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Communication

Communication. Message. Receiver. Sender. in the Fire/EMS Service. Feedback. 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

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Communication

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  1. Communication Message Receiver Sender in the Fire/EMS Service Feedback

  2. Can you handle the heat?

  3. Roadmap • Why do you want to join • What communication is • Factors impacting communication • Moving Forward

  4. What brought you here? • Cool trucks with lights and sirens • Adrenaline rush • I want to save lives • Self-actualization

  5. Personal Goals • Personal goals • School • Career • Family • Friends

  6. The part you don’t hear…

  7. 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

  8. Factors impacting communication • Generational differences • Cultural differences • Fire/EMS specific issues

  9. 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

  10. Traditionals’ attitude toward…

  11. Baby Boomers’ attitude toward…

  12. Generation X’s attitude toward…

  13. Millennials’ attitude toward…

  14. 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

  15. Organizational Culture Fire/EMS Tasks Goals Obj. Attitudes Service Personalities

  16. 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

  17. 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

  18. Moving Forward • What communication should be • Effective listening • Conflict resolution • Social media

  19. Effective Communication

  20. Moving toward dialogue • Communication is a two-way street • Give up the concept of “fault” • Importance of ordinary conversation

  21. Effective Listening

  22. Effective Listening • Make listening our FIRST priority • Do not interrupt • Check your emotions and suspend judgment • Ask questions for clarity

  23. 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

  24. What is acceptable?

  25. What is not acceptable?

  26. Bringing it all together…

  27. It’s the little things in life… http://youtu.be/sAQfzHBpRsc

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