More Thoughts on Organizations: Communications

Nov. 24, 2014
The more correctly that the information passes, the better will be the effect of that communication's effort.

If an organization expects to be successful, it is important for all members of that group to be able to communicate.  I am not just talking about moving lips and making sounds. I am talking about the transmittal of ideas at every level of the agency. If the ideas do not move, the organization will not be able to operate in an effective and efficient manner.

In order for an organization to reach its mutually acceptable goals, it must accomplish tasks. This is done through the operation of two distinct organizational processes. These are technical and administrative activities that are brought to bear on organizational inputs in order to make them outputs. The two most important processes to any fire department are communications and decision-making. 

The basic purpose of communications is to place the thought that you have in your mind into the mind of another person with minimal distortion of intent.  Most problems that we have recognized in our years as an officer have come from problems with the communications process. But just what is the concept of communications?

Basically speaking, communications involves the transfer of information from one person to another. The more correctly that the information passes, the better will be the effect of that communication's effort.

It is through the mechanism of feedback that adjustments are made in your communications with another person. It is critical for the emergency service officer to remember that communications is a multi-directional process. It can proceed:

  1. Upward - from the individual member to the upper levels of the organization
  2. Downward - from the center of power to the individual
  3. Horizontal - from member to member or division to division

Some commonly encountered communications problems are:

  1. Noise
  2. Time Constraints
  3. Filtering out what you don't want the boss to hear
  4. Semantics (meanings)

Noise can be external to the conversation, or it can be created within the head of the receiver who simply drowns out what the communicator is saying.  Or it can be as simple as the ringing in a person’s ears caused by a hearing defect. 

This has become an increasingly serious problem in the fire service, because of our exposure to the loud warning devices we use.  You need to understand that your voice must be heard and recognized if your ideas are to be received and understood.

On many occasions, there is simply too little time to get your message across.  During the fast-paced situations we face during emergencies, it might be that you do not have the proper amount of time to deliver a particular message.  It might also be that the person to whom you wish to speak does not have the time available to receive your message.

When communicating, it is important that you not rush your words.  They must arrive at the ear of your message receiver in such a way that they can comprehend and understand the thought that you are attempting to convey.

Many times subordinates filter out the bad news to keep their supervisors happy.  This is not a good thing.  I can remember being surprised by my boss on more than one occasion, because the guys failed to give me a fact or two.  This is not usually Semantics deals with word meanings.  A communicator should be sure to use language that is familiar to the person receiving the message.  Did you ever talk to a non-fire service person about stretching a hoseline?  Wasn’t their comeback something along the lines of, “… why did you stretch the hose?  Could you get one that was already the right length.”   Tailor your message to the receiver.

You should also be careful in the arena of frame of reference problems. These problems occur in situations where the sender uses the same language as the receiver but with a different signal in mind. Chiefs have a different frame of reference with firefighters than with other chiefs. Both side be careful here!

There is also a disease that you must be avoid at all costs.  It is the matter of selective listening!  You only hear what you want to hear. This is a bad activity and can cause real problems.

A similar problem comes in the area of value judgements, because we are all different people, from different backgrounds and learning experiences. We all can give different weights of importance to the same thing.

Lastly avoid the problem of excessive communications. We are all easily turned off by an overload in communications. Our minds can only process so much data at one time.  It is critical to remember that listening is the basis for good communications.  All of us must work at becoming better listeners in order to communicate effectively.

The Principles Of Effective Communications 

  • Empathy: Understand the other person's point of view
  • Repitition: Say it enough times to have it understood
  • Trust: Source of information must be reliable
  • Timing: Do not talk when you should listen
  • Simple language 
  • Negate your innate tendencies to obfuscate the import of your intentions. ( K.I.S.S.) Keep it simple stupid!

It is my hope that this little discussion has equipped you with a basic understanding of those things you need to understand if your are to communicate effectively.  Many of the problems we face in the emergency service world come as a result of bad communications.  Work at it.  Your life may depend upon your ability to communicate.

Additional Reading

  • Gibson, Ivancevich, and Donnelly, Organizations, Business Publications, Dallas Texas, 2002

HARRY R. CARTER, Ph.D., CFO, MIFireE, a Firehouse.com Contributing Editor, is a municipal fire protection consultant based in Adelphia, NJ. Dr. Carter retired from the Newark, NJ, Fire Department and is a past chief and active life member of the Adelphia Fire Company. Follow Harry on his "A View From my Front Porch" blog. You can reach Harry by e-mail at [email protected].

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