5 Things Smart Managers Never Say

Leaders of EMS organizations are involved in conversations all day. And the higher you go in an organization, the more people listen to every word you say.

They’ll analyze it, scrutinize it and finally interpret what they think is the “true” meaning of what you said. Some don’t forget. I’ve had people repeat to me exact statements I made to them 10 years earlier. This got me to thinking of the five things smart EMS managers should never say.

You Should Never Say...

1. “We have always done it that way.”

This is a common saying in the fire service, and it seems EMS has latched onto it also. Employees who bring up an issue and want to change things for the better do not want to hear you say you’re not willing to look at improving a process.

2. “I don’t agree with my boss/board of directors on this, but we need to do it.”

You should never talk about your superior in a disparaging way. How would you feel if your subordinates said this after you told them to do something? While what you’re being told to do by your boss or board may be unpopular, and you may want to deflect the criticism off of you, throwing your boss or board of directors under the bus is completely unprofessional. You should always present a united front with your boss(es). Once a decision has been reached by your superiors, it is your job as an EMS manager to support it and ensure your subordinates do the same.

3.  “Because I said so!”

When I was little I would ask my parents to do something, and every so often, when I was told no, I would ask why. Sometimes one of my parents would answer, “Because I said so!”  I would always be confused, but I knew they meant business by the way they said it.

if you say this to one of your employees after you tell them to do something and they ask a question, you will garner very little respect from the employee. In my mind, they are trying to understand your reasoning and rationale for your decision. Obviously I’m not advocating you take time to explain your decisions to employees after you give them orders on emergency scenes, but there is certainly time to discuss decision-making in an office environment when an employee is trying to understand your thought processes better.

4. “That’s a dumb idea.”

This statement is especially damaging to make if you say it in front of a bunch of EMTs and paramedics after someone has made a suggestion. Sure, not every idea is going to be of the same value, but a good EMS manager knows that when someone makes a recommendation or suggestion, they should not fear being shot down in flames and insulted.
If you do this often enough, no one will ever make suggestions or share problems with you. Improvements in any EMS organization come about when smart people are encouraged to brainstorm in an environment where they will not be humiliated.

5. “I am too busy.”

Your EMTs and paramedics want to feel they matter and their issues are important to you. Blowing someone off can make them feel they have no value. You may be busy, and you can tell them so, but let them know that you will get back to them at the first opportunity.

Communication is Key to Success

What you say and how you say it to your employees determines your success as an EMS manager.

Over my career I have worked for some chiefs who had no communication skills and were despised by their subordinates. Employees did nothing beyond what they were expected or asked to do. Morale under these chiefs was terrible, and sick-leave usage was rampant.

Always be careful of what you say and how you say it, as your words can have a significant impact on your agency.

Gary Ludwig, MS, EMT-P, is chief of the Champaign (IL) Fire Department. He is a well-known author and lecturer who has managed award-winning metropolitan fire-based EMS systems in St. Louis and Memphis. He has a total of 37 years of fire and EMS experience and has been a paramedic for over 35 years. Contact him at garyludwig.com.