Communication Message Receiver Sender Feedback in the FireEMS
Communication Message Receiver Sender Feedback in the Fire/EMS Service
Can you handle the heat?
Roadmap �Why do you want to join �What communication is �Factors impacting communication �Moving Forward
What brought you here? �Cool trucks with lights and sirens �Adrenaline rush �I want to save lives �Self-actualization
Personal Goals �Personal ◦ School ◦ Career ◦ Family ◦ Friends goals
The part you don’t hear…
What is Communication? Continuous cllaborative process of verbal and non-verbal meaning making • • • Taken for granted No one person is in total control Contains many elements
Factors impacting communication �Generational differences �Cultural differences �Fire/EMS specific issues
Generational differences � Traditionals (1922 -1945) 69 -92 � Babyboomers (1946 -1965) 49 -68 � Generation X (1966 -1979) 35 -48 � Generation Y -- Millennials (1980 -1999) 15 -34
Traditionals’ attitude toward… Work Hard-working; process oriented Employer Most loyal workers (70% wants to stay) Authority Value conformity and rules; top-down management approach Supervision Respect May be insulted by continuous feedback Want opinions to be given more weight; expects deference based on experience
Baby Boomers’ attitude toward… Workaholics; process oriented Employer Value commitment and loyalty (65% want to stay) Authority May be uncomfortable interacting with authority figures Supervision Respect May be insulted by continuous feedback Want opinions to be given more weight; expects deference based on experience
Generation X’s attitude toward… Work Employer Authority Supervision Respect Only work as hard as needed; results oriented Loyal to people more than company (40% want to stay) Comfortable interacting with authorities; not impressed or intimidated by titles Immediate and continuous Want to be held in esteem and listened to; do not expect deference
Millennials’ attitude toward… Work Employer Authority Supervision Respect Work only as hard as needed; results oriented Loyal when dedicated to an idea, cause or product (20% want to stay) Believe respect must be earned regardless of level or title Immediate and continuous Want to be held in esteem and listened to; do not expect deference
Cultural differences � High-context ◦ ◦ Message is understood through context Time is synchronous Group harmony important Dislike direct confrontation � Low-context ◦ ◦ Messages should be specific Time is chronological/sequential Individual rights supersede blind duty to family Conflict is a natural part of life
Organizational Culture S M E / e r i F ls a o G Atti Ta sks . j b O tude s Pe ies rsonalit Se rv ice
The Problem in the Fire/EMS Service… �Para-military culture �“Grape-vine” realities �Morale/work issues �Loss of sense of purpose…why we are here
Dialogue inside of the walls • Treat others as you would want to be treated • Smile…whether you feel like it or not • Presentation is everything • Think before you speak • Stand by your beliefs • It’s not us vs. them
Moving Forward • What communication should be • Effective listening • Conflict resolution • Social media
Effective Communication
Moving toward dialogue �Communication is a two-way street �Give up the concept of “fault” �Importance of ordinary conversation
Effective Listening
Effective Listening • Make listening our FIRST priority • Do not interrupt • Check your emotions and suspend judgment • Ask questions for clarity
Conflict Resolution � Objectives ◦ Solve the problem at hand ◦ Maintain the relationship � How ◦ ◦ to achieve Listen first Assume positive intent Choose your battles Tailor your response to fit the recipients’ style
What is acceptable?
What is not acceptable?
Bringing it all together…
It’s the little things in life… http: //youtu. be/s. AQfz. HBp. Rsc
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