The basic problem begins with our inability to order firefighters from central casting with a split-personality switch. If such a model was available, we could flip the switch in one position and produce an attack-trained, conditioned, and inclined worker who would be preprogrammed to aggressively and effectively maim and kill fire and actively solve any other physical problem. For routine, nonemergency times, like when the kids are sitting around the station watching educational TV and eating Waldorf salad, we could flip the switch in the other direction and get a sensitive, emoting, considerate individual who naturally and positively relates to his/her coworkers (and everyone else). What happens in the real world is we get a complete, connected, unswitched person, who as a firefighter is typically highly inclined and ready (thankfully) to do the tough business of our business. We quickly fall into the profile of being a firefighter and become a reflection of that work (adrenaline directed, intense, lots of camraderie, always different, exciting); simply, if you work in the street you become the street. Our challenge is to creatively combine the somewhat opposite sets of characteristics represented by the two sides of the switch to get the most out of both sets of very necessary inclinations and capabilities.
- Alan Brunacini, Essentials of Fire Department Customer Service
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