Crowd management

Miguel Diaz Medina. Page 1 of 9 14 June 2001
Crowd MGMT Shipboard. Last update 14 August 2008
CROWD MANAGEMENT
PASSENGER MUSTERING AND CROWD CONTROL
1) Why is crowd management necessary?
An emergency is any situation, which has the potential to cause serious injuries, and which
requires immediate action to handle it. Crowd management is used to try to prevent accidents and
to make sure an effective response can be put into action if there is an accident. Thorough training
with a professional approach to your duties may help to save lives.
Being aware of behavioral patterns can help the understanding of why groups of people act in
certain manners, and it can help you to decide how best to handle the situation.
Sometimes it only needs a minor incident to trigger a sequence of events in crowded areas, which
can rapidly escalate out of control.
BASIC INSTICTS
Human beings are sociable. It`s a basic instinct to meet and socialize whether to have a meal,
enjoy a sports match, for religious ceremony or simply to get from one place to another. Getting
together for a common purpose gives the individual a sense of identity and can increase their
enjoyment levels an event. But as well as enjoyment, being in a crowd can sometimes encourage
other emotions too:
 Aggression Anger.
 Claustrophobia Courage.
 Disorientation fear.
 Panic selflessness.
“Fight or flight”
Some of the emotions listed above are caused by the body`s natural responses to unusual
stress. The flow of adrenaline increases, which heightens the feeling of excitement or fear. This
is sometimes referred to as “The fight or flight syndrome”.
The blood flow increases to the muscles and brain and the heartbeats faster, preparing the
body to face whatever danger lies ahead.
In stressful situations we do not always act rationally. The “Fight or flight” Instinct is strong
and can lead to strange reactions. What do you think is more likely to happen in an emergency-
will people panic of will they simply do nothing.

Believe or not, they are more likely to do nothing! Most passengers´ ideas of a shipboard
emergency come from the unreal world of cinema. Movies about the titanic and other disasters
emphasize the panic and hysteria because they add drama to the story and after the entire
movies audience is paying to be entertained.
In fact eyewitnesses of major disasters report that the majority of people continue to do
whatever they were doing before the emergency began. The difficulty you as a passenger
manager may have is persuading passengers that the emergency directly involves them and to
persuade them to stop what they are doing and follow your instructions.
CURIOSITY
It is also human nature to be curious. Sometimes people will go towards a dangerous situation
to see what is occurring. Take for example vehicle drivers, who have tendency to slow down to
look at accidents. This is not only hampers the emergency services but can also cause other
accidents and has coined the phrase “rubbernecking”. This basic instinct or “curiosity” is
something you will have to overcome in managing where and how people evacuate an area.
PANIC
A small minority of people will panic you must immediately try to prevent these passengers
from hurting themselves or others, and to prevent their sense of panic from spreading and
affecting the already heightened emotions of the other passengers.
ANGER
Some people react to stressful situations by becoming angry. Sometimes calm reassurance will defuse
a situation but sometimes in can be necessary to separate angry passengers from the group if it looks
like their anger could potentially agitate others. Whatever the reason, stay calm and do not get angry
yourself. Angry people may not be thinking rationally. Keep calm, and be prepared to repeat
instructions or messages firmly, call for assistance if you feel the situation is getting out of hands.
CONFIDENCE
By remaining calm using a confident voice and body language you are able to reassure everyone that
the situation is under control. Depending on what your passenger management role is, you may need
to approach nervous passengers to reassure them, of if you cannot leave your post, to indicate to
another member of staff. Remember that whatever your normal relationship with passengers, during an
emergency it is your instructions that have to be listened and adhered to. Therefore, be prepared to be
firm and insist that they do as you say.
Not every one finds it easy to take control of a situation and to portray a self-confident image. This is
one of the reasons why it is so important to take part in all the emergency drills arranged onboard your
ship. Although someone senior will be appointed to take responsibility for passengers muster stations,
in an emergency all members of staff must be prepared to take charge if needed.

