STCW-95 Crowd Management

Information Sheets & Student Note Taking Guide

This course of instruction is designed to provide the student a training experience, which will satisfy: (1) the Crowd Management training requirements of Paragraph 1 of Section A-V/2 of the STCW Code for Ro-Ro Passenger Vessels and Paragraph 1 of Section A-V/3 of the STCW Code for Passenger Ships Other Than Ro-Ro Passenger VesselsAND; (2) the Safety Training requirements of Paragraph 3 of Section A-V/2 of the STCW Code Ro-Ro Passenger Vessels and Paragraph 3 of Section A-V/3 of the STCW Code for Passenger Ships Other Than Ro-Ro Passenger Vessels. This training program will impress upon them the importance of identifying and using all available assets to ensure the safety of the crew and passengers. Who must have Crowd Management training? Anyone engaged in employment onboard a passenger ship and when given the duty on the muster list to assist passengers during and emergency.

Crowd Management Course

Information Sheets and Note Taking Guide

A. Course Objective - Upon completion of this training the student will be able to apply the practical skills of crowd management to emergency situations to optimize the chances of survival for passengers and themselves. 1. The student will know the following pertaining to the muster list (Station Bill): (a) Identify upon hearing the following emergency signals: (1) Fire & Emergency. (2) Abandon Ship (3) Man Overboard; (b) where and what are the duties for each emergency; (c) what actions should passengers take upon hearing the general alarm; (d) location of the muster stations; (e) location of the fire and safety control plans; (f) how to use the information on the fire and safety control plans to help manage a crowd of passengers in an emergency. When given the duty on the muster list to assist passengers during and emergency the student will know: (a) what their emergency role is; (b) where the emergency exits are located; (c) rules for use of elevators (d) how to search accommodation areas; (e) the importance of keeping escape routes clear.

2.

B.

Crowd Management Training.

What are Emergency Procedures?

Emergency situations:

Awareness of life-saving appliance and fire and safety control plan (emergency plans). Fire Safety and Control Plan: Ship Evacuation Plan

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Information Sheets and Note Taking Guide

Ship Fire Plan

Muster list/Station Bill and emergency situations;

Emergency exits.

Exit signs and markings.

SOLAS emergency stripes and emergency exit lighting

IMO symbols

Assisting passengers - The ability to ensure that the passengers are suitably clothed and have donned their lifejackets or Personal Flotation Devices (PFDs) correctly.

Types of PFDs: Type I Type II Type II

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Information Sheets and Note Taking Guide

Type IV

Type V

Assisting passengers and communicating to keep control and to keep them calm.

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Familiarization training.

Value of drills and on board training. Practice in dealing with emergencies

Building confidence in ability to handle an actual emergency

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Information Sheets and Note Taking Guide

Reacting the same way in an emergency as when conducting drills.

Emergency Signals for the following situations: Fire and Emergency: Dismissal: Abandon Ship Dismissal: Man Overboard:
Continuous sounding of the ship's whistle supplemented by a continuous ringing of the General Alarm bells for not less than 10 seconds. 3 short blasts on the whistle and 3 short rings on the General Alarm bells. 7 or more short blasts, followed by 1 long blast on the ship's whistle and the same signal on the General Alarm bells. From Boat Stations = 3 short blasts on the ships whistles. The ships whistle is used to sound the International Signal Code for "O scar" ( ) repeated at least four times on the ship's whistle followed by the same signal on the General Alarm bells.

Emergency signals and announcement by the Captain:

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The ability to assist passengers en route to muster and embarkation stations, including: The control of passengers in corridors, staircases and passage ways;

Ship evacuation plan

Need to establish physical presence

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Information Sheets and Note Taking Guide

Control of passengers in corridors, staircases and passage ways

Human behavior in the case of an emergency

Good evacuation plan

Exchange of information and communications

Corridors, stair cases and passage ways

Maintaining escape routes clear of obstructions;

Method available for evacuation of disabled persons and persons needing special assistance;

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Search of accommodation spaces.

Cabin searches

Searching general or public spaces

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Mustering procedures, including: The importance of keeping order - Crowd Behavior Overview - On passenger ships, large
crowds can be hard to control even when things are normal. In an emergency, it is even more difficult to manage because peoples behavior changes in an emergency.

Communication issues
(As crowd size increases, communications slow down.)

Movement issues
(Larger crowd take longer to move, stop or change directions.)

Management issues
(Crowds are often confused about who is in charge.)

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Information Sheets and Note Taking Guide

Role versus the Rules
(It is vital to understand that your role changes in an emergency from your normal job.)

Use procedures for reducing and avoiding panic: Managing the situation. Crowd Management Framework - It is sort of a mind map, which gives you something to work through to help you decide in an emergency: Who or what you are dealing with. What you want them to do. How can you get them to do it. How you should tell or ask them. What, or who, do you have to help you.

Stage 1 Gathering Information: Stage 2 What can you do? Objective: Tools: Power: Style: Stage 3 Carrying it out: Stage 4 Did it work? What do I want them to do? What or who do I have to Help Me? What power do I have to get them to do it? How should I tell them?

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Information Sheets and Note Taking Guide

Stage 1 Gathering Information Stage 2 What can you do? Stage 3 Carrying it Out

Crowd Management Framework

Who am I dealing with? What am I dealing with? What are they doing?

Objective What Do I Want Them to Do? Tools What or Who Do I Have To Help Me?

