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Get Everyone On Board

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Hilton Head's Engine 1 company using Truck 6 in training.

Hilton Head's Engine 1 company using Truck 6 in training.

There comes a point in every organization where evaluation must be made of the over-arching vision and determination made if that is the direction that is desired, or if not, does it need to be recalibrated.  While that recalibration is really incumbent on the legally controlling entity (city or county council, commissions, or boards), it is the issue of recalibrating the organizational culture that I wanted to discuss today.  Because regardless of your organization, you are going to have personnel who are resistant to change, and while the troops may or may not decide to go willingly, it is a requirement that your officers or supervisors are.  If your small unit leaders aren’t on board, don’t count on the personnel they supervise joining in to resist them.  It will be much easier on those troops if they can get along with their misdirected officer than if they embrace the change, so you can count on the message not getting through when it is most needed.

If you have officers who are unwilling to evolve, they must make a decision (as do you) as to whether their personal contribution (or lack thereof) to the mission is causing a bigger problem. People are going to disagree on issues for a number of different reasons.  They may disagree on how the overall vision is met.  But if both the supervisor and the subordinate can work to capitalize on their personal views and collaborate (or develop by consensus) on solutions that take us to that goal, then that is positive and constructive.  If you simply don’t agree as to the mission, or you can’t work with others to develop solutions, then maybe that’s your signal to start looking elsewhere.

There will also be those who just won’t let the past go.  That total distrust in authority can be chalked up to a lack of maturity.  It’s easy to hold on to fear, it’s hard to make that leap again and trust.  But for some, it’s a game.  It’s cool to be the rebel.  It’s easy to make fun of what you yourself are incapable of creating.  If you are rebelling for a just cause, that commendable.  If you are rebelling to make fun and to be “cool”, you’re a tool.

Vision must be shared to make it effective.  If you ask your team what their vision of team success is, if you get an answer other than what you desire, you have conflicting vision.  Teams all the time make assumptions that their individual visions are one.  That’s all fine on issues where concessions can be made, but if these decisions affect the core values of individuals, you will find irreconcilable differences.  If these issues become counter to your values, this is where the team will break apart or survive.  These are your true watershed moments.

It is important that vision is shared.  Otherwise, the desired result will not be what comes out.  You can have the most charismatic leader in the world out in front, but when you reach that waypoint where visions are divergent, there will be a strong oppositional pull.  Several things can happen: They will go one way or another, or they will split the team, or there will be such a struggle for control that we go nowhere, or the team will go off on a path no one wants, or people will pull together and reach for a common goal.  When those power struggles occur, these are the points where a leadership vacuum occurs.  Like it or not, when it does, something will fill that, sometimes to the detriment of the team’s overall goal.

If you are the legitimate leader and it really is your position to say, “THIS vision is your reality”, then you need to do so.  If others don’t (or won’t) share that vision, they need to get on board or get off.  You can’t deal with incompatible vision.  Conflict management and resolution is imperative.  You must either accept their way, convince them of your way, or accept a compromise- which may make everyone upset.

Each of these waypoints are periods to stop and evaluate our direction and reconfirm that we are doing what is important to us, as well as that this is the direction in which we want to go.  This provides people a place to jump off if they aren’t comfortable with the direction.

While not all of us can be inspiring, we can at least strive to be transformational.  We can know what qualities that entails, we can identify and point people toward those resources, we can listen and empower our people.  We can be open to others’ ideas, permit change when change is needed, and especially when others are strong in talent, encourage their strengths and passions to benefit the whole team.  When you can do this, it permits others to trust you.  When people have been burned so many times, you have to earn that trust and it won’t happen overnight.  You have to keep doing it and keep reinforcing it, even when it is frustrating.

Capitalize on Your Strengths

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DC Ed is not happy.  I didn't break it and don't ask me to fix it either.

DC Ed is not happy. I didn't break it and don't ask me to fix it either.

I was watching a gentleman installing some cabinets in our laundry room the other day. A few months ago, one of the cabinets fell off the wall; luckily, we saw it was going before it did and got the items out before it literally came down. The man was looking over the remnants of the previous installation (I wasn’t the installer) and made some comments about how to properly put cabinets up. I sheepishly informed him that I had no clue. While I’m pretty confident in the belief that if your community is in a total disaster, I’m probably one of the first people you should call.  If you need a cabinet put up, I’d go elsewhere.  Quickly.

I can put up a raker shore, but it isn’t going to win any awards for precision cuts and edges. If you need to dig someone out of a building, or lead a company into a fire, or command a major incident, I’m your guy.  If you want it done right, you can forget anything involving auto repair, carpentry, or the finer points of heating and air conditioner installation.  Asking me to wire something is probably not wise (or safe) either.

We all have our strengths; each of us are good at some things and may be horrible at others. Instead, there are managers who try to fit the proverbial square peg into a round hole. Most of the people I work with can patch something together (see The Fixers), but the attempt is very much something not up to any standard.   When they are showing off their “handiwork” to me, I usually end up saying, “Well, it will hold until someone can get here to fix it better”.   Usually I end that with a little smile to acknowledge their efforts, knowing that I’m certainly not criticizing: if I had done it, it would probably look worse.

When we put together teams, to develop effective teams requires thought as to what is needed by the organization, but failing to consider the small team dynamics and assume everything is going to go swimmingly, is simply nonsense.  We used to have a chief whose idea of improving small team (i.e.; company) effectiveness was to put one good guy into a team of poor performers. That way we could “spread the wealth”. Ultimately, this would result in my look in return (me rolling my eyes heavenward, knowing what was going to happen) and a muttered, “We’ll see.”

No surprise then, when months later the recently transferred good performers were  looking for jobs elsewhere while the poor performers were laughing about how they “ran off another one”. If you really DO want to get rid of your best people, keep feeding them to the sharks. It’s usually not a matter of IF they bail, but WHEN.

Building a good team requires strong leadership. For those of you who are aspiring officers, this is your opportunity to shine. If your officer has some areas where they would like to improve, this is your chance to offer assistance in what he or she lacks (subtly, I’d suggest). Are they poor at documentation? Offer to help with reports. Are they better at medical than fire training? Offer to help with the former or the latter, whichever would help them. I had officers who wouldn’t know a decent knot if it hit them on top of the head; I was ultimately the go-to person anytime someone needed a good ropes and knots class.  The experience you will get in leading will pay dividends later.

If you are an officer, it is wise to be self-aware of your abilities.  Build on your strengths and surround yourself with those who can help you with your weaknesses. I would suggest informing your crew of how they can help you and ask for suggestions to improve. If done correctly, they will appreciate your candor, they will get a chance to show their particular expertise (and impress you), and put together with each other member of the team, fill an important role.

If you are building a home, you wouldn’t  have the framers do the electric and the roofers do the plumbing, would you? If it doesn’t make sense to do that with something as trivial as putting together a building (said tongue-in-cheek, I hope you realize), why would to take that same chance when building an effective fire and emergency response team?  Be smart and seek the people out to best fill the important roles on your team. You all will be that much happier with the end result.

Almost Good Enough

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Pseudoladder.  Could pass as a truck company in some places.

Pseudoladder. Could pass as a truck company in some places.

What does it mean to be “good enough”? Is being good enough sufficient to meet the needs of our customers? Is it good enough to meet safety requirements? Is being “good enough” good enough to keep civilians from being killed, much less firefighters?

When we establish a standard, the document is a minimum definition of what is “good enough”.  While standards may prove irksome to people, those standards keep what is featured in the attached picture from being termed a “truck company” in some communities.  When we have standards it keeps the old “five bubbas, a pound hound and a pickup truck” example that I like to use from time to time from being called an “urban search and rescue task force”.

As an officer, and more accurately, a leader, what is “good enough” for you to proclaim that title?  Is it a minimum standard of education and experience?  Or was it that you had the lowest social security number?  Or even worse, was it because you are a “nice guy”?  That would be the ol’ elected standard, in some places.

In most businesses, unless you are related to the boss by blood or marriage, there are certain standards required for achieving the pinnacle of success in your company.  It may very well have been that you were the person who lasted the longest, but chances are that you had some kind of a spark of leadership somewhere if someone decided to put you in charge.  Fogging a mirror might not be the only criteria, but if you fogged it the best, maybe that was the deciding factor.

As a leader in emergency services, “good enough” gets personnel injured or killed.  ”Good enough” costs the public millions of dollars in waste.  ”Good enough” is the price for an annual fire loss that leads all industrialized nations.  So long as we continue to settle for the status quo, “good enough” is good enough.

If you fail to recognize that just being good enough isn’t, take this as a call to achieve more than that.  By establishing vision, promoting core values, declaring a mission and goals, and doing something to tie all those things together, you take your team from existing to succeeding.   By seeking innovation and more effective practices, we strive for excellence.  By observing the mistakes of others and instead of ridiculing those people, learning constructively from their experience, we avoid having to make the hard (and painful) mistakes ourselves.

No one reading this probably feels like “good enough” is the answer to anything; by reading this, it shows you are probably interested in motivating yourself and your team and are looking for answers.  If anything, be reassured, “good enough” has killed and injured more of us than any one factor, by way of heart attacks, falls, drownings, vehicle accidents, and any other number of causes of firefighter deaths.  It shows itself in complacency and in acceptance that what the current situation is cannot be altered.  I challenge you to look into your soul and wonder if by standing around and doing nothing, you were leading, or simply accepting your role in the line.

Be excellent and strive for being the best.  It will keep you and your crew alive and it will better serve the public you are charged with protecting.

Values

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Hilton Head and Bluffton Firefighters practicing FLAG drills.

Hilton Head and Bluffton Firefighters practicing FLAG drills.

In the wake of the Toyota recall disaster (that’s about the best description for that event), it brings us around to thinking about the values you might have in your organization, especially when having to make tough decisions.  The author and motivational speaker Bud Bilanich has said about values:

“Values ground an organization- providing direction for people who find themselves in ambiguous situations.  They are guides for decision making.”

If your organization doesn’t have agreed-upon values, it’s a good time to get your people together and discuss some.  Even if your organization fails to enact some, the team you control should put together a value statement that provides direction to those who have to make a watershed decision at some point with little guidance otherwise.

