Fire EMS

“Nice” School, Part 2

Issue 8 and Volume 165.

BY ALAN BRUNACINI I really should have titled this month’s column “Before You Send the Workers to School, You Should Train the Boss.” I have been describing in my past couple of columns my experience in adding a customer service element to our traditional tactical (mostly firefighting) approach. I had spent essentially my whole career up until Mrs. Smith came into my life concentrating on everything that was involved in effectively putting water on the fire. The importance of water was in no way reduced by adding a customer support component to the overall plan, but I discovered that I had not developed a very refined set of skills that created the capability to describe to the troops what was involved in the new things we were going to do for Mrs. Smith. I quickly learned that any discussion about dealing with her personally required me to use the word…

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