Crisis Management: What Organizations Can Learn From the Emergency Room

I had the unfortunate experience of spending two hours in an emergency room with my son years ago. Fortunately, my son's injuries were not ranked critical compared to what was happening around us, which meant we had some time on our hands. During those long two hours, as we sat and waited to be transferred up stairs, there was what sounded like nonstop chaos ensuing behind the curtain which would blow back and forth with the rooms energy, providing glimpses of trauma. However, it was an organized chaos, the likes of which I had never seen.

While on one hand, being in a major metropolitan ER was a nightmare, on the other hand, I learned a great deal. The precision at which the many members of the team; doctors, nurses, surgeons, and paramedics, came together was brilliant. After seeing this, what I always thought was realistic choreography on Gray's Anatomy was a mere attempt. The real life scenario I was witnessing cannot be choreographed, it is a natural flow of carefully planned crisis management.

The calm at which these professionals moved about the ER collecting supplies, comforting loved ones, and gathering clues of the accidents, all while tending to the patient - was phenomenal. In between the constant rotation of crisis, I couldn't help but wonder what it would take to enact this same intense collaboration within other organizations. Many companies and organizations act like they are saving lives, but are they organized to save lives if they had to? Or realistically, save the business? Do teams have plans in place for when there is a business crisis? Do they know how to react within seconds if needed?

Once home, I did some research on the internet to see if there were any companies offering ER related training to organizations and workgroups. After a few searches I came across Friday Night at the ER. This is a simulation game for people to learn to collaborate and innovate while considering the effects of their actions on the larger system. The game simulates the challenge of managing a hospital during a 24-hour period. Players perform distinct functions, but they come to realize they also depend on one another. This is Applied Systems Thinking and collaboration across borders in action. This is ensuring that your team has a plan in place for when crisis does occur, or if you just want to be an effective, agile team. For the same time you spend in the ER waiting room, you can increase your effectiveness, check it out.