While remaining true to your core values aren’t always easy.  It may even cost you at some point, like the instance in which Johnson & Johnson had to pull Tylenol off the shelves in the wake of a cyanide poisoning scandal.  The decision cost them hundreds of millions of dollars, but ultimately, the company prospered because of the ultimate consumer confidence that sprang from sticking to their values: “…our first responsibility is…to mothers and fathers and all others who use our products.”

As an emergency response organization, your core values may involve treating the people who call you for assistance with compassion and dignity.  I’ve been in the situation before where that has been difficult, for whatever reason (like when they are abusing you verbally at 0400 hours) but ultimately, the decisions you must make in serving that citizen (or visitor, in our case) should be based on that value and subsequently, those values will protect you in the event that things get nasty.  Like when they decide to call a councilman or make a media event out of their situation.

While there are those out there who struggle with calling the people who call for our services “customers”, that shouldn’t preclude you from believing that these people are the reason for your existence, whatever you choose to call them, and they should be treated with dignity, respect, and empathy.  Just because you don’t perceive them as having a choice in who provides their service, it doesn’t keep them from raising a royal stink over the attitude you present, regardless of “who started it”.  You’ll still look like the bad guy in the media.

It is imperative that not only does your organization recruit and retain people who embrace your values, but that the culture holds those values dear, that people are rewarded for upholding those values, and that deviation from those values are redirected.  When the going gets tough, those values will carry your organization through the tough scrutiny of a media frenzy and by standing close to those values, it will keep you all together though the storm.

Get Your Facts Straight

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DSC00043As usual, Dave Statter is hard at work getting us News from the Beltway, where there always seems like something is going on (it’s a happening place).  In this case, crews were on scene preparing to extricate a patient declared deceased when it was determined that the victim was in fact, alive.  While I was not there, nor are all the facts out there for examination yet, it makes for a very graphic illustration of today’s discussion: What facts may seem to be in evidence right now may not always be accurate, thus the need for continual re-evaluation of your situation.

I’m not advocating continual monitoring of the “pre-hospital dead”, although I would hope that this is a good case for the medically affiliated that we need to insure pulslessness and apnea, and confirm asystole in three leads (and print it).  That is called triangulating your facts and documenting them in the hopes things don’t change later (like the person is actually alive).

No, what I want to discuss is that in all kinds of places where we need to make a decision, even though something appears to be true right now, it might not be in a few minutes, a few hours, or a few days.  Conditions change and regardless of the origin of the facts you hold dear, they might not always be accurate facts.  The response to this ever-changing environment isn’t to throw up your hands in frustration (like my children and firefighters seem to do sometimes), but to re-evaluate your situation and to flex with the new conditions.  There’s a quote attributed to Whitey Ford I heard years ago (and of course, I can’t find my source now) and I have to paraphrase it because I don’t remember it exactly: “Don’t make up your mind about something until the moment you absolutely have to; it may be that by the time for coming to a conclusion occurs, the conditions may have changed.”

People who worked with me closely before I made Chief probably recall my frustration with schedule changes, personnel changes, equipment and apparatus changes that occurred over the course of a shift, often with no warning.  Now as a Chief Officer, I have a different perspective on the situation because I now have to step back and look at “the whole forest”.  I now understand how and why some of those “course changes” have come about and I also see why frustration with those changes is counterproductive.

As firefighters, we deal with changing conditions on scene without too much drama.  We know Murphy is a constant companion and if anything, we are surprised if everything goes RIGHT on a scene.  No incident is “textbook”.  But because we are good at our jobs, we flex with the new situation, understand it, and make whatever we have work.  Why we can’t do that in our daily operations, I guess, is my question.

If there’s anything I know about myself, it’s that I know I am not a patient man.  In fact, I’m probably one of the least patient people I know.  I also know I don’t have a lot of tolerance for less-than-excellent performance.  But part of maturing and growing involves experience, and experience shows us that there are many changing elements that occur over the course of a day, and a life, and reacting to them rather than soaking them in and understanding them (and then solving the problem) isn’t productive.  In fact, it is stressful and irritating to those who we have to live with.

I have a lot of personal growth and understanding to continue working toward and I wish some of this stuff would have been shared with me when I was a firefighter and a young officer, but it wasn’t.  I now have that benefit of experience, though, and it is my responsibility to share it with you all.  Take the time to understand the situation and instead of criticizing, find benefit in the lessons we learn and resolve not to let mistakes happen again, or at least in the environment we personally control.

Get facts before making critical decisions and don’t dwell on them too long, because in many cases, the facts will change before you even get a chance to decide on them.  Take decisive action when necessary, and when not, take considered action, and always, always, continue to re-evaluate the situation. By understanding your surroundings, you will be safer and your life richer for it.

Trust Is The Mortar

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My Grandfather "Smokey", my sister, and Smokey Bear.

My Grandfather "Smokey", my sister Colleen, and Smokey Bear. Unknown which cousin is in Grandpop's arm.

Trust is the mortar, the bond between power and responsibility.  Without empowerment, people are unable to act on their vision.  Give someone power and they are free to create all kinds of possibilities.  And in turn, if you give someone power and they squander those opportunities, those with power are reluctant to share it again.

There are several reasons why “leaders” fail to empower others, some of which involve the hesitancy to trust others to use the power wisely.  There may have been a precipitating event to foster this mistrust, or a cumulative effect may have occurred.  There are those who distrust others based on perception.

Take, for example, those who mistrust others because of outward appearances.  If you come into my place of business to get a job and don’t look professional, if I’m trying hard to convey a professional appearance, then you shouldn’t be surprised if it requires me a moment to trust in you.  Dressing the part goes a long way toward opening doors; in fact, it opens more doors than closes them.  But this is just the beginning: speaking my language- not just English, but using intellect and knowing the jargon- permits me to believe I can trust in you that you know what I know.  Using logic permits me to believe that you are mature and understanding of the options, and thus, maybe trustworthy.  None of this in and of itself should establish your credibility; you may dress like a slob and be a genius.  You may not have good English skills and yet have an amazing amount of information to share.  You may be one of those crazy artists who isn’t very logical, but has an excellent abstract way of looking at a problem.  But each of these things allows me a good feeling that I can take as: this person understands that what I think is important, they think is important.

Now while you can dress the part and talk the talk, that doesn’t make you trustworthy.  That’s the realm of the con man.  That gets you in the door.  The essential element is that once I allow you to open the door, you prove that the small amount of trust I hand over to you is nurtured and used appropriately.  Furthermore, if I permit you this trust, if something goes wrong, instead of stepping away from the situation, you own it and work to resolve it, I’m more willing to at least extend you a certain amount of trust again.

It’s completely give and take and it requires a certain amount of credit and repayment.  But given that transactional experience, a partnership between people is formed and the bond increases, just as mortar cures over time.

Right now in Haiti, for the survival of their nation, true leaders must come to the forefront.  They have an opportunity to rebuild their nation and make it strong.  There was a lot of work to be done before the disaster and the squandered trust between the “leadership” and the people is certainly a problem.  But when I know for fact that a lot of work is needed to restore their infrastructure, that indicates to me many opportunities for people to shine, to show others their devotion to hard work, to innovation, and to creativity.  If the leaders really desire change for the better, they need to foster a new generation of Haitians with power to improve their economy and their standard of life.  And while the disaster is only a week or so old, and the devastation so close at hand, it makes it difficult to focus on the future, but the future is there and waiting.  Once the fog lifts, enlightened leaders should seek those who desire a strong nation and employ them to rebuild it.

In this nation as well, there are those of us who are sick and tired of the two party system, the system that seems to be all about itself and not about us, and desire leaders who don’t give in to the rhetoric of the ultra-left or ultra-right.  There are those of us who simply desire to do right by each other, to look out for one another and not see things in the extremes but in shades of gray, because we all have value, and we should all be able to engage our dreams, but not at the expense of others’ dreams.

In your particular environment, insure that those around you are given the trust they need to succeed, and if you are in the position that someone entrusts you, make the most of it.  Insure you give back what you receive, and share that power as well, and create opportunities for others, and work together to make each other stronger.  Together we are greater than the sum of our parts.  That’s what synergy is all about.  Given the right amount of trust and taking responsibility for our actions (or our failures), we can grow and we can achieve excellence.

An Atmosphere of Trust

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webMen of Iron BW 2

You want that hole WHERE?

Having worked my normal 24 hour shift, I got up at 0530 and went to the station’s kitchen to make a pot of coffee.  As I stood there, filling the pot with water, I realized that the crew’s dinner kitty was still sitting there on the counter.  Although it wasn’t much, it made me think about the trust that you find (or don’t find) in some firehouses.  It contrasted with a discussion I overheard about one shift raiding the other shift’s fridge just the day before.  Now while most of our stations are “hardened” facilities and require an ID card for entry, I remember when we could leave the place wide open and never have to worry about anything being touched.  In this day and age, not only do we need to worry about some mutt walking in while we were on a call and stealing a laptop (it happened to one of our guys), we have to worry about the criminal elements who want our ID, uniforms, or even a vehicle, so they can pose as a firefighter.

Trust, however, is a pretty interesting concept of its own.  As a leader, you have to earn the trust of the troops.  And as I pointed out, twenty years of being their buddy can go right out the window if you hose them on one thing.  I’ve found that it’s better to be circumspect than to lie to another firefighter.  If you just can’t talk about it, you might as well lead off by saying that, because if you try to act like you are bringing them in on “the scoop” but you can’t tell them the full details, your credibility is shot.

I look at the way my crews trust me in differing degrees.  Do they trust me to command them going into a burning building or to guide them at a building collapse or a confined space incident?  I’d guess most of them do since I’ve never had them second-guess me on a scene.  Do they trust me on most things?  I’d guess they do.  Do they trust that I’ll get the roster right in the morning.  I’d bet much less so (I’m notorious for having to re-send everyone the “amended” roster).  But whatever you do, you had best build credibility in the areas you want them to find you credible in, because if you don’t, your word is crap.

I know company officers (and chief officers) who simply aren’t trusted.  The guys may like them, they may have a beer with them, but get them aside and they’ll tell you, “This officer isn’t trustworthy”.  They may feel like the officer has got their back on daily things but just can’t trust them to make the right decision on the fireground.  And on the fireground, when people have the possibility of being injured or killed, you’d better bet that if you are leading a crew, a section, or the entire incident, you’d better have some credibility.  Because do you know what happens when you don’t have credibility?  No one will listen to you.

