What is PFD's biggest political hurdle
Phoenix, AZ - Well, Phoenix is a fast growing city, so it's growth and obviously...
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How do you feel about drug testing
Phoenix, AZ - I support drug testing and I say that because...
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How do you control code 3 driving
Phoenix, AZ - Write a set of code three driving regulations train everybody in it...
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How closely should we back up police
Phoenix, AZ - Good question. I think it has to do with safety...
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Why are old FFs stuck in the 70s
Phoenix, AZ - Well, I think that there's always going to be kind of a generation gap...
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How do we get new generation to conform
Phoenix, AZ - Use the older people as let me call them parents, role models, people who direct the kids...
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How do we get IC to stay in the command post?
Phoenix, AZ - Let people practice it. Have bosses who support it...
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How come old firefighters are stuck in the 70s
Phoenix, AZ - Well, I think that there's always going to be kind of a generation gap.
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How do we get the new generation to conform
Phoenix, AZ - Use the older people as let me call them parents, role models, people who direct the kids...
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How do you get people to stay in the command post
Phoenix, AZ - Let people practice it. Have bosses who support it...
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Who Is Most Important to a Fire Department
Phoenix, AZ - You know, honestly, I thinks it starts with the company officer...
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How to Handle Change from Volunteer to Paid
Phoenix, AZ - Well any change like that in a fire department is traumatic and I guess you've got to manage it...
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What Are Pros and Cons for Code Yellow Response
Phoenix, AZ - I think what they are talking about is code two responses when they say code yellow...
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How do you get FFs to wear masks at car fires?
Phoenix, AZ - Provide them a smart, tough, awake boss, who helps them with basics. In other words...
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Why are you nice to guys who crash trucks?
Phoenix, AZ - Because one of the things in our mission statement is to be nice...
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How can you be nice to messed-up people?
Phoenix, AZ - Well, that's who we're nice to, messed-up people. If they're not messed up, they don't call us...
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How do you always do the right thing
Phoenix - Surround yourself with people who are really smart, nice, capable energetic people and then let them help you...
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How do you make guys work out
Phoenix - I think probably the best way for bosses to make guys workout, as you put it, is first of all to workout themselves so then you become kind of the model because...
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When do you go too far with Customer Service
Phoenix - I don't know. I hear that question and I think the answer to it is that we empower firefighters who draw the line...
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Who manages air management
Phoenix, AZ - We manage air management on three levels...
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What is the key to becoming a Phx firefighter?
Phoenix - The most successful condidates are people who learn about the job, who fit into what they learn...
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How do you inspire others to learn IMS?
Phoenix - I think mostly by going to incidents...
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Which is more important response time or staffing
Phoenix - If you look at the deployment standard both the response time and the staffing are treated equally. They obviously go together...
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What's the biggest problem in the fire service
Phoenix - The two critical things that I see is the welfare of firefighters in the sense that...
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What customer service challenges do we face
Phoenix - Somehow developing the organizational capability to determine what the customer needs...
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What's this about a blue card program
Phoenix - The Blue Card idea acknowledges the need that locals have for an incident management system that operates up front...
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How do you deal with the mood stuff
Phoenix - You're not always in a peachy-keen mood all the time. How do you deal with the mood stuff in the people you work with?
The human condition is that you're not always in the same mood...
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How do you deal with members that are overweight?
Phoeniix, Arizona - I think the issue is can the person pass the agility test, or the minimum company standards, or whatever it is. I think beyond that, being overweight is not a perception problem, it's a health problem.
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What is the importance of city management?
Phoenix - They're our bosses. We report to them...
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How do you implement a new philosophy?
Phoenix - Train the participants in it. In other words...
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How do you get funding for your programs?
Phoenix - All of funding comes from Mrs. Smith...
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How do you get mgmt/members to buy into change?
Phoenix - I don't think that you do...
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What area does the management need to work on?
Phoenix - Train managers to be better managers...
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What customer service training do you offer?
Phoenix - What training does your department offer to outside departments in the area of Customer Service? People visit our department...
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How to get the troops to follow the IC SOP
Phoenix - How can we get the troops to follow the IC SOP. We have an SOP but nobody uses it because it has too many steps and procedures. Well, I think...
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How long for new attitudes to be accepted?
Phoenix - After implementing a customer service program, how long can we expect to gain trust and have the new attitudes accepted? It obviously depends on how much people trusted or distrusted themselves...
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When recruits are pushed through the academy
Phoenix - Don't you think it puts firefighters' lives at risk when a department pushes recruits through the academy when they clearly can't hack it? Yes, I agree...
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What is your favorite customer service story
- The current one that I'm talking about is Ambulance 17 who took an old lady to the hospital...
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Who influenced your career the most
- Probably early bosses...
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What is the difference in your Command book?
- 315 pages and 15 years...
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Where do you see the fire service in 20 years?
- I think that's going to be very dependent inside each individual fire department...
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How can I be hired as a firefighter?
- You need to understand the testing process...
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How can firefighters deal with micromanagers?
- I guess the answer to that is how do you deal with your boss...
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How do we mix the tactical and emotional needs?
Bruno - We've got the tactical down because we have practiced it for the past 250 years.
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How do bosses behave in change to a CS approach
Bruno - Be determined; be patient; be nice...
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How do we change to a more CS approach?
Bruno - Put the customer in the center of the organization...
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What do you do as a boss to improve performance?
Bruno - I would keep going back to that management model.
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How do you play your position?
Bruno - Figure out what that position is, and what are the moves and formations of that position...
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How do I learn to be an effective company boss?
Bruno - Study the system and try to understand it.
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How do you manage trust in an organization?
Bruno - Mean what you say and say what you mean...a simple recipe for trust.
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How do you act when something goes wrong?
Bruno - It's all about establishing a "Mistake Management" routine.
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