Summary / Abstract

Title: The Communicating Manager

Synopsis: The Communicating Manager is not your usual dry, how-to book on management and communication. It is a fun-to-read, engaging story that packs a real wallop. It recognizes the unique characteristics of independent-thinking EMTs and paramedics and the challenge of getting them to talk, listen and move all in the same direction. It also recognizes that each manager has an individual style, personality, situation and setting. Using a powerful story of an ordinary EMS manager that confronts his own struggle to hear and be heard, The Communicating Manager teaches powerful communication skills that are sure to enhance any manager's success. Entertaining and insightful, this book is the perfect way to jump-start or refine your communications skills and become more effective with your people. For additional publishing information, please call (858) 456-8600. communicating manager, listens, medics, management, EMS, practice, dam, Klabber, beaver, mountain, rig, business, listening, feeling, meeting, angry, questions, morning, ambulance, newspaper, conversation, shoulder, learning, sitting rock, staff meeting, language, fishing, blowing, accident, brother,

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    fable teaches ems managers talk medics listen listen medics talk john m becknell best practice book communicating manager editor lauren simon ostrow book design tlc creative services copyright 1999 ems best practices inc best practice books published ems best practices inc p o box 927812 san diego ca 92192 858 456 8600 additional copies communicating manager ems management business materials obtained ems best practices inc address www emsbest com rights reserved book protected copyright reproduced manner means written permission publisher reviewer wishes quote brief passages connection review written inclusion magazine newspaper electronic broadcast printed bound united states america dedication book dedicated boss listened blank page bad day 7 two telling story 17 three learning listen 25 four shooting 39 five blowing dam 49 six fishing 53 seven going home 61 epilogue 67 contents problem i said board asked i trouble managing notoriously strong willed group paramedics emts i street 10 years i knew language i knew whining complaining wasn t pull i wasn t going like policy worshiping career serving managers i worked i going different i d cool i d talk people i d fair i d kind manager i wanted work different dammit i muttered i slammed gear shift truck drive left patch scratch parking lot i glad getting i wanted far away selfish pricks staff possible day started 7 am bakery snarling city councilman bad day 6 chapter 1 bad day violation blare siren woke neighborhood councilman seething indictment rancid bad breath face burned i thought clear wasn t going happen practically yelled turning smile shake hands compliant constituent i thought crews clear i got doughnuts councilman anger i tried best assure i put stop practice headed office loaded bear going get i got office i found debbie stayson waiting outside door i need talk said i fumbled doughnuts keys debbie great medic good book wanted i bet hundred bucks wanted talk coming late sure sooner got office sat started complaining bo packard coming three minutes late said babysitter mad i covering men i needed fire show i charge i tried listen nodding head offering appropriate unhuh i d heard bad day 8 stopped i order let mention i bakery buying money eight dozen doughnuts staff meeting i m standing councilman comes i tell steamed didn t make clear don t ambulance parking idling dunsmore avenue overlook shrill voice half whined halfscreamed instantly capturing attention store i knew talking dunsmore avenue overlook beautiful view lake happened strategic middle coverage point low rigs crews park leave diesel engines idling affluent homes surrounding overlook city council made clear tax paying citizens didn t ambulance parking i specifically depth addressed issue last staff meeting sent memo paramedics telling parking place phone ringing four morning goddamn ambulances sitting idling two hours councilman said accusingly i guilty 7 communicating manager questions i barked offering sort challenge i knew medics hated i wasn t prepared fire i wasn t sure meeting ended note i walked talking supervisors rest day blur administrative stuff i feeling angry helplessness communicating staff i doing i i need break i heading mountains small cabin brother i built fall deer hunting place i get away turning freeway winding mountain road rose cool fragrant pines i feel angry cabin isolated forest end rocky rutted driveway i threw open windows put away groceries i d bought i looked valley setting sun cell phone suddenly rang i jerked belt instinctively poked finger answering button stopped i didn t need today i flipped tossed table sure i d interrupted i pager belt i vowed check