Contents Foreword Preface About the Author 1 Challenges and Expectations for Contemporary Fire and Emergency Services Organizations Opening Scenario Chapter Objectives Introduction Organizational Stakeholders and Their Expectations Products and Services Challenges to Service Delivery Stakeholder Expectations Business Framework Staffing Models for Volunteer, Combination, and Career Organizations Organizational Performance Measures Organizations as Systems Systems Approach External Environment Organizational Planning Approaches Environmental Scanning SWOT Analysis Closing Scenario Summary Key Terms Case Study Case Questions Questions Projects Notes 2 Preparing for Success in Fire and Emergency Services Administration Opening Scenario Chapter Objectives Introduction Managerial Skills Levels of Management Types of Managerial Positions Types of Positions Managerial Roles Role Theory Role-Related Issues Career Opportunities and Advancement Making the Transition: Firefighter to Line Officer Making the Transition: Line Officer to Chief Officer Fire and Emergency Services Training Fire and Emergency Services Certification Higher Education Opportunities The Fire Service as a Profession Professional Development Closing Scenario Summary Key Terms Case Study Case Questions Questions Projects Notes Recommended Reading 3 Management Theory and Practice Opening Scenario Chapter Objectives Introduction Evolution of Management Theory Why Study Management Theory The Evolution of Management Theory and Practice Classical Management Approach Behavioral Management Approach Management Science Approach Contemporary Management Approaches Essential Management Concepts Division of Labor Labor Specialization Organizational Structure Chain of Command Unity of Command Span of Control Centralization versus Decentralization Delegation Managing People and Tasks The Managerial Grid Closing Scenario Summary Key Terms Case Study Case Questions Questions Project Notes 4 Management Functions and Managerial Success Opening Scenario Chapter Objectives Introduction The Management Functions The Planning Function The Strategic Planning Process Preparation Phase Planning Phase Implementation Phase The Organizing Function The Directing Function The Controlling Function Closing Scenario Summary Key Terms Case Study Case Questions Questions Note Projects Recommended Reading 5 Leadership, Personal, and Organizational Effectiveness Opening Scenario Chapter Objectives Introduction Management versus Leadership Individual Behavior Group Behavior Group Development Stages Group Dimensions Developing Management and Leadership Skills Sources of Power Becoming a Manager/Leader Leadership Theory and Practice Trait Theories Behavioral Theories Contingency Theories Organizational Culture Managing Change Organizational Change Change Management Processes and Strategies Closing Scenario Summary Key Terms Case Study Case Questions Questions Projects Recommended Reading Notes 6 Ensuring Communication Effectiveness Opening Scenario Chapter Objectives Introduction Purpose of Communication The Role of Organizational Communication Stakeholder Expectations for Communication The Communication Process Types of Communication Forms of Communication Communication Patterns, Context, and Logistics Communication Effectiveness Barriers to Effective Communication Increasing Communication Effectiveness Communicating through Effective Presentations Communicating through Informative and Persuasive Press Releases Closing Scenario Summary Key Terms Case Study Case Questions Questions Projects Recommended Reading Note 7 Decision-Making, Problem-Solving, and Information Management Opening Scenario Chapter Objectives Introduction Decision-Making and Problem-Solving Information Management Data and Information Documentation and Records Management Information Systems Making Informed Decisions Programmed and Nonprogrammed Decisions Individual versus Group Decision-Making Decision-Making Process Solving Challenging Problems Managing Complaints Managing Conflict Closing Scenario Summary Key Terms Case Study Case Questions Questions Projects 8 Human Resource Management Opening Scenario Chapter Objectives Introduction The Role of Human Resources in Organizational Success Human Resource Management Strategic Human Resource Management Human Resource Management Activities Human Resource Planning Recruiting Personnel Motivating and Empowering Personnel Retaining Personnel Maximizing Personnel Effectiveness Training and Development Activities Performance Evaluation Discipline Labor-Management Relations Labor-Management Process Closing Scenario Summary Key Terms Case Study Case Questions Questions Projects Notes 9 Managing Physical and Financial Resources Opening Scenario Chapter Objectives Introduction Managing Physical Resources Facilities Apparatus Equipment Personal Protective Equipment Materials and Supplies Managing Financial Resources The Budgeting Process Closing Scenario Summary Key Terms Case Study Case Questions Questions Projects Notes Recommended Reading 10 Venues of Fire and Emergency Services Administration Opening Scenario Chapter Objectives Introduction Managing Off and On the Incident Scene Health and Safety Line-of-Duty Deaths Preincident Planning Preplan Components Incident Management Incident Action Plans Incident Management Priorities Incident Scene Safety Incident Management System Closing Scenario Summary Key Terms Case Study Case Questions Questions Projects Recommended Reading Notes 11 Contemporary Issues in Fire and Emergency Services Administration Opening Scenario Chapter Objectives Introduction Contemporary Management Issues Managing and Leading Responsible Leadership Integrity and Ethics Diversity, Equity, and Inclusion Social Responsibility Reputation Management Safety, Health, and Wellness Stewardship Managing Human Resources Managing Financial Resources Managing Physical Resources Time Management Risk Management Closing Scenario Summary Key Terms Case Study Case Questions Questions Projects Notes Recommended Reading 12 Preparing Yourself and Your Organization for Future Success Opening Scenario Chapter Objectives Introduction Understanding and Addressing the Fire Problem Understanding and Addressing Stakeholder Expectations Community Risk Assessment Evaluating Fire and Emergency Services Working with Stakeholder Groups Working with Internal Stakeholders Working with Elected and Appointed Officials Working with the Public Working with the Media Working with Other Agencies The Future of Fire and Emergency Services Preparing and Positioning Your Organization for the Future Preparing Yourself for the Future Closing Scenario Summary Key Terms Case Study Case Questions Questions Projects Recommended Reading Notes Appendixes A &n.