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Leadership That Matters, Part 14

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I got to talk to Capt. Tom (EMS12Lead.com) the other day after his return from IAFC's Fire/Rescue Med 2012 Conference.  After congratulating him on bringing home our spiffy new 2012 IAFC Heart Safe Community Award, he gave me a recap of the conference and some of the outstanding moments. One speaker he was enthusiastic about was Paul LeSage, author of the book Crew Resource Management: Principles and Practice. Chief LeSage, who retired as an assistant chief from Tualatin Valley, Oregon, is also a publisher, a clinical professor, and has a consulting practice.  

Chief LeSage spoke of "Just Leadership", which has a lot of the hallmarks of what we have been discussing here.  According to LeSage, the values shared within a "highly reliable emergency medical system" include actively seeking continual improvement and creating a "Just Culture".  As Capt. Tom put it, a lot of what Chief LeSage advocates as being a good leadership model starts with eliminating the "blame" culture, instead, creating a culture where errors and mistakes are used constructively to create learning.

These characteristics are right along the same lines as what we are saying is best: leadership should be, to the extent possible, transformational.  People should be led, rather than dragged, into understanding how challenges occur within our agency, and instead of beating people up, we should get to the root of the problems and address them, hopefully preventing a future issue.  This kind of leadership relies on crew resource management (CRM) and the human factors analysis and classification system (HFACS) models, each of which look toward problem solving as being a cultural issue rather than purely as a performance issue.

Years ago, I was fortunate enough to be a participant in the United States Marine Corps' Total Quality Leadership program where many of W. Edwards Deming's theories on quality control were adopted.  While the CRM and HFACS models are different, in that they look toward behavior and communication, I find that there are aspects of quality improvement through the "zero defects" approach that  also are quite similar.  All three of these models really do look at taking the problems from a scenario and finding ways to solve for them, while putting the emotional side of the situation aside.  After all, if problems aren't "blame" and instead are "observations" with clearly defined factors, if we use logic to remove our hurdles, people should respond more constructively.  Errors or mistakes are discussed with the intent of solving the problem, and lessons learned can provide excellent lessons for others, hopefully avoiding the same mistakes again.

There is huge requirement, then, to leave your ego at the door.  It is hard to admit you were wrong, or that you made an error, especially in cultures where there is an emphasis on competition and hierarchy. CRM says it is okay at crucial moments to question an order.  HFACS says that even the smallest mistakes have contributing factors that must be considered in the pursuit of solving them.  These are principles that are not fully embraced even to this day in the firehouse.  "You mean the Chief made a mistake? Nonsense!"

Take a moment and look over some of the links I have provided, because they give you a little perspective on the next issues we will cover.  There is an undercurrent present that you must understand.  

  • The boss is not always right. Ego needs to take a seat.
  • When safety or catastrophic failure is at stake, ANYONE should speak up.
  • More eyes on the problem mean more chances of coming up with a successful outcome.
  • The vast majority of people who make mistakes don't do so deliberately.  What can we change to insure success?
  • Our situation requires constant analysis and reaction to the facts.

These are not embraced among your basic "dinosaur" officer.  These are, in fact, counter to the authoritative, paternalistic approach to leading that has been said to be correct for most of my lifetime.  These issues require a leader to do what is right, to take the best approach (even if it isn't their own approach), and they require the leader to serve others and to educate them.

Our understanding of what moves people to act intuitively and appropriately is evolving as we continue to learn.  Hopefully this series is doing just that for you as well.

Leadership That Matters, Part 13: Ironies

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The definition of irony is the use of words to convey the opposite of their literal meaning. Situational irony occurs when the actions someone takes have an effect exactly the opposite of what was intended. In some cases, irony is present when someone has a certain strong belief or is known for acting a certain way, and is faced with the dilemma of having to embrace the opposite.

I have friends from high school who at the time, were probably stoned more often than not, and now they represent the best and brightest of the conservative right.  That's ironic.  Our past Governor, Mark Sanford, ran on a platform of family values and was fast to tell people how they should live their lives, yet his on-going affair was the complete antithesis of having a moral life.  That's not ironic, that's hypocritical.  But then he got caught, he became a butt of late night television monologues, and forever his name will  be remembered for the embarrassment he caused his family and our State: that's irony.

