Nos actions sont nécessairement influencées par notre appartenance à un certain nombre de milieux formels, organisés selon des règles bien connues. Ce sont elles qui rendent possibles les entreprises collectives, aussi diverses soient-elles, et qui entretiennent notre impression de permanence des sciences, de la politique, de la technique, du commerce, de la religion ou des arts : nos règles communes organisent notre vivre ensemble. Toutes nos organisations, pourtant, se trouvent plongées dans des circonstances où leur structure formelle, telle que perçue et répétée par leurs acteurs, est prise en défaut : ils parlent alors de crise, et c'est premièrement à une investigation des limites de la pertinence de cette dimension formelle du phénomène organisationnel qu'invite cette thèse. Nous avons rencontré à cette fin des gestionnaires de différentes organisations dont l'expérience concrète en situation de crise, recueillie et analysée en suivant les procédures d'une recherche qualitative selon la théorie enracinée de Strauss et Corbin (1990), nous a permis de préciser les circonstances, vécues comme intenses, conduisant les membres des organisations à déroger à la convention formelle, lorsqu'ils la perçoivent comme inadéquate. Le phénomène organisant ne semble alors plus dépendre que de la confiance entre ces individus réunis en situation, occupés à lui donner un sens pour y agir ensemble. Nous répondons ainsi à une problématique managériale faisant le constat de l'importance de la confiance entre les gestionnaires de crise des différentes organisations impliquées dans sa réponse, rassemblés pour agir ensemble. Nous en clarifions les raisons, et nous intégrons ce processus de retour à la confiance comme dernier rempart du phénomène organisant, au processus plus général de l'expérience de la crise par les gestionnaires. Outre les recommandations pratiques aux gestionnaires susceptibles de faire face à des situations de crise relativement à l'utilité de la règle formelle, cette recherche contribue à une meilleure connaissance théorique de la relation interpersonnelle de confiance, ici envisagée entre les gestionnaires de différentes organisations, en décrivant un processus de confiance influencé par leur expérience de l'intensité du contexte de la relation.

The theoretical starting point of this work was sophrolinguistics as a science discipline. Sophrolinguistics is a science that examines how a person is linguistically behaving in a crisis situation. The basis is that one communicates simply, briefly and clearly. This thesis is also focused on how to deal properly in crisis situations, how to listen to people who find themselves in a crisis situation. At the end of the theoretical part, the thesis deals with characteristics of crisis situations. The practical part deals with communication in crisis situations, what kind of words is appropriate in the given situation, but also points out what should not be said. This thesis shows the difference in the number of emergency lines in our country and in the German-speaking environment, offers examples of interviews from calls to emergency lines. Then the thesis describes real crisis situations (theft and theft of personal belongings, fire, traffic accident, injury, dog biting, snake bite and brain shake) in which pupils can get abroad. For each crisis situation, there are several activities to be used in teaching. The situation also includes the appropriate vocabulary that pupils at language level A1 and A2 should know. At the end of the practical part of the thesis an analysis of selected textbooks of the German language was performed. The subject of the study was whether the selected textbooks deal with how to respond in crisis situations and include appropriate vocabulary.

