CU-Bsc TTM-Loss & Prevention in Hospitality Management-Completed SLM (1)

death will be broadcast over the entire hotel communications network. The front desk or switchboard will notify the police and the hotel’s security department. Remember, the guest is dead, speed is not necessarily of the essence here, but discretion is. It is imperative to share word of a guest’s death only to those individuals who need to respond or notify the authorities. The next step is to exit and secure the guestroom or immediate area. This means leaving the guestroom, locking the door, and awaiting the arrival of hotel management and the police. To preserve the area for investigation and to secure the decedent’s valuables, it is critical that no single employee be left alone in the area where the death occurred. Once Management arrives, the employee who discovered the body should explain how and when they found the body, what steps they undertook to ascertain the guest was no longer alive, anything else they noticed, and what items in the guestroom or general area they touched. Have a manager escort the employee to a secure location and wait with them to gather their composure and await questioning by police. Have a front desk agent or security officer stationed in the lobby to meet responding police and escort them to the location of the guest’s body. No employee or manager should re-enter the guestroom or area of the body until police arrive, unless there is sufficient reason to believe that an unattended baby or child is still located in the room. At this point it is the hotel’s primary responsibility to secure the location. Hopefully, this will enable the authorities to contact the decedent’s next of kin. Have Engineering remove from general service one elevator for exclusive use by police and the coroner. This elevator should be large enough to accommodate a stretcher so the body may be removed from the hotel. With the assistance of the police, hotel security should inventory all personal items of the decedent found in the guestroom. If the authorities remove the decedent’s property, request that the hotel be issued a receipt for all items removed. This will protect the hotel from potential theft claims levied by the decedent’s next of kin. If the police or coroner does not remove the guest’s personal property, it is the hotel’s responsibility to do so and safeguard it. Do not remove the decedent’s property until the police or coroner approve. Once approval is granted, safeguard all of the decedent’s property until it can be returned to the person authorized to receive it. This would normally be the duly appointed executor or administrator of the decedent’s estate. Items of high value should be placed in a safe or safe deposit box. Before delivering the decedent’s property to any person, the hotel should request a certificate from the Surrogate’s Court certifying that an executor or administrator of the decedent’s estate has been appointed. To avoid incurring any liability, the hotel must only deliver the decedent’s property to this 151

authorized person. The hotel should retain a copy of the certificate and obtain a detailed receipt when delivering the property. Finally, to avoid the hotel from incurring state estate tax, prior to delivering a decedent’s property the hotel should obtain a tax waiver from the state taxation authorities, even if the deceased guest was a nonresident of the state the hotel is located. Death from suicide It is an unfortunate fact that many individuals who opt to commit suicide choose a hotel as the setting for their life-ending action. The propensity for suicides in hotels is derived from many factors. High-rise hotels with atrium-style lobbies, guestrooms with windows that open, and hotel balconies make a lodging property an inviting venue for those who choose to jump to their death. It’s quick, it’s painless, and someone else will have to clean up the mess. For guests that choose less messy means of suicide, such as drug or sleeping pill overdose, or self-arranged strangulation, the appeal is that it is quiet, clean, and someone other than the deceased guest’s family or friends will find the body and be forced to deal with the situation. Undoubtedly, potential suicide victims rationalize that this will reduce the trauma experienced by their loved ones. From an operations perspective, the hotel response when finding a suicide victim is only slightly different than when coming upon a guest who has passed away due to natural causes or illness. The first priority is to ascertain the guest has expired with no hope of resuscitation. If revival is a possibility, contact the front desk or switchboard using the most expedient means and have them call 108 or the police/emergency response authorities immediately. Engage in CPR or appropriate first aid measures until emergency services arrive. If it appears that the guest has been expired for a considerable time and you are certain that revival is impossible, do not remain in the guestroom or area. After notifying the front desk or switchboard on the guestroom phone exit and lock down the guestroom or secure the general area. Await the arrival of hotel management and the police. Follow the same procedures as described above for death from natural causes or illness. Three unique problems to consider There are three unique aspects that hotels must consider when dealing with situations where guests have committed suicide on property. The first is the “crime scene” aspect. As committing suicide is essentially a crime in all states, the location where the body is found must remain unadulterated to the extent possible so that the police may conduct a proper investigation. If the police and/or coroner determine that the guest’s death is actually a result of unassisted suicide, then there is no person alive to prosecute and the investigation ends promptly. But if they determine that the guest was assisted by a second party in their suicide, or perhaps the authorities believe that the guest was the unwilling victim of a criminal act but the scene was arranged to appear as if the guest took their own life, 152

an uncontaminated crime scene will assist the police in furthering their investigation. Therefore, it is critically important that hotel employees who arrive upon a possible suicide or crime location do not touch any aspect of the scene unless absolutely necessary to save the live of the victim. The second unique aspect is the “gore factor”, especially if a guest commits suicide in a public area of the hotel. Think of a guest jumping from a balcony and landing in the atrium-style lobby or on the hotel’s sidewalk and I am sure you understand what I mean. It will be messy and guests will be sickened if they witness the impact or see the impact site. When this happens the hotel must respond immediately to ascertain the guest has expired and to cover over the impact site until the police arrive. Very large dark colored tarps made of impermeable material should be readily available to cover over the scene in the event this situation arises. Immediately cordon off the area and redirect all traffic away from the location. Do not allow any person into the area until the police or coroner clears the site. Keep all guests, media, and non-responding employees as far away from the scene as possible. This is where Management and security must uphold the utmost discretion in order to maintain some semblance of dignity for the decedent, the decedent’s family, and the reputation of the hotel. The final unique aspect when dealing with suicides (and violent crimes) that occur on property is the “public relations” aspect. Not surprisingly, most people are put off by the thought of suicide or violent crimes occurring. Few would want to stay in a hotel where they knew a suicide or violent crime had occurred. And even fewer would want to stay in the same guestroom where such an incident had played out. This is why controlling the scene post- incident and restricting access and the flow of negative information is critical. Details should only be shared with those who have a legitimate need to know, not with everyone who just wants to know what happened. In any location where a messy death occurred, the hotel will need to sanitize the area For a guestroom, this will typically involve placing the guestroom out- of-order and replacing all soft goods in the room, including the mattress, linens and perhaps carpeting and draperies. Case goods and hard surfaces will need to be thoroughly disinfected. This procedure may be more psychological than sanitary in nature, but the hotel has to be able to defend that it took appropriate actions to cleanse a death site before returning it to use by the general public. For deaths that occur in a public area of the hotel, close down that wing or area and redirect traffic away from the location until the area has been sanitized. 153

8.5 RIOTS A riot is a form of civil disorder commonly characterized by a group lashing out in a violent public disturbance against authority, property, or people. Riots typically involve destruction of property, public or private. The property targeted varies depending on the riot and the inclinations of those involved. Targets can include shops, cars, restaurants, state-owned institutions, and religious buildings. Riots often occur in reaction to a grievance or out of dissent. Historically, riots have occurred due to poverty, unemployment, poor living conditions, governmental oppression, taxation or conscription, conflicts between ethnic groups (race riot) or religions (sectarian violence, pogrom), the outcome of a sporting event (sports riot, football hooliganism) or frustration with legal channels through which to air grievances. While individuals may attempt to lead or control a riot, riots typically consist of disorganized groups that are frequently \"chaotic and exhibit behavior. There is a growing body of evidence to suggest that riots are not irrational, herd-like behavior (sometimes called mob mentality), but actually follow inverted social norms 8.6 CIVIL DISTRUBANCES An incident which disrupts a community and requires intervention to maintain public safety is a civil disturbance. Examples are demonstrations, riots, strikes, public nuisances, and criminal activities. Civil disturbance can include riots, demonstrations, threatening individuals or assemblies that have become disruptive and may cause harm to others. Civil disturbance is typically a symptom of, and a form of protest against, perceived major socio-political problems. Typically, the severity of the action coincides with the level of public outrage. In addition to a form of protest against perceived major sociopolitical problems, civil disturbances can also arise out of union protest, institutional population uprising, or from large celebrations that become disorderly. Civil unrest results in urban conflicts that arise from highly emotional, social, and economic issues. Tensions can build quickly in a community over a variety of issues, and spans a variety of actions including labor unrest, strikes, civil disobedience, demonstrations, riots, and rebellion. Civil disturbances may arise from acts of civil disobedience caused by political grievances and urban economic conflicts or a decrease in the supply of essential goods and 154

