> And if anyone is screaming or gets emotional, they should not be in that room.
If someone starts yelling around in my incident war room for no reason, they get thrown out. I'm a calm and quiet person, but bugging around during a major incident is one of the few things that make me mad.
I highly advise to read Gene Kranz memoirs "Failure is not an Option" if you work in that kind of environment.
Apparently it was mentioned when the Apollo 13 script writers were gathering stories at NASA, they liked it, and then gave it to the Kranz character.
Who then decided, "Hey, if everyone thinks I said it..." and titled his memoir.
And yes, once we had a workaround in place the customer accepted, we reacted like that. Except we also had our critical-incident whiskey go around. Then the CEO walked in to congratulate us on that project. Whoops. But he's a good sport, so good times. :)
As mentioned in this thread, it's a lot like listening to air traffic comm chatter.
People say what they know, and only what they know, and clearly identify anything they're unsure about. Informative and clear communication matters more than brilliance.
Most of the traffic is async task identification, dispatch, and then reporting in.
And if anyone is screaming or gets emotional, they should not be in that room.