In public safety, we often encounter scenarios where our actions may not directly alter the end result. However, in these moments, it's not the perceived futility of our efforts that matters, but rather the solace we provide to those seeking our aid. It's essential that we place equal weight on the emotional reassurance we offer as we do on our readiness for action. The impact we have on people's sense of security is just as important as our operational preparedness. #leadershipdevelopment
My favorite crisis communication instructor, Dr. Zachary Hall, MPIO, taught me that “People want to know that you care, before they care what you know”. I have not only emphasized this with my crisis communication, but also with my patient care/onscene interaction as a firefighter/paramedic. It does wonders.
Think feelings first, then information. People need hope, to feel that things will be ok, and that that they can trust you to do your job.
Husband, Father of 3, CPSE Credentialed Fire Officer, Fire Lieutenant, Child Passenger safety Technician Instructor and Fire and EMS Instructor.
2moI think many of us consider how folks feel on “the big calls”. But most of the emergency calls run across the country today will be “minor” emergencies. Last shift I had a “bathroom fire” that was the shower vent motor shorting and catching fire. The homeowners did fantastic in evacuating their family and dumped an ABC Dry Chem extinguisher on the fire. My work was nearly done before we even got the 10 blocks to the call, but the family was scared. To US this is minor, to the family this is major. I spent almost more time explaining what we found, how we tried to do very little damage, how we tried to clear as much dry chem as we could, providing tips for cleaning the dry chem up, and recommending changes like mounting their fire extinguisher, and most importantly answering the families questions and concerns than the rest of the incident. Before we left we discussed with the family about our car seat program because they have young children and the dad relayed to my colleagues and I that he knew about the program because a few years ago I noticed him having a hard time, stopped the ladder truck and helped him with his car seat. I remembered the event, not the dad. When we left they felt safe. That's how it should be.