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We Had an Accident... What Now? | Applying Human & Organizational Performance (HOP)
- The HOP Nerd LLC
- Apr 23
- 5 min read
Tired of just talking about Human & Organizational Performance concepts and ready to actually do something? This series delivers concrete actions to operationalize HOP in real life...
So, If you've ever asked "Okay, I get the theory... What Now?", tune in as Sam guides you through the real steps where HOP meets reality.
On Today's episode, Sam asks: We Had an Accident... What Now?
We've all felt that surge of adrenaline when something goes wrong – a system failure, a safety event, an unexpected operational hiccup, an unintended operational surprise... The immediate impulse is often to react, to panic, to freak out, to meltdown, to "show people we mean business," to jump in, fix things (right now!), and usually to try to find someone to blame! But reacting under pressure can lead to missed steps and unintended consequences.
What if there was a more structured way to move from REACT to RESPOND? A way to ensure you are responding with care, prioritizing learning, and to make sure you are taking the right actions, in the right order, even when things are chaotic?
That's where the Pause + CSCL framework comes in: Care, Stabilize, Communicate, Learn (CSCL). It's a simple framework designed to guide leaders through the critical first moments and hours, focusing on deliberately responding (rather than emotionally reacting) after and event.
Download the Framework
Here’s your action guide:
Step 1: PAUSE
Move from react to respond. How can my response best demonstrate care for everyone involved and prioritize learning?
Action: Acknowledge & Breathe. Say it out loud, even just to yourself: "Okay, that just happened." Take a deliberate breath and center yourself.
Bonus Action: Practice 4-7-8 Breathing.
That deliberate pause is the perfect time to use a simple tool to regulate your own nervous system: the 4-7-8 breathing technique.
Why it Helps: When stressed, your body triggers the 'fight-or-flight' (sympathetic nervous system) response. The 4-7-8 technique helps activate the opposite: the 'rest-and-digest' (parasympathetic) system. This simple act helps slow your heart rate, lower blood pressure, and interrupt the stress cycle, allowing for clearer thinking.
How to Do It:
Practice When Calm: Like any skill, this works best when practiced. Try doing 4 cycles, maybe twice a day, when things aren't stressful. This builds the 'muscle memory' so it's readily available and more effective when you actually need it. (Note: You might feel slightly lightheaded at first; this is normal and usually passes).
Action: Take "Think Time". Step away, even briefly, to process. This is vital.
Action: Make Your First Word Curious Words. Your first words set the tone. Aim for open curiosity, not judgment. Practice phrases like: "Okay, tell me more," "Help me understand what happened," or "Walk me through it."
Action: Identify Known Facts. Ask: "What do we actually know for sure, right this second?" Stick to hard facts, no guessing.
Step 2: CARE
Check on the humans. Are we caring for all involved?
Action: Check for Injuries & Ensure Care. Ask: "Do we have injured people? If so, who is getting them the care they need?"
Action: Identify Others Affected. Ask: "Who else might be affected or shaken up?" Think beyond the obvious: witnesses, location staff, responders. These people are easy to overlook.
Action: Provide Immediate Support. Ask: "How can we give them immediate support?" Can we point them to practical help quickly, like EAP info or deploy onsite resources?
Step 3: STABILIZE
Our people are being cared for. What's our current operational condition?
Action: Assess Safety & Stability. Ask: "Are our operations safe, stable, and secure?"
Action: Plan for Stability. If not, ask: "How can we make them safe, stable, and secure?" Consider both short-term containment and full restoration.
Action: Assign Responsibility. Ask: "Who is responsible for doing that?"
Action: Provide Support. Ask: "Are we supporting them with resources, people, etc., to do that effectively?"
Step 4: COMMUNICATE
We have cared for our people and stabilized the situation. Who needs immediate factual information?
Action: Identify Internal Need-to-Know. Ask: "Who inside the organization needs to know, now?"
Action: Identify External Need-to-Know & Communicators. Ask: "Do we need to share this with family members, external stakeholders, or regulators? If so, who are the most appropriate people to do that?"
Action: Determine Public Communication Needs & Communicators. Ask: "Do we need to communicate this event to the public? If so, who are the most appropriate people to do that?"
Action: Plan Broader Communication. Ask: "What is the best way to share this information with the rest of the organization?" And "How will we communicate updates, learnings, and improvements over time?"
Step 5: LEARN
What basic information do we need to gather? What is the best way to learn deeply from this event?
Action: Identify Immediate Info Needs. Ask: "What information do we need to gather right now?"
Action: Assign Responsibility. Ask: "Who is responsible for doing that?"
Action: Provide Support. Ask: "Are we supporting them with resources, people, etc., to do that effectively?"
Action: Plan for Deeper Learning. Ask: "After the dust settles, what's the best way to learn deeply from this event?" Consider options like Quick Huddles/Debriefs, Learning Teams, Learning Reviews, or a combination.
React --> Respond
Using the CSCL framework helps ensure a thoughtful, structured response. It guides you to prioritize care, stabilize operations, communicate clearly, and set the stage for valuable learning - allowing you to answer our first question: How can my response best demonstrate care for everyone involved and prioritize learning?
Get in touch with Sam Goodman
+1 480-521-5893
About Sam Goodman
Sam Goodman is the founder and independent Human and Organizational Performance practitioner of The HOP Nerd LLC. He is the creator of Starting Points Operationally Curious Questions, a simple and easy way to begin pre-event learning. He has also authored multiple books focused on Human & Organizational Performance, the safety of work, and the safety profession, such as "Aren't You Curious? The Operationally Curious Leader," "10 Ideas to Make Safety Suck Less," Safety Sucks," and more. Sam is also the host and producer of The HOP Nerd Podcast. He is an experienced safety and HOP practitioner, accomplished author, passionate speaker, and respected consultant and coach.
Sam brings extensive, hands-on HOP experience from a wide array of sectors, including commercial nuclear generation, utilities, construction, manufacturing, energy, healthcare, and transportation. He has partnered with numerous organizations, guiding them in the practical application and integration of HOP methods. His impact is demonstrated through initiatives like the 'Starting Points' card deck, which alone has reached hundreds of organizations, deploying thousands upon thousands of decks to facilitate learning. Whether you're just starting or looking to deepen your HOP implementation, Sam possesses the flexibility, passion, and expertise to guide your organization's journey.
Sam offers the flexibility, passion, and know-how to help your organization begin, or go further on its HOP journey.
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