06危机管理04情境09极端气候情况sce extreme weather conditions

1、家乐福中国风险防范部Carrefour China Risk Prevention情境 09气候情况SCENRAIO 09 EXTREME WEATHER CONDITIONS定义 DEFINITION炎热或寒冷的气候对人来说是一种危害。在热浪中，主要是脱水，慢性疾病或中暑，还会导致水的大量消耗。在严寒中，主要是体温降低和冻伤。严寒还是导致心疾病，呼吸道疾病以及甲状腺疾病的一个重要。2003 年夏天，热浪席卷欧洲致使法国 15000 人，意大利 20000 人受害。2003 年一月，寒流席卷，致使 1900 多人。2006 年一月，寒流致使欧洲几百人，并且导致水管破裂，电力系统瘫痪，大雪导致数

2、幢楼房倒塌。Exition to extreme heat or cold is an aggresto the human body. During a heatwave, main risks are dehydration, the aggravation of a chronic disease or heatstroke, but also the consumption of non-drinkable water and fired. During a cold wave, the major risk is hypothermia and frostbites. Cold is

3、 also an aggravating factor for vascular, respiratory and thyroid pathologies.During the summer of 2003, a heat wave hit Europe, making 15,000 victims in Franceand 20,000 in Italy. In January 2003, a cold wave caused over 1900 deaths. InJanuary 2006, a cold wave killed severaldreds in Europe and pro

4、voked pipebreaks, a paralysis of electrical networks and the collapses of several buildings underthe weight of fresh snow.预防 PREVENTION在高期间，及时了解天气情况以做好准备。对于那些极易遭遇严寒和酷热气候影响的地区，大楼并且安装空调和取暖设备及后备风扇。在严寒或炎热期间，尽量避免过量的体育锻炼。备有充足的食物和水，一台便携式收音机，外加电池和手电筒。如果天气寒冷，尽量避免使用并且不要喝酒。，除非是紧急情况，同时尽量避免开车旅行。保暖如果天气非常寒冷，组织店内节约

5、使用能源和水。将水分配给店内员工，需要，也分配各顾客。多喝水（至少每天两升），不要等到口渴了再喝水，避免喝酒。如果有可能，在室或不受阳光照晒的工作。During high-risk periods, follow closely the weather in order to be prepared. Haveyour buildings isolated and set up air conditioning or heating devihe platare most exed to heat or cold, as well as backup fans.Avoid as much as

6、sible to indulge in physical exercise during heat or cold waves.Always keep a stock of food or water, a portable radio with extra batteries and flashlights.If the weather is very cold, do not use the phone except in case of emergency andavoid traveling by car. Cover up and do not drink alcohol.Durin

7、g a heat wave,anize water and energy saving inside the store; distributewater to thenel and, if nesary, to c nts. Drink a lot (drinkeast 2 litres asible, work inday), without waiting to be thirsty, and avoid drinking alcohol. Ifbasements or offit are not exed to the sun (blinds).即时行动IMMEDIATE ACTION

8、S门店 Store酷暑期间如果有员工或顾客有抽筋现象，让他停止一切活动并且在阴凉处休息。让他多喝水，如果抽筋现象不，给他做一下舒缓的。如果人仍继续抽筋，通知医生。学习如何辨别中暑现象：中暑的人皮肤很热，有头痛现象并且无论多热始终不出汗。有和昏睡现象。中暑可能致命或造成性损伤；如果你周围有人中暑，呼叫紧急服务并且让呆在阴凉处，同时往他身上喷冷水。学习如何辨别中暑衰竭：出汗反常，身体虚弱；皮肤冰冷，苍白潮湿。有及休克现象。让严寒期间躺在空气新鲜处，立即通知医生。如果你安装了密闭的取暖设备，在水中注入防冻剂并且打开活塞，防止管道破裂。铲除屋顶上的积雪以防止房屋倒塌。对因严寒而皮肤受到严重损伤的人，因