pager morning grilling thick steak old rusting hibachi downing couple beers letting bad day 10 appropriate amount managerial listening time i rolled usual response i appreciate talking i said token kindness know things need documented i please fill incident report turn i consider action i wanted say get life late call babysitter ve wait anyway open door policy legitimate complaints get hell office learn deal co workers i didn t i smiled saw door staff meeting disaster small faction medics work weekends decided place air complaints holiday scheduling wanted give detailed account new rigs delayed i justify making work vehicle opinion trashed i tried cover agenda items listening i got matter dunsmore avenue overlook i patience contrary i believe management i relayed encounter bakery flatly told i got complaint councilman rig time fired 9 communicating manager dark outside disturbing dream slammed door sleep night i got made cup coffee watched listened mountain awoke birds started singing slowly gray morning lightened blue i stood edge clearing watched sun rose shamelessly pines sipping coffee i felt like folgers commercial right i knew i leave nightfall i wanted make day breakfast doughnuts left meeting i pulled father old squirrel gun wall called pea shooter 410 shotgun 22 rifle piece rifle barrel sat top shotgun barrel load bullet shell time useful piece small game wasn t hunting season i thought i shoot beavers damming creek cabin i liked carrying gun woods long circular hike mountain far side creek cabin i came marshy flat place beaver dam i couldn t believe eyes creek huge dam entire area flooded i don t begrudge beavers building pond huge pond kill trees bad day 12 billions stars twinkle silent mystery tired brain i went bed thinking i d give management forget ems mountain man like jeremiah johnson wonder people don t check old bunk comforting full memories good rest long day hunting i soon asleep relaxing body doing mind ablaze i dreamed i staff meeting entire room full people yelling i kept trying say get meeting back order re gain position leadership working typical dream frustration time i tried say words confused i forgot i saying suddenly dream city councilman bakery face yelling louder reality i smell puke breath i grabbed throat threw weight tumbled floor rolling top hands throat i started squeeze harder suddenly i realized councilman i choking kindly old white haired woman calm unfrightened eyes looking directly mine i let go immediately awoke wet drenched sweat 11 communicating manager i jumped creek stretched couple fallen logs hunched brush i stepped clearing i found woman sitting fallen log taken hat i see face clearly suddenly i felt get willies woman sitting old woman i choking dream bad day 14 i walked closer examine dam built quite ingeniously fallen trees packed debris easy pull apart i realized brother i spend weekend dynamiting hunting season wasn t single beaver sight i reached pocket popped shotgun shell figured i d little blasting feel better i threw gun shoulder aimed center dam pull trigger voice rang woods asking solve problem i spun see invaded solitude far side creek stood woman wide brimmed hat i stunned first i wasn t seeing people mountains second i little embarrassed caught juvenile act i lowered gun waved woman started make head spinning i climbed past dam i cross creek getting wet feeling invaded i suspected woman sort animal loving environmentalist believed hunting murder beavers constitution confrontation last thing i wanted time away office 13 communicating manager forgive said sons tell i m quick interfere people business go ahead shoot away problem i said feeling genuinely sheepish right wouldn t helped d sit replied gesturing far end log i hadn t mood company polite i acquiesced gently eased rear end fallen log environmentalist woman end tame plain brown skirt canvas jacket muddy red sneakers feet old brown rucksack sat live i asked awkwardly making conversation 15 communicating manager chapter 2 telling story telling story 16 good question i didn t ready answer oddly woman didn t mind silence sat minutes fly buzzed head landed knee jeans i didn t good answer i m sure i blurted hoping woman ask silence sat fly crawled thigh i got management i thought chance good i found saying moment two thought i mean i sit complain like know i thought i make things better i don t know re unsure decision woman asked yeah i don t know i m helping i better back working street i wasn t sure i going tale i grateful sudden appearance willing audience tough i continued i came first place get away yesterday worst first slimy politician gripe ambu telling story 18 quite said city life full suffering wasn t quite upbeat reply i fishing reason i felt compelled make clear i knew lot suffering re right i replied i m paramedic city i ve seen lot suffering fact get stuck worst kids getting shot drunks puking domestic violence accidents regular heart