CARE ENVIRONMENT
by James C. Barnes
Edited by Deborah Barnes, Philip Jan Rothstein, FBCI
This book examines business continuity planning as adapted to encompass the requirements of The Health Care Portability and Accountability Act of 1996, or HIPAA. We examine the typical business continuity planning model and highlight how the special requirements of HIPAA have shifted the emphasis. The layout of this book was designed to afford assistance, hints, and templates to the person charged with the task of implementing business continuity planning into a healthcare organization.
BUSINESS CONTINUITY PLANNING: A STEP-BY-STEP GUIDE WITH PLANNING FORMS ON CD-ROM (Third Edition)
by Kenneth L. Fulmer, CDRP
This popular book for those new to business continuity gives a step-by-step outline filled with precise instructions, risk and business impact analysis guidelines and forms for creating your basic business continuity blueprint. It serves as a workbook for those organizing a plan and as a guidebook for those responsible for implementation. Clear and complete, Business Continuity Planning will prove an invaluable resource and guide for managers, owners and planning coordinators. Endorsed by The Business Continuity Institute (BCI) and The Disaster Recovery Institute International (DRII).
DISASTER RECOVERY TESTING: EXERCISING YOUR CONTINGENCY PLAN
Philip Jan Rothstein, Editor
From this book, the contingency planner can understand more than just how to test: why to test, when to test (and not test) and the necessary participants and resources. Further, this book addresses some often-ignored, real-world considerations: the justification, politics and budgeting affecting recovery testing. By having multiple authors share their respective areas of expertise, it is hoped that this book will provide the reader with a comprehensive resource addressing the significant aspects of recovery testing.
BUSINESS CONTINUITY PROGRAM SELF-ASSESSMENT CHECKLIST WITH CD-ROM
by Edmond D. Jones
This book and companion CD-ROM contains a comprehensive set of questions assess the status of an organization's business continuity program. The questions may be used by a new or experienced business continuity planner to assess the overall program to determine those areas needing work. The same checklists can be used by internal or external audit or by others having a responsibility for evaluating an organization's business continuity program.
ABOUT THE AUTHOR
Vali Hawkins Mitchell , Ph.D., LMHC is a Licensed Mental Health Counselor and holds a Doctorate in Health Education. She consults nationally in the field of Emotional Continuity Management and has pioneered the development of this field ( www.emotionalcontinuitymanagement.com ). Two decades of disaster work ” in the shadow of Mount St. Helens, the Hanford Nuclear Site and the Umatilla Chemical Weapons Depot ” have provided her unique perspectives on the emotional nature of disaster planning.
Her assignments at numerous incidents include serving at the site of the World Trade Center attacks. She has served as co-clinical director of the Southeast Washington Critical Incident Stress Management team and is a member of the Disaster Services Human Resources System with the American Red Cross. Providing advanced trainings in trauma and disaster management, dispute resolution, critical-care health topics, and Emotional Terror in the workplace has kept her busy serving a wide range of industries and employees with a unique "been there, done that" style. The highest praise she has received has been from first responders who have recognized her contributions and style as authentic by pronouncing her "one of us."
Author of Dr. Vali's Survival Guide: Tips for the Journey and a series of children's books on Trauma Management and Dispute Resolution, Dr. Vali is also a Family Trauma Counselor providing services to hospitals , medical facilities, physicians, nurses, and families dealing with medical trauma. Co-owner of Inner Directions, LLP, she maintains a busy private counseling practice. ( www.DrVali.com )
Also active in the arts, she is the founder and Executive Director of the Kirsha Foundation ( www.Kirshafoundation.org ), a non-profit organization that provides free access to the arts for youth age birth to 26, and is co-owner of the Tri-Art Sculpture Gallery ( www.triartgallery.com ) with her business partner and husband David Mitchell. Currently living in Richland, Washington surrounded by a cherry orchard on the bank of the Yakima River, when she isn't kayaking or trying to save a tree in her yard that has become eagle habitat, she teaches workshops and consults with businesses using the methods outlined in this book.
Vali Hawkins Mitchell, Ph.D., LMHC
Inner Directions, LLP
2815 Van Giesen
Richland, WA 99354
509-942-0443
vali@owt.com
DEDICATION
Dedicated To All Noble Workplace Warriors Who Would,
At The End Of Their Long Day,
Rather Sing To Children
Than Scream At Them.
... And To My Granddaughters, Melanie Grace And Charity Faye, Who Make Me Want To Sing... And to Keep Working to Make More Money So I Can Buy Them Cool Stuff!
ACKNOWLEDGMENTS
Thank You to my Personal and Professional Continuity Team:
Robbie ( Kindness Drive-By And Introduction To Philip Rothstein ) Atabaigi
The American Red ( Yes, Vali Can Make A Sandwich And Be A Counselor ) Cross
Dan ( Knew I'd Really "Seen" Ground Zero And Not Just "Been There" ) Blasdel
Dr. B. Ed ( Suits Up And Shows Up Warrior ) Bohart
Mary ( FDNY Angel With Rose Petals ) Cole
Patti ( Caught My Heart After 9 “11) Courson
Janet (Somehow Always Finds Me) Davis
Sharon ( Boojum Tree ) Frizzell
Dr. Sheila ( Pair-A-Docs Conference ) Dunlop
Fire Department Of New ( Yes, Vali Does Know Where The Good Bagels Are ) York City
Victoria ( Integrity Matters ) Grayland
Floyd ( Get Some Red Bull And Keep Writing ) Ivy
Dr. Hal ( It's Only A Tornado !) Lanse
Dr. Al ( 36 Hours A Day ) Marcella
Ashley ( Karate And Research Expert ) Mitchell
The ( You People ) Mitchells And Cutters ( Especially Brad )
Deb ( We Can Do This ) Ticknor
Dr. Joe ( Oklahoma City Mentor ) Westerheide
Kirsha ( Died On A Different September 11th But Still Teaching Me Daughter ) Melanie
Kyrin ( Sparkly-Artist-Heart Daughter ) And Parris ( Poet-Heart ) Pack
Donna ( Sisterfriend-I-Can't-Do-It-Without -Ya Firefighter ) Wendling
David ( Fearless Editor, Computer-Hero, 9/11 Heart-Partner, Spiffy Husband ) Mitchell
And to:
My (Anonymous) Noble Clients
My Brave ( On The Promise Of Total Confidentiality ) Colleagues
Business Continuity ( BCI ) Institute
Disaster Recovery Institute ( DRII ) International
Disaster Recovery ( DRJ ) Journal
Sheila ( It's Edgy ) Kwiatek
Jim ( Great Preface and Vision ) Lukaszewski
And my deepest appreciation to Philip Jan ( Every Writer's Dream Of A Publisher and Editor Who Actually Read What I Wrote, Even The Poetic ) Rothstein
Finally ” to All Emotional ( You Know Who You Are ) Terrorists Who Inspire Me To Help The Good-Guys!