Innovative Strategies to Improve Frontline Negotiation Skills

Emergency services, like those provided by fire-fighters, have a pivotal role in the community (Opie & Millard, 2004; Rausch & Carter, 2008; Regehr, 2005; Smeby, 2006). According to a North American Governmental Affairs Committee, fire services represent the nation's 'first line of defense in the event of a fire, natural disaster, medical emergency, terrorist attack, or other emergency' (FAMA/FEMSA GAC, 2009, p. 1). North American fire services respond to over 25 million calls per year, representing one call every 1.25 seconds (Karter, 2009). yet approximately seventy percent of these calls are for non-fire related emergencies, such as medical aid, rescue services, and assistance following a vehicle accident. The role of fire-fighters is both 'complex and critical' (Bliss & Tidwell, 1997, p. 73). This was confirmed by the Northern American National Commission on Fire Prevention and Control, which deemed fire-fighting the most hazardous and dangerous occupation in the United States (Hildebrand, 1984). The stresses associated with the delivery of fire services can largely be attributed to three factors - the nature of the service; organisational issues; and social change.