Each of us lives in some municipality or at least in the cadastral district of some municipality. The council of each municipality deals daily with many issues connected with routine and visible operation of municipality. Unfortunately, sometimes it is necessary to be prepared to solve also the exceptional events or even crisis situations. The author aims to create the summarization which will resume the duties of mayors connected with crisis management and which will help the mayors with long examination of this issue. This thesis covers the Pilsen region because this is the author's home town. To create such a document, it is necessary to perform following operations. First of all, it is required to cover the whole theory of this issue which is laid down in several legislative documents collectively named "the Crisis Legislation". Processing of these legislative documents is performed to correspond to topic of this thesis and not to include the useless information beyond the frame of the topic. The name of the thesis is "Obligations of mayors at solution of emergency and crisis situations in Pilsen region". Indivisible part of dealing with exceptional event and crisis situation is also the preparation for its´ solving within period before occurrence of the exceptional event or crisis situation. This is also covered in processing of the legislative documents. The research part of this thesis focuses on knowledge of mayors to clarify the real need to create this summarization and also the required particularity of this document. This research was conducted by means of questionnaires containing fifteen questions. Five of them are YES/NO questions and the left ten questions are close-ended with one correct answer. The YES/NO (so called informative) questions and answers indicate whether the questionnaires were filled out by the mayors of either cities or villages, what are the sources of threat and several other information. The electronic form was filled out by 100 mayors of the total 501 municipalities of the Pilsen Region. To have the possibility to compare the results of mayors with other results, the same questionnaire in the paper form with only 10 close-ended questions with one correct answer was sent also to 50 laymen from the social environment of the author. On basis of these researches, following hypotheses were pronounced: H1 Mayors and chairmen in the Pilsen Region have the knowledge distributed close to Poisson distribution. H2 Laymen from social environment of the author have knowledge distributed close to normal distribution. H3 Mayors in the Pilsen Region have higher level of knowledge than the laymen from the social environment of the author. The H1 and H2 hypotheses were verified by the 2 test on the level of statistic relevance =0,05, whereas the H1 was refuted and the H2 was confirmed. The H3 hypothesis was then confirmed by the double-choice T-test. Each question of the questionnaire (inclusive the informative questions for mayors) was individually visualised in the diagram, which presents the percentual fruitfulness of mayors and of laymen. These diagrams show obviously that the majority of mayors who filled up the questionnaire, are the mayors of smaller municipalities. More than a half (63%) of these municipalities have less than 500 inhabitants. Large part of these mayors are probably mayors with a full-time employment. The results of mayors did not confirm the distribution of knowledge close to Poisson distribution and the total fruitfulness of mayors´ answers was 61%. This signifies that it is desirable to create this summarization rather as more detailed document with concentration on smaller municipalities and as a chart. The author believes that this summarization will be useful for the mayors.

The thesis summarizes the issue of the IRS, describes the system of training related to the emergency management within the IRS and a quantitative research carried out on two groups of respondents supports it. The research revealed that if police officers have lack of knowledge regarding cases when the life or the health of people could be threatened it can prolong the time when the first aid is provided and risks which influence the emergency event are not prevented in time and hereby loss of life, damage to health, property or environment can be caused. The aim of this thesis was to assess whether legal regulations of the Czech Republic and internal acts of management of the Police of the CR applying to the issue of emergency management, solve the training of police officers in the field of emergency management in sufficient way. The second aim was to find out and to assess the knowledge of police officers who are officially assigned to District Departments of the Regional Police Directorate of the South Bohemian Region in the field of emergency management and the third aim was to process the draft of methodology according which the special training of police officers how to solve emergency events (fulfilment of task of Standard Activities within the IRS) and crisis situations would be conducted. Two hypotheses were set while elaborating this thesis: 1. Legal regulations of the Czech Republic and internal acts of management of the Police of the Czech Republic valid on the territory of the South-Bohemian Region applying to the operation of the Police of the Czech Republic as one of the main unit of the IRS solve sufficiently managing emergency events and crisis situations. 2. Police officers officially assigned to District Departments of the Regional Police Directorate of the South Bohemian Region are aware sufficiently of the issue of emergency management, Standard Activities of Units within the IRS in the case of a joint intervention. The legal regulations of the Czech Republic, internal acts of management of the Ministry of Interior, the Police of the Czech Republic and documentary sources which deal with this issue were used to find out whether the legal regulations cover sufficiently the matters of operation of the Police of the Czech Republic as one of the main unit of the Integrated Rescue System. It was found out and that after these sources had been processed that the Czech legal regulations and internal acts of management to the level of guidelines of Police Presidium cover this issue sufficiently, however the guideline issued by the Director of the Regional Police Directorate of the South Bohemian Region solves the training in the periodicity of 3 years whereas it concerns only Managers of District Departments.