services. Tension in these areas creates a potential for violence. When tensions are high, it takes a small or seemingly minor incident, rumor, or act of injustice to ignite groups within a crowd to riot and act violently. This is particularly true if community relations with authorities are part of the problem. 8.7 SUMMARY  Hotel incidents and different types of crimes that occur in hotels seem to be continuing despite the presence of security measures in the facility.  Security measures as complex phenomenon, which are hardly noticed for their role in the hotel facility, had to be assessed for their effectiveness and adequacy.  It is the duty of all hoteliers to ensure that guests, who are individuals who foster growth and profit in the hotel facility, are protected throughout their stays in hotels.  Civil unrest consists of acts of protest and/or attacks by certain groups of civilians and/or the mass population against the government.  These riots can take the form of peaceful, disruptive, or violent demonstrations, strikes and acts of violence.  The consequences of civil unrest are diverse, and can be disastrous, and cover various areas such as human rights, economy, education, health, and infrastructure, among many others. 8.8 KEYWORD  Riot-a violence disturbance of the peace by a crowd  Civil disturbance- An incident which disrupts a community and requires intervention to maintain public safety is a civil disturbance.  Anonymous terrorism – In the two decades prior to 2016–19, \"fewer than half\" of all terrorist attacks were either \"claimed by their perpetrators or convincingly attributed by governments to specific terrorist groups\".  Crisis management- It is the process by which an organization deals with a disruptive and unexpected event that threatens to harm the organization or its stakeholders  Civil disorder- it is also known as civil disturbance, civil unrest, or social unrest is a situation arising from a mass act of civil disobedience (such as 155

a demonstration, riot, strike, or unlawful assembly) in which law enforcement has difficulty maintaining their authority. 8.9 LEARNING ACTIVITY 1. Define quasi terrorism ___________________________________________________________________________ ___________________________________________________________________________ 2. Differentiate between riot and civil disturbances. ___________________________________________________________________________ ___________________________________________________________________________ 8.10 UNIT END QUESTIONS A. Descriptive Questions Short Questions: 1. Elaborate about terrorism. 2. What are the different types of terrorism? 3. What is riot? 4. Who is an entrepreneur? 5. What is micro finance? Long Questions: 1. How do you handle bomb threats in the hotel? 2. What are the procedures to be followed if death of a guest in the hotel? 3. How do you handle terrorism in the hotel? 4. Explain in detail about civil disturbances. 5. Explain riots. B. Multiple Choice Questions 1. In which phase of disaster damage assessment is done a. Warning phase b. Impact phase c. Rescue phase d. Rehabilitation phase 156

2. Root cause analysis of disasters can be done through which of the following methods a. HAZOP b. Check list c. Consequence analysis d. Why-why 3. Which one of the following hotel faced terrorist attack a. Taj Gateway b. Taj Trident c. Taj Mumbai d. Vivantha by Taj 4. An incident which disrupts a community and require intervention is called a. Riot b. Civil disturbance c. Crisis management d. Civil disorder 5. Violent criminal behaviour designed primarily to generate fear in the community a. Civil disorder b. Anonymous terrorism c. Political terrorism d. Non political terrorism Answers 1-d, 2-d, 3-c. 4-b, 5-c 8.11 REFERENCES References book  Hotel housekeeping third edition ,G.Ragubalan.  Hospitality Security: Managing Security in Today’s Hotel, Lodging ...By Darrell Clifton. Textbook references 157

 Hotel housekeeping third edition ,G.Ragubalan. Website  https://www.techtarget.com/whatis/definition/crisis- management#:~:text=Crisis%20management%20is%20the%20application,considered %20as%20a%20potential%20risk.  https://en.wikipedia.org/wiki/Crisis_management  https://blog.hubspot.com/service/crisis-management  https://www.pagecentertraining.psu.edu/public-relations-ethics/ethics-in-crisis- management/lesson-1-prominent-ethical-issues-in-crisis-situations/crisis-and-crisis- management/ 158

UNIT - 9: CRISIS MANAGEMENT FIRE-II STRUCTURE 9.0 Learning Objectives 9.1 Introduction 9.2 Blackout 9.3 Elevator emergency 9.4 Leakages and flooding 9.5 Earthquake and tremors 9.6 Tsunami 9.7 Summary 9.8 Keywords 9.9 Learning Activity 9.10 Unit End Questions 9.11 References 9.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  Describe the nature of elevator emergencies  Understand the importance of emergency exit  Diagnose the necessary information for tsunami  List the tasks before and after earthquake 9.1 INTRODUCTION A crisis management team is designed to deal with unexpected events or sequences of events, occurrences, or emergencies that may have specific or wide ranging consequences. In some cases, there is nothing a crisis management team can do to prevent a crisis, such as a natural disaster. However, because no two crisis management plans are alike, team members should be aware of the most common weaknesses found in many plans. 159

While some weaknesses may be reduced or eliminated with experience, practice, and exposure, some may be identified only after a crisis has been dealt with and individuals can look back and determine which aspects of the crisis plan worked and which did not. Nevertheless, knowing the basic reasons a crisis management plan may fail or hinder successful resolution of the situation will help crisis management team members avoid those situations whenever possible. As you can see, most of the failures listed above rely heavily on communications and the free flow of information and resources. Again, it is especially important for crisis management teams to meet often, compare notes, and ensure that everyone knows what is expected of him or her in an emergency situation, whether it is helping to evacuate a burning building, informing the chief executive officer of embezzlement, or serving as a public relations intermediary in the event of a technical or supply issue 9.2 BLACKOUT Blackout Preparedness Plans When preparing for a power outage and creating an emergency preparedness plan, you should first assess your risk. If your business is located in an area that often experiences severe weather - for instance, if you're located in a tornado-prone area, or if your organization is located along the coast and is at risk for hurricane damage - then you should be aware of the forthcoming risk of blackouts. However, whether you are located in an area that is at high-risk for blackouts or not, as a business leader, you are responsible for the creation of a crisis management plan that your business can follow when preparing for a power outage. This plan should address preparation, training, security, emergency supplies, back-up power generators and even recovery operations. Without an emergency preparedness plan, you may find yourself scrambling in the dark - literally. Protecting Your Company: Crisis Teams and Company Preparation Form a crisis management team, comprised of your most competent employees, and make sure they are well aware of your emergency preparedness plan for blackouts. It's not enough to simply have a plan when preparing for a power outage - practice it. Perform tabletop drills and 160

make sure that every member of your team is aware of the parts they must play in order to keep your business and your employees safe. Because blackouts are often caused by severe weather, they can be sudden and unexpected. Therefore, your crisis management team should be well-organized to help manage the panic that can set in upon sudden power loss. Your emergency preparedness team should be ready and able to communicate with an emergency messaging system that works without the use of external power - this can be through cell phones or radios, anything that isn't connected to the power grid such as battery, solar, or generator-powered devices. Additionally, company-wide prevention and emergency preparedness for rolling blackouts may include limiting the use of electricity during the day, particularly the usage of air conditioning or heating. If you are aware that nearby areas have experienced rolling blackouts, there are several things you can do to assist your employees when preparing for a power outage. For example, you could send a company-wide memo warning employees to send important messages early in the day, and not to make calls during peak hours. Additionally, you can also place a message on your phone system with something similar to the following example: \"Our area may be experiencing blackouts, and you may be unable to reach us at this number. Here's another number for you to use,\" so that you don't miss important information during this time. Guest may be trapped in the elevator because of a general power blackout in the area. Countries in Asia and in parts of Europe and Africa live with frequent power outages. In some cases, the hotel may not have emergency power backup and also may rely on an external rescue service, this can force the guest to sit and wait for 45 uncomfortable minutes. Some rescue services promise to be on site within 30 minutes. Depending on how long the power is out, management needs to consider that rescue services will be stretched in their efforts to manage the large volume of emergency calls and attend to emergencies that arise in the general area and may not get to the hotel as quickly as management would like. Therefore, rescue procedures need to be in place so hotel staff can deal with this situation. 9.3 ELEVATOR EMERGENCY When an elevator malfunctions and passengers are trapped inside an elevator car, the following procedure will be followed: 161

1. Only qualified personnel from the elevator maintenance service company are authorized to open the elevator doors and help rescue the trapped passenger(s). UA Little Rock employees are not authorized to help rescue the trapped passenger(s). 2. If Public Safety is contacted first via the elevator phone, Public Safety will notify the Facilities Management Operations Center or Facilities Management personnel on duty, depending on the time of day. Facilities Management or Public Safety will dispatch the corresponding elevator service company to the scene. 3. If Facilities Management is contacted first, the Operations Center will notify Public Safety, the corresponding elevator company, and the Electrical Shop supervisor. 4. Facilities Management or Public Safety will obtain an estimated time of arrival (ETA) from the elevator service company. This information will be passed on to responding personnel. 5. Public Safety, a certified elevator technician, and Facilities Management maintenance personnel will be dispatched to the scene. Public Safety/ Facilities Management personnel will maintain communication with the passenger(s) during the entrapment and inform the passenger(s) of the procedure that will follow. The officer/Facilities Management personnel at the scene will inform the passenger(s) not to attempt to open the elevator doors or the overhead hatch and stand back away from the doors. 6. The officer/Facilities Management personnel on the scene will assess the situation and determine physical and emotional stress. The officer/Facilities Management personnel will also assure the passenger(s) that they are not in any danger and that help is on the way. 7. If immediate medical attention is required, the officer/Facilities Management personnel will call 108 to activate the City of Little Rock Emergency Response System. After 108 has been activated, a facilities Management employee trained and certified in First Aid should be immediately called to the scene. 8. The responding Public Safety officer will remain at the scene until all passengers are rescued safely. 9. Facilities Management maintenance personnel will remain at the scene unless another priority/emergencysituationarisesthatwouldrequireimmediateresponse. If Facilities 162