When elements of mistrust exist on a regular basis between the troops and the brass, those factors simply add to frustration levels that always exist anyway between these two dynamics.  If you are an officer trying to increase team morale and trying to slow down the rampant rumor mill, you’ll find that deep at the seat of these sentiments lies that mistrust.  Be it that the previous leaders were untrustworthy, or that others have continued to fuel the conspiracy theories for their own amusement, in any case, so long as your people fail to trust you, no amount of money, new trucks, etc. will stop the train.  It requires making that leap to show them that you can be trusted.  In exhibiting your faith in them, hopefully they can begin to have some faith in you.

Maintaining this kind of relationship requires a lot of work.  From first-hand knowledge, it can often be frustrating.  I am a “firefighter’s firefighter” (or at least I hope that’s how my people see me) and I still walk the walk as much as talk the talk.  Yet when I pinned on those chief’s bugles, it didn’t matter that some of these individuals have known me and what I am about for decades: I’m a chief now.  The whole element of trust seemed to have to begin from scratch and work its way back to the same level it was at when I was a Captain, I guess.

The problem is that for as much as you try to show these people that you are only interested in doing the right thing, because of years of mistrusting anyone in a white helmet, they don’t feel comfortable putting their trust in you.  Firefighters pride themselves in being a cynical bunch; show me one firefighter worth his or her salt and I’ll show you that they have a skeptical eye about pretty much any subject that presents itself.  It’s a survival mechanism.  While others pride themselves in seeing a half-full glass, we fully expect that the glass is half-full alright: with an unknown toxic.  Firefighters require everyone and every incident to prove it is safe to trust first, and only then will they dip their toes into the pool.  So an understanding of that culture requires actually living it because the lack of “street cred” automatically targets you as being an outsider and unable to be trusted.

We as leaders must work hard to develop a space of trust.  Of all of the qualities of a leader, trust is most important.  Frankly, no one is going to follow you if they don’t trust that you’re going to take them someplace they want to go.  While you may have all kinds of degrees and certificates, there’s nothing other than setting an example for your troops that is going to teach them that they can follow you and that they can trust that they’ll survive the experience.  If you are trying to change your organizational culture and continually meeting resistance, chances are that your either personnel aren’t mature enough to appreciate that individuals are different and new  leadership isn’t automatically to be distrusted (until you’ve done something to break that trust already), or because no one has ever given them a reason in the past to let go of their fears and follow you.  In both cases, it’s going to require you to stand in front and establish that relationship or understand that you need to develop a thick skin, because the sniping will never end.  Standing up and setting an example seems to be the most productive means of accomplishing the mission.

The Fixers

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webIMG_1675

How can we help you today?

Are you a fire department or are you an EMS service?  Do you do both?  The knee-jerk reaction I sometimes get was one coined by a previous chief, “We are an EMS agency providing fire service”.  In fact, it sounds so clever that there are a vocal few who like to throw that out there time and time again, like they were the ones who originally came up with the concept (they’re paramedics, so they’re a little biased, I’m sure).

Something I said in a much earlier blog bears repeating:  customer relations are essential for any department operating in this day and age.  There are those who continue to disagree with the use of the word “customer” when referring to those who use our service.  Respectfully, I also continue to insist that just because they don’t walk into your shop and buy something doesn’t mean they don’t have a choice in using your service.  Taxpayers may not be able to change providers, but with enough votes, they can radically change your organization.

The world can change overnight.  If you think the current model of how we provide service is going to last another 200 years, think again.  As our customers become more educated and expect more innovation from government, look for them to insist on ways we can do things better.  We need to continuously and constantly evaluate our direction and possibly even reinvent  our concepts in order to stay out front.  Good customer service revolves around recognizing the needs of our customers and using our skills, abilities and past experience to improve service quality and to provide excellent service.

As has happened over really the last thirty years, our industry has evolved into one that defies definition, one that more and more reflects all-hazard response.  I’m going to go on record to say that I’m even confused as to what to call us anymore.  There’s a famous paragraph in Report From Engine 82 (Dennis Smith) that I’ll paraphrase, because I can’t remember it exactly.

In this city, when you turn on a wall switch, you may or may not get a light.  When you turn a faucet, you may or may not get water.  If you pick up a phone, you may or may not get a dial tone.  But everybody knows that if you pull the handle on that red box, you WILL get a fire truck.

The purpose of my poorly remembered paraphrasing of that statement was to illustrate that times have not changed from when the book was published in 1972; just substitute “call 9-1-1″ for “pull the handle on that red box”.  But what we have become has, as we become EMTs and HAZMAT Technicians and Water Rescue Technicians and etc., etc.  I read “Report” cover to cover when it first came out (I was eight- I’m a good reader) and the context of that paragraph has stuck with me forever.  Dennis Smith points out in his story how the fire department was used to handle plumbing issues, to handle overdoses, and to handle pretty much anything up to and including, things that happen to be burning.

So back to customer service; what is our mission?  Why do we exist?  If your answer is, “To protect people from fire” or “To help the sick and injured”, I’d suggest that maybe you should reconsider all of those calls that don’t meet that definition as distracting you from that mission.  If you’re anything like me and the organization I work for, I’d say that not handling those calls is probably counter to the needs of your community.  And what your mission should really be, is defined by those needs.

When someone dials 9-1-1 (or whatever they dial in your community), they do so because they have a problem they can’t handle themselves (or should I say they don’t know how to handle), they don’t have the resources to handle the problem, and they don’t have anywhere to turn for an answer.  Obviously, you are saying, “Well, if my pipes are leaking, why wouldn’t I call the plumber?”  Again, think about the ENTIRE situation.  Maybe they can’t afford a plumber.  Maybe they can’t find a plumber to come out.  Maybe they are totally freaked out by the situation and not thinking clearly.  There are many answers to the question, but the long and short of it is, they trust YOU to help them solve the problem and YOU are the people they call.

So what I’m telling you is that our job REALLY is to respond to a request for help, gather facts about the problem, analyze the options, apply a solution, and ultimately, stabilize the situation.  We may not FIX the problem, but when we leave, things should at least be stable.  We really don’t need doctor-wannabes or adrenaline junkies for our job, what we need are people who can look at any situation and understand the situation, then apply creativity using the resources at hand (either on site or on that BRT you brought) to stabilize their situation.  And further along that line, we’re not asking these individuals to rebuild the house, we’re asking them to stop the forward progress of the damaging element (or disease process or whatever it is) and return some means of order to chaos.  We’re not building a piano here, we’re improvising and hopefully we’ll come out with something that can at least pass for a musical instrument of some sort.

What should our business be called?  What is it that we do?  How can we possibly have meaning in our life if we don’t have a label or title for our life’s ambition?  When I hear of the trash guy being called a “Sanitation Technician”  or a dog-walker a “Pet Care Specialist”, I wonder what title really defines what it is we do.  What it really comes down to is that everyone recognizes the title for your job more than you could ever know.  When someone asks me what I do for a living, I answer, “I’m a Firefighter”.  The knowing look on their faces and the subsequent questions about my job, my worst call, my most stupid call, etc. confirm for me that most everyone understands what our job is really all about.  Now the bigger goal is to get those of us who do it to understand that as well.

Science Is Your Friend

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While taking Honora to school a few days ago, Bob Edwards was speaking on NPR Radio with Chris Mooney and Sheril Kirshenbaum, the authors of the book, “Unscientific America”.  While the book apparently discusses “scientific illiteracy”, some of the commentary seemed applicable to what we currently endure in the fire service; clinging to tradition for tradition’s sake and the global ignorance of scientific findings that can improve our efficiency and safety.

The authors, in discussing their premise, suggested that the general populace isn’t stupid when it comes to science, they’re just disengaged.  The idea that they put forth is essentially that science needs to discover a way to get people to re-engage on the issues, which is not as easy as it might seem.  While the scientific community as a whole might not necessarily agree upon the ways to communicate their issues, for scientists and supporters of science to simply dismiss the “emotional side” (my quote) of others when it comes to scientific issues is turning their back on the problem.

In the early to middle parts of the last century, scientists were looked at as heroes.  Science brought us protection against disease; it brought us innovative fabrics and materials.  Science ushered in a nuclear age and took us to the Moon.  Science, however became pedestrian or became background noise.  Although Mooney and Kirshenbaum didn’t suggest it, I suggest that maybe we all began to take these accomplishments for granted.  Consider that every other time I upgrade my computer it becomes a third smaller and four times faster (and I seem to have to upgrade these bad boys about every two or three years).  While the laptop I am typing this on has 500 GB of storage, my first work computer back in 1988 had MAYBE a 120 megabyte hard drive.  Since I wasn’t so computer literate back then, I couldn’t even begin to tell you how much RAM it had.

While these technological miracles happen almost daily, maybe they’ve become a little too commonplace.  And of course, the unintentional wall established between science and the rest of us (maybe I’m a bad example) doesn’t afford any converts.  In fact, the authors discussed that Carl Sagan suffered considerable stigma from the scientific community because of his efforts to put science in a context others could understand.  The result was that he was considered to have “populist” (their quote) views and was somehow, not worthy of inclusion into the supporters of science.

What has happened is that science just isn’t as popular a subject.  Mooney stated that if you read the newspaper, “Science doesn’t beat the horoscope or the sports pages” among most people.  Along with the theory that your political view influences your perspective on science (I’d agree with that), especially in this day of deeply divided emotions about our nation and the people who run it, I’d bet that the thought of discussing some of these scientific endeavors (stem cell research, evolution, etc.) with some of your friends or family probably makes you uncomfortable, regardless of where you stand.  So it’s no question that science in many circles, isn’t exactly a hot topic of conversation.  In fact, unless you are surrounded by a bunch of like-thinkers, you might well avoid scientific discussion altogether.

So just as goes science as a discussion for us all, so goes the fire service for those of us within it.  Go to any firehouse and you’ll see some strong feelings on certain fire service topics.  For any of us to discuss deeply held beliefs about our fire service brings up some pretty raw emotion.  Depending where you sit on many of these issues, sometimes it is better to sit it out and watch the fighting than it is to engage.  Why is that?  Well, I know personally, while I don’t shy away from conflict, I am not interested in engaging in an all-out battle with anyone who just can’t see any side of the issues except the one they are on.  If I choose to remain open-minded and civil, so must you.  That doesn’t seem to prevent people from acting like assholes though (yeah, I said it).

