Throughout my career, I’ve had the unique experience of working in both firefighting and operations leadership. Both roles, though seemingly different, have taught me invaluable lessons about managing crises. Whether it’s responding to a fire or dealing with operational disruptions, handling high-pressure situations is a crucial skill. In this blog, I’ll share some key lessons I’ve learned about crisis management that apply to both the firehouse and the boardroom.
Stay Calm and Collected
One of the most important lessons I learned early on in firefighting was the importance of staying calm under pressure. When you’re facing a rapidly spreading fire, it’s easy to panic. However, panic only makes the situation worse. As a firefighter, we were trained to focus on the task at hand, think clearly, and make decisions quickly. Panic clouds judgment and leads to mistakes, so staying calm was always a priority.
This lesson has translated seamlessly into my operations leadership role. No matter the crisis—be it a system outage, an angry customer, or a logistical breakdown—remaining calm is key to keeping things under control. If you let your emotions take over, you can’t think clearly or make rational decisions. In moments of crisis, people often look to their leader for guidance, and the best way to instill confidence in your team is to remain level-headed.
Prioritize and Delegate
In both firefighting and operations, crises are often complex, with multiple issues demanding attention at the same time. In a fire, for example, you’re not only worried about the blaze itself, but you also need to ensure that the safety of your crew and any civilians is a priority. You have to be able to assess the situation quickly, identify the most immediate threat, and act accordingly.
The same goes for operations leadership. Whether I’m handling a major incident or a series of smaller issues, I need to prioritize the tasks at hand and delegate appropriately. Effective delegation isn’t just about lightening your workload—it’s about putting people in positions where they can use their strengths to address the problem most efficiently. For example, if you have someone who is great at problem-solving, assign them to the most urgent issue. This is how you make sure everything is tackled systematically without becoming overwhelmed.
Expect the Unexpected
One of the key things I learned in firefighting is that no two situations are the same. Each fire is unique, and you can’t predict every obstacle that might come up. The same goes for crises in the business world. A system failure today might look very different from one you dealt with last year. This unpredictability means that the best way to manage a crisis is to always be prepared for the unexpected.
In firefighting, we always had contingency plans. There were multiple ways to handle any situation, and we were trained to adjust quickly when things didn’t go according to plan. The same approach is essential in operations leadership. I’ve learned to always have backup plans, stay flexible, and quickly adapt to changes as they come. Being able to pivot in a crisis can prevent an issue from becoming a disaster.
Clear Communication is Crucial
Effective communication is absolutely essential in any crisis. In firefighting, we rely on clear communication to ensure that everyone is on the same page. A miscommunication can result in disaster, especially when lives are at stake. Every team member needs to know exactly what’s happening, what their role is, and how they can help solve the problem.
In operations leadership, I’ve applied the same principle. During a crisis, it’s easy for communication to break down, but that’s when it’s most important to over-communicate. Whether you’re giving instructions to your team, providing updates to clients, or coordinating with other departments, everyone needs to know what’s going on and what they need to do. Poor communication only adds to the chaos, while clear, concise communication can keep the team focused and moving forward.
Focus on the Bigger Picture
It’s easy to get caught up in the details when you’re in the midst of a crisis, but focusing solely on the small issues can cause you to lose sight of the larger goal. In firefighting, I learned early on that focusing on a single aspect of the fire, such as putting out the flames, could cause me to overlook other critical needs, such as rescuing trapped individuals or preventing the fire from spreading to nearby structures.
The same applies in operations leadership. In a crisis, it’s easy to get bogged down in minor issues that can distract from the bigger objective. Whether the goal is restoring a system, maintaining customer satisfaction, or resolving a supply chain issue, it’s important to keep the bigger picture in mind. When everyone is focused on a common goal, it’s easier to coordinate efforts and come to a resolution more effectively.
Learn from Every Crisis
Finally, one of the most important lessons I’ve learned from both firefighting and operations leadership is to view every crisis as an opportunity to learn. After every fire, we would debrief and discuss what went well, what could have been done better, and how we could improve in the future. This process of continuous improvement is just as important in business. After every crisis, it’s essential to reflect on what happened, evaluate your response, and identify areas for improvement.
By learning from each crisis, you become better prepared for the next one. No one can predict the future, but by taking the time to reflect and improve, you can make sure that you’re more equipped to handle whatever comes your way.
Final Thoughts
Crisis management is a skill that’s developed over time, and it requires practice, patience, and a calm demeanor. The lessons I’ve learned from firefighting and operations leadership have shaped the way I approach crises in both my professional and personal life. By staying calm, prioritizing, expecting the unexpected, communicating effectively, keeping the bigger picture in mind, and learning from each experience, you can manage any crisis that comes your way. It’s not about having a perfect plan—it’s about knowing how to handle the pressure and adapt as the situation unfolds.