Table of Contents Preface... xi Introduction... 1 Background... 2 Requirements... 3 Scope and Purpose... 3 Key Information... 3 1 Leadership and the Chief Officer... 7 Personal-Awareness Tools... 7 Personality Profiles... 8 Emotional Intelligence Model... 9 Personal Counseling... 10 Applications... 10 Leadership Models and Styles... 11 Leadership Theories... 13 Leadership Traits... 13 Behavioral Leadership... 13 Situational Leadership... 15 Principled Leadership... 22 Leadership Theory Applications... 22 Leadership Skills and Styles Development... 23 Good Leader Concepts... 23 Influence Factors... 23 Balanced Leader... 27 Summary... 28 2 Basic Communication Skills... 35 Interpersonal Communication... 35 Communication Basics... 36 Sender... 36 Message... 37 Medium or Channel... 37 Receiver... 37 Interference... 37 Feedback to the Sender... 38 Interpersonal Communication Purposes... 38 Verbal Component... 39 Words as Symbols... 40 Cultural Concept of Words... 41 Verbal Skills Improvement... 41 Nonverbal Component... 42 Kinesics... 42 Paralanguage... 43 Self-Presentation... 44 Nonverbal Communication Improvement... 46 Listening Skills... 47 Attending... 47 Understanding... 47 Remembering... 47 Evaluating... 48 Responding... 48 Improving Listening Skills... 48 Speech Communication... 49 Speech Communication Process... 49 Characteristics of Effective Speakers... 50 Types of Speeches... 51 Entertainment... 51 Informative... 52 Persuasive... 53 Special Occasion... 54 Speech Preparation Process... 57 Analyzing the Audience... 57 Selecting the Topic... 58 Determining the Purpose... 58 Generating the Main Ideas... 58 Developing the Central Idea... 59 Gathering Supporting Evidence... 59 Organizing the Speech... 60 Rehearsing the Speech... 61 Delivering the Speech... 61 Written Communication... 64 Organizing the Document... 64 Writing the Document... 65 Writing Specific Document Types... 66 Memos/E-mails... 67 Letters... 69 Reports... 71 Executive Summaries... 73 Minutes... 73 Policies/Procedures... 74 Requests for Proposals/Specifications... 75 Summary... 76 3 Basic Administrative Skills... 81 Planning Process... 81 Purpose... 81 Levels and Cycles... 82 Long-Range and Strategic Plans... 82 iii
Intermediate-Range Plans... 83 Short-Range (Annual) Plans... 83 Positive Results... 84 Limitations and Problems... 85 Internal Resistance... 85 Resources Drain... 85 Crisis Effect... 86 Implementation Failure... 86 Different Management Levels... 86 Chief Officer s Responsibilities... 87 Plan Types... 87 Permanent/Standing... 88 Single-Use... 88 Strategic... 88 Operational/Administrative... 89 Contingency... 90 Elements... 91 Phases... 92 Specific Decisions... 93 Organization s Size Effects... 93 Organizational Process... 93 Needs... 94 Identification... 94 Prioritization... 95 Resources... 95 Requirements... 95 Allocations... 95 Outcome Monitoring... 96 Performance Criteria... 96 Progress Reports... 96 Responsibility Assignments... 96 Organizational Structures... 96 Traditional Model... 97 Alternative Models... 99 Systems-Process Approach... 100 Control-Systems Process... 102 Research Process... 103 Data Collection... 103 Information Sources... 105 Internet... 105 Government Agencies... 107 Libraries... 107 Educational Institutions... 108 Professional Organizations... 108 Testing and Standards Organizations... 109 Vendors/Manufacturers... 109 Nonprofit Organizations... 109 Analysis Process... 109 Types... 109 Cost/Benefit... 110 Process... 110 Policy... 110 Program... 111 Needs... 111 Risk... 111 Steps... 111 Application... 111 Coordination... 112 Evaluation Process... 113 General Methodology... 113 Evaluation Types... 114 Evaluation Methods... 114 Application Skills... 115 Organizations... 115 Programs... 116 Personnel... 116 Equipment/Materials... 117 Data/Information... 118 Evaluation Plan... 119 Summary... 119 4 Supervision and Management... 