Blogging and posting is a little unique.  The anonymity of being online seems to permit some of the less enlightened individuals to pipe up when they should probably just stick a sock in it and slink back to their corner.  Especially when I’m being lectured by some moron who has two or three years under his (or her) belt and all of a sudden, they are the subject matter expert du jour.  Since the privacy of the internet protects cowards and psychos from getting popped in the mouth if they cross the line, I’d just as soon focus on positive discussion, but it doesn’t seem to stop some of them.

The emergency service industry, as does the scientific community, must remain objective while considering the deeply held beliefs and traditions of those who came before us.  While it seems that logic should overturn any voodoo, the scientific community can’t be dismissive of the emotion attached to these beliefs, because they can be equally as powerful, and no scientist has really been able to explain that.

I’ve said before that I love the traditions of the fire service.  I come from four generations of firefighters and I am proud of that heritage.  But just as my grandfather and my father were renegades and agitating for change and improvement, so do I.  I’m happy to keep a roto-ray on the front of my engine, but I’m not so keen on rushing so quickly to a fire alarm that I flip a rig.  I guess that’s a tradition that seemed to occur a lot in the past that I’d just as soon leave behind.  And yes, there are some who still think that this is acceptable behavior, as do those who think risk/benefit analysis is for sissies.

If we really want change, we have to understand that it scares some people.  Being dismissive of their fears or their preconceived beliefs doesn’t bring them to us in harmony, it creates division.  Understanding how and why things do the things they do is just as important as understanding who we are and where we came from and how we got here.  Since most of you reading this already get “IT”, I’m probably preaching to the choir, but perhaps we can do a better job of reaching out to the dinosaurs and conveying our respect for the way things were done, as well as educating them on safe and effective practices.

Understand that although scientific exploration may bear out an idea and that idea is as right as rain, that same idea will remain locked up in your head somewhere if you’re unable or unwilling to frame the idea into something everyone can understand and eventually, embrace.  If I had the universal answer to all of our problems, I wouldn’t be sitting here asking you open-ended questions.  But it seems that the questions keep getting asked and we aren’t hitting on the answers.

As a brotherhood, we need to band together and discover what others have found before us.  That together we can work toward improving public safety while striving for our own safety as well.  That tradition is important, but it doesn’t supplant common sense.  And that science, in reaching out to find answers to our questions, has achieved a method of achieving logical approaches to many problems, but we have to sometimes choke back emotion and realize that improvement sometimes means walking away from the treasured, but flawed, reasoning of our past.

Turtles, Circumstances, and Change

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Hilton Head Engine 7Just this week, not only on our relatively quiet haven of Hilton Head Island, but right here in the community in which I live (Palmetto Dunes), comes a story which has become national news.  Before I knew it would be on CNN and everywhere else, I read in our Island Packet this article on a romantic proposal gone wrong, and the subsequent death of sea turtles.  Now while I never really thought I might read in the same article anywhere, the words “sea turtle”, “romance”, and “death”, you really might be wondering, “What does this have to do with the fire service?”  I can reassure you that it does. 

 

How it does is that it clearly illustrates the law of unintended circumstances.  I’d be willing to bet you that no one involved in this story desired to kill off 60 turtles and had no idea that their simple luminary tribute to the sanctity of marriage would touch off what ended up on the AP news feed.  But as a result of something they did, or might also be the case in our situation in fire and emergency services, didn’t do, there was heartache, conflict, and even injury and death.

 

Actions are taken in our fire stations and on emergency scenes on a daily basis that sometimes go badly, and I would venture to guess that 99.9% of actions that resulted in poor outcomes were purely unintentional.  However unintentional these actions (or inactions) are, though, our actions may have wide-ranging impact on our entire organization.  Our actions or inactions may not even be noticed today, or could end up as front page news.  We must constantly be vigilant of the actions we take and how they affect our current situation, and even more importantly, our team, our agency, and our customers.  What may seem insignificant to us may end up costing someone their life later.

 

Working together as a team, we have to have the courage and the ability to say, “Hey, that doesn’t look right” to our colleagues, and they should also be able to say it to us.  It’s a basic tenet of crew resource management.  Fostering this attitude in your team requires cultural and social change, especially in our traditional paramilitary hierarchy.  Our most important role in this concept is awareness of the things we do and importantly enough, to do things right, as well as to be open to the suggestion from others that we should be doing something differently.

 

Being in the position of a transformational leader requires more than being right, it requires us to be open to the idea that we might not be.  As part of a team, when we make a mistake, we must strive to understand what occurred and what the results were, so that we and others don’t repeat that mistake.  When we mistakenly lay off blame we don’t really learn from the mistake. 

 

I had a driver once who had a minor accident with the apparatus we were assigned to.  It was obviously a result of a failure for someone else to do their job.  But he owned that situation and every time he pulled out of the station from then on out, I noticed him looking to insure it never happened again.  It is imperative for us to understand our shortcomings (hey, I have many), own them, and resolve to do better next time. 

 

I’d say that if that couple ever does decide to re-visit our Island again, they’ll never forget to blow out the candles when leaving the beach.  It’s called a watershed moment,  In our lives, it is one thing, but when we have one of these events occur while operating as part of a team we are tasked with leading, it is a requirement that we critique it, learn from it, and resolve to not let it happen again.

Ambition

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At Mass today there was a reading from the Letter of St. James that got me thinking: “Where jealousy and selfish ambition exist, there is disorder and every foul practice.”  It goes on to say, “Where do the conflicts among you come from?  Is it not from passions that make war within your members?”

It reminded me of several passages from the Tao Te Ching, one of which says: “Those on tiptoe don’t stand up, those who take long strides do not walk; those who see themselves are not perceptive, those who assert themselves are not illustrious.”

These are some teachings that have lasted centuries and what, exactly have we taken from them?  When I was younger, I wanted it all.  When I grew up and could have it all, it was hard at first for me to understand, but I realized that it wasn’t altogether worth it.  Power comes from within and can’t be seized.  If you let it come to you, it will.

Conflict comes from people wanting something.  The amusing part of that is those who have power will say all day long, “If you really want it, you have to let it come to you.”  I’ve found that to not exactly be true.  That concept relies on enlightened leaders seeking people who are also enlightened, and not on surrounding oneself with “yes-men” and deceivers.  Had I waited my whole life for people to come to me and ask for my help, I’d probably still be waiting.

Thus the neverending struggle between seizing opportunities and creating them;  I have put a significant amount of research into what it would take for me to get from Point “A” to Point “B” and in some cases, made it happen.  I’m happy to say, however, that a lot of what I have accomplished has actually come about because I didn’t walk up the backs of others to get where I am at.

Ambition is not necessarily a bad thing; being deceptive, manipulative, and doing things contrary to the good of the team and the public we serve is.  What we individually have as a vision of our organization is proper if it involves service to the people we are charged to protect and assist, and not if it involves the “benefits” of public service.  By those, I mean the “perks” of having a badge, importance in the community, and the ability to lord over others and speak down to people.

There is such a thing as being an advocate for those who have no power, for standing up and doing the right thing, even when the right thing requires going out of our way to do so.  The other day I was driving down the road in my chief’s wagon and saw a family broken down on the side of the road.  I also saw several other official vehicles (not ours, thank God) pass these people by.  Had I been going somewhere in a hurry, would I have stopped?  Maybe those other official vehicles had places to go and people to see.  I stopped and helped them out.  They were grateful but I didn’t do it for their gratitude, I did it because it was the right thing to do.

As leaders, are we interested in the chase for power?  Or what we can do with the power once we have it?  I was talking about money with my oldest daughter today and explained to her, what good is money if you already have what you need and you are more interested in accumulating “stuff”?  Wouldn’t it be a better idea to help others who are in need, or at least taking the time to do something nice for others?  Once we hit the mark we desired, as a company officer, or a chief officer, what will we do with that newly found power?  Will we share it with others and empower them?  Or will we use it to beat others down and tell them what to do and where to go?

Tribes

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I’ve been pretty busy lately so I haven’t been able to post.  Something about the end of summer, doing deliveries and computer stuff for my wife’s company, doing the initial planning and contacts for our annual Down Syndrome Buddy Walk, and of course, getting the kids back to school.  With all of that, something really important is also this weekend, the beginning of football season.

When I met my wife almost 20 years ago, I’ll admit, I was not as much of a college football fan as I was of the NFL.  But my very subtle leanings toward the Notre Dame Fighting Irish became pretty intense as a result of my wife’s having attended the University, as well as much of her family.  It was in becoming part of the Powers clan that I learned much more about the University of  ”Our Mother” and really more than what I saw on TV that I liked.  I learned more about what the University means to the alums (and to us “subway alumni”) because of their adherence to higher standards, standards that may not have recently evolved into winning on the football field, but standards that have resulted in producing people of integrity, faith, and dedication.

But this isn’t a blog about that.  This blog is about tribes.  The “tribe” that I am a member of, those of Notre Dame fans, is so because of what the University means to me.  It’s not because the number of games in the win column (although that’s nice), it’s because of what they stand for.  There aren’t names on the backs of their shirts because it’s not about the individual, it’s about the team.  The student-athletes at the Univeristy of Notre Dame are expected to graduate; they’re not just taking up a scholarship for the purpose of winning.  When I wear a shirt identifying me as a supporter of Notre Dame, it’s because of my pride in the school and the product it turns out; from the people I have met, those would be educated, compassionate, involved people.  I am proud of my association with the University, even if it is only as a supporter and not an alumni.

Why do people wear shirts or hats or anything with a logo on it?  Generally, it’s because they identify with the group or product that the logo represents.  People wear logos or get tattoos often because they are trying to send a subtle (or not so subtle) message; “I relate to this advertisement”.  People put stickers on their cars for the same reasons.  They are trying to say, more often than not, “I like what this represents”.

Why do we wear firefighter logos or tats?  Why do we sport “colors” even when we don’t have to?  I live in a resort community and often I’ll be shopping at the supermarket and see someone wearing a t-shirt with a FD logo on it.  I always ask- “You on the job?”  Surprisingly enough, some of them are not.

We identify with our fire service identity because it is meaningful to us.  If it were not, we would certainly not advertise it.  If we worked with the “Loser Fire Department”, something tells me we wouldn’t wear their shirt when we were off duty.  We’d probably wear someone else’s.  Or maybe we wear the shirt of another department simply because we identify with them as brother firefighters.  I have a shirt that is one of my most prized possessions, the shirt a Capitan Miguel of “Cuerpos de Bomberos y Rescate, Cancun, Quintana Roo” told a firefighter to take off and give to me when his own shirt didn’t fit me.  I can’t even imagine that happening here in the States and interestingly enough, the same thing happened to my brother in Dublin, Ireland.

