Everyday Crisis Management (Friedman)

EVERYDAY CRISIS MANAGEMENT:
HOW TO THINK LIKE AN EMERGENCY PHYSICIAN
by Mark L. Friedman, M.D.

“BECOME CONFIDENT IN ANY CRISIS”

“This book teaches individuals and groups "Hands-on Principles of Crisis Mastery" using
smaller “Everyday Crises” to help readers continually prepare for larger crisis situations.

“CRISIS…
RECOGNITION
PREDICTION
PREVENTION
PLANNING
PREPARATION
TRAINING
MANAGEMENT
RESOLUTION

“Anyone who can learn to think critically and rapidly, and then act decisively — like an
emergency physician — will gain a competitive edge in conquering crises. Today more than
ever before Every Day Crisis Management applies in business, in society at large, and our
personal lives. Whether we are dealing an angry customer, calming an upset spouse,
handling real or managing potential security threats, this book lays out the framework for
reducing the threats. Fortunes have been made and protected, lives saved, and history
transformed by individuals utilizing the principles revealed in Every Day Crisis Management.
When anyone faces a crisis, the difference between success and failure, between triumph
and defeat, between life or death often hinges on the ability of the person involved to change
the odds in their favor. Dr. Friedman, shares a proven detailed strategy for crisis management
in this book. Once you read this book, learn its lessons, practice and apply them, you will
become consistently more successful than you were before at handling smaller every day
crises and much more prepared for larger ones.

“This book will help you…
- Learn to use underlying crisis management methods employed by emergency physicians
to powerfully manage crisis in business, personal life, and any situation
- Master the three basic principles of critical action in preparing for any crisis
- Understand how to make correct decisions under intense pressure using the “Every Day
Crisis Management planning system”
- Discover how to gain a decisive “confidence edge” in business and in your personal life
when things go wrong
- Dramatically improve your odds of successfully surviving during and after any crisis
- Create a framework of courage to draw from during an unexpected crisis.”

- - - - - - - - -


“Dr. Friedman’s book reveals the unwavering compass used by emergency physicians to
navigate
the seas of crisis in an increasingly complex and chaotic world.”
Susan Nedza MD MBA FACEP
Board of Directors, American College of Emergency Physicians

- - - - - - - - -

“Every entrepreneur must learn to think like an emergency physician.”
Gary Hoover MBA, Board of Directors, Hoovers Inc.

- - - - - - - - -

“Friedman teaches all of us regular folks how to deal with the sudden and unexpected crises
that challenge our integrity and change our lives.”
Jeff Hardy, President, Healthcare Enterprise Development Services

- - - - - - - - -

“Down to earth, realistic, evidence based advice. Read this and learn the essential principles
for coping on the job, at home, or wherever you are.”
Anita Young MEd. Rph. Director of Continuing Education,
Massachusetts College of Pharmacy

- - - - - - - - -

EXCERPT FROM THE INTRODUCTION

“When I began the practice of Emergency Medicine some 20 years ago it did not occur to me
that I was practicing crisis management. The multitude of acute and chronic medical cases
brought in every day seemed to be individual patients with individual problems. Later, as Chief
of Emergency Medicine at a big city teaching hospital, I was involved in disaster planning and
management. The idea that the way we managed patients in the emergency room had broad
applicability gradually began to take shape as I unconsciously applied these basic concepts
of “crisis management” to disaster planning as well as my own personal and business crises.

“Crisis management has been popularized for some time in the business arena and there are
several books focused on the topic of crisis in business. Managing and teaching others to
manage crisis situations and the shifting business paradigms of large corporations is a
veritable cottage industry in this country. The Tylenol poisonings of 1986 and the firestone tire
recall of 2000 are two examples of business crisis we will discuss later in this book.

“Medical management of both individual and widespread, population based, calamities dates
back to antiquity. Epidemics such as the bubonic plague or “Black Death” of the middle
ages, smallpox, polio and more recently HIV (AIDS) come readily to mind.

“Disaster management, relating to both natural and man-made incidents, has an equally long
history. Innumerable wars, fires, floods, famines and earthquakes have occurred from time
immemorial.

“Disaster management is even mentioned in the Bible. Personal crisis is as old as mankind.
Each individual in his or her private life will be forced to deal with multiple crises of personal,
group and societal dimensions.

“This book offers a unique new approach to crisis management from the vantage-point of
emergency medicine. Based on this crisis-tested paradigm we are able to collect and
organize wisdom from various disciplines into the framework of crisis management. From this
broad experience basic principles can be distilled and clarified. Utilizing these principles,
crisis management techniques will be developed, that can be applied by the reader to
societal, organizational and personal crisis situations.

“The reader will be introduced to techniques utilized every day by emergency physicians to
manage crisis. While you should not expect to become an expert crisis manager simply by
reading this book, you will become thoroughly acquainted with the skills and strategies
involved. It is only through constant application and practice that these skills will become
honed to the point that the management of crisis becomes routine.”

- - - - - - - - -

TABLE OF CONTENTS

Why You Should Read This Book
Acknowledgments
Foreword
Introduction

1: Crisis
2: What Constitutes A Crisis
3: Crisis Prediction
4: Crisis Prevention
5: Planning
6: Preparation And Training
7: Problem Solving
8: Event Management
9: Major Crisis
10: Crisis Resolution
11: Organizational Skills
12: Business Crisis
13: Personal Skills
14: Personal Crisis
15: Suicide
16: Chronic Crisis
17: America Under Attack
18: Major Crisis Revisited
19: Business Crisis Revisited
20: Terrorism And Terror
21: Disaster
22: Additional Techniques

Afterword
Appendices
Index
References/Resources
Web Site
Consulting, Training, Speaking
About The Author

- - - - - - - - -

ABOUT THE AUTHOR

“Mark L Friedman MD is a 1973 graduate of the College and 1977 graduate of the Pritzker
School of Medicine of the University of Chicago. In 1991-1992 he was a Kron Scholar at the
Kenan-Flagler Business School of the University of North Carolina.

“Dr. Friedman is a Fellow of the American College of Emergency Physicians and the
American College of Physicians. He has been Chief of Emergency Medicine at St.
Elizabeth’s Hospital of Boston, and Assistant Professor of Medicine at Tufts University.

“Currently he is Assistant Clinical Professor of Emergency Medicine at the University of
Illinois at Chicago, and a practicing emergency physician.

“During his business career Dr. Friedman has been President of St. Elizabeth’s Emergency
Medical Associates and The Brighton Group, CEO of National Medical Claims Analysts, and
Vice President at Concentra Managed Care. He has been involved as a principal in
entrepreneurial startups. Currently Dr. Friedman is President of Medical Associates Group.”

- - - - - - - - -
2002, 292 pages. Order #DR668
- - - - - - - - -

4 Arapaho Rd.

Brookfield, CT 06804-3104 USA

1-888-ROTHSTEin; (888.768.4783)

Telephone: 203.740.7444; 888.768.4783

Fax: 203.740.7401

"Keep Me Posted" Business Survival Newsletter