123 Supervising Methods and Styles... 124 Challenges... 124 Anticipating Problems... 125 Establishing and Communicating Goals and Objectives... 126 Involving Employees in the Process... 126 Creating an Effective Team... 127 Creating Job Interest Within a Team... 129 Responsibilities... 131 Completing Tasks... 132 Ensuring Health and Safety... 132 Building Teamwork and Cooperation... 132 Developing Skills... 133 Maintaining Positive Examples/Attitudes... 133 Maintaining Records and Reports... 133 Leadership Elements... 133 Managing Methods and Styles... 133 Functions... 134 Skills... 135 Change Issues... 135 Change Types... 136 Resistance Issues... 136 Process Implementation... 137 Follow-up Program Plan... 140 Summary... 140 iv
5 Logic, Ethics, and Decision-Making... 143 Logic... 143 Reasoning... 143 Inductive... 143 Deductive... 145 Causal... 145 Analogical... 145 Fallacies... 146 Ethics... 147 Ethical Conduct... 148 Personal Ethics Origins... 148 Unethical Conduct Causes... 150 Personal Justifications... 150 Ethics Program... 151 Elements... 151 Code of Ethics... 152 Ethical Issues... 155 Decision-Making... 156 Elements... 156 Basic Assessment... 157 Workgroups... 157 Decision-Making Models... 157 Steps... 159 Classify the Problem... 159 Define the Problem... 159 List Alternative Options... 159 Determine the Best Response... 159 Convert the Decision into an Action... 160 Test the Action Against the Desired... Outcome... 160 Barriers... 161 Psychological (Internal) Barriers... 161 Organizational (External) Barriers... 162 Abilene Paradox... 163 Four-Way Test... 163 Summary... 164 6 Human Resources Management... 169 Human Resources Demographics... 169 External: Community... 170 Internal: Organization... 171 Diversity... 172 Fire and Emergency Services Diversity... 172 Diversity Barriers... 172 Affirmative Action Programs... 173 Workplace Diversity Initiative... 173 WDI Model Elements... 174 Employment Practices... 176 Human Resources Unit/Program... 176 Legal Requirements... 177 Strategic Planning... 177 Projecting Needs... 178 Identifying Unseen Obstacles... 178 Conducting Job Analyses... 179 Prospective Personnel Recruitment... 179 Understanding Reasons to Join the Fire and Emergency Services... 179 Recruiting Sources... 180 Attracting and Recruiting Diverse Workforces... 181 Recruiting Methods... 181 Employment Process... 182 Interview Techniques... 185 Types... 186 Questions... 187 Preparations... 187 Interview Format... 188 Applicant Selection... 188 Internal Personnel Relations... 189 Personnel Assignments... 189 Work Environments... 190 Duty Assignments... 190 Levels of Staffing... 190 Conflict Management... 191 Conflict Types... 191 Conflict Management Styles... 192 Conflict Management Steps... 193 Internal-Conflict Resolution... 194 Personnel Evaluation Programs... 195 Advantages... 195 Characteristics... 195 Evaluation Processes... 196 Legal Considerations... 197 Benefits... 197 Promotions... 198 Retention... 200 Grievance Procedures... 200 Filing Period... 201 Testimony, Witnesses, and Representation... 201 Review Steps... 201 Discipline... 202 Types... 202 Progressive... 203 End of Service/Career... 205 Line-of-Duty Death... 205 Disability... 206 Termination... 206 v
Retirement... 207 Exit Interview... 207 Labor/Management Relations... 207 Negotiations... 208 Open Communications... 209 Negotiation Process... 209 Employee Involvement and Participation... 213 Professional Development and Employee Assistance Services... 213 Professional Development Programs... 213 Continuing Education... 213 Professional Organizations... 214 Officer Accreditation Programs... 215 Other Forms/Methods... 215 Employee Assistance Services... 216 Critical Incident Stress Management... Program... 216 Employee Assistance Programs... 216 Member Incentive Programs... 217 Summary... 218 7 Community Relations... 221 Customer Service Concept... 