Scenario: The town I work for as a firefighter recently implemented a new software
company to simplify management and scheduling making it a tool to improve workflow,
alleviate some of the work on dispatch and increase productivity. However, the change
was not adequately communicated to the dispatch employees, leading to confusion on who
was left to fill in shift and resistance.
Specific problems and issues:
Lack of information: The dispatch employees were not informed about the details of the
new project management tool, including how it would affect their work (as well as
firefighters) and what was expected of them. This led to confusion and uncertainty about
their roles and responsibilities.
Inadequate training: The company provided minimal training on the new project
management tool, assuming that the employees would be able to figure it out on their own.
However, the tool was complex and required proper training to use effectively, as well as a
protocol for how things should be handled on the dispatcher’s end when it came to filling
out shifts.
Resistance to change: Some employees were resistant to the change, resulting in a lack of
cooperation and reluctance to adopt the new project management tool. There are instances
of miscommunication with shifts that needed to be filled, but that hadn’t, ended up in
someone having to get forced for the day shift.
Why the issue is substantial enough to warrant communications:
Poor communication and inadequate training can lead to decreased productivity, increased
errors, and lower employee morale. The employees may feel unsupported, disengaged, and
undervalued, leading to increased turnover rates (they are currently having a hard time
retaining sustainable employees) and reduced job satisfaction. Inadequate communication
can also lead to a negative brand image, as customers may experience delays, errors, and
poor service due to inefficient project management. Therefore, it is essential for the
organization to address these issues with clear and effective communication, training, and
support to ensure the successful implementation of the new project management tool. The
department is looking to strike an agreement with the dispatcher’s union in order remedy
the situation.
Reference:
Lowe, W. A. (2017). An examination of the relationship between leadership practices and
organizational commitment in the fire service. ProQuest Dissertations Publishing.
(10263081). Retrieved from
https://www.proquest.com/openview/eb61b2acb76b0e2fada0ae38ef777254/1?pq-
origsite=gscholar&cbl=18750&diss=y
Mind Tools. (n.d.). Communications Planning: Getting the Right Message Across in the
Right Way. Retrieved April 28, 2023, from
https://www.mindtools.com/a9wsomu/communications-planning
