Securing Operational Capability for Exceptional Circumstances: How Do Professional First Responders Respond to the Unexpected?

Complexity and uncertainty are framing the modern world, whilst also affecting issues on security sustainability. There is a need to prepare for known threats identified risks, but improve ability cope in situations that difficult recognize or describe beforehand. What at stake—both organizational individual level—is make sense of uncertain ambiguous situations. Analyzing two empirical cases, this study aims shed light abilities experts, who have acted very challenging situations, which deviating from established procedures abandoning politeness been necessary respond effectively. The first case deals with threat serious violence faced by police officer. second focuses actions an executive fire officer during rescue operation after explosion shopping mall. This paper concludes arguing pre-established require experts reflect their usability exceptional as relying them could detrimental effects.