So the short version of this is, if we are so proud to associate with each other as brother firefighters, why is it that we continue to battle each other over trivial items and fail to band together to achieve greatness?  Even when we realize that we have more in common than we don’t, we continue to bicker and we fail to get together to realize gains in important issues, like sprinkler legislation, fire prevention, embracing accountability and incident management strategies, and especially in firefighter safety.

Then, what makes things even worse, is when we have people who bring disgrace to what we value.  People who represent themselves as members of our brotherhood who do things contrary to our mission, by setting fires or calling in false alarms, because they are “bored”.  People who steal from their brother firefighters, and people who say they are something when they are not, and in doing so, short-change those who HAVE earned the right to wear the badge or the patch.  And of course, people who wear the colors but don’t train and don’t work toward betterment of of their team, people who are just filling a spot.

Although I never went to Notre Dame, I realize that when I am wearing a logo on my shirt that says I support Notre Dame, that in some small way, I do represent what that stands for, even though anyone with a few bucks can go down the street and buy one easily enough.  But when I am in a crowd and I see someone wearing something with an “ND” on it, I yell, “GO IRISH!” to them and in a lot of cases, the person ends up stopping and talking to me about the University, or this year’s team, or the last time they were on campus.  We have an immediate friendship because of our common interest and of course, our view as to what is good about our “team” is often something we share.

When you are wearing your colors, your fire department colors, are you saying something good about your organization?  Are you trying to tell others that you are proud to be associated with that group? Or worse, are you ashamed to be wearing anything identifying you as part of your organization because of what they are and what they stand for?  if so, perhaps you should consider associating yourself with a different team.  I think if you wear the colors, but constantly bad-mouth the organization, then you probably should look really hard at what it is that you think the team is about and ask yourself if you really do want to continue being associated with that group.  Maybe it’s a message to move on.

We don’t wear items that associate us with things we detest.  We may not be completely in love with whatever it is that we happen to be wearing, but I can reassure you, no one wants to wear ANYTHING that has any identification with something they hate.  So if you like it enough to wear it, and that patch happens to be the trademark of the organization you are a part of, shouldn’t you be doing whatever it is that YOU can do to make that team better, or at least showing that you endorse what that group is all about?

When I put on a blue t-shirt that happens to come from your organization, I can reassure you, I wear it because I have a lot of pride in the fire service, enough pride that when someone says to me, “You on the job?”, I say back, “Yeah, I’m a firefighter”.  How many other jobs are out there where people do that?

Finally, No More Begging

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Hilton Head Training Center FLAG PropFor the past year or so, our department has been building a training facility of our own.  We officially dedicated it on the 29th and christened some of the props with a little demonstration burn to wow the VIPs who came out to celebrate with us.  It’s a nice facility and was designed with more than just training in mind, given our organization’s desire to find multiple uses for things.  The site was designed to also be an effective staging location for after hurricanes, or to be used as a distribution center in the event of the same, and can support our semi-annual HAZMAT roundup.  But to me, one of the best things is no more begging.

For years, we have had to improvise when it came to training.  It’s difficult to motivate someone into working at “drill speed” when they are flowing a handline into the woods and pretending it’s a burning building.  While we have gotten good at being creative, I sometimes felt like my kids, pretending to be a firefighter while spraying a garden hose at an azalea.

To me, there aren’t too many more exciting sounds then the “whoosh” made by LDH coming out of the bed and punctuated with the ding of a coupling hitting the pavement every 100 feet.  Or the sounds of hose being coupled and the background noise of a roaring fire.  And even though we will be using predominantly theatrical smoke in the tower, there’s really no substitute for dragging a charged line through zero-visibility and not having to worry about marking up the walls or carpet of the hotel or timeshare willing to permit us a little realism that day.

Every time one of our more motivated instructors wanted to insert some live action into their training, for the most part, it required an act of Congress.  Not to mention that although you can’t get much better than live fire training in an acquired structure for some good scenarios, between the asbestos mitigation and all the other associated permitting, by the time it was done, one or two days of burning and then cleaning up afterward just doesn’t hold the magic of being able to light off in the burn room and being able to mop up by flowing your streams into the sloped-floor drain designed for just that task.

If you come down our way, come by and see it.  We have a lot to be proud of.  And we certainly appreciate the support of the community in helping us get there.  In the end, they are the ones who will benefit the most, though, because as a result of our new acquisition, the training calendar is already filling up with companies who want to practice in a real facility, and not by having to imagine the environment they might be working in.

Innovation Distinguishes Between Leaders and Followers

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Safely chocking those wheels.

Safely chocking those wheels.

If you didn’t know, that’s a quote from Steve Jobs (I didn’t).  I was sitting in the office of our Deputy Chief/Ops, reading a magazine while he finished up a meeting, and I saw that quote.  I liked it a lot and wanted to share it with you.

The quote was being used by David White, the editor of Industrial Fire World, in this month’s editorial, where he is discussing “evolution vs. intelligent design”.  His point was that while it is fantastic we have these newfangled radios and all, they’re really not worth anything if we can’t talk to anyone on them because they’re too complicated to use. What’s more, while we have been wrestling with interoperable communications for eons (I mean, look at the Tower of Babel and all), we have another situation that merits a technological solution: tracking firefighter location inside a burning structure.

While some of this stuff is a little out of my immediate reach, there are tools used daily around us that don’t get used to their full efficiency.  Take for example, that little bundle of software you probably have on your computer right there in front of you.  If you’re like me, you have some sort of office pack with a word processing application, a spreadsheet application, and a database application.  In most total office packages, I would surmise that they are interoperable between each other.  I’d be willing to bet you that most fire stations these days have computer workstations and in each of those you also have some sort of interoperable office pack.

How many of you are proficient at using these programs, not just as stand-alone applications, but in concert with one another?  Can you create a table in Excel and transfer it to Word?  Can you create an Access database and then query it to get information, then export it to Excel to create graphs and tables for presentations?

I was at a “presentation” the other day, and the person was trying to influence a governmental body into giving their project funding.  While the speaker was disorganized, what was more appalling is that in this day and age, there weren’t any supporting slides or visuals to reinforce their points.  There’s that whole theory of how much you retain by hearing and seeing something in comparison to just hearing it or just seeing it that you learned in Instructor I (one more reason for requiring this kind of a course as a pre-requisite for Fire Officer I: it teaches you how to communicate to an audience).  You’d think that by now someone might have retained that information themselves.  If you care enough about your project that you’re willing to get up in front of a whole bunch of people to discuss it, why wouldn’t you try to SELL it?

If you want to be a leader, it’s not just about surviving, it’s about EXPERIENCING.  You have to stretch and pull, not push.  You don’t see the lead climber at the back of the pack, do you?  They’re the one forging the way, finding the path, and establishing the precedence.  You have to get out ahead of people to lead them and the way to do that in places other than on the battlefield is to be innovative and thinking about new ways to do things, and learning and finding out the better way up, not by taking the same path everyone else takes.

To be a real leader requires creativity and more than anything, the ability to manage in a dynamic environment.  If you are willing to be flexible and change with the conditions that present themselves, people will look to you for the answers when they don’t have them.  This isn’t just from your subordinates, either, this will very likely come from your superiors as well.

There’s a question I once heard on The West Wing, “Would you rather be ‘The Man’, or ‘The Man that The Man Goes To’?”  If you are a subordinate who desires to be considered a leader (or wishes to have real influence), consider that premise.  I hear from people all the time who complain that they wish their boss was a better leader and I always say, “Why don’t you fill that spot?”  Leadership abhors a vacuum.  If the appointed or legitimate leader fails to lead, someone will.  If that place is filled by you, insure that you cement your value to the boss and the rest of the crew by being a positive, motivated, seeker of truth and knowledge.

If you care enough about your job that you want to lead, you should consider that leading requires more effort than following. A lot of that effort is learning how to be ahead of everyone else in the pack, especially when it comes to improving your condition and by employing creativity to do a safer and more effective job.  Be proactive and be the best at what you do.  if you do that, I can reassure you, with a good attitude, people will come knocking on your door for the answers.

Reserving Our Scorn for the Deserving

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Hot Day on the Training Ground

Hot Day on the Training Ground

I know that I am one of the chief purveyors of snarkiness as a means of combating the less-than-professional element in our midst.  I guess that just because I have a personal vision of what I’d like to see the fire service evolve into, there are those out there who also have a vision of well-lit POVs and thumping bass stereo in their engines as what is considered to be worthy of discussion.  However, just as many other red-blooded males of the species, I’m okay with crushing my enemies, seeing them driven before me, and hearing the lamentations of their women.  To each his own, I suppose.

So the dilemma, I guess, is which battles need to be fought and to what degree.  This then relates to what level of sarcasm should be employed when you are trying to point out that someone is discussing what we consider to be bizarre or to the extreme and we are trying to point out that yes, they are an idiot.  As I have found out over the years(and especially recently), the degree of snarkiness should probably be limited when dealing with the less fortunate, the disadvantaged, and the criminally insane.

As to why we blog or write, there are different reasons, of course.  I am not interested in blogging for the interest of stirring up hate and discontent, except as it goes to encourage spirited but civil debate over subjects that require deeper thought.  So for me, my reason for writing and expecting feedback is to ask questions to challenge the minds of others, in an effort to learn more and to grow. 

Some people blog and posts to hear themselves speak.  Just as when we must tolerate the gas from a nearby infant, what comes out of the mouths of some of these people may stink, but just as we wouldn’t flame a child for passing an offensive cloud in our direction, we must consider the source of some of these scratchings (”writings” would be pretty charitable for some) and be relatively tolerant. 

Likewise, no amount of clever rhetoric is going to get you back the thousands you’ll have to spend defending a frivolous lawsuit.  What it really all comes down to is that we must decide for ourselves what is harmless and what is dangerous, and go after the dangerous and ill-advised.  All other discussion is probably wasted because with some of these individuals, no amount of logic will sway them from their misdirected viewpoint.

I guess my measurement on deciding which individuals should be dealt with would be that there are those whose views are derived either because of laziness (and reluctance to change because it would require them to do something other than to take up space), those who are as a result of ego or greed guarding their domain (and reluctant to change because it would cost them their position in our “society”), those who are defrauding others (for whatever reason, again as a result of ego or greed, aware that change would cause people to analyze their claims), and the malicious.