Management personnel leave the scene, continual contact should be made available with the responding Public Safety officer. Procedure for Elevator Malfunction If Facilities Management personnel respond to an entrapment and no one is trapped inside the elevator car, the following steps will be followed: 1. Determine if the elevator is in working condition. If the elevator car is running safely, leave the elevator car in operation. 2. If the elevator car is not working properly, 1 of 2 scenarios must be followed: a. If the call is during normal working hours, 7:30-4:30 Monday through Friday and a non-holiday, Facilities Management personnel will contact the Electrical Shop supervisor with appropriate information (building and elevator car number). The Assistant Director will determine the urgency of having the elevator car repaired based on operational needs and/or campus activities. b. If the call is during off-hours or a scheduled holiday, Facilities Management personnel on duty/public safety officer will attempt to contact the Assistant Director of Building Operations to determine if the elevator service company should be called. If the Assistant Director is unable to be reached, the Director of Energy Management will be contacted. Unauthorized personnel may not issue an order to repair an elevator outside of normal business hours. In the case that authorization cannot be obtained, the Facilities Management personnel on duty will take the elevator car out of service and notify Public Safety and his/her supervisor at the first opportunity. If the repair can wait until normal working hours (if the building has another operational elevator(s)) , the Facilities Management personnel on duty will remove the car from service and signify the need for Facilities Management to contact the elevator service company on his/her nightly report(s). In all cases, if the failed elevator is the only elevator serving the building, the elevator service company must be notified immediately, and repairs must be expedited. Exit stairways are provided as the primary construction feature for occupants to use to safely evacuate from high-rise buildings during a fire emergency. However, exit stairways may not 163

offer equal opportunity to reach safety for all building occupants. Mobility impaired occupants may experience severe difficulties negotiating exit stairways during an evacuation, including not being able to traverse the stairways at all. Therefore, and especially since the tragic loss of life in the 2001 World Trade Center attacks, engineering efforts have refocused on efficient evacuation procedures, especially for occupants who cannot negotiate exit stairs without assistance. The GSA’s general approach to the construction of new facilities and projects in existing buildings is to incorporate cost-effective fire protection, life safety systems, and procedures that result in overall building safety that meets or exceeds the levels required by local building codes. However, little research has been performed on the development of guidance and recommendations for standardized and data-driven procedures to safely evacuate mobility impaired occupants from tall buildings using these elevator systems. The following section will give a summary of the literature in the field. It addresses general aspects of evacuation via elevators for mobility impaired occupants, technical and administrative aspects such as building codes as well as technical challenges. 9.4 LEAKAGE AND FLOODING The severity of the impact of a flood is generally related to: The level that water reaches in the flood, the violence and speed of currents, and the geographic area covered. The quality of design of infrastructure. Whether or not precautions have been taken for a certain level of flooding (Early warning, evacuation etc.) The ability of the ground to resist erosion, cave-ins, or landslides brought on by persistent or torrential rain. 1. Geography and climate 2. Arid and semi-arid areas: Areas normally receiving heavy rainfall have evolved dense vegetation that can absorb the impact of falling rain and have developed drainage patters that can handle the expected runoff. Flash flooding in arid and semi- arid regions, where heavy rainfall is rare, can become very severe 3. Deforestation does have a role in small floods and topsoil erosion by eliminating the buffering and soil-anchoring effects of forests. Trees prevent sediment runoff and forests hold and use more water than farms or grasslands. Some rainwater stays on the leaves, and it may evaporate directly to the air (the more water used in the watershed, the less remains to run off). Leaves reduce raindrop impact, and gentler rain causes less erosion. Tree roots absorb water from the soil, making the soil drier and able to 164

store more rainwater. Tree roots hold the soil in place, reducing the movement of sediment that can shrink river channels downstream. 4. Areas where floods are not common - the community will be better prepared in areas where flooding occurs regularly than people living in places where floods are rare. 5. Previous heavy storms: if the soil is saturated due to earlier storms and heavy rain, it loses its absorbing capacity. 6. Weather: winter is the worst time to be left exposed to the weather, and those who survive the floods will be at risk of hypothermia, frostbite and illnesses caused by long exposure to dampness and cold. Bad weather also hampers rescue efforts and makes recovery from the disaster much harder 7. Strong winds: damage can be more severe when flooding is associated with strong winds as winds can cause already weakened structures to collapse (WASH Cluster) 8. High ground water level previous to flooding Flooding / water leakage prevention tips 1. In case of leakage in a water pipe, washing machine or dishwasher, a large amount of water can escape. It is sensible to install a water lock on your washing machine and dishwasher. A water lock or aqua stop is a safety lid. This closes off the water supply to a machine using water in case of leakage. This helps prevent flooding. Make sure the lid is installed properly. Modern equipment often comes with a water lock. Consult the instruction manual to check. 2. The connection of a kitchen tap can start leaking. Worktop and even sink cupboards can be damaged by this. Regularly check underneath the worktop where the tap is installed. If the tap is loose, this is often a sign that water is leaking through. You can re-attach the tap and use sealant on the connection. 3. Sink cupboards are handy places for storage. Be careful when loading them or taking things out. If the pipe is damaged, there is chance of leakage. Regularly check the pipes in the sink cupboard. If there is leakage, you can usually solve it by changing the rubber or re-tightening the connection. If a connection is damaged, it will need replacing. 4. A water-stop can limit water damage but not prevent it. A drip-tray will catch the excess water. It is sensible to put your washing machine and 165

dishwasher in drip-trays. A drip-tray will catch the excess water. This can limit or even prevent water damage. 9.5 EARTHQUAKE AND TREMORS The way an earthquake feels depends on where you are, where the earthquake is, and how big the earthquake is:  A large earthquake nearby will feel like a sudden large jolt followed quickly by more strong shaking that may last a few seconds or up to a couple of minutes if it's a rare great event. The shaking will feel violent and it will be difficult to stand up. The contents of your house will be a mess.  A large earthquake far away will feel like a gentle bump followed several seconds later by stronger rolling shaking that may feel like sharp shaking for a little while.  A small earthquake nearby will feel like a small sharp jolt followed by a few stronger sharp shakes that pass quickly.  A small earthquake far away will probably not be felt at all, but if you do feel it, it will be a subtle gentle shake or two that is easier to feel if you're still and sitting down. The type of crustal material the seismic waves travel through on their way to you, and the type of shallow crustal structure that is directly below you will also influence the shaking you feel. Soft, thick sediments will amplify the shaking and hard rock will not. If the energy happens to bounce around and get focused on where you are, that will also amplify the shaking. Low-level vibrations that last for more than a few seconds is not indicative of an earthquake but is more likely a man-made environmental source. What causes Earthquake? Earth's crust ranges from 3 to 45 miles deep (5 to 70 kilometers). The crust is a thin, hard shell that floats on the denser, hotter rock of the mantle. The crust is divided into several pieces known as tectonic plates that are constantly in motion, grinding past one another at boundaries known as faults. As they slide past one another, the tectonic plates snag on rough patches of rock. They lock together like Velcro. However, even though the fault boundaries are locked together, the plates 166

still move, pulling at the entangled sections. This pulling can further crack the Earth's crust, creating more faults near the plate boundaries. An earthquake occurs when the pressure built up along a fault becomes stronger than the pressure holding the rocks together. Then the rocks on either side of the fault suddenly rip apart, sometimes at supersonic speeds. The two sides of the fault slide past one another, releasing the pent-up pressure. Energy from this separation radiates outward in all directions, including towards the surface, where it is felt as an earthquake. Even though the tectonic plates slide at a regular rate over time, the way that faults release stored energy is different with each earthquake, said Shimon Wdowinski, a geophysicist at the University of Miami's Rosentiel School of Marine & Atmospheric Sciences. \"Every earthquake doesn't repeat exactly what happened before. Sometimes there is a big earthquakes, sometimes there are two or three together,\" he told Live Science. \"There is no regularity.\" A large earthquake is often followed by aftershocks, which are smaller quakes that result from the crust adjusting to the main shock. These aftershocks can help scientists target the origin of the main quake but can create problems for those suffering its aftermath. 9.6 TSUNAMI Tsunamis are giant waves caused by earthquakes or volcanic eruptions under the sea. Out in the depths of the ocean, tsunami waves do not dramatically increase in height. But as the waves travel inland, they build up to higher and higher heights as the depth of the ocean decreases. The speed of tsunami waves depends on ocean depth rather than the distance from the source of the wave. Tsunami waves may travel as fast as jet planes over deep waters, only slowing down when reaching shallow waters. While tsunamis are often referred to as tidal waves, this name is discouraged by oceanographers because tides have little to do with these giant waves. 1. The series of extremely long waves, Tsunami are very long wavelengths of water caused by a large and sudden displacement of the ocean due to earthquakes, volcanic eruptions etc. 2. These are also called seismic sea waves and are one of the most powerful and destructive natural forces. 3. When they reach the coast, they can cause dangerous coastal flooding and powerful currents that can last for several hours or days. 167

