9 CERC: Psychology of a Crisis
was not available for these people through official
channels, so they reached out to someone with
influence, who they thought could assist them.
This behavior may result from the following:
■ A person’s sense of privilege.
■ A belief that officials cannot guarantee the
person’s well-being.
■ An inflated need to be in control.
■ A lack of awareness of available resources.
Whatever the cause, seeking special treatment
can be damaging to the harmony and recovery of
the community. If there is a perception that favored
people get special help, it invites anger among
community members and chaos when resources are
made available.
Some supplies or treatments may first be
given to priority groups who are either especially
vulnerable to the disaster, such as children and
elderly people, or whose safety is critical to an
effective response, such as healthcare workers.
The term “priority groups” may confuse some people,
who may be unclear about what criteria are used to
define priority and may assume they are important
enough to be in a priority group. To avoid this,
communicators can discuss those groups who have
the greatest need for treatment without referring to
them as “priority groups.”
Good communication can reduce some of these
reactions. The more honest and open government
officials are about resources, the better odds officials
have of reducing the urge among people in the
community to seek special treatment. The following
communication strategies can help communicators
persuade the public to avoid seeking special treatment:
■ Explain what resources are available.
■ Explain why some resources are not available.
■ Explain that limited supplies are being used for
people with the greatest need.
■ Explain who the people are with the greatest need.
■ Describe reasonable actions that people can take, so
that they do not focus on things they cannot have.
■ Keep open records of who receives what and when.
Remember, both people directly affected by the
crisis and those who anticipate being affected by
the crisis need enough information to help them
manage anxiety and avoid behaviors that may divide
the community.
Negative Vicarious Rehearsal
In an emergency, many communication and
response activities are focused on audiences who
were directly affected, such as survivors, people
who were exposed, and people who had the
potential to be exposed. However, these targeted
messages will also reach people who do not need
to take immediate action. Some of these unaffected
observers may mentally rehearse the crisis as if they
are experiencing it and practice the courses of action
presented to them.
In many cases, this mental rehearsal can help to
prepare people for the actions they should take in an
emergency. This may reduce anxiety and uncertainty.
As a communicator, you may encourage this type
of mental rehearsal by asking an audience not yet
affected by an emergency to create an emergency
plan of action according to your recommendations.
Other times, spectators farther away from the
emergency may be much more critical about the
value of your recommendations because they have
more time to decide their chosen course of action.
In some cases, they may reject the proposed course
of action and choose another. If a person rejects an
action, it may be harder for that person to take that
action in the future. For example, if people hear a
story about a search and rescue effort for someone
lost in the wilderness they may mentally rehearse
how they would act in a similar situation. If they plan
out creating an elaborate shelter, starting a fire and
finding food, instead of finding a simple shelter
and water and waiting for rescue, then those are
the actions they might choose to take in the event
that they do find themselves lost in the wilderness.
This would decrease their survival chances because
they would waste their energy and resources on less
important actions.
People practicing negative vicarious rehearsal
might decide that they are at the same risk as
those directly affected by the emergency and need
the recommended remedy, such as a visit to an
emergency room or a vaccination. These people,
sometimes referred to as the “worried well,” may
heavily tax response resources by requesting medical
treatment they do not need. For example, during