Believe it or not, I don’t find too many people in our business that fit into the category of deserving of a flame attack.  In most of the cases I have found where I am dealing with someone who gets my temper to flare up, after a few moments of deep breathing I have found that they fit into the category of the misinformed.  The question then is, are they receptive to education, or is it me who needs to be educated?  After all, maybe I’m the one who was misinformed or misunderstood the issue.  The key, I have found, is that both parties need to be open to civil discourse and willing to appreciate the viewpoint of their counterpart.  It is in this area where I find many of us, including myself, to need improvement.

By checking our emotions at the door and getting to the point of the discussion, figuring out the difference between factual information and rhetoric, we achieve enlightenment.  Let me paraphrase something from the Tao Te Ching; the useful part of a jar isn’t the jar, it is the empty space within the jar.  Unless we are willing and able to understand someone else’s position on a subject, no matter how right or wrong, we will not be able to teach someone the truth, or appreciate the truth ourselves.  In understanding how someone comes to a conclusion, we can then effectively show the way, if that is what is necessary, or we can be shown the way.

I may have lost some of you with that, but it is in this that you can probably see the point better.  When was the last time you were completely convinced that something was the truth, only to find out after time that you were wrong?  So in that interim, did you find yourself defending that “truth” to the point of being uncivil to another?  How did you feel then about what you said or did that may have been to defend your position, only to find out now that you were wrong?  Did you regret your actions?

There is an eastern tradition that the victorious should be be magnanimous in victory and as much as possible, allow the defeated to save face.  In doing so, you secure allies and you earn respect.  If you trot around like T.O. after a touchdown after winning your point, be reassured that if you are ever wrong, it will be rubbed in your face (like I wish someone would do to T.O.).  When you are convincing someone of your point, you’ll find it to be a good move to win them over rather than to point out their folly and subsequently, you’ll find that you gain trust and respect as well.

It may feel good to be snarky and rub someone’s face in their ignorance (I enjoy it), but after a while, you’ll find it to be a hollow victory.   I’m sure we can all agree we should never attack the unarmed, and in a battle of wits, that is the root cause of much of the problem. So instead of being smug about our victory, maybe we should celebrate together that we have another convert to our cause.  That seems to be a more appropriate celebration anyway.

Why Yell?

3 comments

IMG_1146I’m Mick, and I yell.  I think this is the part where you all are supposed to say, “Hi Mick.”  Why do we yell?  I started to say, “I’m a yeller”, but that doesn’t sound right.  And I don’t scream.  Screaming to me indicates panic or total loss of personal control.  But anyone who knows me knows I have a little bit of a fuse and when you light it, I’m liable to say some things I wouldn’t intentionally repeat around the God-fearin’ folk.

This blog is as much about therapy as it is for education and sometimes the questions I ask are actually me asking myself the question (did that make sense?).  Why yell?  Well, I guess the simplest way to say it is that I yell when I am frustrated.  I guess in a bit of self-analysis, I should ask, who gives me the right to yell except me?  Who made me the arbiter of all things?  Does the yelling solve anything? In short, I probably don’t really have a right to yell and the yelling only solves things when the recipient gets the message.

So it sounds like it’s more of a communication problem.  I don’t really yell when I don’t get my own way.  I yell when it is apparent to me that someone isn’t paying attention or I yell back when someone is yelling at me.  When someone isn’t paying attention in most cases, I get angry because I feel like the other person is being selfish and acting in a manner that doesn’t show consideration for others.  It’s funny, because I don’t nearly get as angry about someone wronging me as when I see someone wrong someone else.  And when someone is yelling at me, I guess I’m inclined to yell back because when I screw something up, I take it to heart and simmer over it for a while.  So you don’t have to yell at me, I get it.  And if you don’t get that I get it, I begin to yell too.

Generally, I am an empathetic man, and when I finish yelling, I wonder why I did it in the first place, and more often than not, I feel badly about it.  I don’t CHOOSE to yell.  I guess that’s the powerlessness coming out.  Just as a three-year-old will lash out when no one understands what they want, I guess yelling is a form of emotional immaturity that we need to choke back.  But how else then can we communicate what it is we need when the subject doesn’t seem to be listening?

The problem at the heart of this truly is communication.  If all the laws of effective communications came together like they are supposed to, we wouldn’t have to yell.  We tend to yell when there is a lot of noise, and by noise, I’m not just talking audible noise, but distractions – problems at home, busy schedule, not feeling well, etc. I suppose the key is to either find a way to effectively drill through the problem or to postpone the communication until a more appropriate time.

I’d just as soon never yell again, but unfortunately, I’m in a business where sometimes things go seriously wrong and people die when orders aren’t understood.  If you aren’t paying attention on the fireground, I’d rather yell at you then see you fall through the roof, so please bear with me.  And I have three young children at home, none of whom seem to be inclined to pick anything up when they are done with it, so as much effort as I have put into not yelling at home, it’s inevitable that it will happen again.  I suppose it all really comes down to a matter of perspective.  If I don’t yell at home, the result might be a dirty house.  If I don’t yell at work, someone might die.

But just like commercials and other annoying things, too much completely ruins the effectiveness of it.  If I yelled all the time (other than everyone staying away from me), the intended recipients just see it as another crazy rant.  I know people who like to yell at me (a lot) and while at first it bothered me, now it is just so much background noise.  So if yelling a lot isn’t working, I guess the key observation would be that you should save your yelling for when it is absolutely necessary, else it will have no impact whatsoever on your chosen yellee.

I guess this brings us full circle then.  Is yelling effective?  Why yell?  It almost seems counterintuitive to suggest that yelling will cause people to NOT listen to you, but if you do too much of it, chances are that you are headed right down that path.  So some advice- take a deep breath, put the problem into perspective, and decide if yelling is even worth it.  On occasion, it might be.  But the likely scenario is that by the time you consider all that, the problem individual has moved on already and you may have even cooled off.  So think hard before you use a shotgun to kill a housefly.  Save the yelling for the completely necessary events only.  My audiologist thanks you.

I Wanna Be A Libertarian

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mod abf slidell (7)For the most part, I consider myself a Libertarian in that I’d just as soon the government not tell me what to do.  In some aspects, I guess, I’m pretty conservative in my values, so I’m a little Republican, and I like the idea of people on welfare getting off of it someday, especially since I had to eat a lot of PBJs and continue to drive a car with 100k+ miles on it to afford the house we live in (but that’s called choosing your priorities).  And although I’m all for funding the arts, I’m pretty sure I don’t want to fund anything called “Piss Christ”. 

Socially, I guess, I’m pretty Democratic.  While I want people off of welfare eventually, I’m also realistic in that there are people who really need help.  I also believe that just because I believe in certain things, others do not.  Just as soon as I would never force anything down your throat, though, I’d just as soon you didn’t force me to either.  So I’m all in favor of saying “One country, under God” and courthouse lawn manger scenes, in season, of course.

Our government should help when it can and stay out of our business when it can not. But when public safety is involved, time and time again the public has shown it can’t be trusted to do what is right for their neighbors, so there are times when the government should really step in and set things straight.

What am I talking about?  Well, in Breckenridge, Colorado, an ordinance was passed to create a defensible space between properties.  While some people see this as a sane thing to do, others think that it infringes upon their rights.  As I see it, it is the right to have highly combustible timber and brush leading right to your home (or your neighbors), and then, I guess, your right to bitch about it when it catches on fire and the fire department is overwhelmed trying to help all the other Libertarians in your neighborhood.

Now, I don’t for a minute think all these people are Libertarians (nor do I care, and the same for any other political affiliation, just bear with me), but there really does come a time when the common good trumps that of your personal rights.  Call it a slippery slope, but you know, as much as I embrace your religious rights, I don’t see a problem with being able to see your face when you enter a public building.  And I as much as I believe in my First Amendment rights, I think race-baiting and hate speech should be banned, because it is apparent some people lack a certain amount of civility.

When we in emergency services make proposals for public safety, we should always consider the effect we have on individual rights.  The decisions we make really do affect those rights, but so long as we are using good logic in doing so, the public has to understand that we need a LITTLE HELP sometimes.  If you choose to exercise your right to build right up to the interface, you are going to have to give us a little break when we ask you to cut back the forest from your house a little.  When we tell you that you need to leave your home because the fire is heading in your direction, trust me, if I could leave you in place, I would, because frankly, you’re just going to get out there and tie up the highway and gawk and get in my way instead of evacuating anyway, so I’d just as soon leave you there.  I do, however, realize that leaving you to burn up in your property, regardless of your individual rights, is going to land me in court because I left you to do what you wanted anyway.

How do we take into consideration individual rights versus the right to protect people from themselves?  By educating people, and sometimes that requires bold and candid speech.  It is this exact kind of speech that politicians hate, because it shakes up the status quo.  So long as the populace is happy, the politicians are happy and it’s a lot less work.  When we make decisions to cut back trees or not to respond to calls for help at a certain windspeed during a hurricane, or to evacuate people from harms way, it certainly upsets people and they take that moment to complain.

We have to make the grown-up decisions, though; it’s why we exist.  Sometimes it’s best to leave things be, but sometimes you need to point out to people that their decisions could very well result in injuries and fatalities.  If people can’t see their way through those choices, then maybe we should just restrict our response to help them when all Hell breaks loose.  After all, we wouldn’t want the government to interfere with your life, would we?

The Past Will Continue To Haunt Us

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I’m supposed to be working on my final Executive Fire Officer paper but in doing some literature review, I came across a voice from the past.  I happened upon a copy of “The Fire Chief’s Handbook” from 1978.  Now to someone like me, 1978 doesn’t sound like too long ago.  But putting it into perspective, there were no CD or DVD players then.  As a matter of fact, the Walkman hadn’t even been out yet. 

1978 was 31 years ago. That’s a long time for a lot of things, my friends, much less for a book. But here I am, three decades later, reading this paragraph:

It is not difficult to convince a community that attention should be given to certain technical aspects of fire extinguishment.  It is much more difficult, however, to convince a municipality that increased knowledge and skill in management have now become necessary to insure the most efficient use of resources invested in protecting life and property against fire.