4. Most tsunamis are caused by large earthquakes. Though, not all earthquakes cause tsunamis. Know in detail about the Earthquake Characteristics of Tsunami  Tsunamis are among Earth’s most infrequent hazards and most of them are small and nondestructive.  Over deep water, the tsunami has very long wavelengths (often hundreds of kilometres long) when a tsunami enters shallow water, its wavelength gets reduced and the period remains unchanged, which increases the wave height.  Tsunamis have a small amplitude (wave height) offshore. This can range from a few centimetres to over 30 m in height. However, most tsunamis have less than 3 m wave height.  It radiates in all directions from the point of origin and covers the entire ocean.  It generally consists of a series of waves, with periods ranging from minutes to hours.  These are the waves generated by tremors and not by earthquakes themselves.  There is no season for tsunamis and not all tsunamis act the same. It cannot be predicted where, when and how destructive it will be. A small tsunami in one place may be very large a few miles away.  An individual tsunami may impact coasts differently. A tsunami can strike any ocean coast at any time. They pose a major threat to coastal communities. The effect of Tsunami would occur only if the epicentre of the tremor is below oceanic waters and the magnitude is sufficiently high.  The speed of the wave in the ocean depends upon the depth of water. It is more in the shallow water than in the ocean deep. As a result of this, the impact of a tsunami is more near the coast and less over the ocean  A tsunami is a series of ocean waves caused by an underwater earthquake, landslide, or volcanic eruption. More rarely, a tsunami can be generated by a giant meteor impact with the ocean. These waves can reach heights of over 100 ft.  About 80% of tsunamis happen within the Pacific Ocean’s “Ring of Fire.” 168

 The first wave of a tsunami is usually not the strongest, successive waves get bigger and stronger.  Tsunamis can travel at speeds of about 500 miles or 805 kilometers an hour, almost as fast as a jet plane.  The states in the U.S. at greatest risk for tsunamis are Hawaii, Alaska, Washington, Oregon, and California.  If caught by a tsunami wave, it is better not to swim, but rather to grab a floating object and allow the current to carry you.  Tsunamis retain their energy, meaning they can travel across entire oceans with limited energy loss.  Tsunami means “harbor wave” in Japanese (tsu = harbor + nami = wave), reflecting Japan’s tsunami-prone history.  Scientists can accurately estimate the time when a tsunami will arrive almost anywhere around the world based on calculations using the depth of the water, distances from one place to another, and the time that the earthquake or other event occurred.  Hawaii is always at great risk for a tsunami – they get about 1 per year and a severe one every 7 years. The biggest tsunami that occurred Hawaii happened in 1946, the coast of Hilo Island was hit with 30 ft waves at 500 mph.  In 2004, the Indian Ocean tsunami was caused by an earthquake with the energy of 23,000 atomic bombs. After the earthquake, killer waves radiating from the epicenter slammed into the coastline of 11 countries. The final death toll was 283,000 9.7 SUMMARY • A tsunami is a series of waves that can move on shore rapidly, but last for several hours and flood coastal communities with little warning. Tsunamis can be triggered by a variety of geological processes such as earthquakes, landslides, volcanic eruptions, or meteorite impacts • A tsunami generated close to the shoreline is known as a “near-field” tsunami; a tsunami generated by a source far from the point of impact is referred to as a “far-field” tsunami. In general, it takes a large earthquake 169

• In order to deal with flood risks, it is essential that prevention and precaution measures are adopted to avoid catastrophic events. • Prevention and precaution are two aspects of prudence that are put in front of situations when there is the possibility of damage. • These principles should guide any flood protection policy. The distinction between potential risk and proven risk underpins the parallel distinction between precaution and prevention. • Precaution is about potential risks and prevention is about proven risks. • The potential risk corresponds to a dangerous event that may or may not occur to which no probability can be attributed, while proven risks can be attributed to events with their probabilities of occurrence. 9.8 KEYWORD  Tsunami –Giant waves caused by earthquakes or volcanic eruptions under the sea  Earthquake –An earthquake is a sudden shaking of the ground caused by two chunks of earth’s crust sliding past one another.  Flooding –an overflow of water on land  Blackout – sudden, long-lasting failures of electricity or infrastructure  Tremors – a slight shaking movement in a land, 9.9 LEARNING ACTIVITY 1. Define black out ___________________________________________________________________________ _______________________________________________________________________ 2. State the principles and causes of earthquake. ___________________________________________________________________________ ___________________________________________________________________________ 9.10 UNIT END QUESTIONS A. Descriptive Questions Short Questions: 1. Define earthquake? Explain the causes of earthquake? 170

2. Identify and discuss black out functions? 3. Elaborate about the nature of tsunami its relevance in present scenario. 4. What are the criteria that determine tremors? 5. Explain elevator emergency? Long Questions: 1. How do you maintain elevators? 2. What is the procedure for elevators malfunction? 3. What are the precautions to be taken for flooding? 4. How water leakages in pipes can be prevented? 5. Write about the characters of tsunami. 6. Write essay on earthquakes. B. Multiple Choice Questions 1. Countries in -------------------- and ------------ lives with frequent power outages a. Eastern and western b. Southern and northern c. Asia and parts of Europe and Africa d. Western and northern 2. During fire emergency --------------------------- are provided as the primary construction feature to evacuate from high rise buildings a. Exit stairways b. Escalator c. Fire exit map d. Emergency key 3. Deforestation does have a role in small floods and topsoil erosion by eliminating the ---------- a. Land sliding and soil erosion b. Buffering and soil anchoring c. Flood and earthquakes d. Lightning and thunderstorm 4. Damage can be more severe when flooding is associated with a. Strong winds b. Breeze c. Cyclone d. earthquake 5. Tsunami are giant waves caused by ------------- a. Strong wind 171

b. Flooding c. Cyclones d. Earthquake Answers 1-c, 2-a, 3-b. 4-a, 5-d 9.11 REFERENCES References book  Hotel housekeeping third edition ,G.Ragubalan.  Hospitality Security: Managing Security in Today’s Hotel, Lodging ...By Darrell Clifton. Website  https://emergencyplanning.nmsu.edu/nmsu-power-outage/  https://oceanservice.noaa.gov/facts/tsunami.html  https://en.wikipedia.org/wiki/Earthquake  https://www.nssl.noaa.gov/education/svrwx101/floods/#:~:text=Flooding%20is%20an %20overflowing%20of,when%20dams%20or%20levees%20break. 172

UNIT - 10: HOSTAGE CRISIS STRUCTURE 10.0 Learning Objectives 10.1 Introduction 10.2 Swimming Pool Emergency 10.3 Beach Rescue Emergency 10.4 First aid and medical emergency 10.5 Summary 10.6 Keywords 10.7 Learning Activity 10.8 Unit End Questions 10.9 References 10.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  Describe nature of swimming pool emergency  Identify the causes of emergency  State the need for and importance of first aid and medical emergency  List the functions of beach rescue emergency 10.1 INTRODUCTION Hostage situations are defined as events whereby the actor, the hostage taker are holding one of more persons captive against their will. The motives for these attacks can be diverse, and vary from expressive motives such as voicing an opinion or religious view to instrumental motives such as for financial gain through ransom demands. There are a number of possibilities for communication and the use of social media during hostage situations with the victims, hostage takers, media outlets and public bystanders all possessing the potential to comment and monitor the situation before, during, and after the event itself. Hostage-taking has become a serious problem. The criticality of these incidents (when a life or lives are threatened), coupled with the myriad of emotional, legal, and public relations problems that accompany them, make hostage incidents a concern for all security practitioners. 173