attacks strokes i laying pretty thick companion unaffected see worst replied genuine curiosity kept talking i worked street lot years i ve moved management don t go calls i deal different problems i see lot suffering i said laughing i realized i d said smiled comment asked management move 17 communicating manager time debbie get life wouldn t song dance moment i arrived office people make angry staff meeting i couldn t finish rant i angry usual controlled self i got pace mud kicking edge water boot damp laces i threw couple sticks water couple rocks observing eye silent companion throwing stopped restate obvious woman asked people make angry re damn right make angry i shouting words left mouth i heard i saying i paused stuttered little lightbulb went brain don t make angry i admitted kind petty crap surrounds like flies shit i feel angry going going old lady leaned forward good story boy i don t know i said letting big tired telling story 20 lances rich corporate wonk complained disturbing residents ritzy neighborhood medics bitching partner late top i sit control staff meetings focused agenda gets work done management makes called suffering street like piece cake old woman simply stared kind hearted nodded head wasn t manager know i talking i continued i gotten gripes chest interested questions companion i said faze sound frustrated angry said i agree re damn right i m angry i interrupted reason dam holding anger break loose i t get staff listen listened first time i d asked park dunsmore avenue overlook councilman wouldn t don t get ol bo listened i warned getting butt gear showing work 19 communicating manager woman smiled kindly suffering potentially creative forces nature causes things change pearl grain sand caused undue irritation oyster made great progress today said go bit time telling story 22 breath i spent let see i guess going i m feeling pissed like i m doing wrong managing tribe tell truth right i m sure i job am i telling needed tell woman asked time answer obvious moments silence stood came motherlike placed hand shoulder get better said certainty i felt startled unsure yeah right like i ll spend couple days escaping suffering call bingo i ll go back city super manager i disrespectful oh i thought woman doesn t clue i ll see today turned go wait i said i m sorry wasn t kind make simple i don t know make better i keep trying trying saying things louder louder work 21 communicating manager sun slipped neighboring mountains bathed purple light i threw gear bag car started home heading winding switchbacks i felt light happy i wasn t frustrated felt totally relaxed talking old woman i spent rest day hiking favorite sitting rock view goes forever i don t know altitude carefree feeling place i loved i sat looking hazy valley trouble work melt away fact i didn t think munching trail mix watching circling hawk life pretty good heading mountain lower altitudes brain begin sort prepare reentry real world i smiled thinking blowing steam lady woods learning listen 24 23 communicating manager chapter 3 learning listen anger immediately big effect i worry shows heavy emotion anger i shut immediately rescuer empathetically feels people feeling hard listen feeling i wrong like i need fix i got angry old woman didn t worried i carrying loaded gun showed courtesy respect call manners acted like i respectable person people age ems dispensed outright expressions respect formal i admit makes feel pretty good people demonstrate meeting conversation important got past introduction i started yapping problems lady mountain didn t interrupt actively showed listening time asked little questions repeated back i said questions deeper made explain clearly i felt like i heard learning listen 26 i appreciated listening elevated listening art i crossed stream met old woman attitude made talk struck right away confidence i don t know look face manner held body say liked sufficiently touch emotions listen mine thing didn t personal agenda conversation wasn t trying impress didn t act like i stupid beneath course i preoccupied problems i hadn t interested doing i wasn t ready listen i i needed get chest old woman put aside mind listened listen let blow steam judgment anger trying fix problems fact anger frustration didn t upset affect emotions let anger mine i don t like blow steam direction take city councilman bakery 25 communicating manager hurt vehicles involved supervisor requesting i come scene i rounded corner south high school saw flashing lights i see bear minute i explain i take lot pride ambulance service good public image i take lot pride best vehicles street spend lot time money i saw newest road rescue ambulance lying side front south high school trojans football field channel 4 van filming away i sick cynical attitude i expected driver three medics service middle trouble isn t funny service 90 percent problems involve 10 percent staff time i wrong i got truck i saw mike