Style How Should I tell Them? Try the best fit. Power What Power Do I Have To Get Them To Do It?

Stage 4 Did it work?

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Power What Power Do I Have To Get Them To Do It? There are a number of different types of power, but not everyone has them all. Decide what type of power you have, which one will help you influence passengers the most.

-Coercive (We must leave the space now because we are in danger.) -Connection (The Captain has asked me to tell you to remain on the main deck.) -Expert (Attention everybody, I am going to explain how to get into the liferaft and what to do when you are in it.) -Information (Attention please, I have some information from the bridge.) -Position (Ladies and Gentleman, I am the person in charge of loading the lifefraft, can I have your attention please.) -Personal (Come on sir, you and I should be going to our muster stations.) -Reward (Once we get to our muster stations we will get our next instructions.)

Style -

How should I tell them?

X-Style - Dictator X/Y Style - Dictator/Democratic Y Style Democratic

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Style How Should I tell Them?

Style - You must choose a way of communicating based on:

# # # # # The seriousness of the situation. Who are you dealing with? What you want them to do? How much time is there? Power base to use?

X-Style: Hard style, telling. Y-Style: Soft style, asking. X/Y-Style: Somewhere in between.

Stage 3 - Carry out what has been decided to do Stage 4 - Decide if the actions taken are successful or not Did it work Yes? or No?

If No, Go back to Stage 1?

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Information Sheets and Note Taking Guide

Influencing factors on human behavior: Factor 1 - What they think of the person giving the warning. Factor 2 - How old are they? Factor 3-Who are they with? Factor 4 - What they see going on around them? Factor 5 - Where are they when warning is given? Factor 6 - Is it day or night time?

Human behavior in an emergency Warning- Phase One 10% might accept right away, get ready for action 30% unsure or curious, ask other people what is happening 60% ignore warning or obvious signs that something is wrong Psychological impact - Phase Two -Acceptance of emergency situation -The stress response (Impact phase is when everyone feels some stress.) -You; (You must control your own stress response and continue to carry out your emergency role.) -Passengers (They may feel fear, helplessness, weakness to do anything and anger.)

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Information Sheets and Note Taking Guide

Human Emotions: -Fear (Explain the situation in a way that calms them and assures them the situation is under control) -Helplessness and weakness (Reassure them that they will be able to manage. Give them something to do, even simple things will work.) -Anger (Explain that there are emergency systems and procedures in place. Explain that there are well trained people ready and willing to help them.) Evacuation - Phase Three - This phase is about getting passengers to stop what they are doing and move to a safe area such as a muster station: -Movement (Some will be slow to move, not be able to think or act for themselves, may not accept or be aware of the danger.) -Motivation (Some will forget procedures, may want to return to their cabins to collect items, may want to finish a meal or their drink first.) -Choice of exits (Most will try to use the same door or entry they used to enter the space.) -Exit signs (May not even notice details like exit signs placed high, and SOLAS emergency stripes placed low.) (SOLAS stripes are placed low because you should crawl low to the deck in a fire to
escape heat.)

-Passenger self interest (Passengers will often help and take care of others, sometimes to the point of putting themselves in danger.) -Moving through smoke (Some passengers might try to escape through smoke filled routes. Many passengers who open their cabin door and find a smoke filled corridor will normally close the door, and some will try to stay where they are unless led to safety.) -Getting to muster stations (How easily passengers get to their muster stations depends upon their age, fitness, and disabilities. Some may find it hard to remember instructions.) Look out for those who need extra help from you!

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Information Sheets and Note Taking Guide

Assisting passengers during the evacuation phase: - What is the best way to give clear and reassuring orders? -Your location, visibility and body language -Situations which may require assistance from passengers -What type of passenger may be useful as a helper . .

-What methods can be used for evacuating disabled people and people needing special assistance . -Possibility of needing to search for passengers (cabin searches)

-What are passengers likely to do during the evacuation phase? How many will act rationally? How many will be passive? How many may start to panic? What could cause passengers to panic? Group 1: Group 2: Group 3 25% 70 % to 75% 1% to 4 %

How many will show fear-flight behavior? Group 4:

1%

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Mustering procedures: Maintaining control during the muster and embarkation stages.

Keeping order - Organize queues, ensure orderly boarding.

Using the passenger list for evacuation counts - Vital for accounting for passengers.

Making sure all passengers are dressed properly - Thermal protection, protected from exposure, PFDs donned correctly.

Recoil - Phase Four: -After the emergency -Returning to normal -Reassuring passengers

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Information Sheets and Note Taking Guide

2.0 Carry out the duties as assigned on the muster list to assist passengers in emergency situations on board passenger ships. 2.1 During a drill scenario demonstrate the knowledge and ability to: 2.1.1 2.1.2 2.1.3 2.1.4 2.2 Use proper mustering procedures, while utilizing human behavior and crowd management techniques; assist passengers enroute to muster stations; keep order and reduce likelihood of panic; and ensure all passengers have donned their lifejackets correctly.

Demonstrate knowledge and understanding of effective crowd management techniques: 2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7 2.2.8 2.2.9 Mustering procedures Ship fire and safety plan Control of passengers enroute to muster or embarkation stations Maintaining escape routes clear of obstructions Search of accommodations spaces Importance of keeping order Reducing and avoiding panic Influencing factors on human behavior Human behavior in an emergency

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