221 Customer Base... 222 Customer Needs/Wants/Desires... 224 Internal Customers... 224 External Customers... 225 Stakeholders... 226 Information-Gathering Methods... 226 Service-Delivery Monitoring... 228 Service-Area Infrastructure Safety Concerns... 228 Community-Awareness Programs... 229 Public Relations... 230 Public Information Officer... 230 Media Relations... 231 Public Fire and Life Safety Education... 233 Purpose and Scope... 233 Group Presentations... 234 Media Programs... 235 Concerns/Complaints/Inquiries... 236 Concern/Complaint Resolution... 236 Employee Act/Omission Resolution... 237 Public Inquiry Resolution... 237 Customer Service Element... 238 Community Relations Strategies... 240 Language... 240 Cultural Customs... 242 Cultural Values... 242 International Relations... 242 Community Involvement... 243 Decision-making and Goals-Setting Functions... 243 Partnerships and Programs... 244 Partnerships... 244 Programs... 245 Summary... 247 8 Government Relations... 251 Political Arena Participation... 251 Public Awareness and Acceptance... 252 Government Acceptance... 252 Interagency Relations... 253 Jurisdictions... 255 Fire and Emergency Services Organizations... 256 Law-Enforcement Agencies... 256 Federal Agencies... 258 Intergovernmental Agreements... 258 Political Decision-Making Process... 259 Political Processes... 259 Responsibility of Government Officials 260 Concept of Governing... 260 Public Influence... 260 Types of Elected Officials... 261 Political Relationships... 262 Political Neutrality... 262 Guidelines for Dealing with... Government Officials... 263 Political Resources... 263 Communication... 263 Public Relations... 264 Educational Information... 264 Legislation Monitoring... 264 Local... 264 State/provincial... 265 Federal... 265 Accreditation Programs... 266 Insurance Services Office, Inc... 266 Fire Underwriters Survey... 267 Commission on Fire Accreditation International... 267 National Fire Protection Association... 268 International Fire Service Accreditation Congress... 268 National Board on Fire Service Professional Qualifications... 269 vi
Commission on Accreditation of Ambulance Services... 270 Commission on Accreditation of Medical Transport Systems... 270 Community and Government Relationship Evaluations... 273 Summary... 273 9 Administrative Structures... 277 Organizational Structure... 277 Traditional/Scalar Organizational Structure... 279 Line and Staff Functions... 280 Nontraditional Organizational Structures...281 Horizontal Structure Organization... 281 Operational Structure Model... 281 Network Structure... 281 Matrix Departmentalization... 282 Implementation Authority... 282 Organizational Performance Evaluations... 283 Benefits... 284 Evaluation Process... 285 Types... 285 Method Selection... 286 Evaluation Levels... 287 Data Analysis... 287 Information Interpretation... 288 Project Management... 288 Benefits... 289 Process... 289 Define: Phase I... 289 Plan: Phase II... 290 Implement: Phase III... 290 Complete: Phase IV... 290 Uses... 291 Strategic-Planning Process... 291 Development... 291 Implementation... 292 Monitorship... 293 Evaluation... 293 Progress Reports... 293 Revisions... 293 Operational-Planning Process... 294 Short-Range Plans... 294 Intermediate-Range Plans... 294 Apparatus Preventive Maintenance... 295 Structural Reorganization... 295 Resource Allocation... 295 Equipment Replacement... 295 Long-Range Plans... 296 Station Location... 296 Apparatus Replacement... 296 Policy and Procedures Development... 297 New Policy or Procedure... 297 Revision Process... 297 Summary... 298 10 Administrative Programs... 301 Budget Preparation and Development... 301 Systems and Budget Types... 302 Budget Systems... 302 Budget Types... 303 Sources of Funding... 305 Tax Revenues... 305 Trust Funds... 306 Enterprise Funds... 306 Bond Sales... 307 Grants/Gifts... 307 Fund-Raisers... 