When Paul Grant was a newly minted captain at a suburban Denver fire department, a new firefighter reported to work with a seemingly good attitude, but standoffish behavior. Grant initially figured the rookie might consider himself a fire genius, possessing all the answers. He soon found out how wrong he was.
Within the week, Grant’s crew responded to a single-family residential structure fire. On arrival, a bystander took Grant aside and told him that he was sure that no one was home because the residents should all be at work. Grant was considering his tactical options when the new firefighter shared his observations: “I notice there’s a car in the driveway on the backside of the house, and the garage doors are open,” he said.
At first, Grant didn’t accept the information because of the source. He shot back, “There isn’t anyone home.”
Grant immediately ordered a primary search and notified dispatch to send another alarm. During the search, firefighters found a terrified mother and her daughter inside the structure. Quick action and hard work by suppression crews saved the mother and daughter. They made a full recovery, and the fire was extinguished with no damage to exposures.
The new firefighter’s observation skills paid off, and the communication certainly saved the day. But suffice it to say that not all company officers are willing to listen to a new firefighter. As simple as communication seems to be, it is often poorly executed in practice. Understanding the nuances of communication is one of the crucial skills taught in the Social Intelligence and Leadership Institute at Eastern Kentucky University, explains Grant, an associate professor at EKU and instructor at the Institute.
“One of the main tenants of listening is to suspend judgment,” he adds. “It’s still difficult at times to listen without immediately judging people. Without suspending judgement, you will never hear the real verbal cues required to get information or assist the person you are speaking with.”
Defining social intelligence
Although IQ gets all the headlines when speaking of intelligence, there are other forms of intelligence. Many people have heard of emotional intelligence, but not all have heard of social intelligence.
With its heavy emphasis on how to better communicate with others, social intelligence teaches students to learn and practice many skill sets for listening, making and receiving requests, and the powerful effect body language has in communication. These essential skills polish students’ abilities to successfully interact with individuals and groups.
Dr. Stephen Sampson—a distinguished professor at EKU, which offers a social intelligence minor and certificate program—explains that social intelligence embraces skill sets that address specific interpersonal competencies that are essential to your performance as a leader. “[They] enhance your ability to be a more effective communicator, [and] more effective in establishing rapport,” he says, adding that practicing these skills can help you to become a better manager with less stress.
Making the case
Research shows that for all occupations, fine-tuning one’s social intelligence with a certificate or minor could be an advantage in the job market. The most desirable trait employers are looking for in new college graduates is the ability to work in a team, explained writer Susan Adams in a 2014 Forbes article.
In a 2013 study by the Association of American Colleges and Universities, critical and creative thinking are the most valuable qualities college graduates can possess—even more valuable than the actual major field of study for undergraduates. As part of the national study of business and nonprofit leaders, 93 percent agreed that, “A demonstrated capacity to think critically, communicate clearly, and solve complex problems is more important than [a candidate’s] undergraduate major.”
Dr. Charlotte Tanara, the director of EKU’s Social Intelligence and Leadership Institute, sees the benefits daily from students in the program: “Having these essential skills sets them apart from other job-seeking candidates. Yet because of their training here, when they are competing for a position with other individuals with similar credentials, the ones with these skills are chosen.” Why? “Because their ability to work and communicate with others is a quality that employers look for.”
Sampson believes that social intelligence needs to be taught as action, which he calls “operationalized.” “When learning is operationalized, the learner is able to see (visual learning) and do (applied) what they have learned,” he says. “The teaching of social intelligence in a textbook or lecture format is not as effective because the ability to translate actions from words rarely succeeds. This is often referred to as having book smarts, but no common sense.”
Benefit to first responders
An originator of the first courses and textbooks used in the social intelligence program offered by the University, Sampson sees a two-fold benefit to members of fire departments and EMS. “Firefighters are in a team context every day,” he says. “Teamwork requires social intelligence to be effective. Social intelligence is the ability to get along with peers, subordinates, supervisors, regardless of the stressors or rank structure within an organization.”
He continues: “Social intelligence is also critical in merging the needs of citizens who need medical attention due to physical injury or medical emergency. It is also critical in managing the loved ones who have family members who are patients.”
Sampson—a licensed psychologist and frequent doctor called to assist with officer-involved shootings, fitness for duty, and post-traumatic stress cases—understands the burdens of a paramilitary occupation. “Shift work coupled with the often-stressful events firefighters experience can have a significant effect on personal relationships outside the job. Social media, such as texting and emailing, can enhance personal relationships because of the increased accessibility it provides personal relationships,” he says.
He adds that the use of social intelligence when utilizing social media is critical. For example, using social media to handle a personal relationship conflict may make matters worse. Personal relationships require appropriate non-verbal skills, such as the facial expression and voice inflection that social media cannot display as well. “Successful personal relationships require social intelligence capability at a much higher level than workplace relationships,” he explains. “Personal relationships include intense emotions and personal responsibilities that require social skills that other types of relationships do not necessitate.”
A happier life
Sampson perhaps best sums up a key part of social intelligence when reflecting on a message from his mentor, Dr. John Blakeman at Georgia State University. “Dr. Blakeman’s primary message back then and still today (I see him once a month for breakfast) is that social intelligence is equally important—if not more important than having a high IQ,” he says. “The reason he promotes this position is that we live in a society. The term society is rooted in the term social. To live in society at an optimal level requires a high level of social intelligence. Many people with high IQs often have difficulty integrating into society. In other words, social intelligence at high levels makes living in a society of others much easier. “Social intelligent people find it easier to initiate and maintain healthy, long-term relationships, which is key to a happier life.”
Paul Snodgrass
PAUL SNODGRASS, a Firehouse® contributing editor, is a former fire chief with 20 years of fire service experience. He is the Laboratory Coordinator at Eastern Kentucky University in Richmond, KY. Snodgrass holds a bachelor’s degree in political science from Augsburg College in Minneapolis, MN, and a master’s degree from the University of Phoenix. He has been writing about, designing and teaching traditional and online courses since 2005. He can be contacted at [email protected].