The discussion goes on to say that “until recently, fire protection in most of our communities had been a relatively simple and catch-as-catch can affair”.  Wow- so thirty years ago, you’re saying there was actually some discussion about increasing requirements and demands?  Sounds like a familiar argument.

So I guess when I hear someone balking at the needs for higher education and a new approach because our industry is evolving into a more complex environment, I guess we’re still talking about things we were talking about, well, when disco was popular.

I think I’ll make this short and sweet because I’ve got a lot to do, but isn’t it odd that what was considered the seminal book on fire service management was pointing out then what we still haven’t accepted now?  I’ve said several times before, that the fire service will go into the 21st Century, like it or not, kicking and screaming even, but as our world evolves around us and things change, if we continue to resist change, we ourselves will become an anachronism. As long as organizations and leaders think that the fire service will go on without turmoil by just sticking your head in the sand and hoping it will all go away, it won’t.  When you come up, the world will be telling you that if you don’t evolve, you may not survive.

Let's Take an Unemotional Look at the Problem

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webimg_0912While I have been pursuing the discussion on The Kitchen Table only peripherally as I have been very busy lately, I noted an undertone of something that I guess has nagged at me for quite some time.  After thinking about it for a few days, I realized that the issues could actually be approached from a very pragmatic view which I’d love to share with you all today.

Let’s just clarify some statements.  I was not at FDIC for the big discussion, so I am only acting on what I am reading.  But let’s just say that the argument that some organizations are too worried about safety and are not pursuing fires aggressively enough, and are therefore doing a disservice to their communities is a valid one.  And let’s also bring into play another thing I keep hearing, that it is ridiculous to refer to the people we serve as “customers”, as also valid, although I think that customers is a better term for them than some of the other names I have called them under my breath at 0400.  But I digress.

So then, what are they?  Well, I guess the best thing to say is that they are “taxpayers”.  After all, our service is largely supported by tax revenue in one way or another, so I think that is probably a pretty accurate definition, although I could argue that some of them aren’t paying taxes and maybe should be deserving of no service, but then again, I digress.  Let’s say that even in a community that supports a robust volunteer response agency by way of donations only, the citizens and other potential users are in some form or fashion, paying for a service in which they expect some competency, timeliness, and efficiency.

As users of funds that don’t belong to us (they belong to YOU, the taxpayers), I would expect that you probably hold us (the emergency service providers) to a higher expectation, simply because on a daily basis, you don’t use our service.  Therefore, you continue to pay fees, taxes, and donations in the hope that, God forbid, if you needed us, we would come.  And if we did come, we would be prepared, equipped, and with sufficient resources to bring the disaster to bear.

Furthermore, I would expect that as a taxpayer, you expect any funds expended would be done so in a responsible manner.  You would expect some financial discipline, that the agency would be responsible and accountable, and that any real property and other assets would be lovingly cared for and maintained, just as if it belonged to someone else.  Because you know what, THEY DO.  Those red trucks and your uniforms and everything else was paid for by someone else (in most cases).

Likewise, if I, as a taxpayer, saw you doing something irresponsible with those assets, I’d be upset, regardless of how right you thought it was.  If you were using those assets recklessly, I’d suggest that perhaps you should consider that I worked very hard to acquire the funds with which I surrendered to you for the purpose of protecting my community, and I’d rather that you used good judgement in how you used that asset.  Just as I’d hope none of you would drive an engine into a burning building to put the fire out, I’d ask that if you did see some compelling reason to do so, that maybe you would share it with me so I too, could be enlightened and could understand.

Therefore, when I (as a Battalion Chief for the organization I work for) am given a certain number of assets, paid for by you the taxpayer, entrusted to care for and to use prudently, efficiently, and competently to provide emergency service, I take it VERY seriously.  I am, believe it or not, a pretty conscientious guy.  And when those assets include, but are not limited to, a station, an engine and truck company, a bunch of expensive equipment, and most importantly, the eight people assigned to those companies, I am called upon to use the best judgement and skill to bring those assets together to create a life-saving, fire-kicking, roof-chopping machine.

However, if I (as the BC), fail to take a reasonable assessment of each situation in hand, and determine the real problem, the cost involved, and the efficacy of the plan using the assets I have, I am negligent in my duties as a steward of the public trust.  I would hope that the fire service has come far enough that you all see yourselves as better than cannon fodder, but I really think that sometimes, the thought that we aren’t anymore, troubles some of you.

If I have a life that needs to be saved, I will risk a lot to save a lot.  If I have a reasonable expectation that to take a little risk, I can make a significant difference in the outcome of the emergency, I will weigh my options against the risk and put my plan into effect if so moved.  But I absolutely refuse to believe that in this day and age, with insurance companies condemning a structure in which firefighters died saving, that this is a GOOD thing, well, if not for the emotional attachment I have to my brother firefighters, as a steward of taxpayer funds, I’d suggest that it is neither wise, prudent, efficient, etc., etc.  In fact, now that I have opened us up for the possible long-term care of injured firefighters, the possible loss of civilian lives, the possible lawsuits, the unbelievable amount of time that will be required investigating the loss, and the mounds of paperwork, my decision to do so would be such that any reasonable individual would take one look at it and say, “What were you thinking?”

Again, taking the emotional aspect of it out of play, people screamed bloody murder about a plane flight over New York that cost the taxpayers over a quarter-million dollars (not to mention the sheer stupidity of the decision, but again, I digress), think of how angry taxpayers would be if you said that you just chucked several million dollars out the window in insurance claims, medical bills, replacement personnel, and overtime to deal with this problem? 

Hey, if you don’t want to approach safety from an emotional and traditional standpoint, then don’t.  But as a responsible supervisor of taxpayer funds, failing to approach this from a purely pragmatic standpoint, is more than just foolish, it is irresponsible.

Let's Take an Unemotional Look at the Problem

2 comments

webimg_0912While I have been pursuing the discussion on The Kitchen Table only peripherally as I have been very busy lately, I noted an undertone of something that I guess has nagged at me for quite some time.  After thinking about it for a few days, I realized that the issues could actually be approached from a very pragmatic view which I’d love to share with you all today.

Let’s just clarify some statements.  I was not at FDIC for the big discussion, so I am only acting on what I am reading.  But let’s just say that the argument that some organizations are too worried about safety and are not pursuing fires aggressively enough, and are therefore doing a disservice to their communities is a valid one.  And let’s also bring into play another thing I keep hearing, that it is ridiculous to refer to the people we serve as “customers”, as also valid, although I think that customers is a better term for them than some of the other names I have called them under my breath at 0400.  But I digress.

So then, what are they?  Well, I guess the best thing to say is that they are “taxpayers”.  After all, our service is largely supported by tax revenue in one way or another, so I think that is probably a pretty accurate definition, although I could argue that some of them aren’t paying taxes and maybe should be deserving of no service, but then again, I digress.  Let’s say that even in a community that supports a robust volunteer response agency by way of donations only, the citizens and other potential users are in some form or fashion, paying for a service in which they expect some competency, timeliness, and efficiency.

As users of funds that don’t belong to us (they belong to YOU, the taxpayers), I would expect that you probably hold us (the emergency service providers) to a higher expectation, simply because on a daily basis, you don’t use our service.  Therefore, you continue to pay fees, taxes, and donations in the hope that, God forbid, if you needed us, we would come.  And if we did come, we would be prepared, equipped, and with sufficient resources to bring the disaster to bear.

Furthermore, I would expect that as a taxpayer, you expect any funds expended would be done so in a responsible manner.  You would expect some financial discipline, that the agency would be responsible and accountable, and that any real property and other assets would be lovingly cared for and maintained, just as if it belonged to someone else.  Because you know what, THEY DO.  Those red trucks and your uniforms and everything else was paid for by someone else (in most cases).

Likewise, if I, as a taxpayer, saw you doing something irresponsible with those assets, I’d be upset, regardless of how right you thought it was.  If you were using those assets recklessly, I’d suggest that perhaps you should consider that I worked very hard to acquire the funds with which I surrendered to you for the purpose of protecting my community, and I’d rather that you used good judgement in how you used that asset.  Just as I’d hope none of you would drive an engine into a burning building to put the fire out, I’d ask that if you did see some compelling reason to do so, that maybe you would share it with me so I too, could be enlightened and could understand.

Therefore, when I (as a Battalion Chief for the organization I work for) am given a certain number of assets, paid for by you the taxpayer, entrusted to care for and to use prudently, efficiently, and competently to provide emergency service, I take it VERY seriously.  I am, believe it or not, a pretty conscientious guy.  And when those assets include, but are not limited to, a station, an engine and truck company, a bunch of expensive equipment, and most importantly, the eight people assigned to those companies, I am called upon to use the best judgement and skill to bring those assets together to create a life-saving, fire-kicking, roof-chopping machine.

However, if I (as the BC), fail to take a reasonable assessment of each situation in hand, and determine the real problem, the cost involved, and the efficacy of the plan using the assets I have, I am negligent in my duties as a steward of the public trust.  I would hope that the fire service has come far enough that you all see yourselves as better than cannon fodder, but I really think that sometimes, the thought that we aren’t anymore, troubles some of you.

If I have a life that needs to be saved, I will risk a lot to save a lot.  If I have a reasonable expectation that to take a little risk, I can make a significant difference in the outcome of the emergency, I will weigh my options against the risk and put my plan into effect if so moved.  But I absolutely refuse to believe that in this day and age, with insurance companies condemning a structure in which firefighters died saving, that this is a GOOD thing, well, if not for the emotional attachment I have to my brother firefighters, as a steward of taxpayer funds, I’d suggest that it is neither wise, prudent, efficient, etc., etc.  In fact, now that I have opened us up for the possible long-term care of injured firefighters, the possible loss of civilian lives, the possible lawsuits, the unbelievable amount of time that will be required investigating the loss, and the mounds of paperwork, my decision to do so would be such that any reasonable individual would take one look at it and say, “What were you thinking?”

Again, taking the emotional aspect of it out of play, people screamed bloody murder about a plane flight over New York that cost the taxpayers over a quarter-million dollars (not to mention the sheer stupidity of the decision, but again, I digress), think of how angry taxpayers would be if you said that you just chucked several million dollars out the window in insurance claims, medical bills, replacement personnel, and overtime to deal with this problem? 

Hey, if you don’t want to approach safety from an emotional and traditional standpoint, then don’t.  But as a responsible supervisor of taxpayer funds, failing to approach this from a purely pragmatic standpoint, is more than just foolish, it is irresponsible.