SAFETY AND HEROICS
Emergency situations can bring out “the best” in people. This can mean they show consideration
towards their fellow passengers, others might perform heroic acts with total disregard for their own
safety, which would normally be considered totally out of character. Safety must always put first, not
only those of the passenger`s in your care, but for your own personal safety too. You have a big
responsibility with a lot of people relying on you for guidance and support. In an emergency situation
you must assess hazards and risks to determine what control measures are already in place and what
else can be done to reduce these risks if possible.
WHAT TO DO IN AN EMERGENCY.
Raising the alarm
It is essential that you know how to raise the alarm correctly and to alert the passengers. The following
guidelines will assist, but you must make sure you know what your company`s procedures are as they
may be different.
If you discover fire (or another emergency), you should:
1. Raise the alarm by pressing on the alarm buttons (usually red) situated around the ship.
This will alert the bridge but not sound the alarm bells. The bridge should be able to
identify your location.
2. Calmly evacuate the immediate area making sure everyone is out of his or her cabins.
3. Close the doors of the affected areas to contain the fire and smoke, including if possible
the fire doors.
4. When the area has been evacuated with the doors closed, contact the bridge and
inform them of the following:
 Who are you
 Where you are
 Where the fire of the emergency is
 What action you have taken
 Anything else which you feel to be relevant
The bridge can call an assessment party to your location. The information you give is very important, so
if possible stay near to this location without endangering your own safety until you have spoken to the
assessment party.
SIGNALS
The two signals, which are likely to be used and heard to call the crew to their emergency stations, are
as follows:
1. General emergency signal- seven short blasts followed by one long blast on the ship general
alarm (whistle, loud speakers, lights and rings).
2. Crew alert-the continuous ringing of the ship alarms (make sure you know what you are
supposed to do when you hear the signals)

CLOTHING
Some companies issue highly visible clothing, such as baseball caps to the stair guides and muster
stations personnel. When you are called to your station by one of the signals, you should collect and
wear your life jacket. This may be marked either guide or muster, your highly visible clothing (if
issued), warm sensible footwear. If you require any medication, this should also be taken with you.
SAFETY & HEROICS
Emergency situations can bring out “the best” in people. This can mean they show consideration
towards their fellow passengers, offering assistance to someone less agile than themselves or with
young children. Other might perform heroic acts with total disregard for their own safety, which would
normally be considered totally out of character. Safety must always put first, not only those of the
passenger`s in your care, but for your own personal safety too. You have a big responsibility-with a lot
people relying on you for guidance and support. In an emergency situation you must assess hazards
and risks to determinate what control measures are already in place and what else can be done to
reduce these risks if possible.
STAIRWAY GUIDES-PREPARATION
Stairways guides should go their stairway location and take up their positions. You should check that
the position is safe for yourself and for your passengers. If you find on arrival that the stairway is full of
smoke, close the area off using the fire screen doors.
You should then stand outside the stairway and be prepared to guide the passengers to another safe
stairway. You should also report the situation to your section leader, who will ensure the message, is
passed via the zone commander to the bridge.
If you are prevented from getting anywhere near your stairway, listen for announcement, which will
inform you of your duties. You also remain at your position until you given other instructions. It is likely
that announcement similar to the following will be made:
 “The passengers have been mustered. Relocate to you designated passenger muster station”
 “The emergency has been dealt with and you can now stand down”
MUSTER PERSONNEL-PREPARATION
When you hear the alarm you should go to the passenger muster station and prepare the room for the
arrival of passengers. It is vital that when the passengers arrive, someone is in charge and can be easily
seen. Although there will someone designated as “in charge” another one as “second in charge”, it is
possible they may not be there yet.
If neither of these persons is there, the first person to arrive must take charge until one or both of them
arrive. This means taking over their position and carrying out their duties.

All the personnel within the room must work as a team and not as individuals. The officer in charge
needs to be able to rely on everyone in the room being able to use their initiative and to follow the
procedures practiced during the drills. Do not expect to receive detailed instructions from them, as you
should know the duties required of you.
It may be a very short time before passengers arrive at the muster stations. You should ensure that the
room is ready to be checking that the entrances and exits are clear of obstructions and that there is a
clear access to the seating areas. If smoke, fire or similar dangers affect the room, close the door to try
to contain the problem and prevent any passengers from entering. Report the situation to the muster
control party.
MUSTER CONTROL PARTY
On joining each ship you should find out where the muster control party is located, usually it is close to
the muster stations. The muster control party will be in radio contact with the purser, who is responsible
for the overall muster of passengers whilst being assisted. The purser and his assistant will be in radio
contact, whilst also keeping them informed.
PASSENGER MUSTERING
The bridge sounding the general emergency signal will muster passengers. When passengers hear
this they should return to their staterooms or cabins, collect their lifejackets, warm clothing, a head
covering and any medication they need. They should then procedure to their muster stations carrying
their lifejacket, which will have a number, attached indicating the station they should go to. They
should not wear their lifejacket.
If passengers are unable for any reason to get to the staterooms or cabins, they should be directed to
the muster stations where they will given a life jacket. Spare lifejackets are stored near the muster
stations for this purpose. It is the pursers responsibility to organize the delivery of lifejackets to where
they are required. It is important that you know where the spares are kept, including those for children.
THE JOB OF THE STAIRWAY GUIDES
Your role is to assist and ensure that there is a smooth and orderly flow of passengers to their muster
stations. Instruct them to keep to the right hand side of the stairways and passages. You may need to
offer assistance to some whilst being prepared to reassure them in a calm and confident manner. You
should also watch out for an uneven flow of movement and be prepared to slow passengers down to
avoid overcrowding and thus the potential of an accident.
If your company uses letters on passengers lifejackets to identify which muster station they belong to,
you must keep a watch for a passengers who need redirecting to the correct station. If this is not
possible reassure them, that these procedures were well practiced, and arriving at the wrong muster
station will not cause them a problem. Also as a stairway guide you are expected to know in addition to
your other duties the routes from the muster stations to all survival craft embarkation points.

