“Get down on the ground or I’ll shoot.”
Just imagine: one minute you’re making a cup of coffee in the office, the next you’re being gagged and bound and forced to the floor.
Being held hostage is one of the most terrifying experiences that anyone could be faced with. Of course, most people think that it would never happen in their business. But could it? Doubtless, that’s what the good people at a driver training company in London thought before it happened to them.
On Friday 27 April, police were called to Tottenham Court Road just before noon following reports that computer equipment and office furniture were being thrown from the fifth floor of an office block.
Witnesses at the scene reported that several members of staff from Advantage Training Services, a company that provides HGV courses, were being held against their will by an angry former customer.
One of those people was Abby Baafi, aged 27, who told the BBC: "I recognised him because he was one of our previous customers. He turned up, strapped up with gasoline cylinders, and threatened to blow up the office."
Hundreds of office workers had to be evacuated from the surrounding buildings and Tottenham Court Road was completely closed during the ordeal, which lasted for around three hours.
Metropolitan Police commander, Adrian Hanstock, said: "This was a potentially life-threatening matter owing to our concerns that a suspect had in their possession flammable liquids and other dangerous articles.”
Thankfully, situations like this are extremely rare and, although most hostage victims are eventually released unscathed, there is always the potential for things to turn deadly. And with security on full alert as we look ahead to this year’s Olympic Games, HR directors need to ensure that they are ready for any eventuality.
Before the incident
As with any scenario, planning is crucial. Of course, the circumstances of these incidents can vary so wildly that it’s difficult to prepare in any comprehensive way. Equally, you don’t want to spread fear among your staff by overplaying the likelihood of a hostage attack.
However, a few general emergency strategies can be applied. Firstly, ensure that everyone knows where the nearest emergency exits are located and where they should regroup outside. Staff should evacuate immediately upon receiving an alert (ignoring possessions/work), but should proceed in an orderly fashion out of the building.
Secondly, you may like to create a series of code words for use in an emergency situation, which communicate very simply what is happening. In high-risk buildings or locations, the availability of panic buttons could also be an important precaution. Likewise, consider introducing security guards and/or security screens.
But it is also worth thinking about incorporating advice on dealing with difficult customers into your staff training in order to prevent any situations from escalating out of control.
With the Tottenham Court Road incident, the captor was a former customer who wanted a refund for the course that he had failed – and this is a fairly common situation. So we need to understand what the customer has experienced prior to this point.
During the incident
Staff will be looking to you for reassurance so you need to remain calm and controlled. Panicking will not help anyone. If you have a senior role, you have a responsibility to lead the team through this experience.
But the people in your team could react in many different ways. Some may be angry, some frightened and some calm. Be flexible in your approach, but consistent with your messages. You don’t want rumours to start.
It’s also important to keep a close eye on your staff because an initial shock reaction can quickly evolve into frustration. Guard against people who want to be a hero.
Look out for anyone who seems angry and make sure they do not disappear out of sight. They might attempt to re-enter the room or building, but that would be an extremely dangerous situation, which must be left to the professionals.
If you’re in contact with the hostage-taker (at least before emergency services arrive), stay calm and agree to everything they ask. Only provide them with information that is essential.
Attempting to talk them out of it at this stage could inflame the situation. Just as everyone else should try to keep their cool, it is vital that the intruder is kept as calm as possible.
It is probable that this is the first time that they have done something of this nature, which means that they’re likely to be stressed too. Their adrenalin will be pumping, but you don’t want them to do anything rash.
As HR director, you’ll be expected to gather information, do a head count and keep your staff together in one place. Act as an intermediary between police and employees by sharing information if possible, in order to reassure your team that the situation is under control.
Try not to let anyone leave in the early stages. You need to keep the situation contained and controlled. Equally, ensure that no one talks to the media at this point. Any media coverage driven by panic or sensationalism could again be inflammatory.
Also remember that dealing directly with hostage takers is a delicate skill and leave it to police specialists.
After the incident
Individuals respond to trauma in different ways so assess each person on an individual basis rather than as a group. Try to gauge each individual’s state of mind and how they feel about work.
Some will feel that continuing to come into work is the best way forward, while others may want a few days’ leave. However, it’s important that counseling is made available to everyone – not just in the short-term, but in the long-term too.
One thing that we know about post-traumatic stress is that it may not become immediately apparent. A stressful experience may bring feelings or memories to light immediately or it may be months later.
Around one in three people will develop post-traumatic stress disorder, but nearly everyone will display symptoms of post-traumatic stress for the first month. Such symptoms include depression; feelings of guilt; anxiety; anger and grief. Staff may experience flashbacks/nightmares, avoidance, numbing and a feeling of being ‘on-guard’.
The issue is that life threatening episodes undermine a belief that life is fair and safe and that someone is secure. It is vital to look out for these symptoms and allow employees time to talk about how they’re feeling. They need to be allowed to ask questions and, most importantly, to get back to their normal life and routine.
Although an unlikely occurrence, it is still extremely important to review what staff protection policies are in place for hostage situations. I doubt the personnel at Advantage Training Services ever thought that they would be faced with such a scenario as they arrived at work on that Friday morning.
And consider this: while most companies these days have excellent security in place to safeguard computers, servers and other assets, it is often the staff who are forgotten. So just ask yourself – what’s more important? A company laptop? Or the chief executive?
Dave Thomas is managing director of Spy Games, which provides espionage-themed corporate training activities.