In the diploma work, we familiarised the reader with the basic theoretical starting points concerning emergency medical services and preparedness for emergencies. First of all, in this part, we elaborated a basic overview of the organisational structure of the emergency medical services of the Ústecký kraj region, and of its subdivisions. Next, we outlined the educational system of the paramedical staff of the emergency medical services of the Ústecký kraj region, focused on the area of crisis management. The crisis management competence of paramedical staff involved in emergency medical services was the subject of a separate sub-chapter. We linked these chapters with the issue of the formation of the department of disaster medicine. Here, we defined the tasks and aims of disaster medicine. To create a better understanding of the issue, a part of the chapter consists of the basic terminology used in disaster medicine. The main aim of the diploma work is the analysis of the knowledge of the paramedical staff of the emergency medical services of the Ústecký kraj region in terms of preparedness for emergencies. The sub-objectives of the thesis are the analysis of the knowledge of the medical rescue workers of the emergency medical services of the Ústecký kraj region in terms of preparedness for emergencies, and the analysis of general nurses' knowledge of, and qualifications in, the specialist anaesthesiological-resuscitative care of the emergency medical services of the Ústecký kraj region in terms of preparedness for emergencies. The methodology of the work lay in the quantitative analysis of statistical data that we gathered from questionnaires that were filled in by randomly selected respondents among the paramedical staff of the emergency medical services of the Ústecký kraj region. We prepared the content of the questionnaire in the context of the issues studied. The respondents chose from a number of pre-defined answers to a total of 20 questions. The data obtained underwent statistical analysis with the use of statistical research methods, scaling, measurement in descriptive statistics, elementary statistical processing, non-parametric testing, estimation theory, and parametric testing. From the results of the practical part of the diploma work, it is evident that the knowledge of the medical rescue workers of the emergency medical services in terms of the preparedness for emergencies of the Ústecký kraj region is close to the normal frequency distribution N (mi and sigma). Also the general nurses' knowledge of, and qualification in, the specialist anaesthesiological-resuscitative care of the emergency medical services of the Ústecký kraj region, in terms of preparedness for emergencies, is close to the normal frequency distribution N (mi and sigma).

By conducting this theory-based empirical study, gathering data from working negotiators in the US and Canada, I have determined what primary dynamic activities, communication skills, and negotiation tools are used by hostage/crisis negotiators. Negotiators implement their negotiation and decision strategies differently depending on whether the situations they deal with are instrumental or expressive. I have determined which elements of negotiations and factors affecting negotiations differ while handling instrumental and expressive hostage situations. I found that the collected data did not reveal any significant relationship between handling instrumental/expressive hostage situations differently and belief in the elements of Brenda Dervin's and Shannon-Weaver's theories. I have also determined that the belief in the elements of the Dervin's and Shannon-Weaver's theories is workable and practical for negotiators to use. Based on the above findings, the model suggested by this research adds the elements and directives of Dervin's and Shannon-Weaver's models to the common approach used by the negotiators. This revised model suggests that the negotiators pay attention to the dynamics of the interactions presented between the two parties: the negotiators themselves and hostage takers. The revised model also recommends that the negotiators focus on not only the hostage takers behavioral characteristics, psychological conditions, and criminal history but also on the meaning of the sent message and the interaction itself as performed between the two parties. This perspective enables the negotiators to look at the negotiation process as information and communication process. We are not ignoring the fact that hostage negotiation is a format of extreme information management. By looking at such an extreme case, we can add to our understanding of Dervin's and Shannon-Weaver's perspectives in order to see the hostage negotiation process from a wider perspective. The revised model is not an alternative approach to the common approach most negotiators use. Instead, the revised model uses the perspective and directives of the common approach and extends its meaning and content by also focusing on Dervin's sense making theory and Shannon-Weaver's communication model perspectives. The use of the perspective of this revised model is one more tool for the negotiators to use in order to promote new ways of looking at hostage negotiation resolutions.

