A process by which information is exchanged between individuals through a
common system of symbols, signs, or behavior. It can be categorized into four
types including verbal, non-verbal, visual and written. The answer?
Communication. Firefighters are surrounded by all forms of communication and
quality exchange of information can drastically change an outcome of a call. Just
the same, miscommunication can have grave affects on the outcome of emergency
situations. When picking up take-out food that was previously called in, it has
become standard to check the order before leaving the restaurant as
miscommunication during ordering is not uncommon. While this example is perhaps
insignificant in the grand scheme, the same simple miscommunication of even one
word between emergency personnel can be detrimental, causing events to spiral.
For example, what could be the difference between hearing pop the door when the message was stop at the door. It should not be a goal to ensure quality
communication on the fire-ground but should be viewed as a lifesaving necessity.
A fire scene consists as multiple people, of multiple ranks, and multiple
tasks being done simultaneously requiring coordinated efforts and effective
communication. To ensure effective communication, consistent training is
imperative. One break in the chain, which could be one change in the personnel
(possibly a new hire) can alter the communication link. Simple differences in
people such as gender, age, and education can alter communication skills – both
giving and receiving.
To maximize communication, the sender of information should consider the
three C’s – clear, concise, and complete. Using these tactics can simplify
personal biases and barriers as mentioned above. Clear communication is
establishing words, signals, and gestures that are understood by the person
giving the information as well as the person receiving the information. Concise is the amount of words, signals, and gestures in order to
relay information. Complete communication emphasizes the message is understood
ensuring everyone is on the same page. Parroting the message is essential for
confirming the communication is complete; in other words, repeat the message.
The truth is, we all acknowledge communication is imperative and while
communication suggestions can be researched, the barriers of personal biases
and regional differences will alter suggestions of those communication tactics.
The best way to perfect communication within your department is training. The
best way to train to improve communication is by playing games of course! Most training officers focus on the meat and
potatoes of training – ladders, ropes, and hoses but communication training
should be considered just as important. There are many communication game ideas’
out there but here are a few that have been proven to be helpful as well as fun,
and they are at little to no cost.
Communication origami
Hand out a blank piece of paper and have everyone sit in the same room
where they cannot see others paper. Give a series of instructions, without
allowing any questions to be asked, including but not limited to fold your
piece of paper in half, turn it upside down, fold one corner to the opposite
corner, etc. After several folds, you will find the papers may look
differently. Pass out a second sheet of paper and this time, give very specific
instructions, such as fold the paper in half long ways from left to right and
allow questions from the participants. The goal is to have all the papers look
the same.
Lego Language
This game can be developed from simple and complex. Start by crafting a Lego
model and do not allow anyone to see the finished design. Separate into teams
of two or three and provide each team with necessary Lego’s to complete the
model. The person that constructed the model will them give the teams
instructions to build the model by radio, not sharing what the final product
should look like. The person giving instructions will realize their
instructions, thought of as clean and obvious, can be taken in more ways than
one.
Lego Language 2
This time separate into three groups in which one group will be the
command center, the second group is logistics and operations are the third
group. In preparation for the drill, create a structure using the Legos which
will be given to the command group. Provide the logistics group with the same
Legos that were used to build the model but in single form. (Option: give
additional Lego’s to the logistics group that isn’t used to build the model). Separate
into different rooms and only communicate by radios. The command center and
logistics cannot communicate with each other. The operations team communicates
with command to receive instructions and communicates with logistics to place
orders. (Option: only allow 5 pieces to be ordered at once and/or limit the
amount of orders). You will find the shapes, sizes and colors of the Lego
pieces will cause confusion.
Separate into teams of three or four and identify
one team member as the command center, the rest as the entry team. Set up this
drill by using duct tape to create 4 symbols on the floor of a room or bay in
the firehouse, not allowing anyone to see the design prior. The symbols are a
triangle, square, circle and X. Make the symbols at least two feet by two feet
and all similar in size. Give the command center a piece of paper and pen and
separate them into another room only having contact to the entry team by radio.
Allow the entry team into the space where the
symbols have been taped on the floor. Inform the team they are in a building
fire with thick smoke and cannot see anything other than the floor where the
symbols are. They cannot orient to windows and doors or use cardinal
directions. The entry team must describe what they see, and the command center
is to draw symbols being described on the paper.
Shape
Communication 2
After completing the task above, add location
points onto the command centers drawing, one on each symbol by placing a dot on
a corner of each. Give the entry team four traffic cones. Request the command
center instruct the entry team to place the cones on the location points.
Allow your team
to discover what communication style, method and language works for them. You
will begin to better understand what does not work, such as using clock
positions, left/right or directions such as north/south followed by developing
a method that does work.
These games may seem simple but they will emphasize the importance
of effective communication. When a situation ends badly, it almost always
includes lack of communication. In firefighting, this can be devastating – if
not deadly.