klabber hardest working quiet steady medics intently trying explain kevin night supervisor i walked look ran medic scott picking pieces drug box spilled grass learning listen 28 i like people listen i people hear words i listen passion emotions comes right listened things i relationship old woman didn t respond blabbing work pile advice course doesn t know management running ambulance service didn t shove advice good thing i wasn t interested hearing opinions i wanted get gripes chest know listening gave i needed gave assurance things like get better said i getting better i sure hoped days i chance test progress late evening i getting ready bed pager went urgent message ambulances accident 27 communicating manager grill kevin police got story need i asked klabber shook head make sure re hurt take rest night take care i suggested i d like see office 10 tomorrow morning ll go klabber shrugged shoulders i gesture indifference i wanted hear admission screwed apology smashing newest rig head buzzed sarcasm say i got truck slammed door little harder necessary i drove away i thought old woman mountain realized anger klabber wrecked new rig klabber wasn t responsible getting pissed problem blocks figure i steaming i angry thinking bad pr high rig costs reflection leadership i don t like going night ambulance smashed local news learning listen 30 happened i asked mike driving replied shrug going code 3 domestic ran front dog i couldn t tell i guess mike swerved thing i know i m getting choked seat belt i looked road easy see rig rolled ditch steep pavement dry wasn t reason rig gone road sounded lame re driving 6 000 pound ambulance don t swerve small animals anger heated i surveyed damage 90 000 rig wasn t bright light flashed stan kline channel 4 started asking questions made boil don t guys sleep i said i walked klabber i asked doing okay shrugged shoulders muttered i t believe shit i surprised i expected klabber better attitude i read wrong i ll admit i wanted say sarcastic keeping rig road i didn t wasn t need 29 communicating manager big yellow legal pad accident reports i wrote word listen underlined times i made mind focus listening worry handle discipline klabber 10 minutes early looked tired edgy wearing wrinkled uniform last night seat i said coming desk shake hand symbol professional respect people business rarely perform i purposely go back desk chair alongside klabber open space i hoped symbolize kind conversation doing i asked literally exhaling big breath make sure i let go anger clear listen wasn t i i swerved soon front tire hit soft shoulder klabber talking fast throwing hands exaggerated gestures goddamn street department leave shoulder like lucky wasn t killed lucky i responded echoing klabber learning listen 32 stuff klabber order successful manager i needed anger morning ready listen klabber wasn t best night sleep early morning jog couple cups coffee i ready day nine o clock i brief statement newspaper reporter done quick scan night activities time look kevin report accident i read clear klabber screwed report claimed ran front rig swerved road got caught soft shoulder rolled rig ambulance business doesn t room driving errors i thankful weren t hauling patient i wanted tell klabber i thought mind i needed say klabber image woman mountain flashed head i caught wasn t time talk time listen goal meeting klabber gather facts related accident make sure klabber doing right first duty fair klabber hear difficult duty mind made i didn t people driving ambulances couldn t keep vehicle road 31 communicating manager system i nodded echoed back words eventually calm addressed fear i m going get canned wrecking new rig right honest question helped understand klabber concerns told lot viewed attitude vehicles big uncomfortable eye opener i hadn t realized powerfully i communicated organization vehicles machines appeared matter people moment i made executive decision change mike i replied looking honestly eye getting fired meeting goal simply try understand happened last night i waited silence showing klabber i serious listening moments klabber fidgeted chair stealing looks eyes check veracity declaration started describing slow measured voice happened i continued actively listen asking small questions descriptions continued provide detail came running front rig run learning listen 34 words accepting hadn t answered question showing felt stressed afraid needed blow steam point i didn t ask waited silence speak hard sit i wanted guide conversation i let take lead hell i supposed klabber blurted defensively stupid dog cat ran front rig reflex done didn t wait answer raced i work four years work shitty night shifts place fill guys call i get sent packing i roll brand new rig i hear re concerned losing job i echoed back i heard say amazing different goals conversation i wanted establish facts klabber worried job important i heard addressed concerns i able accomplish