You will not become a transformational leader overnight.  You can't flip a light switch and become an inspiration. It sure didn't for me. I might not even be a transformational leader now.  Like I said yesterday, it is contextual.  The perception of whether you can inspire change is totally dependent on the receiver, as to whether you cause them to feel differently enough to change.  This is its own irony: Transformational leadership depends on your actions, but those actions may not ever make a difference to certain individuals. You can't say, "I did this, now you need to do that." At that point it is no longer anything but an exchange. Altruistic leadership is different. You can't push it; you have to pull and hope they follow.

Like I said, though, in looking back at my career as a company officer I see the entire range of leadership styles. From the beginning, like anyone else, I wanted to be a successful leader.  I looked at other leaders with awe and wanted to be like them. I started as a young go-getter, competing with others, trying to impress my colleagues with my technical knowledge, knowing I didn't have the street cred to immediately expect my subordinates to trust me implicitly. Watching other officers, I became all about "fighting for my guys", sometimes at the risk of completely pushing back against management.  I wanted badly to head to the top, to be the authority everyone went to when they had a problem.  

This, however, evolved differently after having been burned a few times sticking my neck out for others, and in a huge life change, I took a job at another department and saw a whole other way of leading.  A few of the officers I got to know and whom I respected greatly, were icons in the department and in the fire service around the state.  Each of these officers had their personable side, but each of them were not individuals you wanted to get upset.  They were as close to being those inspirational leaders as I had ever been and they ruled their companies or divisions like Patton at the front of the column. In my return to officership, I made it clear there was my way or the highway.  I earned the nickname "The Hammer", ready to come down on whatever or whomever was in the way of our progress, and not afraid of being the hatchet man, so to speak.

But as time went on, I started learning more about myself and exploring my own faults, my own strengths, and understanding that I was trying to be someone I wasn't most of the time, unwilling to see myself for who I am.  Ironically (again), my personality type is none of those other things: my personality type is the extroverted thinker, the ENTJ. The ENTJ is called "The Field Marshal", the organizer, the strategist. As I grew, I began to understand more about what I was comfortable with and that which I needed help with. I also began to realize that the "leadership" I was modeling was often based on another person learning from someone else who might have ben as clueless as they were.

These realizations caused me to delve more into the aspect of how to lead people, and how to serve rather than to demand. Of all of the things I thought I was doing right, had I been true to my personality as I am now, had I followed my gut instead of what I saw from other "leaders", I might have come to that realization much earlier.  But then, the experiences I acquired while I "found myself" have proven to be invaluable in and of themselves.

The most valuable thing I learned about myself was that I was just fine being who I am.  I could put my ego aside, because I am comfortable being me.  I don't have a need to impress anyone.  If you want to hear what I have to say, great, if not, there are others who do. If I become a Chief of Department, it wouldn't be for me anymore, but because I would want to influence even more than I do now.  But I could be happy being a tailboard firefighter right now because I have come to an important place, the place where I learned that the harder you reach for something, the more it will elude you.  I don't need power.  Power comes from within. I have it already.

We have been told our whole lives that in order to succeed, you have to compete. Perhaps there is another way, in that perhaps the more people you help, the more you succeed. Wouldn't that be an amazing irony in our world, if instead of standing on the hands of the people below you, helping them up the ladder actually got you somewhere?  Success can be measured in many different ways and success in leadership may not necessarily involve the best promotion or the most money.  Those things are nice, but I have seen first hand that when you put other people first, oftentimes you rise to the top.  It is an interesting dichotomy and something we'll go into further.

2012: “What If?”

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What if in 2012 we said "What if?" a lot more?  I am working on a book right now and I have been fleshing out some of my ideas, but what kept coming up was that nagging "What if?" question.  Our industry is changing daily and we don't even kniow it yet.  It is like a pile of rock, sitting on the edge of a precipice, waiting for the right shift in the landscape to send it hurtling below.

I was watching a commerical on television the other day for a healthcare company.  They were suggesting, essentially, conceirge-type service for patients that used their facility.  Warm blankets, snacks, nicer gowns, all in the effort to be a little more receptive to the needs of the patient.  Right now, while our healthcare choices are open, in reality, they are pretty limited.  You are limited as to what resources are available to you, how much you can afford to pay for them, and how tolerant you are of the way you will be treated when you use that service.  

While socialized healthcare has its detractors, in fact, if you look at socialized healthcare in Australia, what it DID do was open up markets for healthcare more suited for your needs if you could pay for that type of service.  No matter what, if you need service, it is there for you.  Whether or not the service is adequate or timely is not part of the debate: if you can't afford healthcare, you can get it.  But if you can afford healthcare, you can get it with added value.  In our nation, it doesn't matter if you can afford it or you can't: you get what you get.

