Communication: Getting it Right

If we receive accurate information, we can usually handle whatever problems an incident may present. Gathering accurate data requires that we ask the right questions. A fire officer that rushes into an incident without taking the time to gather readily available information is placed at a disadvantage.

The English language contains many variables...things can be interpreted in more than one way. Without clarification, misinterpretation can occur.

Here are some basic, but essential, issues that firefighters must consider when communicating.

Face-to-face Communication
Face-to-face communication allows the added benefit of body language. Facial expression and gestures can help convey communication and clarify understanding. A frown or quizzical look can indicate confusion. If body language expresses hesitation, it may be wise to ask whether the firefighter you're talking to foresees a problem, or perhaps has a better way of accomplishing the task.
Of course, not all communication can be carried out face-to-face, and when it does, it still should take only seconds.
Radio guidelines
Good radio procedures will include the following:
  1. The receiver should acknowledge the message by repeating it briefly.
  2. Report back when the assignment has been completed.
  3. If unable to complete an assignment, immediately report the reason (insufficient personnel, safety conditions, etc.)
  4. Give progress reports.
  5. Immediately report any safety factors (serious structural crack in a wall, build-up of water on an upper floor, etc.)
Call Signs
Many departments still use assigned unit numbers even after being given an assignment at an incident. For example, a team from Engine #351 may be assigned to vent the roof, and any radio traffic would be directed to Engine #351. This is not the best way to use call signs.
A better method is to use the assigned area or function as the incident call sign. For example, the team from Engine #351 would now be called "Vent Group". The call sign itself identifies what the assignment was, and where they might be operating. This lets everyone with a radio know what functions have been implemented and what the conditions are for that group. An area of the incident could be called "Division 2". It does not matter who the units are, but the important fact is that everyone monitoring the radio knows what is happening and where it is happening.
Reporting Problems and Solutions
An invaluable part of communication occurs when problems are reported and potential solutions are described. An example would be "Command from Charlie sector. We have fire extending to the exposure on the Charlie side. I have Engine 30 stretching a hoseline into the exposed building. I will need another engine and truck company to assist them."
This message tells command what the problem is and what resources are needed to solve it. If you are reporting a problem, you are seeing it first-hand. You must evaluate the situation and decide what actions would best handle it. You should include your observations and recommendations in your report.
Emergency Transmissions
Large incident scenes demand a high degree of radio traffic. A method must be in place to clear a radio band if an important message needs to be given. This may be necessary if a company or firefighter is in jeopardy or a serious emergency develops.
One method that can be used is requesting "Emergency Traffic" or stating "Mayday." These messages alert everyone to clear the frequency to allow transmission of an important message.
Another way of getting a important message recognized can be with the word "Priority." This could be used to indicate a message that if important but not an emergency.
Radio Usage
The use of "Ten Codes" was initiated to prevent unauthorized people from understanding certain messages. It also was a method of giving succinct messages with minimal wording. The concern of unauthorized listeners is no longer valid: anyone who is interested can find a copy of the Ten Codes. There is still some value in the use of Ten Codes for brevity. The problem is that Ten Codes can cause confusion, especially when more than one agency is involved in the communication.
A better method is to use Clear Text. Messages should be concise. Effective communication lets other agencies understand our specific needs.
Personnel Accountability Reports
One way of keeping track of all firefighters at an incident is through the use of Personnel Accountability Reports (PAR). Contact each division, group, or sector and make sure that they have the firefighters or units that the incident commander thinks they have. This can be done by asking each group supervisor to "conduct a PAR and report back to command." The reply should contain each unit working under that supervisor.
For example, "Command from Division 1. Division 1 has conducted a PAR. Engine 1 and 2 and Truck 2 are assigned and all members are accounted for."
Radio Protocol
In the past, most departments stated their own call letters and then the call letters of the person being called. ("Engine 1 to Command" or "Command to Dispatch"). One difficulty that often occurred was that the unit receiving the call heard its own call letters, but many times did not hear who was calling, resulting in additional radio traffic.
A more effective method places the unit being called first and then the unit sending the message ("Command from Engine 1" or "Dispatch from Command"). The unit being called is alerted and listens for who is attempting to make contact. This method reduces unnecessary radio transmissions.
Cell Phones
Communication can be enhanced through the use of cellular telephones. They allow access to dispatch on a relatively unmonitored line. They can contact outside agencies, or even as a command channel on major incidents. It gives the commander an avenue to talk to sector commanders without interfering with radio transmissions.
Summary
Communication is a critical component of every operation. Since our decisions are based on the information that we receive, we must attempt to quickly obtain accurate data. This includes feedback on the progress being made by sector commanders. Can they complete their assignments? Has the situation changed? Do they need more resources?
When communication is planned for and carried out properly, the overall incident will benefit.

Condensed from an article by James P. Smith, printed by Firehouse Magazine, August 2004