goal klabber continued minutes talking easy get fired managers don t understand medics unfair 33 communicating manager dad pickup hit deer dad pickup yeah big deal hardly dented truck killed deer pretty ugly paused wry smile looked said dad wouldn t let drive truck i wasn t quite sure respond listening heavy stuff i felt like klabber showed inside private closet gave data i needed lot things made sense accident i improve management style careless cowboy medic mistake listening i knew strategy handling accident different i checked klabber see needed support told worry ambulance truck learning listen 36 words threw hands angry re sure jumped front rig i asked gently echoing back words nudging detail i know re thinking klabber responded thing i ve asking last night didn t mike hit damn dog cat keep rig road i i overreacted threw rig control overreacted i echoed back accusation question i sat forward chair showed klabber body i wanted hear i m telling i m copping accident fault voice quiet stared floor fault yeah fault i jerk wheel i think i see peripheral vision old habit old i 16 right i learned drive i smacked big doe night 35 communicating manager experience klabber i felt new surge confidence listening actually lot useful easier needing answer i successfully listening situations i riding pretty high old lady mountain right things getting better i making progress things going organization like great time introduce troops plan customer focused operation i inspired recent conference fire chief phoenix made impressive presentation importance going extra mile taking good care customers i wanted create kind exciting program typical enthusiasm i created plan fit organization unique personality plan designed focus empower field provider meeting small cus shooting 38 37 communicating manager chapter 4 shooting worked guys think re bad don t go occasional car wrecks get paid lot money sleeping watching reruns seinfeld weekend i headed back cabin brother i planning blow beaver dam little work place came good time i needed break i left brother called say wouldn t arrive sunday surprisingly i looking forward time i left city started low gear ascent mountain i climbed i feel shoulders lighten small amount sanity return sunset friday evening painted gods i sat front cabin purple orange sky made grateful alive morning i awoke tapping woodpecker fresh morning smell pine needles couple cups coffee i laced hiking boots headed trail sitting rock i granola bars pocket plans i m working minute accounted favorite things occasionally start day absolutely plans shooting 40 tomer needs paying attention life circling drain wanting process participatory i believed needed committee made medics supervisors decide exactly program implemented monthly business meeting setting i planned presentation i put heart preparation i made bunch slides inserted i thought great humor poking fun doctors nurses demanding patients bombed bombed bad i telling favorite golden retriever died work eighthour shifts student ride alongs call listened i saying i m sure heard words listened open mind i asked volunteers committee debbie stayson raised hand rest troops laughed looked away rolled eyes smiled big shit eating jim carrey grins i left meeting angry hurt hell i muttered i hauled lcd projector portable computer back office i tried focus work thing i think selfish lazy bunch medics 39 communicating manager i blurted heavy breaths good morning said brushing back hair replacing broad brimmed hat head i doing little shooting i didn t know photographer get i said gesturing direction buck run six shots said added i ll bet lot don t know i don t mind telling favorite spots mountain mine i come soak view i said enthusiastically strange reason okay share secret spot old woman i felt respect honesty i plopped sitting rock last time met punish family beavers trouble work i hope going better said manner serious polite important conversation i replied helped learn value listening i ve doing lot better shooting 42 i reached sitting rock i suddenly got feeling i experience hunting feeling suggests large game animal ahead i stopped tracks listened underneath noise birds sigh wind i heard rustling brush movement slowly taking deep breath holding i moved cautiously trail i came boulder i saw large buck holding huge rack aloft looking away full attention valley beauty description i paralyzed buck fever i hunted life moments i glad wasn t season i moment hold breath stare suddenly mechanical click whirring noise buck tossed head leapt trail crashing woods moment gone i saw bright blue movement clicking sound come trees i make person i couldn t tell i determined i strode trail curious dare sitting rock frightened away buck i cleared trees tripod camera old woman i met last trip 41 communicating manager pouring latest experience customer service presentation i finished tale sat didn t say looking far away distant valley asked