How is Your Public Image?

PREPARATION:Motivation:Objective (SPO): 1-1The student will demonstrate a better understanding of the importance of maintaining a good public image, actions that can impact on that image, and the benefits that can be derived from a good image.Overview:How...


PREPARATION:

Motivation:

Objective (SPO): 1-1

The student will demonstrate a better understanding of the importance of maintaining a good public image, actions that can impact on that image, and the benefits that can be derived from a good image.

Overview:

How is your public image?

· Emergency Operations

· Non-Emergency Activities

· Benefits

How is Your Public Image?

SPO 1-1 The student will demonstrate a better understanding of the importance of maintaining a good

               public image, actions that can impact on that image, and the benefits that can be derived from

               a good image.

EO 1-1 Identify those emergency situations where a good public image may not be maintained.

EO 1-2 Identify those non-emergency situations where a good public image may not be maintained.

EO 1-3 Identity the benefits to the individual and the department from a good public image.

 

I. EMERGENCY OPERATIONS (1-1)

A. Personal Appearance

  1. Properly attired for the emergency

    a. Wearing personal protective clothing appropriate for the emergency

    b. Using universal precautions for medical emergencies

    c. Wearing clothing that identifies wearer as part of the organization

  2. Presentable attire

    a. Clean and neat

    b. Proper fit

    c. Worn properly

    d. Worn as a complete set

    e. Not wearing offensive clothing

    f. Not wearing clothing that is in need of repair

B. Equipment Maintenance and Operational Readiness

  1. Equipment and apparatus cleanliness

    a. Shows pride and care

    b. Shows proper maintenance

    c. Reflection on department

    d. Shows preservation of taxpayer or donor investment

  2. Readiness

    a. Equipment starts when needed

    b. Batteries charged and ready for use

    c. Supplies restocked after previous alarm

    d. Equipment stored for easy access

    e. Equipment and supplies neatly stored

C. Professional delivery of service

  1. Conduct on scene

    a. Tone of voice

    b. Calm and clear speech and actions

    c. Knowledge in operation and use of equipment

  2. Service delivery

    a. Thoroughness of service delivery

    b. Concern for customer - citizen

    c. Actions organized and planned

    d. Concern for safety of everyone

    e. Take the opportunity to explain what is being done and why

D. Remarks or actions

  1. Incomplete communications or unwillingness to communicate with customer

  2. Inappropriate remarks with team members

  3. Use of inappropriate or offensive language

  4. Loud or excited tone of voice

  5. Less than calm manner or actions

  6. Thinking before speaking and making inappropriate or inaccurate statements

  7. Listening before speaking and not being responsive to what has been said

E. Manner of dealing with helpers and bystanders

  1. Don't criticize what has already been done

  2. Utilize on-scene helpers when and where possible - they want to help so be careful turning them

      away

  3. Show appreciation for assistance provided

  4. Bystanders and helpers may be more qualified than service providers

  5. You never know who is watching or helping

F. Bedside manner

  1. Patient

    a. Treat them as you would like to be treated

    b. Provide factual information if you can but be careful when discussing patient condition or

        diagnosing conditions

    c. Keep opinions to yourself

    d. Deal with the emergency and not what happened or who is at fault

    e. Be honest and sincere with the customer

    f. If you do not know, say so

    g. Do not operate outside your level of training

    h. Do not cause undue concern with customers

    i. Communicate in lay persons terms

    j. Share what is being done and why

    k. Reassure patient

  2. Treatment of relatives and friends

    a. Provide factual information

    b. Keep opinions to yourself

    c. Be honest and sincere with the customer

    d. If you do not know, say so

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