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Effective Communication Strategies in EMS Leadership

Learn from experienced EMS leaders about managing feelings, preparing for discussions, selecting locations, timings, and using feedback strategies for effective leadership. Understand how to identify and resolve issues while maintaining professionalism in EMS organizations.

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Effective Communication Strategies in EMS Leadership

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  1. Management and Leadership in the EMS OrganizationWhose Line is it Anyway?

  2. Introductions Randy Campbell Currently: Chief, Gates EMS, Gates, NY President of his community’s EMS agency Previously: Supervisor, commercial EMS agency

  3. Introductions Julia Koagel Currently: Board Member, North Area Volunteer Ambulance Corps Previously: President, vice-president, treasurer 25 years experience and service to NAVAC

  4. Introductions Norm Wallis Currently: Executive Director - Northern Oswego County Ambulance Previously: Executive Director - EMS agency Assistant Director of Operations - EMS agency Fire Chief Village Board Member

  5. Introductions Chris Bitner Currently: Executive Director - North Area Volunteer Ambulance Corps Previously: President, board member of EMS agency

  6. Principles Recognize Your Feelings Some Feelings You May Experience: • Fear • Doubt • Anger

  7. Manage Your Feelings Principles • Prepare for the discussion • Rationalize your feelings • Talk with someone about the issue at hand

  8. Prepare Notes for the Discussion Principles • Plan topics to discuss • Identify key points • Road map / sequence

  9. Repercussions? Principles • Future performance? • Political ? • Relationship? • Retaliation?

  10. Choose Appropriate Location Principles What Stage Do You Want to Set? • Formal • Less formal • Casual • Even more casual

  11. Choose Appropriate Location Principles Be Conscious of . . . • Discussing in front of others • Meeting in a home

  12. Timing Principles • Discussion should take place soon after the issue occurred. • Delay weakens memories, and your credibility. • Delay gives impression that issue not important.

  13. Timing Principles • Be cautious of scheduling meeting too far into future. • Cause worrying and stress

  14. Have Another Person Present Principles • Back-up and support • Witness

  15. Oreo Cookie Principle Principles • If you want the person to be successful, you must give positive feedback as well as negative • 80/20 rule

  16. Identify the Issue at Hand Principles • Direct consquences • Indirect ramifications • Person is a role model to others in the organization and professions • Person is representing the organization to the public • How do we resolve the issue? – involve the offender in developing solution • Monitor and re-evaluate after the meeting

  17. Be Conscious of Your Body Language Principles • Make eye contact • Be conscious of the image you present • The facial expressions you make

  18. Know When to Stop Principles • We tend to repeat ourselves, especially when we are nervous or uncomfortable • Silence is OK – let the other person speak

  19. Scenario #1 Whose Line?

  20. Discussion Whose Line? • What feelings are you going to have going into this discussion? • Is this the type of discussion you can have with a set of notes in front of you? • What is the repercussion risk here? • Where would you want to have this discussion?

  21. Discussion Whose Line? • Is timing much of a consideration? • Do you want to have another person present for this? • Is the Oreo cookie technique helpful here?

  22. Scenario #2 Whose Line?

  23. Discussion Whose Line? • What feelings are you going to have going into this discussion? • Are notes appropriate here? • What is the repercussion risk here? • In what setting would you want to have this discussion? • Is timing much of a consideration?

  24. Discussion Whose Line? • Do you want to have another person present for this? • Is the Oreo cookie technique helpful here? • What about body language? What image do you want to convey? • Comment on knowing when to stop.

  25. Scenario #3 Whose Line?

  26. Discussion Whose Line? • What feelings are you going to have going into this discussion? • Is this the type of discussion you can have with a set of notes in front of you? • What is the repercussion risk here? • Where would you want to have this discussion?

  27. Discussion Whose Line? • What about the timing of this discussion? • Do you want to have another person present for this? • Is a hug appropriate?

  28. Scenario #4 Whose Line?

  29. Discussion Whose Line? • What feelings are you going to have going into this discussion? • Is this the type of discussion you can have with a set of notes in front of you? • What is the repercussion risk here? • Where would you want to have this discussion?

  30. Discussion Whose Line? • Is timing much of a consideration? • Do you want to have another person present for this? • Is the Oreo cookie technique helpful here?

  31. Questions for Us? Wrap Up Randy Campbell randy.campbell@gatesems.org Julie Koagel jkoagel@navac.org Norm Wallis nwallis@noca-ems.com Chris Bitner cbitner@navac.org

  32. A Copy of This Presentation is Available at: http://www.nysvara.org/pulsecheck

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