speaking language oh man wrong question knows medic language i spent 15 years humping stretchers i i knew talk language i told woman forgive prying nature questions manager woman looking eyes i couldn t believe asking question idea kind wise woman instantly gone sort question whiny medic ask followed statement medics managers seeing world differently i mad i couldn t answer people working managers woman asked i said reluctantly actually shooting 44 smiled said ve doing better i don t keep photography i said reluctant launch stuff woman seat rock waited continue i told i d gotten last conversation i applied klabber wreck i told i d learned management style listening take responsibility seriously said people don t realize important listen judgment listen message words i don t disagree listening great i m sure leads listened i couldn t help let recent frustration show i listen day long hear crap i hear listens back listens back woman said probing better explain right guys hear understand words don t listen understanding woman demeanor 43 communicating manager shooting 46 answer interested management position last time opened i hire outside i suspect employees doing imagine like doing job thinking management i agree i continued difference makes good manager day makes good medic day sure i replied good day medic doesn t wash truck meetings gets go couple hot calls morning afternoon naps woman smiled description immediately cracked back good day manager listens ideas enthusiastically volunteers work complaints right time finished laughing relief felt good old woman point dead serious right money motivated 45 communicating manager daily basis different motivated employees i interested management i cool program customer service i seen idea management plan i see wrong i think i street i spoke language language motivation employees different see woman said excited isn t going exciting doesn t fit values communicate persuade presentation needs come understanding value brings back started last time communication listening i run problem i said getting stretch legs bottom line i m manager i m supposed run meetings tell stuff need know job job need know need going fit language make feel good talking communication probing questions woman photography gear stowed old rucksack munching granola bars started walking back cabin walked conversation lighter nature woman asked long i planned stay time actually i said talking shoulder i led i came get rid damn beavers saw aiming last time brother coming sunday re going blast open dam like woman commented right target i loved mountain fresh air surrounded nature animals woods asked i blowing dam 48 job get bunch lazy people stuff don t voice echoing trees i think re getting said rising stretching i m i protested frankly i m pretty tired managing people come work take advantage fact i t fire wrong angry words echoing back distant rock face standing woman said time right ll know language i need walk care join 47 communicating manager chapter 5 blowing dam ing path talking fact i ve coming mountain years i live full time i hope stay i m interested staying natural safe place wildlife think i m i replied puffing bit keep pace young person i m bothered lumbering going east side rv park ve put i don t mind people coming enjoy place start tearing 4 wheelers dirt bikes gets blood boiling glancing shoulder said isn t amazing woods wildlife great job taking care man isn t mess yeah great i agreed forest fires serve useful purpose started man stuff long came knows take care walk taken loop came clearing beaver pond old woman sat fallen log looked little winded i sat blowing dam 50 thought development mountain i don t damn buildings mountains i replied sharply launched big tirade i believe need preserve natural places left world let nature places i suddenly realized i stepped woman views i m sorry i said i hope re investing development walked ahead trail heard comment stopped tracks turned looked eye smile playing corners mouth don t know i feel development asked flush heat rose face i got lesson loud clear tirade speech communicating i doing i get far embarrassment woman put ease i don t development said gracefully turning head 49 communicating manager rest day i continued unplanned routine i walked back cabin bowl soup roast beef sandwich i maul couple wedges woodpile i love motion swinging maul ring metal metal sweet smell splitting green wood small pile fresh split wood added weathered dry pile i thought conversation old lady i admit master teacher order communicate effectively told i needed speak message language i wanted hear showed worked getting re think blowing beaver dam head spinning wood i split made sense medics fishing 52 beautiful isn t said look blue sky tall green evergreens reflected pond better i said reveling wonderful feeling body firmly grounded grand vista moments old woman stood brushed pants i need get going get film darkroom said