Shake Some Hands, Kiss Some Babies

   One of the 12 skills stations in the paramedic National Registry practical examination is the Oral Boards. This station consists of five very distinct elements. While the first three are very straightforward--i.e., assess and manage the scene, perform patient assessment and provide patient care-- the fourth section on interpersonal relations is unique and, at first glance, might appear to be unrelated to the first three. Nothing could be further from the truth. Interpersonal relations are an integral part of any emergency operation, and how well they are or are not managed can have a direct and significant impact on how well the call runs, as well as on patient outcome.

   When my students are first exposed to the Oral Boards station, they ask me how to address this matter of "interpersonal relations." My reply, taken from a friend who was an honest and forthright politician (oxymoron?): "You need to shake some hands and kiss some babies." That was Doug's way of describing the importance he placed on staying in touch with his constituents and building relationships. This month in BTB, let's look at some of the issues involved with the interpersonal relations piece of the EMS puzzle.

Recognize the Good Work of Others, and Say "Thanks"

   I've heard varying ratios, but the most common storyline is, "Happy people tell one person. Unhappy people tell 15." Whether it's simple dissatisfaction, mild displeasure or unmitigated anger, it's easy to focus on the negative. It's really no different in EMS, although it does not have to be this way. Rather than constantly looking for something to complain and whine about, take time to recognize the good work of others.

   Think of those first responders who arrived on scene 10 minutes before you and your crew. They have identified the patient's chief complaint, gotten baseline vitals and a sample history, and started to calm the family. The feisty family pooch that was inches away from taking a chunk out of somebody's behind has been secured in the guest bathroom. All are positive, good things that were accomplished prior to your arrival. Whether it's a rescue crew off a pumper who stabilized the car your patient is in or a police officer who has secured the scene and is rerouting traffic, make a conscientious effort to recognize their good work. Then, take the next step and thank them for their efforts. While these two elements are clearly interrelated, they are separate. "I recognize that you have done something well on this emergency scene" vs. "I want you to know that I appreciate your efforts."

Improving Working Relationships

   Investing time and energy in furthering a more positive working relationship will always yield rewards. One of the most important benefits of nurturing these relationships is improved communications. The more you work with and get to know your colleagues, the more open is the dialogue between both parties. Information-sharing between professionals is essential as we strive to provide quality care in the challenging world of prehospital medicine. Improved communications save time, if nothing else, but certainly save redundancy as well. Having two or three people ask the same questions over and over always serves to frustrate patients and makes them wonder if we really have our act together. Why re-ask when the information was already obtained once?

   The second tangible benefit of nurturing those relationships is increased trust and respect. As the level of trust and respect rises in any relationship, you are far more likely to share more information, and quality information at that.

Conclusion

   In the too-often-hectic environment surrounding an emergency response, it's easy to let social skills slip. Please, thank you and I'm sorry can be magic words, but only if they're used. Always striving to be polite and professional is one of the most important contributions to a smooth-running, efficient call. Adding to that the conscious commitment to focus on the good work of others, coupled with the scant few seconds it takes to recognize those good works and thank someone for them, will change your world and that of your patients for the better. If the scene is one of those real crankers that doesn't afford you the luxury of that brief exchange, keep in mind that the pump crew, the first responders or the trooper are just a cell call away.

   As a reminder to keep this a priority, keep my friend Doug's suggestion in mind as you make the connections and build relationships--shake some hands, kiss some babies. Until next month...

   Mike Smith, BS, MICP, is program chair for the Emergency Medical Services program at Tacoma Community College in Tacoma, WA, and a member of the EMS World editorial advisory board.