Cards: Thanking People`s Families

     What do you do when you really need to tell valuable employees how much you appreciate them, you've already thanked them a thousand times, there's no extra money in your budget, and they do something that's really special (again)?

     Answer: I have this boss named Carl Craigle, who's more than just the latest in a long list of great people I've known in my career. He's a giant of a man, but he's probably the gentlest, most considerate and just plain nicest paramedic I have ever known. I think those traits prompt some people to underestimate him. (Big mistake.)

     When Carl does periodic performance assessments of his subordinates, he sends cards and notes to their homes-addressed to their spouses and written to their families-thanking them for sharing their loved ones and letting them know just how much he appreciates their talent and hard work. He does the same thing on holidays, birthdays and, every once in a while, just for the heck of it.

     Carl doesn't have a secretary, and he has a lot less spare time than he deserves. The man works hellacious hours. Our service is small, so he's constantly staying overnight to cover paramedic shifts at the expense of his time with a beautiful family waiting for him at home. But those cards and letters have become essential to his leadership routine, and people love him for it.

     I've never seen anybody else try it. I think you should; it's brilliant. God knows, people don't spend their lives in EMS for money. Good thing, because there's probably not enough money in the world to pay them for some of the things they do, anyway. On the other hand, people who become the best EMSers are a tad sensitive and need to feel appreciated once in a while.

     We've known for a long time that criticizing in private/praising in public is a powerful strategy for modifying or reinforcing behaviors of all people, not just EMSers. But in real life, there just isn't a more important audience for praise than the people who love someone and share in their sacrifices of time and financial rewards.

Thom Dick is currently the quality care coordinator for Platte Valley Ambulance Service, a community-owned, hospital-based 9-1-1 provider in Brighton, CO.