offering hand grasp warm firm nodded pond remarked i ve walking path years beavers build pond eventually collapses drains water sharpen teeth build cycle walked away i dumbfounded say word hardly said communicated ton 51 communicating manager chapter 6 fishing i returned piece oak grunting swing i smashed second wedge first budged reaching back letting loose huge overhead swing i smacked wedges oak flinched creaking crack i knew i mounted fury swings time piece broke two i knew bothering i persuaded old woman blow beaver dam i clue persuade older brother going show tomorrow morning box explosives i put maul away cooling cold beer i got fly rod old tin flies i tied summer short hike small trout stream knew walk woods gave time think i try persuade tom time i reached stream i hadn t come figured i stick original plan forget trying persuade tom looking back i see i clearly afraid hard afraid rushing bubbling trout stream i followed stream hundred yards turned sharply compressed foaming boil two large boulders spilled large flat pool fishing 54 appreciation model customer service program appreciate rewarding experience feeling like ve done meaningful heroic medics think medical professionals necessarily happy smiling customer service greeters wal mart made sense persuasion undeveloped art management toolbox stubborn piece oak swinging hard i wedges completely stuck i drove second alongside i tell wasn t going give pieces wood don t split i paused catch breath straighten back i pondered i beaver dam i didn t admit approach old woman nature letting things take care appealed i d considered tree hugger i i i thought i knew relative stranger persuaded see differently momentary boyish exhilaration blowing i felt bad destruction beaver lack respect act show piece land i deeply loved i tell mind changed i didn t blow beaver dam bothering 53 communicating manager didn t looked great flat brown i fat 14 inch rainbow arched dark pool nailed fly hit water i didn t care luck persuasion success fought like crazy headed bottom slashed water tail danced got large rock flopped front shower water color early morning i dreaming trout i awakened sound tom truck pulling lane i bounded sleeping bag met door time get friendly tease sleeping late let see proof said good naturedly punching shoulder i told trout tom six years older i three inches 30 pounds bigger spent four years marines hard working successful cement contractor tree hugger i hadn t figured tell i rethinking blowing dam suggested let get rid beavers ll loan fly give chance catch yeah let talk dam i said uncomfortably fishing 56 i knew aristocratic trout hung gluttonous behavior pike large mouth bass trout aristocratically picky bite i sorted tin flies settled splash red tail pure joy gently whipping fly back forth air dropping neatly shady quiet water far side stream satisfying catching fish short standing icy water wearing old shorts sneakers minutes i wanted action i moved better spot tied fly black yellow tail happened i moved trying dark water stone i caught black yellow fly dead fall broke leader i tied new leader i puzzled fly wasn t good day trout i knew aristocratic snits i wanted fish dinner deciding stay longer i put pole relieving liquids i d drunk earlier i noticed small dull brown insects buzzing tree weren t water contrary dad taught fly fishing i chose dullest brown fly box first ones i d tied 55 communicating manager dishonest i knew i couldn t long face tom asked breaking thoughts wasn t mocking play voice dawned talk tom easy i knew exactly tom valued language tom great big brother cared i felt wouldn t care old woman felt cared i felt best friends long time done lot elder looked school dusted i got trouble supportive differences person supportive i hospital orderly high school eventually went ems spending time yesterday i don t blow dam i said feeling persuasive getting right point asked raising eye brows makes great place come i m sick job raw beauty i don t things neat suburban i roll feel power real speech rising inside i come see nature real fishing 58 sure asked rinsing dirty cup pouring cup coffee pot i made i looked front cabin wished i hadn t brought topic persuading brother lot tougher persuading room full paramedics brief seconds tom dump cream coffee stir knife sit backwards old wooden chair i played possible scenes go hey i met woman sitting rock talked letting nature take care i imagined saying tom response snort disbelief tussle hair got box explosives headed pond wonder i going give hunting fishing eating meat i d fallen spell environmental babe woods i imagined saying proceeding original plans deep inside i knew wouldn t cut sure old woman helped see beaver pond differently idea mine saying 57 communicating manager i ve heard said learning life greatest pleasures driving back mountain i found feeling good education i received real communication people lot different i thought long i ve rig