Leadership Tips: Coffee Time

     When you drink a cup of coffee with somebody, you typically converse with them--it comes naturally. And when you deliberately schedule that time with them, both of you know in advance that you're going to have at least 15 minutes together. Nobody says so, but it's understood: If you're going to have coffee, you're going to talk. Meeting on neutral territory makes that even better, because it communicates that you're meeting as equals.

     Doing that often keeps you accessible to your people. And paying the bill is pure Maslow. (Maybe that's not so equal, but people never seem to complain about it.)

     There are rules for using coffee as a tool. For one thing, you need to honestly like, respect and care about crews. Why? Because EMSers are people-readers. If you don't really enjoy being with them, they get it. If you honestly do, they get it. In fact, maybe the most important qualification for an EMS boss is that they need to love EMSers.

     Another rule is, you need to listen at least as much as you talk (and not just while you're waiting for your turn to talk). Really listen, actively--in fact, when they tell you something they obviously expect you to act on, take notes. That's the ultimate form of active listening. (Then, faithfully follow up with them later.) Also, keep your calendar with you --partly so you can answer questions, and partly so you can agree to meet people who want to spend a little more time with you or meet you privately.

     Mostly, let them know that you value your time with them. If they're smart enough to be good EMTs and paramedics, they're smart enough to understand you can't sit there all day. So, make up for that with lots of visits, preferably impromptu ones. Arrange them off the cuff, by monitoring your system's radio traffic and meeting them wherever they are.

     Another thing: Carry a few $5 Starbucks cards with you, and hand them out to crews when you can't join them--just because. That doesn't cost much, but it's just a little bit special, and it tells them you appreciate them all the time. One warning, though: If you have lots of crews, maybe you should develop a taste for decaf. That, and start ordering those smaller sizes.

Thom Dick has been involved in EMS for 35 years, 23 of them as a full-time EMT and paramedic in San Diego County. He is currently the quality care coordinator for Platte Valley Ambulance Service, a community-owned, hospital-based 9-1-1 provider in Brighton, CO. Contact him at boxcar414@aol.com.