308 Budget-Development Process... 308 Budget Plans... 308 Preparations... 309 Implementation... 311 Monitorship... 311 Evaluations... 312 Revisions... 312 Purchasing Process... 312 Determine Needs... 313 Conduct Research... 313 Survey Other Jurisdictions... 313 Review Manufacturers Business Histories... 314 Request References... 314 Review Standards and Regulations... 315 Review Industry Trends... 315 Compare Various Products... 315 Determine Equipment Compatibility... 315 Review Purchasing Ordinances and Laws... 315 Develop Request for Proposal... 315 Evaluate Equipment... 316 Review Product Data... 317 Conduct Purchasing Process... 317 Determine Funding Sources... 318 Create Bid Specifications... 319 Evaluate and Score Proposals... 319 Award Purchase Contract... 321 Evaluate and Revise the Process... 321 vii
Logistics... 321 Purchasing Process Application... 321 Materials... 321 Equipment... 322 Service Contracts... 322 Apparatus... 322 Facilities/Land Acquisition... 322 Inventory Control... 323 Receive... 323 Stock... 323 Track... 324 Internal Delivery... 324 Maintenance... 325 Emergency Scene... 325 Record-Keeping Function... 326 Record Types... 326 Budget... 326 Inventory... 326 Maintenance... 326 Activity... 327 Personnel... 327 Development... 329 Define Requirements... 329 Plan the System... 329 Implement the System... 329 Complete the Project... 330 Evaluation... 330 Revision... 330 Legal Requirements... 330 Record Types... 330 Privacy... 332 Public Access... 332 Data Interpretation... 333 Training Function... 333 Evaluation of Requirements... 333 Legal Mandates... 333 Community or Service Area Needs... 334 Hazards Assessment... 334 Risk Analysis... 334 Program Development... 335 Program Design... 335 Course Selection... 338 Facility Types... 339 Personnel... 343 Schedules... 344 Sources of Funding... 346 External Training Sources... 346 Colleges/Universities... 346 North American Fire Training Associations... 346 Regional Training Programs... 346 Seminars... 347 National Courses/Curriculum... 347 Private Sources... 347 Program Evaluation... 347 Technology in Administration... 347 Computer Hardware... 348 Computer Software... 348 Communications Equipment... 348 Office Equipment... 349 Summary... 349 11 Fire-Prevention and Life-Safety Programs...353 Community Risk Analysis... 353 Risk-Management Model Components... 354 Risk Identification... 354 Risk Evaluation... 354 Risk Prioritization... 355 Risk-Control Techniques... 355 Risk-Management Monitoring... 355 Hazard Categories... 355 Behavioral... 355 Intentional... 355 Natural... 356 Occupancy-Related... 356 Private Fire-Protection Systems... 356 Water-Supply Sources... 357 Mutual/Automatic Aid Sources... 357 Building Construction Types... 357 Fire-Prevention and Life-Safety Program Creation... 358 Community Needs Identification... 360 Appropriate Program Selection... 361 Legal Mandates... 362 Data Collection... 362 Design... 363 Approvals... 363 Alternatives... 363 Implementation... 364 Organizational Structures... 364 Resource Allocations... 364 Personnel Selection... 364 Evaluation... 365 Data Monitorship... 365 Indicators... 366 viii
Reports... 367 Revision... 367 Public Awareness and Acceptance... 368 Fire-Inspection Element... 368 Selection and Design... 368 Inspection/Enforcement... 368 Plans Review... 370 Building Code Enforcement... 370 Alternatives... 371 Implementation... 371 Evaluation/Revision... 372 Public Awareness and Acceptance... 372 Fire-Investigation Element... 373 Selection and Design... 374 Alternatives... 374 Implementation... 374 Evaluation/Revision... 376 Public Awareness and Acceptance... 376 Public Fire and Life Safety Education Element... 376 Selection and Design... 377 Alternatives... 378 Implementation... 379 Evaluation/Revision... 381 Public Awareness and Acceptance... 383 Summary... 383 12 Emergency Services Delivery...387 Community-Required Services... 