This isn't an arguement for or against socialized healthcare though.  It is an arguement that just because you don't currently percieve the civilian population to have a choice, they do.  Someday, and it might be soon, the resources for public firefighting may dry up.  Look at the pop-ups beginning in California: you can get fire protection for your community in the event of a big wildfire, but there are now companies that will GUARANTEE you service.  If people are willing to pay for the upgrade, they will.

If you don't believe that things will be changing in the near future, keep your eyes on this blog because in 2012, we will be talking more about what changes might occur and I am hoping you are paying attention.  Because frankly, if you fail to see the changes before they occur, you will be left wondering what happened while the rest of us leave you in the dust.  And you may not like the things I have to say one bit, but honestly, you had best listen because the changes are coming to your neighborhood soon.

Have a great New Year. 

RESPECT

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Making Friends In Australia.

Making Friends In Australia.

I thought this morning I missed the cutoff for the First Due Blog Carnival.  Of course, as usual, I’m confused.  The link was to The Handover EMS Blog this month being hosted over at 999Medic. Since I’m all about keeping with the spirit of things, I’m going to post anyway, this month’s subject being “respect”.

Now while I haven’t read the other posts yet (I don’t want to be led in a certain direction), I want to call attention to the issue that so many of us in emergency services are bemoaning the “lack of respect” for our profession these days.  I’m going to make this short and sweet: you will never be afforded the respect you think you deserve if you can’t clean up the mess you have made.

We have continued, for decades, even centuries, to tolerate less than professional conduct from our “brothers”.  We have failed to embrace better methods of doing our jobs.  We have shunned safety over bravado.  We have permitted people to lead us who lack education and enlightenment.  We continue to resist standardization not for the sake of technical improvement but because “that’s not the way we do it here”.

This is as much about the fire service as it is about EMS.  I keep seeing battles popping up all over the place about whether the fire service is the best place for EMS, or third party, or whomever.  People, LET IT GO.  Communities must evaluate what suits them best and do that.  Different models work for different circumstances.  Continue to fight among each other at your own peril; the divisiveness is staggering.  We are in emergency services, all of us.  If we continue to beat each other up, we all continue to lose.  And when we lose, the community loses.

You want respect?  How about showing consideration and professional courtesy toward one another?  I went to comment on a blog yesterday and saw a terse statement about something along with a statement pretty much daring someone to reply.  For people to have a difference of opinion is acceptable; for someone to be daring someone to comment so they can exchange heated words, well, it’s reprehensible.

I had the opportunity to speak with a visiting delegation to our Town from Brazil yesterday.  I did a little research and opened up with a paragraph introducing myself and my position with the Town in Portugese.  I likely butchered it, but these visitors were immediately smiling and laughing (at my Portugese, I’m sure), but it opened us up to dialogue.  I spoke about the six weeks I spent on a similar exchange to Australia and the amazing experience I had and the memories I will have forever.

But what I spoke about mostly was how that experience made me realize that an entire world away, we were all really brothers and sisters.  We might speak a different language, but it sure as hell doesn’t make them idiots.  We have ideas and dreams and vision and it is muy importante that we share those ideas and dreams and visions and seek to understand what we can do not only to further our own goals, but to reciprocate, to help othters achieve their vision as well.

If we really want respect, we need to give respect.  How many times have you heard that one?  But so long as we go on with an entitled attitude, that the people we serve should be eternally grateful to us and bow down and kiss our asses on a daily basis, we will fail miserably to earn their respect.  To them, we are just another expenditure in the municipal budget.  We need to embrace a servant mentality, and even more so, we need to understand our own culture and how that interacts with the other cultures we deal with.  I’m not talking about foreign culture; I’m talking about the fabric of your neighborhood and community, and in a bigger sense, our emergency service world.

First Due Blog Carnival over at Fire Critic

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Engine company at Surfer's Paradise, Queensland, Australia. I spent six weeks there on a work study.

Engine company at Surfer's Paradise, Queensland, Australia. I spent six weeks there on a work study.

Okay- it’s on! There is a very nice carnival going on over at The Fire Critic and in addition to the stuff I sent from here on FHZ, there are a whole bunch of excellent posts that are worth reading.  Having never participated in a blog carnival (we had “The Carnival” going on at Station 1 years ago, but methinks that was much different), I’m going to take some time to read other entries and also to check out some blogs I don’t get over to as much as I should.

You should check out some other blogs too.  Let’s go see who’s out there.  Thanks for visiting here and please keep coming back.  We appreciate your viewpoints.