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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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