calling dispatch idea communication meant long equipment working key mike communicating mistake comes communicating location nature call coasting truck switchbacks sun setting i couldn t help review breadth weekend mountain i ran old woman positioned listen i barely believe i longed heard get listened listened giving advice going home 60 ly make i see trees lay fall deer shit path i m walking wild flowers growing cracks rocks blow dam drain pond i d feel better let run course i unobtrusive possible sounds like work kicking butt tom responded stepping completely past beaver dam issue big brother don t care don t get rid beavers i wasn t quite sure tom hearing blowing beaver dam makes feel like re interfering things ought let forget tom stood drained coffee i sat amazed art persuasion tom drawled moved heavy gun rack wall held assortment guns fishing poles sudden desire disturb nature i think best sit rock watch natural land basket full rainbows 59 communicating manager chapter 7 going home ll send posse i don t show work tomorrow mind dropping post office town harvey pulled large thick yellow envelope tax stuff i forgot get needs get tomorrow morning i m cooked i d feel better went town t predict mail round actually i flattered harvey asked proved trusted casual relationship ask made feel good driving away i thought important relationships persuasion argument relationship trust persuasive old woman tried talk beaver dam first seen gun persuading relationship reason i able persuade tom easily trust relationship persuasion takes place subtle ways built relationship convincing argument real persuasion motivates people action learning appeared lose shine monday morning desk piled papers reports needed attention i started checking email messages pager went going home 62 trait rare fix types ems old woman heard i come blow beaver dam i wonder i responded launched lecture preserving nature doubt defenses shot i closed minded medics customer service program preach day long price tea china drink coffee going matter i went mountain i wasn t worried decision blow dam old woman willing listen ask i cared able communicate persuade listening people opens closed minds bottom mountain getting freeway i stopped gas little mom pop place called stub market i don t know stub place run guy named harvey i ve friendly stopping talk weather i m getting gas groceries heading harvey asked d finished usual commentary need rain i m going i said nodding free 61 communicating manager wanting transports get paid don t need getting medical community i agree precisely customer service program technically crew correct type calls ruined public image i hung phone i wanted bash heads i wanted call crew make call family patient doctor make right i yelled loud profanity listen moment i closed eyes saw mind mountains trees sky reflecting glassy shine beaver pond going home 64 urgent message call dr bradley medical director bradley great guy like great promoter organization ve got problem bradley said tone voice made sensitive management hackles go family practice docs upset called morning claiming crews uncooperative talking patient house resulting unnecessary transport lot trouble i sucked count 10 breath listened story night crew called unknown medical found elderly home care patient distended bladder foley catheter wouldn t drain patient home care nurse wasn t reachable patient physician called house crew asked try irrigate catheter bringing patient hospital crew refused arguing wasn t protocols options offered signing patient transporting end patient transported er seen irrigated sent back home i know don t protocol urinary catheters makes look bad bradley said doc pissed mouthing 63 communicating manager rainy weekend months taken place i opened fat sunday newspaper bundle looking sports section large color photograph first page arts section caught eye familiar photo i whipped section rest paper couldn t believe eyes photo spectacular picture beaver pond downed trees blue sky neighboring mountains reflecting surface taken exact spot i first met old woman i quickly skimmed paper detail photos new showing work late ellen whiteman paper said i followed article jump pawed inside pages rest article small black white photo wide brimmed hat standing tripod camera epilogue 66 65 communicating manager epilogue 1 prepare listen understanding owning feelings 2 listen full attention distinguish facts situation medic feelings 3 demonstrate clear respect medic say 4 restate facts situation judgment i e don t mix facts feelings 5 acknowledge medic feelings i statements 6 listen words expression 7 don t blame threat lecture resort name calling sarcasm 8 engage medic resolving situation 9 state expectations consequences clearly 10 ask medic summarize conversation facts feelings resolution make sure interprets ten tips talking medics listen listening medics talk, com_emsbest_tcm_19991221, KnowledgeStor, Knowledge-Stor,