Once passengers are assembled in their muster stations, Stairway guides will hear a broadcast
announcement to go to their assigned muster stations in order to assist the muster personnel.
THE JOB OF MUSTER PERSONNEL
As muster personnel your job is to ensure there is an orderly arrival and progression of passengers to
the muster station. The passengers should be moved into the room quickly but without a rush. Make
sure that the seating areas away from the doors are filled first and that there are no gaps left as it will
be more difficult to direct passengers to these areas at a later stage. Passengers must be asked to
remain quiet in order that they hear the instructions given by the officer in charge, or by the P.A.
announcement. It is likely however that the captain will keep everyone informed from time to time by
using P.A: system.
Passengers should not be allowed out of the muster stations unless with the explicit approval of the
officer in charge, and even then it is unlikely permission would be given. If they have pressing reason
for leaving such as lost member of the family, or medication needs. You must assist as much as
possible, whilst being firm that they must stay in the muster station. You may also need to repeat some
of the information from the officer in charge as this will help to reassure the passengers, as some will
need reassurance that others. It is very important that the information you give is the same as given by
the officer in charge, therefore is you are unsure about certain aspects you must ask for clarification
from the officer in charge. Remember to always be aware for passengers of groups that have special
needs ensure their escort knows what is happening so they can communicate this to their group. Also as
a member of the muster personnel you are expected to know in addition to your other duties, the routes
from the muster station to all survival craft embarkation points.
LIFEJACKETS
Passengers should have brought their lifejacket with them, some way already be wearing them. You
should explain that they may be at the muster station for quite some time and that they will be more
comfortable sitting down without the wearing of the lifejacket. You may also need to explain that you
are wearing yours in order that you can be identified as crew and be easily seen.
There should be spare lifejackets available at all muster stations for passengers’ use who have not been
able to retrieve them for the cabin. If necessary ask the officer in charge to contact the muster control
party who will arrange for additional supplies to be delivered to your muster station.
RE-UNITING PASSENGERS
Passengers, who have become separated from their partners, families of traveling companions may
approach you. You should assist where possible in helping to locate them within the muster station, of if
necessary to ask the officer in charge to contact the muster control party to determinate if they have
gone to another station. Any passengers who arrive at the wrong muster station should be relocated if
possible, if they cannot, welcome them into your group.

PREPARING FOR THE POSSIBILITY
OF EVACUATION
The officer in charge will explain to the passenger that the muster station must be prepared JUST IN
CASE. So that in the unlikely event of an evacuation everybody should know what is expected of him or
her. The passengers will be told that it is extremely unlikely that it will be necessary to abandon the
ship, but procedures are carried out just in case.
DONNING LIFEJACKETS & FORMING
A CROCODILE
1) Making sure that you are standing where passenger`s can easily see you, and that you and the other
guides are positioned equally around the room. As the officer in charge explains who to don a
lifejacket, demonstrate each step. Make sure passengers stay seated. If any of the passengers indicate
that they have not understood something, be prepared to explain again.
2) The officer in charge will then ask the passengers to stand and put on their lifejackets as they go
through the procedure again. Be prepared to assist.
3) The passengers will then have the evacuation procedure explained to them. You must reassure them
where necessary that that this is JUST IN CASE measures and that these procedures have been well
practiced. Do not say how many passengers will go into each group as they may try to calculate how
many groups are ahead of them, which may cause them to worry.
4) You may be asked by the officer in charge to help demonstrate when they explain the evacuation
procedure. Help passengers by demonstrating the “CROCODILE” as the officer in charge describes
how they should hold on with one hand to the loop on the back of the lifejacket of the passengers in
front of them.
SEASICK TABLETS
These help to reduce the effects of the seasickness and dehydration and should be swallowed before
the ship is abandoned (they take 30 minutes to become effective). When directed by the officer in
charge, collect a supply from your group from the muster station box. Do not issue them until instructed
to do so.
EVACUATION TO BOATS
If evacuation is to commence, the purser will inform the officer in charge. If you are designated to
guide a group, you need to pick up from the muster box the numbered indicator or batons that identify
your survival craft, together with the seasickness tablets. The door checkers will count out your
personal group and inform you when you need to embark the lifeboat. If you are leading the group,
steady pace and check behind you from time to time to ensure that everyone is keeping up. The guide
at the rear will ensure that the group stays together.

