The inexplicable events discussed in this case study are something that will forever be etched in the minds of not only those affected, but also those who remember. Memories of 9/11 specifically still results in strong emotion on my part, still remembering the exact moment I watched the second plane strike. Events such as these are not rational events, nor are they even bounded rationality (March & Simon, 1958; Simon 1987). However, as people, we need to rationalize, so we have searched for answers, and even found a few, but in no way do these answers make the events rational.
The aftermath of these inexplicable events are very trying times for all involved. The stress of having to pick of the pieces and start over is a very difficult task for anyone. People who chose to spend their lives assisting others, in jobs of emotional labor (Hochschild, 200), such as the firefighters at 9/11 or the rescue workers during Katrina are trained to deal with situations like the ones they faced, but even for them, the reality of the situations must have been overwhelming. During the days, weeks and months following these events, much compassionate communication (Miller, 201) was used to comfort those in need. The author of this case study, as a professor at Texas A&M, is a perfect example of emotional work, as he was not trained to handle the emotions after the tragedy. It is during times such as this, which humanity shines through, and despite lack of training, people show compassion and emotional support (212) for their fellow mankind.
In dealing with these events, those who were in the position to aid and assist others likely felt the effects of stress and burnout (Freudenberger 206). The emotional exhaustion was clearly seen on the faces of the rescue workers for both 9/11 and Katrina. As I stated earlier, even for those who are prepared and trained to