Management and Leadership in the EMS Organization Whose Line is it Anyway?

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