In short, the direct and indirect costs of these incidents make them a serious problem. Security personnel must be prepared to deal with these situations; they are simply too dangerous not to worry about. Hostage situations can occur with organized politically motivated terrorists. They may also take place with criminals who use hostages as shields in order to escape. Domestic incidents and the actions of the mentally deranged comprise additional threat scenarios. Hostage scenarios end when the hostage taker/s give up, attempt to flee, or are overtaken by tactical units. In the overwhelming majority of hostage incidents, negotiation is the key to resolving them. Protection officers need to contain, control, and calm the situation. They need to set the stage for negotiation or tactical assault if that is necessary. 1.Isolate the area of the incident (crisis point). Keep the perpetrators contained and don’t allow anyone except negotiators or tactical personnel near the area. 2.Obtain as much information as possible. Use a predesigned threat form when receiving a hostage/extortion call. Question available witnesses. Find out as much as possible about the hostages, hostage takers, and the immediate physical environment. This includes their prior life history, medical condition, and emotional condition. Building layout with access/egress points, structural strength, and utilities must be collected as well. Intelligence data is crucial to the successful handling of a hostage incident. Security forces play a key role here in having this information available to hostage negotiators and special response teams! 3.Notify the central alarm station or dispatcher of the incident and keep the information flowing. 4.Maintain perimeters, supply information, keep a low uniformed officer profile, and await further instruction. If you hear or witness a hostage situation: Remove yourself from any danger by leaving the immediate area Notify to Police by CALLING 100, National Emergency Number 112 Be prepared to give Police the following information: Location and room number of incident Number of possible hostage takers Physical description and names of hostage takers, if possible 174

Number of possible hostages Any weapons the hostage takers may have Your name Your location and phone number If you are taken hostage:  Remain calm, be polite, and cooperate with your captors.  DO NOT attempt escape unless there is an extremely good chance of survival. It is safer to be submissive and obey your captors.  Speak normally. DO NOT complain, avoid being belligerent, and comply with all orders and instructions.  DO NOT draw attention to yourself with sudden body movements, statements, comments, or hostile looks.  Observe the captors and try to memorize their physical traits, voice patterns, clothing, or other details that can help provide a description later.  Avoid getting into political or ideological discussions with your captors.  Try to establish a relationship with your captors and get to know them. Captors are less likely to harm you if they respect you.  If forced to present terrorist demands to authorities, either in writing or on tape, state clearly that the demands are from your captors. Avoid making a plea on your own behalf.  Try to stay low to the ground or behind cover from windows or doors, if possible. In a rescue situation: • DO NOT RUN. Drop to the floor and remain still. It that is not possible, cross your arms, bow your head, and stand still. Make no sudden moves that a tense rescuer may interpret as hostile or threatening. • Wait for instructions and obey all instructions you are given. • Do not be upset, resist, or argue if a rescuer isn’t sure whether you are a terrorist or a hostage. 175

• Even if you are handcuffed and searched, DO NOT resist. Just wait for the confusion to clear. 10.2 SWIMMING POOL EMERGENCY. Main Pool: One Lifeguard or trained Spotter watching the pool If it’s fun session two Lifeguards’ or Spotters must watch the pool One at the shallow end and one deep end Spa Pool: One Lifeguard or trained Spotter watching the pool Both Pools: One Lifeguard or Spotter for each pool. If this cannot be staffed only one pool will be open due to health and safety. Swimmers with disabilities: 8:1 With an appropriate number of helpers; but maximum bather load must not be exceeded. Adult & Child classes: 8:1 That is up to eight pairs (one adult and one child) to each teacher. Non-swimmers and beginners: 12:1 If more than this number is being taught, other adults may be used to help the teacher/coach; but maximum bather load must not be exceeded. Improved swimmers: 16:1 Swimmers of similar ability to each other who can swim at least 10 meters. Mixed ability: 16:1 Swimmers with a range of ability. Competent swimmers: 16:1 Swimmers who can swim at least 25 meters. Aerobics: 16:1 Participants must be at depth where they can safely stand; or in deeper water, use a buoyancy aid or be a competent swimmer. Diving: Not allowed Admin Share: School Policies and Procedures 6 Potential Risk Factors at 1. The pool itself: Water is dangerous. 2. No one is to swim alone. 3. Having staff/students/parents/children on the poolside and in the Aqua Sensory Room. If not supervised they can cause a distraction to the lifeguard/spotter or a danger to themselves. They risk falling into the pool, falling over on the poolside etc. 4. Male changing rooms open onto the poolside at the shallow end of the hydrotherapy pool near the steps. 5. Female changing rooms open onto the shallow end of the pool of the trainer pool; there is risk of diving into shallow water. 6. Equipment left on the poolside. This may cause injury to staff or students. 176

7. Pool covers: students may be tempted to walk on them, thus risking injury to themselves. 8. Visibility may be affected by glare on the pool surface, making it difficult to see in certain areas, i.e. pool floor. 9. Benches on the poolside: Students could fall off them. 10. Pool bed chairs: Students falling/rolling off them onto poolside or into the pool 11. Pool hoists: Risk of bumping into them, students playing with them. 12. Over-head tracking weight limit is 160 kilos (25 stone and 2lb) and hanging hoop bars. 13. Aqua Sensory Room opens onto deep end of the pool. Floor surface: Slippery at all times, dependable on the amount of students that have been in and out of the pools. 14. Steps – care should be taken on the steps to avoid accidentally slipping. Manual instruction and support may be needed for some students. Students should hold onto rails. 15. Risk of student putting limbs in between bar and wall of pool. Close supervision of student needed at all times. 16. Putting limbs into pool cover cavity and getting them caught or stuck. Close supervision of students needed at all times. Safety Qualification: It is important that the staff responsible for the teaching and safety of the students in the water satisfy the following requirements: 1. To have obtained a life-saving award recognised by the Authority in the last two years. 2. Where a teacher is teaching swimming in a school pool they MUST hold an appropriate swimming teacher qualification. 3. Where a teacher is responsible for the safety of students using a shallow learner pool he/she must be competent at resuscitation and have undergone a course within the last three years. 4. A swimming Instructor/Teacher responsible for the safety of students in the water must hold: An Amateur Swimming Association (ASA) teachers’ certificate or equivalent Admin Share: School Policies and Procedures 7 qualification, Swimming Teachers Association (STA) teacher’s certificate and a recognised life-saving award in the last year (RLSS Rescue Test for Teachers). Safety Equipment 177

The following rules should be obeyed whilst in the pool area:- 1. No smoking in pool area or changing rooms. 2. No eating, chewing gum or sweets. 3. No outdoor shoes to be worn on poolside – use shoe covers provided. 4. Staff to wear appropriate clothing; t-shirt over costume, no jewellery and long hair tied back. There are various items of rescue equipment around the pool. There are three reaching poles; one situated either side of the pools and one throw bag and one torpedo bouy situated on the window ledge by the swimming teacher’s office. The first aid box is situated in the office and is marked with a green square and a white cross. The ‘Incident Report Form 012’ are in the staffroom filing cabinet. Safety signs are situated around the pool accordingly. In case of an accident occurring poolside or in the water the CCTV system will be activated automatically when the red pool alarm button is pressed. The alarm buttons are situated on either side of the main and spa pool on the wall. Once pressed it will sound an alarm in the admin office, therefore informing that extra staff are needed and medical assistance is required. Safety Signs: Within The Pool Environment The following signs are situated around the pool accordingly and can be clearly seen: No Diving: This notice is displayed in the pool area in pictorial and written form. They are positioned at a height of 1.8m and are displayed on the walls in the pool area No Running: This notice is displayed on both walls either side of the training and spa pool Deep End: clearly marked on both walls next to the pools Shallow End: clearly marked on the wall positioned at the shallow end of the pool Water Depth clearly marked on both walls Admin Share: School Policies and Procedures 8 Signs requesting all swimmers to shower prior and after entering/exiting the pool will be clearly marked in the changing area near the showers. All emergency signs: Fire Exit, Evacuation Plan, Assembly Points and First Aid Box are clearly marked. The emergency evacuation plan will be in both changing areas and on the poolside. The emergency aid bag is in the store cupboard on the floor. The first aid box, accident book and a list of first aiders can be found in the swimming teacher’s office on the notice board. 178

