Building Trust in the Fire Service

How to Build Trust in the Fire Service Through Compassion

From FireChief

By Dave Horsager
Who do people trust more firefighters or mortgage brokers? Why are some professions trusted more than others? One of the biggest reasons for trust is the perception that someone is concerned beyond themselves. Firefighters care for others by nature of their job. Even though this attitude is expected, do not underestimate the impact of compassion. The ability to show care and empathy is a heavy component of trust. As fire chiefs, you have the unique opportunity to assist people who are in a time of great emotional distress and need as well as support the firefighters who serve them. With this responsibility comes the need for compassion to both the victims and your crew. To build trust everyone needs to know that you as the leader care. This advantage is called The Trust Edge.
There are four key ways to show we care. I call them the LAWS of Compassion. These four actions show care and compassion in the workplace and out in the field: Listen, Appreciate, Wake up, and Serve others.
Listen: I understand budgets are tight and cities are cutting funds which leads to rising tensions. As fire chiefs, you need to show you care for your department by listening to their needs. The benefits of listening include greater trust, better understanding, and increased respect at work.
Appreciate: An overlooked need in every person is the need for appreciation. Everyone longs to be recognized for his or her hard work and valuable contributions. You serve people in extreme situations, but do not forget that your firefighters are in the thick of the trauma too. The key to appreciation is sincerity. Personally thank your crew and publicly recognize a job well done. Consider giving hand written notes as a sign of appreciation.
Wake up: Many people are asleep to opportunities and conversations every day. It is so easy to be focused on the future that we forget to be present with people today. It starts early. Kids can’t wait until they are 16 years old and can drive. Then they can’t wait until they are 21. Parents look forward to their kids growing up. Employees look forward to vacation and to retirement. Soon life is gone, and they were never really present with the people or opportunities that were in front of them each moment. Be engaged in the people and situations around you.
Serve others selflessly: To build camaraderie within the crew, you as the fire chief need to serve sacrificially. You set the standard for all others to follow. As the leader, making it a priority to put others before you leads to increased trust amongst crew members and better care for victims.
No matter your position, challenge yourself to start thinking like the firefighters you serve and the victims you aid. Think of their needs and their challenges. Care about THEM. Make them feel valued. Not only is it fun and self-gratifying, but it will also help you gain The Trust Edge.
David Horsager is a St. Paul-based business strategist, professor, keynote speaker and author of the upcoming book The Trust Edge: How Top Leaders Gain Faster Results, Deeper Relationships, and a Stronger Bottom Line.