Videos

Ever dial 911? It was probably the worst day of your life. Yet, ask a firefighter about their job and they will tell you it is the greatest job in the world. How can someone's worst day be your best? One word: Connection. 

Connection with our teammates AND connection with your customers.

The first thing you learn in the fire academy is that the primary goal when you get off a fire truck on scene is to protect everyone who looks like you - everyone wearing fire gear. Then you protect the public and then property. We cannot be successful unless we perform as a team.

The formula for creating highly effective teams is:

Trust + Listening to Understand + Vulnerability + Empathy

                                           Time

Trust is a firm belief in the reliability, truth, ability, or strength of someone. In order to perform as a highly effective team a team must have a high level of trust. 

Listening to understand means that you are focused on understanding the person who is talking's point of view. You are not focused on trying to respond. Understanding another's point of view builds trust and strengthens a relationship.

Vulnerability in the fire service is comprised of two concepts: accountability and ownership. Firefighters must put aside their ego and be willing to be held accountable and to own their mistakes.