Signs requesting appropriate footwear to be worn whilst in the pool environment both within the changing areas and poolside. These signs can be clearly seen on the doors of both male and female changing areas. Health and Hygiene People should be encouraged to use the toilet before entering the water and also after the session. All staff and students should use the shower before and after being in the water. Long hair should be tied back or caps should be worn. They should have a one piece suit or trunks. They must also bring sufficient clean towels and any other equipment used i.e. Goggles, ear plugs, swim cap etc. If students/staff have veruccas they should be treated on a daily basis and a verucca socks worn to prevent any contamination. If not treated people not to enter pool No plasters should be worn in the water. Swimming lessons should not take place within half an hour of a people having a meal To prevent any water contamination, student who have contagious infections will not be allowed to enter the water. This includes infections like: sickness and diarrhoea, cold sores, impetigo, conjunctivitis, open and infected wounds etc. Other conditions that affect entering the water asthma, unstable diabetes, known aneurism, severe seizure and students on oxygen. These people will have an assessment made on them each time before entering the water by the swimming team and medical team and will not be allowed to swim if problems are too severe and is seen to be a risk if the student enters the water. The spotter on duty will be made aware of any medical problems before the student enters the water and extra staff will be asked to spot if it is felt to be needed. Conditions of Hire to outside Organisations / Groups 1. The hirer must designate a representative who will be in charge of the group; this person must be present in the pool area at all times throughout the hire period. 2. The hirer must inform the school on numbers participating and their level of swimming skills. 179

3. At least one qualified lifeguard (dependant on participant numbers), arranged by the hirer, must be present at all times throughout the hire. The hirer will present the lifeguards qualifications to the school before hire will be approved. 4. The hirer will sign to state that they have read and understood the ‘Swimming Pool Normal Operating procedures and Emergency Action Plan (NOP)’ before the hire will be approved. 5. The responsible person should have access to a mobile phone so that they can contact the emergency services if needed. 6. In the event of i) an emergency arising from activities for the group using the pool; the hirer is responsible for following the emergency procedures outlined in this document. The responsible person must ensure that they notify the member of school staff on-site of any incidents. ii) other emergencies (e.g. power failure); the hirer must ensure that all users exit the pool to an area of safety, as per the Emergency procedures, and inform the member of school staff on-site, who will deal with the issue and keep the hirer updated. 7. The hirer must ensure that they have briefed their staff (lifeguards in particular), volunteers, users, etc. on the content of the NOP, as appropriate, and ensure that the procedures outlined in this document are being followed at all times. The school may carry out periodic checks to ensure that the procedures are being followed; these will be without notice to the hirer. 8. The hirer must ensure that they have carried out specific risk assessments with regards to the needs of their swimmers. The hirer must ensure that the following behaviour is enforced at all times during the session: - Swimmers should not consume any alcohol and food immediately before swimming. - Swimmers must shower before entering and when exiting the pool. - No outdoor footwear is allowed poolside; shoe covers are provided in the changing rooms.180 Admin Share: School Policies and Procedures 22 - No smoking in pool area or changing rooms. - No eating, chewing gum or sweets. - No running. - No diving. - No plasters to be worn in the pool. - To prevent any water contamination, swimmers who have contagious infections will not enter the water. 180

- Jewellery should be removed before any swimmer enters the water. 9. The hirer must ensure that the pool area remains clear of obstructions and equipment. 10. Any spectators must be seated on the benches provided at the shallow end of the pool. 11. The hirer must ensure that pool covers are closed after use of the pool. If there are any concerns or issues regarding the pool covers, these must be reported immediately to the site staff. Under no circumstance must the hirer attempt to resolve ay issues with the covers. 12. The hirer must ensure that they notify the school as soon as possible of any concerns regarding the swimming pool and the pool areas. 10.3 BEACH RESCUE EMERGENCY Drowning  Signages should be placed on the beach indicating depth at every 0.5 meter till 2.5 meter depth from low tide line, upto a distance of 100 m from low-tide line. Bathymetry chart for the seafront of the proposed resort  Daily tide timings should be prominently displayed near the beachfront and should be proactively updated daily.  Lifeguards should be employed to keep a watch on visitors swimming in the beach Other disasters are rare and have not occurred in the region or their occurrence can easily be mitigated with routine precautions. Nevertheless, the following precautions will be taken:  Sufficient water will be stored, in excess of actual requirement, as a buffer stock to tackle the eventuality of temporary water supply shortage.  Multiple communication channels will be maintained to tide over the situation of failure of telephone link “and/or” malfunction of main server Beach Management (Water Surveillance) Constant water surveillance is required during patrol. A multi-layered scanning/surveillance method is recommended to ensure adequate coverage of the patrolled and adjacent beach areas (headlands/offshore). This method should align with a patrols duty-rotation roster (established at the ‘start of patrol briefing’). Lifesavers should be assigned to the various duties for 20-30 mins before rotation (fatigue management). 181

Multi-layered Method: • Club tower/elevated position – overall area coverage • Mobile beach tower – immediate area coverage • Flag duty/water’s edge – public interaction//rescue response • In-water duty • Roving patrol of adjacent areas 10.4 FIRST AID·& MEDICAL EMERGENCIES Here are 10 first aid “must-knows” that you can use to treat a broad array of injuries: 1. Remember the “Three P’s.” 2. Check the scene for danger before you provide help. 3. To treat cuts and scrapes, apply gentle pressure, disinfectant, and bandages. 4. To treat sprains, apply ice and compression at intervals and keep the limb elevated. 5. To treat heat exhaustion, use cool fluids, cool cloths, and shade. 6. To treat hypothermia; use warm fluids and warm covering. 7. To treat burns, determine the burn type and severity. Cover the wound with loose cloth to prevent infection. 8. Use an EpiPen to treat allergic reactions. 9. To treat fractures, keep the fractured area stable and immobilized, and apply a cold pack. 10. Perform CPR if an injured person stops breathing. It’s important that you commit these 10 golden rules to memory. Even if you’re not injured, you might encounter someone who is, and who needs treatment. Always attempt to seek professional medical help for injured persons. First responders are not always readily available during emergency situations, and if that’s the case, do your best to provide what treatment you can until help arrives. But never forget that serious injuries always require more advanced treatment, and you should do your best to get the injured person to professional caregivers. 182

Nonetheless, these simple first aid procedures can go a long way in helping someone who’s injured, and all you need to do is use a few materials in your survival kit and apply them in right manner. Read through these detailed guides on all 10 items. 1. The “Three P’s” The “Three P’s” are the primary goals of first aid. They are:  Preserve life  Prevent further injury  Promote recovery These goals might seem overly simple, but they’re simple on purpose. When someone is injured, it’s all-too-easy to panic and forget what you need to do to provide assistance. The Three P’s remind you of the very basics: do what you can to save the person’s life; do what you can to keep them from sustaining further injuries; do what you can to help them heal. 2. Check the Scene for Danger Before you provide help to an injured person, it’s important that you check the scene for danger. You don’t want to get yourself injured, too. This isn’t a cowardly precaution. The fact of the matter is this: if you get injured, you won’t be able to help someone else who’s injured. So before you rush to help someone, take a moment to analyze the area and spot anything that could injure you. For example, there might be a terrible storm outdoors, and you spot someone outside who’s injured and who can’t make it to shelter. Before you go running outside to help them, look for hazards. Are strong winds hurling debris? Are there any trees or structures that look as if they’re about to fall? Are there downed power lines? Is there floodwater? Once you’ve assessed these dangers, you can better strategize how to reach and rescue the injured person. 3. Treating Cuts and Scrapes Blood is a vital component of our bodies. When someone is bleeding, you want to prevent as much blood from leaving their body as possible. Try and find a clean cloth or bandage. Then: Apply gentle pressure for 20 to 30 minutes. Clean the wound by gently running over it. Avoid using soap on an open wound. 183

Apply antibiotic to the wound, like Neosporin. Cover the wound with a bandage. If someone has a nosebleed, have the person lean forward. Press a cloth against the nostrils until the blood flow stops. The body is usually very quick at patching up small cuts and scrapes. But deeper wounds may require medical attention. With deep wounds: Apply pressure. Don’t apply ointments. Cover the area with loose cloth to prevent contaminants from infecting the wound. Seek medical attention as soon as possible. 4. Treating Sprains Sprains are usually an unalarming injury, and most of the time they’ll heal on their own. But there are steps you can take to ease the swelling. Swelling is caused by blood flow to an injured area. You can reduce swelling by applying ice. Ice restricts the blood vessels, which reduces blood flow. • Keep the injured limb elevated. • Apply ice to the injured area. Don’t apply ice directly to the skin. Wrap it in a cloth or put ice in a plastic bag. • Keep the injured area compressed. Put it in a brace or tightly wrap it. Don’t wrap it so tight that it’ll cut off circulation. Ice for a while. Then compress. Repeat at intervals. Make sure the injured person avoids putting weight on the injured limb. 5. Treating Heat Exhaustion Heat exhaustion occurs due to prolonged exposure to high temperatures, especially when the person is doing strenuous activities or hasn’t had enough water. Symptoms of heat exhaustion include:  Cool, moist skin  Heavy sweating 184