Putting Things In Perspective

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As much as the media hype is annoying and excessive, my heart breaks for the parents of the first swine flu death in the United States, as well as for all of the other deaths that have occurred so far. As the parent of three young children, I can only imagine the pain that the family is going through and pray that things work out somehow.

However, as I was explaining to several people, and I have also said in my Twitter and Facebook feeds, we need to look at this situation and put it in perspective.

According to the Global Energy Network Institute, 35,ooo people die DAILY from starvation in the world.  Yet since these people probably aren’t subscribers to USA Today or have TVs to watch network news, I guess it’s not that much of a problem.

According to the American Heart Association, over 150, 000 people die each year from myocardial infarction (heart attacks, for you non-medical types).  The actual figure for 2009 translated into an average of 413 people dying per day, from a largely preventable disease, and a disease that we as EMS providers toil daily to educate the public about and secure funding for programs to mitigate against, but there is no media frenzy.  Now realize that number has dropped since 1980, so we are chipping away at the problem, but still, this is an astounding number of deaths from something we could work harder at solving.

Then of course, there is something much more preventable, that of death from injury.  According to the CDC, in 2006, people were dying at a rate of 490 a day from injuries.  How many times have we tried to get that message out, but have our PSAs relegated to after the 11:00 news when everyone has gone to bed?

I think we need to look at the swine flu situation carefully.  We need to take reasonable measures to mitigate against further outbreak and to minimize exposure to ourselves and our families.  But like the HIV hysteria of the ’80’s and every other crisis that comes along, the media has done a great job overselling the drama when it suits their purpose, and a mediocre job of helping us get the message out about many other efforts like putting smoke detectors in homes. It is our job to continue to bubble up the real message to our customers and it is our job to help the CDC and other parties to keep the effects of this pandemic to a minimum.  But the hysteria can stop already.  I have enough drama in my life, I don’t need this to make it that much more of a challenge.

Take universal precautions, eat and drink healthy and stay fit, and stay well.  Let’s not make this any worse than it needs to be.

Telling The Story

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south-beach-villas-6There’s all kinds of supporting documentation regarding the differences in simply sending a message and telling a story.  In doing the research for a paper I mentioned earlier on this blog, I found that some companies like 3M and Nordstrom used the art of telling a story to deliver their vision instead of simply outlining their goals and objectives.  USA Today ran an article on the use of storytelling in the boardroom back in 2004, and there’s a good article on Brandchannel.com breaking down the whole concept of storytelling. 

I probably don’t use storytelling enough, but instead I consciously try to break things down into analogous bites that people can get their heads around a little better.  In either case, getting your message out to your audience, be they firefighters, EMTs or the public, isn’t just the effort of writing down some bullet points and hoping they get the idea, it’s taking the idea and putting it into a context they can relate to, and giving them information they can use and share with others.

There is a reason why we can re-tell a joke we haven’t heard in years and funble sometimes with our phone number.  The joke has context and we can relate to the story somehow, but our phone number, well, is just a number.  But if you have difficulty remembering the number, try breaking it down into a story: the number 278-3324 for example.  For me, the first three digits, 278, are the main drag in my community.  33 is the number on the Rolling Rock bottle and 24 is my father’s first fire department ID number.  By putting these together into a little story in our head, we can remember it.  We can do this with other things as well: The five Great Lakes are “HOMES”; Huron, Ontario, Michigan, Erie, and Superior.

Take your mission statement for example.  Unless it’s a short phrase (which it should be anyway), can you remember it verbatim?  Maybe you should convey your message in a short bite and use some storytelling to translate what exactly it is you are trying to demonstrate and the direction you want your organization to move in.

We have an excellent homilist at my church, Deacon Joe.  Instead of getting up there and lecturing, he tells a story, and people can walk out of the Mass and recount that story, maybe not exactly, but they get the overall message.  You can see people leaning forward and focusing intently on what he is saying.  They laugh at the humorous parts and they can be seen nodding in agreement at some of the more salient points.  He does a great job of getting that week’s message across to his audience.

The next time you have an important message you want your intended audience to really understand, do a litle experiment; tell a story and see if people can recount what it is you are trying to get across more readily.  Maybe by doing so, you might be able to get people to understand in a way they never experienced before, or at least since their childhood.

It Can't Happen Here

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From yesterday’s Island Packet (my local newspaper, of all places), something poignant to discuss: If at any point in your career you convince yourself “it can’t happen here”, I’ll say to you “it’s just a matter of time”. 

 

Two people were arrested on the Island for child abuse when they left their two year old in their apartment with a pot on the stove and a lit candle.  Had either of these two hazardous conditions gone to their ends (the candle or the pot), my department might well have been fighting a fire and finding an unattended child in our primary search which hopefully, would have been found in time to be saved.

 

As it was, the child awoke and left the house (so which is worse, your home burning down or your two-year old wandering the neighborhood?).  Having a two year old, I know that if I take my eyes off her for a moment, she is likely to cut her sister’s hair or hack the National Security Agency’s mainframe, so I try to at least keep her in my peripheral vision at all times.

 

I don’t have any more facts than reported here, but I’m positive these are not the only two parents in our jurisdiction who aren’t going to the Parental Hall of Fame, so the question exists; How many other children are in hazardous situations like these on a daily basis?  How often do we go to “smells and bells” and expect it to be a nuisance alarm.  My point- complacency kills, which is something we have been telling everyone for years- believe it or not, the next one could be the real thing.

 

Treat every call with the seriousness and importance required and remember that as emergency service professionals, our job is to serve the public efficiently and expediently.  And while I’m at it, staying safe is one way that we can insure that both of those things happen as well.

 

Take the time to think about the possibility that the next call might be the one we talk about for years.  Make sure everyone in your organization is doing everything they can to insure that they will be talking about it as one of the department’s greatest moments and not as one of your biggest failures.

It Can't Happen Here

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From yesterday’s Island Packet (my local newspaper, of all places), something poignant to discuss: If at any point in your career you convince yourself “it can’t happen here”, I’ll say to you “it’s just a matter of time”. 

 

Two people were arrested on the Island for child abuse when they left their two year old in their apartment with a pot on the stove and a lit candle.  Had either of these two hazardous conditions gone to their ends (the candle or the pot), my department might well have been fighting a fire and finding an unattended child in our primary search which hopefully, would have been found in time to be saved.

 

As it was, the child awoke and left the house (so which is worse, your home burning down or your two-year old wandering the neighborhood?).  Having a two year old, I know that if I take my eyes off her for a moment, she is likely to cut her sister’s hair or hack the National Security Agency’s mainframe, so I try to at least keep her in my peripheral vision at all times.

 

I don’t have any more facts than reported here, but I’m positive these are not the only two parents in our jurisdiction who aren’t going to the Parental Hall of Fame, so the question exists; How many other children are in hazardous situations like these on a daily basis?  How often do we go to “smells and bells” and expect it to be a nuisance alarm.  My point- complacency kills, which is something we have been telling everyone for years- believe it or not, the next one could be the real thing.

 

Treat every call with the seriousness and importance required and remember that as emergency service professionals, our job is to serve the public efficiently and expediently.  And while I’m at it, staying safe is one way that we can insure that both of those things happen as well.

 

Take the time to think about the possibility that the next call might be the one we talk about for years.  Make sure everyone in your organization is doing everything they can to insure that they will be talking about it as one of the department’s greatest moments and not as one of your biggest failures.

What Is "Better"?

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2005-1132I was playing around with Twitter the other day and blundered onto a site that discusses social media, coincidentally named Social Media Insider, which of course, led me to a link (and to another) in regard to quality.  The title of the blog was actually “What Does Better Mean” and it was on a blog on marketing that Seth Godin writes.

He points out, essentially, that the consumer defines what is better, which in our business, seems to be counter-intuitive at times.  I have seen on the occasional post and heard on the street and in fire stations around our nation, a certain level of frustration with the whole “customer service” mentality of running an emergency services organization.  And frankly, if you live in a community where they have bigger concerns than their fire loss (like in areas with high crimes rates, high unemployment, or any other major emotional issue), the definition of a quality fire department might be that of one that shows up when someone dials 9-1-1.  My point being, that although YOU desire your organization to be the best, it hasn’t necessarily carried over to your customer base (i.e.; taxpayers).  Unless you do a better job marketing your organization, don’t go expecting them to hand you money the next time you ask for it.

If you live in a community like the one I live and work in, there is a certain expectation that things will be the “best”.  But just what is the “best”?  Is it defined as the best because we say we are the best?  Or is your definition of the best backed up by quantitative data that supports your claim, by having significantly lower reaction times, or significant numbers of neurologically-intact post-resuscitation patients, or excellent customer satisfaction as measured by surveys?  Or is it that you have shiny trucks and nobody says you AREN’T the best?

I had a short discussion with my friend/colleague Lt. Tom today (the author of the Prehospital 12-Lead ECG blog) and it revolved somewhat around the definition of “better” and this blog by Godin came to mind.  The thing is, we don’t get to define what is “better”, the taxpayers do.  And if they want something a certain way, we have to be cognizant of that desire and fulfill it.  If we as experts in our field see it differently, it is incumbent upon us to do some education.  Crying about it isn’t going to help, and unless you can frame the discussion into something the public can really get their head around, don’t expect an overwhelming outpouring of support.  Tom actually showed me a presentation he was doing that was excellent and even I could see that what he was saying made sense and would be a benefit to the community.  Now it comes down to getting an audience.

If you aren’t taking the time to visit your taxpayers in the schools, in their civic clubs, at the nursing homes, and in any other method you can get the word out there, you shouldn’t be surprised when no one is overwhelmingly standing in your corner at budget time.  And in this time of economic crisis, you really need people in your corner.  This is the time when people have to realize that support of public safety is essential and new plants in the median can probably wait.

The only people to count on for this task is your own people and if you aren’t motivated by the prospect of sitting down and having lunch at the elder-care center, think about the lunch you’ll be choking down when your budget gets shot down by 10 or 15%.  If marketing your organization is distasteful to you, think of the alternatives.  Get out there and hit the trail and show your customers what “better” really is; an organization that cares about its community and is willing to go and meet them and show them what they need to do to make themselves more fire and disaster safe.  We all love fighting fires, but at some point, somebody has to pay the bills.  It’s time to grow up and do some advertising for your department and hope it is good enough to win over supporters.