When Americans first learned of the terrorism on our land, we leaped to the television, where networks were replaying the horrific way people were dying

--jumping from or being blasted out of the buildings.

When I first heard of the WTC disaster, I feared that my 27-year-old brother, Danny (he works for Dean Witter), was hit. As I watched video coverage in horror, I frantically tried to call my family for an hour to no avail--all circuits were busy.  When I did reach my father, he assured me that my brother was not affected since he did not have to be at work until later. Danny had been on the train to work when the conductor warned people to go back; he watched the towers collapse from across the river in New Jersey. Thousands of individuals have their own tales of amazement and horror.   

New Yorkers are more anxious now, and the entire country is devastated. Every American has been affected in some way. As our country mourns, we gather the strength to carry on. People who lost friends or relatives and those who almost lost their own lives are especially traumatized.

Many individuals are rethinking their employment. Those who worked in the WTC and survived may never return to working in a tall building; many will no doubt move away from downtown New York. Hundreds of flight attendants nationwide are nixing flying for safer professions. 

As a sales manager, you must lead your sales staff past this crisis. Expect some of your people to experience post-traumatic stress symptoms like nightmares, gruesome thoughts, depression, sadness, loss of appetite, or obsession over the event. Salespeople may also fear entering tall buildings and flying on airplanes; this could have a big impact on sales results.

Here is a plan of action for you to take:

·        Allow sales staff the chance to share their feelings and to be supported by colleagues. People will respond differently—the main reactions will be devastation, helplessness, guilt and numbness. Convey to your team that there is no right way to feel. When people talk about the horrible thoughts they are having, they are on track to healing emotionally.

·        Arrange group sessions where the staff can discuss what they observed or felt. This is especially important for industries that were directly affected (the financial market was hardest hit). Cantor Fitzgerald lost an astounding 628 people.  

·        Inform your staff that you relate to what they are feeling and will support them in their recovery. Make them aware that you know they are angry but you will not tolerate vengeful behavior and violence toward innocents like Arab Americans. Americans who have acted on their anger against minorities can expect punishment. President Bush has taken a tough stance on how the United States will react militarily. He will pursue hate crimes against Arab Americans just as vigorously.  

·        Encourage those who are deeply distressed and cannot function on the job to seek counseling. If someone is weeping at his or her desk daily, this person needs to talk to a mental health professional. Not everyone will bounce back at the same time; this traumatic event can have serious psychological consequences on certain individuals.

In this time of grief and strife, it is your responsibility to encourage your sales team to express their feelings and work together towards communal healing. Never before have we faced such a daunting task.    

Erin Flynn is founder of Flynn Media, a New York-based communications firm that offers writing, editing and publicity services. Erin can be reached on the web via www.flynnmedia.com.