388 Systems-Model Approach... 388 Comprehensive-Risk Approach... 388 Emergency Services... 389 Fire Suppression... 389 Emergency Medical Response... 392 Hazardous Materials Response... 392 Terrorism Response... 394 Natural Disaster Response... 395 Technical Rescue... 396 Communications/Dispatch/ Telecommunications... 396 Mutual Aid... 397 Automatic Aid... 398 Other Services... 398 Strategy and Tactics... 398 Terminology... 399 Strategy... 399 Tactics... 399 Incident Analysis... 400 Application Concepts... 400 Strategic Transitional Analysis... 401 Incident Command System... 402 Components/Operational Positions... 403 Command... 404 Operations... 405 Planning... 405 Logistics... 406 Finance/Administration... 406 Integrated Communications... 406 Unified Command... 406 Development... 408 Implementation... 409 Monitorship, Evaluation, Revision... 410 Report... 411 Incident Action Plan... 411 Implementation... 412 Command Transfer... 412 Resource Accountability... 413 Incident Termination... 414 Comprehensive Disaster Plan... 414 Disaster Types... 415 Natural... 415 Human-Caused... 416 Technological... 419 Interagency Relations... 419 Jurisdictional Authority... 420 Emergency Operations Center... 420 Resource Allocation... 420 Plan Implementation... 422 Incident Termination... 423 Recovery and Rehabilitation... 423 Security... 423 Debris Removal... 423 Restoration of Services... 423 Postincident Analysis... 424 Development Procedures... 424 Implementation... 425 Monitorship, Evaluation, and Revision... 425 Information Gathered... 425 Strategy and Tactics... 425 Safety Issues... 425 PIA Critique... 426 Recommended Changes... 426 Reports... 426 Summary... 426 ix
13 Comprehensive Safety and Health Program...429 Safety and Health Program Creation... 430 Occupational Safety and Health Committee... 431 HSO Roles and Responsibilities... 433 Risk-Management Plan... 436 Personnel-Risk Analysis... 438 Risk Identification... 438 Risk Evaluation... 438 Risk Prioritization... 439 Risk-Control Techniques... 439 Plan-Implementation Procedures... 440 Implementation... 440 Monitorship... 441 Evaluation... 441 Revision... 441 System Safety Program... 441 Accident-, Injury-, and Illness-Prevention Program... 442 Hazards/Corrective Measures Identification... 442 Physical Injuries/Fatalities... 443 Occupational Illness... 445 Motor Vehicle Related Accidents... 446 Hearing Loss... 447 Respiratory Injury or Illness... 448 Hazardous Materials Exposure... 450 Program Implementation... 451 Program Monitorship, Evaluation, and Revision... 452 Medical Exposure Management Program... 452 Infection Control... 452 Hazardous Materials Exposure Control... 453 Employee Physical-Fitness and Wellness Program... 453 Physical-Fitness Considerations... 454 Task Analysis... 454 Exercise Plans and Equipment... 455 Plan Effectiveness... 457 Wellness Considerations... 458 Nutrition... 458 Back Care... 458 Heart and Lung Diseases... 458 Stress Recognition and Control... 459 Critical Incident Stress Management... 461 Employee Assistance Program... 462 Summary... 463 Appendices A Job Performance Requirements from NFPA 1021, Fire Officer III and IV... 467 B Words in Communication... 473 C Monroe s Motivated Sequence Outline Format... 477 D Outline Comparison for Informative and Persuasive Speeches... 479 E Sample Business Letter... 483 F Sample Policy and Procedures... 485 G Sample Request for Proposal... 487 H Sample Organizational Chart... 489 I Sample Team Profile Form... 491 J Sample Code of Ethics as Policy... 493 K Sample Workplace Diversity Initiative Program... 497 L Customer Satisfaction Survey Form... 507 M SCBA Survey Form... 509 N Equipment Evaluation Form... 513 O Risk-Management Formulas... 515 P Model Building and Fire Codes... 517 Q State Adoption of Model Building and Fire Codes... 519 Glossary... 523 Suggested Readings... 529 Index... 533 x