Your Role in Resolving Crew Conflict – Part 1

You have just arrived at your new station assignment, and you immediately notice a problem: two of the firefighters on your crew seem to argue constantly. As your initial days pass in the new station, you observe that these firefighters seem to row about everything from what TV news station to watch to what radio station to play or even who gets to read the front section of the paper first. The most heated argument was about the thermostat setting, and in that instance, it seemed like the two might come to blows.

These disputes only seem to involve the two firefighters, “Chris” and “Terry,” and the other firefighters have mixed reactions to the situation. Some clearly seem to avoid it and leave the room when Chris and Terry get going. Others almost seem to enjoy it, and you have observed at least one of the other firefighters egging them on.

You are new to this station and this district. You don’t know any of the crew members very well. To top it all off, you have a lot of other things on your mind. Yet, although the crew functions well under emergency conditions, the constant bickering is annoying at best. What should you do?

First, as tempting as it might be to go in your office and shut the door, this is not a situation you can avoid. But before you address the players directly, do a little investigation. What do you know about these two? How long have they worked together? Have they always been at each other’s throats in this way? Is there significant history between them?

Previous officer
One source of information is the company officer who previously worked at the station. Give that person a call or go meet with him or her in person, and describe briefly what you have observed. Ask whether this behavior was a problem previously. The response you get may be informative on several levels. If the previous officer tells you no, in fact those two firefighters are the best of friends and there had been no previous observation of any behavior that you describe, then you have to conclude that something has happened between them in the time between officers. It would be helpful to know exactly what disrupted their relationship — and don’t rule out the possibility that they are acting out specifically in reaction to you.

On the other hand, if the officer acknowledges that the behavior existed but makes comments along the lines of it being funny or no big deal, that can tip you off to the possibility that the previous officer was in effect enabling it. A third possibility is that the officer acknowledges that the pattern of behavior existed, says that efforts were made to stop it, but that those efforts were unsuccessful. In this case, you at least know what you are up against.
No matter what you find out, your next step is to talk to Chris and Terry directly. The initial meeting can happen with the two of them together. Give them direct feedback about what you have observed and the effect it is having on the crew as a whole. Make it clear that no matter what is behind the constant arguing, the behavior is unacceptable and detrimental to crew cohesion needs to stop.

Be prepared for a response from one or both. They might try to downplay the situation, saying things like, “Oh, we’re just kidding around,” or “No one takes us seriously.” They might even try to deny or rationalize the behavior: “Oh, we don’t really argue that much,” or “I was just mad this morning, but I’m not anymore.” The discussion could also devolve into angry accusations between them. Whatever the outcome, stay in control. Do not allow them to manipulate you into taking sides by saying such things as, “Well, Chris ate all my food last shift. Wouldn’t that make you mad?” Do not answer questions like this. Just reiterate your expectation that all crew members treat one another in a respectful and professional manner.

Remind them of the specific negative impact that the constant bickering is having on the crew as a whole.

If the conversation breaks down into further arguing, end it and state your intention to meet with Chris and Terry, either singly or together, at a later time. Keep this first discussion short and to the point. End the conversation by restating your expectations about behavior among crew members.

Following this first meeting, wait a while before addressing the problem again. Pay close attention to how they are interacting. Has the arguing diminished? Are they making a noticeable effort to behave better when in each other’s company? If so, give specific positive feedback for this change to Chris and Terry, one-on-one. If nothing changes, or the level of conflict escalates, then you need to intervene again.

Let them know that their response to your concerns is not satisfactory and that you need to meet again with both of them regarding what needs to happen next. At this point, it is probably better to meet with each of them privately. Ask them about the history of the conflict, and what specific events led to feelings of anger, frustration or disrespect between them.

Try to keep the discussion based on facts and actual events, rather than reactions and conclusions. Take notes. Reiterate to both Chris and Terry that you know they are good firefighters, that you are happy to have both of them on your crew and that you are confident that they will rise to the professional standards that have been set for everyone in the station.

Remind them of the specific negative impact that the constant bickering is having on the crew as a whole. Ask each of them what needs to change for them in the relationship for things to get better. Are there specific behavior modifications that one or both of them can make that would reduce conflict and tension?

Tell Chris and Terry that it is your preference to work the problem out in-house, but if that is not possible, you are prepared to seek outside assistance to gain resolution. How to take that next step, and what actions should be avoided, will be the subject of next month’s Leading the Team column.