Summary in German and English / Text in German / Diese Arbeit ist eine detaillierte Analyse von Gottesdiensten und Predigten, die im Rahmen öffentlicher Gedenkveranstaltungen nach katastrophalen Krisenereignissen gehalten wurden. Untersucht wurde die Frage, wie angesichts einer heterogenen Ge-sellschaft und einer breiten Öffentlichkeit, in öffentlichen Trauergottesdiensten Trost gegeben und von Hoffnung geredet wurde. In Thesen werden mögliche Kriterien ge-geben, wie in ähnlichen Situationen angemessen von der christlichen Hoffnung gere-det werden kann. Die Schlussfolgerung ist, die Predigt als Teil des Gesamtgeschehens wahrzunehmen und den Gottesdienst, mit der Musik, den Liedern, Lesungen und Ri-tualen, als eine Art Gesamtkunstwerk und auch als kontextualisiertes Antwortgesche-hen an die Teilnehmenden unterschiedlichen Hintergrunds zu verstehen. Die Predigt, profiliert in der christlichen Botschaft, soll respektvoll die Unterschiede in Gesell-schaft, Glaube und Person achten. Der reiche Schatz des biblischen Kanons kann in der Predigt, im Gebet, Gesang und in den Ritualen reflektiert werden, insbesondere durch die Psalmen mit ihrer formulierten Klage, und mit der christlichen Hoffnung ins Gespräch gebracht werden. / This work is a detailed analysis of worship services and sermons delivered during pub-lic commemoration events after catastrophic events of crisis. The question is explored how, in the face of a heterogeneous society and a broad public presence, comfort was given in public commemoration services and how hope was reflected. In closing the-ses, possible criteria are given for adequately speaking of Christian hope in similar sit-uations. The conclusion is that the sermon should be perceived as part of the whole process and that worship, with its music, songs, readings and rituals, should be under-stood as a kind of Gesamtkunstwerk and also as a contextualized response to the par-ticipants of different backgrounds. The sermon, profiled in the Christian message, should respect the differences in society, faith and person. The rich treasure of the biblical canon can be reflected in preaching, prayer, song and ritual, in particular through the psalms, with their formed lament, and brought into conversation with the Christian hope. / Philosophy, Practical and Systematic Theology / D. Phil. (Theology)

Syftet med studien var att skapa ökad kunskap om förskollärares syn påförhållningssätt, strategier och utmaningar med att möta barn i sorg på förskolan. Studien undersökte hur handlingsplanen fungerade som vägledning för förskollärare i krissituationer. Studien grundade sig i kvalitativa intervjuer med förskollärare. Resultatet visade att förskollärare hade stora kunskaper i hur man bemöter barn isorg men också att förskollärare upplevde utmaningar med att lita på att de handlade rätt i möten med barn i sorg. Resultatet visade att förskollärarna upplevde en brist på utbildning och insikt i förskolans handlingsplan. Resultatet visade också att kris- och sorglådor användes som ett arbetsverktyg i verksamheten. / The purpose of the study was to create increased knowledge about preschool teachers' views on approaches, strategies, and challenges in dealing with children in grief at preschool. The study investigated how the crisis management plan functioned as guidance for preschool teachers in crisis situations. The study was based on qualitative interviews with preschool teachers. The results showed that preschool teachers had great knowledge of how to deal with children in grief, but also that preschool teachers experienced challenges in trusting that they acted correctly in meetings with children in grief. The results showed that the preschool teachers experienced a lack of training and insight into the preschool's crisis management plan. The results also showed that crisis and grief boxes were used as a working tool in the activities of the preschool.

