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...

    e. Share what you can about what has been done and why without violating patient confidentially

G. Attitude

  1. Present a positive and professional attitude

  2. Work as a team and support each other

  3. Do not become complacent

  4. Be safety conscious



A. Station visitors

  1. Be courteous

  2. Welcome them with pride

  3. Show you care and want to help

  4. If you agree to do something, do it, and don't make commitments that you have no intention of


  5. If you are unable to assist, seek someone who can

  6. Avoid any prejudicial treatment of anyone or group

B. Service calls

  1. Present a positive image rather than lack of concern or interest

  2. Calls offer a great opportunity to work with the customer in a non-emergency environment

  3. Good for public relations

C. Fire safety inspections

  1. Good opportunity to promote fire safety and serve the public

  2. Should be positive and helpful for the customer

  3. Do not be critical of living conditions or housekeeping practices

D. Pre-incident planning

  1. Opportunity to meet the customer in a nonemergency environment

  2. Beneficial to the department and the customer

  3. Establish a relationship with the customer

E. Off-duty activities

  1. Be careful, you never know who is watching

    a. Clothing or insignias

    b. Markings on vehicles

    c. Affiliation known in smaller communities or local neighborhoods

  2. Should not be doing anything that you would not do in front of a customer

  3. If you are off duty, do not wear anything is representative of your organization and may embarrass

      you or the organization

  4. Separate being on-duty and off-duty, especially when consuming alcoholic beverages

  5. Remember, you are a reflection of your organization

F. Public fire safety education

  1. Good opportunity to interact with public

  2. Should be positive and helpful for the customer

  3. Do not be critical of the lack of attention or participation

  4. Work at the level of the audience but avoid putting them down

G. Telephone courtesy

  1. Answer the phone in a professional and courteous manner

    a. Identify yourself

    b. Identify your organization

    c. Listen to the caller

  2. Take messages and make sure they are delivered

  3. Deal with urgent messages immediately

  4. Provide only information for public release

    a. No home telephone numbers

    b. No home addresses

    c. No pager numbers

    d. No information about an incident or personnel

  5. Contact appropriate officials for media inquiries

H. Returning from alarms

  1. Be professional in appearance and actions

  2. Avoid discussion of incidents outside the department

  3. Be careful with remarks related to an incident

I. Training

  1. Be professional in your conduct at training

  2. Show that you take it seriously - avoid horseplay

  3. Avoid damage to personal or real property

  4. Seek permission when using property of others

  5. Take advantage of the opportunity to educate others on what is taking place

J. Stand bys

  1. Dress to reflect your organization

  2. Display proper conduct

  3. Take advantage of the opportunity to interact with the public

K. Fiscal responsibility

  1. Making financial decisions wisely

  2. Think of the people that support you and how they might perceive your actions when making

      financial decisions

  3. Use the bid process to get the best value for the department and the taxpayers/donors

  4. Try not to be excessive in your spending - it may cause people to stop supporting you

L. Corporate responsibility

  1. Treat members fairly so that they do not criticize you in front of others

  2. Keep good records of business transactions to show accountability and responsibility

  3. Show good judgment in making decisions

  4. Try to be a good citizen and responsible part of the community

  5. Be open and up front in your corporate affairs

  6. Use good management practices in the operation of your department

  7. Don't be afraid to be accountable and responsible for your actions