9、将他移动到温暖的地方并且通知医生。祛除一切会血液循环的东西，伤口处用绷带包扎。不要擦洗皮肤，不要试图自行取暖。学习如何辨别体温降低现象：体温降低患者寒冷并且痛苦，感觉麻木，缺乏协调性并且说话。体温降低通常都很，需要医生护理。当你在等待医生的过程中，将病人裹在毛毯里，并给他提供热的甜饮料。During a heat waveIf an employee or a c ns a cr, have him stop all activity and make him rest ina cool place. Make hem drink and, if the spasms do not disap

10、pear, give him a gentlemassage. Eventually, if the crlasts, call a doctor.Learn how to identify the symptoms of a heat stroke: the victims skin is h drowsiness ot, he has headaches and does not sweat despite the heat. He experiments nauseaand. A heart stroke can be deadly or cause permanent damages;

11、 if someone aroundyou is victim of a heat stroke, call emergency servichilly place where you can spray cold water on her.and have the victim wait in aLearn how to identify the symptoms of heat exhaustion: theperspiresabnormally, is weak; his skin is cold, pale and d. Nausea and losses ofconsciousnes

12、s cso be observed. Have thelay down in fresh place andrefresh him. If he vomits, call in a doctor immediay.During a cold waveIf you have a closed-circuit heating system, add antifreeze agent to the water andleave a tap open to avoid any exploof thpes. Have the snow taken out of thebuildings roof to

13、avoid any risk of collapse.In case of skin les due to the cold, move the victim to a warm place and call in adoctor. Take out softly anythingt could her blood circulation and put a sterilebandage on the damaged zone. Do not scrub the skin and do not try to warm them up yourself.Learn how to identify

14、 the symptoms of hypothermia: the victim is cold and painful,feels numb, lacks coordination and has difficulties to speak. Hypothermia is always serious and requires a medical treatment. While you wait for the doctor to arrive, putthe victim in blets and give him hot and st drinks.即时行动IMMEDIATE ACTI

15、ONS安全部门 Country Security Service向操控部门发出警告。需要，安排一些额外的保安团队，防止蓄意破坏的行动发生，组织增援。随时准备参与组织紧急协助Warn the Operations Management.Plan some extra safekereinforcements if needed.ng teams to prevent vandalism and activate theseMake yourself available for stores to help them资产部门 Country Assets Serviceanize emergenc

16、y help.联系门店经理了解毁坏情况的通知保险公司。信息。备用供暖和制冷装备（空调，风扇，后备供暖，防寒夹克），随时提供给门店经理。通过向门店增派，推动技术团队的工作。Contact the Store Manager and obtain information regarding the damages.Warn the insurance company.Stock heat and cold protection equipment (air conditions, fans, blinds, back-up heating, cold jackets) and make them

17、available to store managers.Facilie the work of technical teams by sending backings to stores.开发部门 Country Exploiion Direction为门店经理提供一切条件，确保员工及顾客的安全。协调开展行动。Provide the Store Manager with the appropriate means to guarantee the safety ofthenel and c nts.Coordinate the actions of the different serviinv

18、olved.相关部门外部人力资源部 卫生部 健康 保安部 紧急服务STAKEHOLDERS ernal Human ResourExternalDepartment Healuthorities Communication Department Health profesals Security Department Emergency servi Offils Assotions Media MEDIA事先对不同情况的争论作出充分准备。从容不迫的考虑事故情形，时刻准备介入牢记处理沟通方面的 7 大误区：否认承担事故责任将公司利益置于首位回应过慢面对，采取“不予评论”的立场不与员工交流不考虑就

19、盲目作出决定以下信息将会通过 （攻关部门）传送给。目前对于事件的导致原因以及的分析都还为之过早，但是以及采取并实施了还设立心理治疗小的悉心照顾。家乐福的事故紧急预案。组，所有的受害者都会得到的技术支持部门已经采取了行动。紧急救助小组以及所有处理部门已经召开会议，将会提供信息Prepare well ahead an argumenion taking to your environment.o account the different risks relativeTake the time to think about the situation and prepare yourcommunication.ervention before yourKen mind the seven sins of crisis communication:DenialNot taking responsibility for a mistakePutting a company