If you are part of the passengers’ assistance party, reassure them that they will be taken to the crafts last
in order to avoid others passengers being loaded over them. Reassure them that they are not being
forgotten of that they are any less important that the rest.
Remember that operational crew will be assigned to each craft and therefore you will not be told to go
to the survival crafts unless they are ready for embarkation. The operational crew will be in the craft
when the passengers arrive. The craft should only be loaded up to a maximum capacity with the
passengers, and escorts, as there are more than sufficient crafts for all passengers, escorts and crew.
THE ROLE OF THE OFFICER IN
CHARGE
If you find yourself needing to take charge because the designated officer and his deputy have not
arrived at the muster station, you must be prepared to take control of the room and maintain that
control. You must:
 Make your presence known to everyone in the room
 Stand on the stage of table, use a microphone of megaphone if available
 Be confident in voice and manner so everyone listen to you
 Remain calm and relaxed and you will calm the people in the room
 Keep your instruction short and to the point
 Remind passengers that drills and practices are carried out regularly; therefore the system has
been tried and tested.
 Ask people to be patient until everyone is accounted for
 Do not leave your position, People should come to you
 Keep repeating that this procedure has been practiced many times and that getting passengers
into the muster stations is a precautionary measure
 Identify passengers who may be difficult and cause trouble, including those who could be
drunk, injured, hysterical or distraught.
 If you do have difficulty with any of these groups, assign somebody specifically to look after
them and:
1) Have them moved to a quitter area of the room, away from the main crowd.
2) Try to keep them calm.
3) If necessary call the muster control party.
KEEPING PEOPLE INFORMED
 You must keep people informed, in order to avoid speculation, which can make the situation
worse.
 Gain guidance from messages you hear over the P.A. system
 Explain to the passengers where the problem is and that it is being dealt with.
 Use to your advantage the number of messages being broadcast, by saying something like; “as
you can hear, we have a lot of different parties who are being put into action immediately”.
This is a standard procedure implemented in order to be prepared, as we prefer to take these
measures now so that we are prepared for any eventuality, and that we can be one step ahead
all the time”

 Only tell the passengers what you know to be correct. If you are unsure of an element
concerning the situation, do not simply guess try to find the answer.
 Try to find passengers who can assist with groups with whom you may have a communication
problem.
PREPARING FOR THE POSIBILITY OF
EVACUATION
 Tell passengers that the muster station is going to be made ready “Just in case” there is a need to
evacuate.
 Reassure them that is extremely unlikely that it will be necessary to abandon ship, but we must all
be prepared.
 Remind how to don a lifejacket.
 Make sure the passengers are sitting down observing ensure that there are enough demonstrators
around the room.
 Ensure that everyone can see properly. If you have enough time, go slowly through the procedure
and make sure everyone understands what he or she must do.
 Get the passengers to stand up and put their lifejackets on.
 Go through the procedure again.
 The muster station personnel should help as required.
 Remind the passengers of the general emergency drill that they participated in, and how the
evacuation will take place.
 Practice the drill by actually taking passengers to the lifeboats so they are prepared in the unlikely
event it becomes necessary to go the lifeboats.
 Demonstrate the “crocodile” by asking passengers to form a line and to hold on with one hand to
the loop on the back of the lifejacket of the person in front.
 Ask muster personnel to assist if required.
 Explain that in order to control the speed of the evacuation they will be sent to the boats in groups.
 Don`t go in details of how many are in each group, as passengers may worry as to how many
groups are ahead of them, and thus how long they will have to wait.
 Allocate people in wheelchairs to the rear of each group. Explain this clearly in order to prevent
passengers climbing over them to board the boats.
 Remind all if appropriate, that the passenger assistance party will assist them to embark the
survival craft.
 Reassure them that they have not been forgotten.
ENGINE ROOM FIRE PARTY
There is more than one fire party. Hearing the engine room fire party called does not mean there is a
fire in the engine room. Passengers may believe the fire is spreading if they hear this message, so it is
important to assure them that it is just the name of one of the parties, who are being asked to assist
another one.

Crowd management

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