本研究主要探討Facebook企業粉絲頁進行危機溝通之效果。由於企業粉絲頁在訊息與互動策略上都與傳統官方網站截然不同，其中如同朋友般對話口吻的「人性化語調」（conversational human voice），可說是現今國內企業粉絲頁的主要溝通特色。然而，在危機溝通的情境下，企業粉絲頁卻往往採用官方口吻，使用較傳統的新聞稿模式，似乎未因應粉絲頁特性而採取相適的溝通策略，其溝通效果如何值得加以探討。同時，綜觀過去危機溝通文獻，多數研究仍聚焦於驗證危機情境與回應策略間對應關係，預測危機溝通效果的實用性，並未深入討論訊息策略的內容，也尚未有粉絲頁平台上的效果研究。因此，本論文即以「人性化語調」的概念切入，檢視該訊息策略於危機情境中的溝通效果，以探討企業於粉絲專頁上進行危機溝通的可能之有效策略，以及企業於社群媒體進行危機溝通之可行性。 實驗設計主要以「產品瑕疵」為危機情境，三個操弄變項包含危機責任程度（小╱大）、回應策略（遞減╱重建）、與人性化語調（低╱高），以2 × 2 × 2之組間設計實驗設計，驗證危機溝通的效果（組織聲譽，正負面口碑行為意向）。 研究結果發現，不論組織責任大小，重建策略皆帶來正面溝通效果；而人性化語調雖然在組織聲譽、正面口碑行為意向上無顯著的效益，但能有效減緩負面口碑行為意向，尤其在危機責任大的情境下，採取重建策略與人性化語調高的溝通組合能更加強其緩和負面口碑行為之成效。顯示危機回應策略相關理論在企業粉絲專頁的情境依然適用，但在具體溝通策略與內容的設計上，必須進一步考量危機情境與所使用之溝通平台，也表示國內企業對於社群媒體之公關管理必須加以重視。 / “Conversational human voice” is one of the key features in how Taiwan’s corporations communicate on their Facebook fanpages, which is quite different from how they communicate on their corporate websites. And yet, how such communication strategies work during a time of crisis remains unknown; thus, the current study aims to investigate the effect of conversational human voice in the scope of crisis communication. In the experimental design, the independent variables included: human voice (low/high), crisis responsibility (low/high), and crisis communication strategy (diminish/rebuild); the dependent variables included corporate reputation and word-of-mouth (WOM) intentions. The key finding included positive effects of constructive strategies on corporate reputation and WOM intentions, which is consistent with past literature. Although human voice was found with no main effects on reputation or WOM intentions, human voice was effective in reducing negative WOM, when the crisis responsibility was high and constructive communication strategy was employed. This implies that consumers who are exposed to more human-tone messages on the fanpages are less likely to boycott the product should there be a relevant crisis, and thus, social media play an important role in crisis communication and should be valued and managed in corporate public relations efforts.

The theme of my thesis was published with the title of local government activities and a proposal of the methodological approach in dealing with the disruption of food supplies. The objective of my thesis was to outline the local government and also to focus on its activities. It also describes the basic principles of emergency planning as part of preparatory measures for dealing with crisis situations, including crisis situations with the disruption of food supplies with large-scale consequences. My thesis also contains a general overview of the economic measures for crisis situations, which includes regulatory measures. The regulatory measures are a central subject of my thesis research. The objective of my thesis was to create a proposal of the methodological approach in dealing with the disruption of food supplies. A presumptive hypothesis was subsequently formed for this objective. This thesis is classified as a theoretical type of qualifying work. This type of thesis is accompanied by a formative evaluation as a minimum. An essential basis for the work on this thesis was a relevant and rich source base. This platform was used for performing a comparison of published literary sources, current legislation, methodological proposals and procedures related to this issue. Based on analytical and critical approach, the data acquired was assessed and processed into a draft methodological guide. The draft methodological approach in dealing with the disruption of food supplies consists of two basic parts. The methodological guide is intended for local authorities that can use it in their planning documents for dealing with emergencies and crisis situations. The proposed methodology should help local governments in dealing with crisis situations with food supply disruptions and simplify orientation in the issue of economic measures for crisis situations, which include regulatory measures. It would be suitable to inform local authorities about the issue of economic measures for crisis situations, focusing on regulatory measures concerning the solutions to crisis situations with food supply disruptions with large-scale consequences, through training and professional seminars on the issue.