 Dizziness  Weak pulse  Muscle cramps  Nausea  Headaches To treat someone with heat exhaustion:  Get the person to a shaded area that’s out of the sun.  If there are no shaded areas available, keep the person covered by any available materials that can block sunlight.  Give the person water and keep them hydrated.  Place a cool cloth on their forehead to lower their body temperature. 6. Treating Hypothermia Hypothermia is caused by prolonged exposure to cold temperatures. It begins to occurs when your body temperature drops below 95 degrees Fahrenheit. Symptoms of hypothermia include: • Shivering • Slurred speech or mumbling • Week pulse • Weak coordination • Confusion • Red, cold skin • Loss of consciousness To treat hypothermia: Be gentle with the afflicted person. Don’t rub their body and don’t move their body in too jarring of a way; this could trigger cardiac arrest. Move the person out of the cold, and remove any wet clothing. 185

Cover the person with blankets and use heat packs. Don’t apply heat directly to the skin because this could cause major skin damage. Give the person warm fluids. If you set the person on the ground, be aware that the ground may also be a cold source. Place warm materials on the ground that the person is going to lay on. 7. Treating Burns Before you apply treatment to burns, you need to identify the burn type and the severity of the burn. There are four kinds of burns: First-degree burn: Only the outer layers of skin are burnt. The skin is red and swollen and looks similar to a sunburn. Second-degree burn: Some of the inner layer of skin is burnt. Look for blistering skin and swelling. This is usually a very painful type of burn. Third-degree burn: All of the inner layer of skin is burnt. The wound has a whitish or blackened color. Some third-degree burns are so deep, there might not be any pain because the nerve endings are destroyed. Fourth-degree burn: A burn that has penetrated all tissues up to the tendons and bones. Additionally, there are two kinds of burn severities: a minor burn and a major burn. Minor burn: First-degree burns and mild second-degree burns. Major burn: Moderate second-degree burns to fourth-degree burns. Minor burns don’t usually need extensive treatment, but you could: Run cool water over the afflicted area (avoid icy or very cold water). Don’t break any blisters. Apply moisturizer over the area, like aloe vera. Keep the burned person out of sunlight. Have the burned person take ibuprofen or acetaminophen for pain relief. Major burns are very serious injuries that require medical assistance. To help someone who has suffered from a major burn:  Do not apply ointments. 186

 Cover wound with loose materials to prevent contaminants from infecting it. 8. Allergic Reactions Allergic reactions occur when your body is hypersensitive to a foreign substance. Bee stings, certain foods, or drug ingredients can cause allergic reactions. Anaphylaxis is a life-threatening allergic reaction that can be caused by all of those mention allergens. The best way to treat an allergic reaction is to use an EpiPen. EpiPen, or “epinephrine autoinjector,” is a small and ergonomic needle that’s used to inject epinephrine (adrenaline) into someone suffering greatly from an allergic reaction. The epinephrine usually subdues the effects of the allergic reaction. If someone is suffering from an allergic reaction:  Keep the person calm. Ask if they use an EpiPen and have one with them.  Have the person lie on their back. Keep their feet elevated 12 inches.  Make sure the person’s clothing is loose so they’re able to breathe.  Avoid giving them food, drink, or medicine.  If appropriate, learn how to inject an EpiPen in someone having a reaction.  Wait 5-15 minutes after using an EpiPen. If the allergic reaction isn’t subdued, a second dose may be required. 9. Treating Fractures Sometimes it’s very easy to tell if someone has suffered a fractured bone. But sometimes it’s not. If you suspect someone of having a fracture:  Don’t try to straighten a fractured limb.  Use a splint or padding to stabilize the area and keep it from moving.  Apply a cold pack to the area. Don’t apply it directly to the skin. Wrap it in a cloth or put it in a plastic bag.  Keep the area elevated, if possible.  Give the person an anti-inflammatory drug, like ibuprofen. 10. Performing CPR 187

CPR stands for cardiopulmonary resuscitation. CPR is used to restore breathing and blood circulation to an unresponsive person. CPR is an incredibly important procedure that can save lives. But learning CPR is an intensive procedure that requires some training, which is usually in the form of a day-long class. The American Red Cross offers CPR certification classes across the nation. Go to Redcross.org for more information. Prepare Yourself with the Right Gear The methods listed above are not very difficult to do and they don’t require medical training— but they can save someone’s life or prevent an injured person from sustaining serious injuries or infections. Make sure that your stash of survival gear includes a first aid kit and be sure to refill your first aid kit every year as its supplies dwindle or expire. The essential first aid kit should include:  Anti-bacterial wipes  Painkillers  Gauze pads  Sunscreen  Medical gloves  Medical instrument kit  Sling  Burn gel  Antibiotic ointment  Antiseptic wipes  First aid instructions  Tourniquet 10.5 SUMMARY • Crises in the hospitality industry are inevitable. Whether the source is a natural disaster, such as a flood or earthquake, or a man-made situation, such as a terrorist attack or a bomb threat, sectors of the hospitality industry are often at the forefront of critical situations that need to be handled appropriately. 188

• Problem situations can create serious risks to the hospitality industry's ability to continue regular operations. • They can cause problems with a hotel's perceived image, ostracize a customer base, and have devastating short- and long-term financial consequences. • Where most organizations fail in managing the crises that beset their businesses is in not being prepared before a tragedy strikes and then trying to blindly navigate a host of problems once the situation has presented itself. In this lesson, you'll learn more about best practices for managing crises in the hospitality industry. 10.6 KEYWORD • ASA – Amateur Swimming Association • STA - Swimming Teachers Association • RLSS- Rescue Test for Teachers • P’s- preserve life, prevent further injury and promote recovery • Hypothermia -Hypothermia is caused by prolonged exposure to cold temperatures 10.7 LEARNING ACTIVITY 1. Define Drowning ___________________________________________________________________________ ___________________________________________________________________________ 2. State the principles of heat exhaustion ___________________________________________________________________________ ___________________________________________________________________________ 10.8 UNIT END QUESTIONS A. Descriptive Questions Short Questions: 1. Explain about hostage situations 2. Who are called as competent swimmers? 3. What is the first aid procedure for drowning? 4. What is the item to be placed in survival kit? 189

5. What are three P’s in first aid? Long Questions: 1. How do you ensure safety in swimming pool? 2. What are the signs to be displayed around the pool? 3. How do you treat heat exhaustion? 4. List out the items that should be kept in first aid kit. 5. Write the function of beach management. B. Multiple Choice Questions 1. ------------- is crucial to the successful handling of a hostage incidence. a. Intelligence data b. Influence data c. Information data d. Induction data 2. What is the ratio for non-swimmers and beginners? a. 6:1 b. 12:1 c. 18:1 d. 02:1 3. Abbreviation for ASA ----------- in pool emergency a. All india swimming association b. All india school association c. Amateur swimming association d. Disability student association 4. NOP stands for a. National operating procedure b. Normal operating procedure c. Non-operating procedures d. Nil operating procedure 5. Apply gentle pressure for 20 to 30 minutes if the first aid procedure for--------------- a. Treating cuts and scrapes b. Treating sprains c. Treating burns d. Treating fractures Answers 1-a, 2-b, 3-c. 4-a, 5-a 190

10.9 REFERENCES References book  Hotel housekeeping third edition ,G.Ragubalan.  Hospitality Security: Managing Security in Today’s Hotel, Lodging ...By Darrell Clifton. Website  https://en.wikipedia.org/wiki/First_aid  https://www.verywellhealth.com/basic-first-aid-procedures-1298578  https://files.schudio.com/the-meadows-sports-college/files/policies/Swimming-Pool- Procedures-and-Emergency-Action-Plan-October-2013.pdf  https://www.royallifesaving.com.au/stay-safe-active/in-an-emergency/how-to-carry- out-a-rescue-safely 191

UNIT - 11: HOSTAGE CRISIS II STRUCTURE 11.0 Learning Objectives 11.1 Introduction 11.2 Evacuation 11.3 Communication 11.4 Criteria for crisis team selection 11.5 Summary 11.6 Keywords 11.7 Learning Activity 11.8 Unit End Questions 11.9 References 11.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  Describe the nature of crisis management  Identify the scope of communication.  State the need and importance of evacuation  List the functions of time management. 11.1 INTRODUCTION Having a team in place to handle potential emergencies is essential for most social environments, from elementary schools to universities and from small businesses to global corporations. The functions and roles of each member of a crisis management team should be clearly defined. Individuals should understand their responsibilities for their position, duties, and the expectations placed on them by leadership. 192

