Print

Training >> Browse Articles >> Career Advancement

+10

7 Things Firefighters Should Never Say

7 Things Firefighters Should Never Say

By Dr. George J. Thompson

6. “CALM DOWN!”

Consider this verbal blunder. You approach some angry folks and you most naturally say, “Hey, calm down!” This command never works, so why do we always use it? Because it flows naturally from our lips!

What’s wrong with it? One, the phrase is a criticism of their behavior and suggests that they have no legitimate right to be upset. This means that rather than reassuring them that things will improve, which should be your goal, you have created a new problem. Not only were they upset to begin with, but now they need to defend their reaction to you. Double the trouble!

What’s more appropriate, is to put on a calming face and demeanor, look the person in the eye and say gently, “It’s going to be all right. Talk to me. What’s the matter?” The phrase "What’s the matter?’ softens the person up to talk and calm down; where ‘Calm down’ hardens the resistance. The choice is yours.

See #5 »


Recent Activity

Photo_user_blank_big
Bobby89 received the quiz result of "High Risk Responder", about 4 hours ago.
Photo_user_blank_big
Bobby89 received the quiz result of "51-75% correct", about 4 hours ago.
Photo_user_blank_big
jesgolding received the quiz result of "High Risk Responder", about 24 hours ago.
Photo_user_blank_big
AlexC14 received the quiz result of "51-75% correct", about 24 hours ago.
Photo_user_blank_big
roll12x gave a thumbs up to The Quiz "What is your Firefighter IQ?", 1 day ago.