Establishing a crisis management team involves carefully examining the personalities, emotions, and capabilities of one or more individuals and making sure those individuals are ready, willing, and able to step up to the plate in times of stress or unexpected situations. 11.2 EVACUATION Evacuation Procedure There are a variety of situations which could occur on campus that may require the evacuation of a building. Always evacuate the building when any of the following occurs: · You hear the fire alarm or see strobe lights · You are instructed to leave by emergency responders, your supervisor, or the Response Team member for your area. · An emergency is evident in your area. Evacuate the building immediately · If it is safe to do so, take your emergency supplies, car keys, purse and/or wallet, and other personal items (depending on the situation, re-entry to the building may not be available for some time) · Shut down all hazardous operations if safe to do so · Turn off equipment if safe to do so · Close doors, but do not lock them · Exit by the nearest safe exit/stairwell. Do not use elevators. · While exiting, note hazards or personnel remaining in the building · Go directly to the designated Emergency Assembly Point (EAP) for the building you are in · Check-in and provide information on noted hazards or personnel remaining in the building to your Response Team member Additional information · The Response Team member for your area will ensure that occupants evacuate the area · As you exit, quickly check nearby restrooms, copier rooms, closets, etc., for other people 193

· Accompany and help any individual with special needs or any visitors and colleagues who appear to need direction or assistance · Proceed as quickly as possible, but in an orderly manner – do not push or shove · Hold handrails when you are walking on stairs · Move to the right if you encounter emergency personnel on the stairs · Once out of the building, move away from the structure and report to your EAP · Do not block streets or driveways · Stay out of the way of emergency personnel who are responding to the situation If instructed to leave campus · Carpool/Vanpool: contact your primary carpool or vanpool member(s) immediately · Drive carefully. Extra caution is required any time you are excited, worried, or distracted by an emergency. · Watch for bicycles, pedestrians, and emergency vehicles · Traffic signals might not be working; use 4-way stop signs; traffic rules · Expect traffic back-ups · Be patient · Follow traffic directions from Public Safety or other safety officials · If normal exits are blocked, you will be directed to an alternate route 11.4 COMMUNICATION Opening the conversation – Introduce yourself and your role in the negotiations – Ask them easy questions – Ask about them • Knowing his or her name – Find out his or her name ahead of time if possible – If not, ask his or her name 194

– Use his or her name in negotiations in order to connect with him or her • Sustaining the conversation – Ask the hostage-taker’s opinion – Show concern for the hostage-taker – Show interest in the hostage-taker – Discuss plans • Closing conversation – Say that the conversation has ended – Summarize the conversation Listening – Active listening • Positive encouragement – Use silent attention to give time to find words – Accept his or her emotional state without criticism – Attentive listening • Pay attention so the hostage-taker can see that you are interested in what he or she says Listening (continued) – Total listening • Listen for the content and the underlying message • Respond to the emotional messages that are often hidden in the content • If the hostage-taker is in view, watch for nonverbal cues – Reflecting • Parroting • Paraphrasing – Demonstrate respect • Listening demonstrates respect most effectively Time is important – The more time the hostage -taker spends with the hostages, the less likely he or she is to take the life of a hostage 195

– More time passing allows the police to prevent harm – More time passing allows the hostage-taker to make a mistake, become apathetic, and/or abandon the confrontation – Determine the psychological state of the hostage -taker • A criminal whose escape was blocked during the commission of a crime • A psychotic or mentally deranged • A terrorist with a fanatical cause 11.5 CRITERIA FOR CRISIS TEAM SELECTION The Incident Command System is a crisis management model that began in government and spread to the private sector. For details on this model and other theories of crisis management, we require “Models and Theories to Improve Crisis Management.” In this crisis management team structure, the incident commander or command team oversees the crisis response and four sub teams (or, in small organizations, individuals instead of sub teams). The sub teams have their own leaders and are in charge of operations, planning and intelligence, logistics, and finance. Below are details of each sub team, an action that best sums up the area of responsibility, and the departments that the sub team draws from: · Command (manages) · Manage overall crisis response. · Determine priorities and objectives. · Direct and control group. · Obtain resources. · Coordinate with executive leadership. · Settle disputes and conflicts. · Take direction from the incident commander. · The team includes a spokesperson, a safety chief, and an executive liaison. 196

Operations (does) · Handle the tactical operations in the crisis response. · Perform initial damage assessment. · Oversee frontline responders. · Establish control over the situation. · Compile status reports. · Seek to restore the business or operation to normal. · Include key areas of operations, such as facilities, security, IT, safety, and real estate. Planning and Intelligence (plans) · Gather, analyze, and share information on the crisis. · Assess status reports. · Recommend action. · Include business continuity staff, corporate communications, legal, investor relations, and representatives of key lines of business. Logistics (cares) · Support human needs, such as food, shelter, transportation, medical care, and counselling for the crisis team and the organization. · Team includes representatives from HR, travel department, meeting services, and employee assistance program. Finance (pays) · Track and document all costs and expenditures of the crisis response. · Handle payroll, emergency purchase orders, cash needs, and purchasing cards. · Coordinate with insurance on claims and worker’s compensation. · Provide administrative support. · Team includes finance, risk, insurance, payroll, treasury, and procurement functions. This organizational chart reflects a large crisis management team under this system. 197

While the makeup of each team varies, depending on the organization and the threats it faces, some common additional roles include the following: · Security Manager: Is responsible for evaluating security provisions of the crisis management plan and handling site security during a crisis. · Spokesperson/Public Affairs Advisor: Briefs the media, handles communications, and forms messaging strategy. · Human Resources Manager: Maintains information on all staff, including after-hours contact details and location, and keeps track of benefits, such as health and life insurance. ·Health, Safety, and Environment Lead: Manages risks to personnel health and safety and unplanned environmental impact, provides training for emergency response, handles damage assessment, and oversees these areas during a crisis. ·Legal Specialist: Advises company on legal and regulatory liabilities and steps to mitigate negative impact, vets outgoing information, prepares anyone who is interviewed by an external body and manages to share confidential information. ·Command Center Manager: Is responsible for maintaining the command centre, making sure it has the all necessary equipment, supplies, and utilities, keeping it stocked and clean during a crisis, and fixing any breakdowns. · Operations and Business Recovery Manager: Provides input on how to shut down and restore operations in an emergency and during a crisis, coordinates efforts of staff working on business recovery. ·Administrative Support Staff: Aids the crisis team by taking notes, tracking action points, handling documents, and providing knowledge on the organization and its workings. ·Information Technology Manager: Provides IT expertise to the planning process and leads the IT crisis response. ·Finance Officer: In crisis planning, sets up contingency arrangements for emergency financial resources; in a disaster, manages cash disbursements and credit cards, decides if financial reports will be delayed, informs insurers, and gathers documentation for major claims. (Employee-related claims fall under HR.) 198

·Business Unit Representative: Plans for a crisis in their business unit, represents their unit to the crisis management team, and can activate additional staff when needed (this role may overlap with operations managers). ·Subject Matter Experts: Varies by type of organization and brings specialized expertise as required. Attributes of Crisis Management Team Members The effectiveness of the crisis response depends partly on the strengths of the individuals who make up the team. Team members should have the following characteristics: · Understand the big picture of the organization. · Effectively advocate for his or her department or area of responsibility. · Be a good collaborator. · Be a strong communicator. · Handle pressure well. · Think quickly and analytically. The team leader, sometimes called the incident commander, must have all the above attributes and should also have the following characteristics: · Be a strong leader. · Make decisions quickly and effectively. · Be respected by colleagues and executive leadership. · Be a strong multitasker. · Be able to bridge differences among different personalities. · Be a good delegator. Crisis Management Team Checklist: First Response by Role This checklist lists key actions for the immediate aftermath of a crisis for each team member according to their role. The template allows you to customize the checklist and mark off items as you go. Site Manager/Crisis Lead 199

· Call emergency services. · Report the emergency to your organization’s crisis response leader and management as directed in your crisis management plan (hotline, for example). · Gather your site crisis response team. · Establish team communications channels. · Account for all employees and determine if there are injuries or deaths. Tell employees to contact their families and let them know they are safe. · Make contact with anyone who witnessed the incident and brings them to a private office. If law enforcement asks to speak with them, do not refuse, but try to consult the crisis management team’s legal specialist first. Individuals may want their counsel too. · Do not disturb anything that could become evidence. · Block entry to the site, particularly if the crisis disrupted operations. Send all staff who are not involved in the crisis response home, and give them instructions on how you will update them on returning to work and resources they may need, such as counselling. · If the crisis has attracted media attention, respond to inquiries with a short, standard response: “I am (name), and I am (title) of (company name). This incident occurred a short time ago, and we cannot answer your questions at this time. We will have an update at (time). Until then, we need to focus on the event.” b. Crisis Team Leader · Activate core crisis management team members (such as safety lead, communications manager, and liaison) and inform senior management. · Find out all available facts about the emergency, such as where, when, and how it occurred, as well as which people were involved, their locations, and their conditions. · Determine the status of the affected site or operation and take any urgently required steps to stabilize it. · Call in any additional crisis staff who are needed to be based on your knowledge of the situation at the moment. · Activate the command center. 200