Perhaps most regional, multidiscipline, interjurisdictional issues in emergency management emanate from a lack of trust between people and organizations. As a local emergency manager, I found that to be true. It was a major block in moving regional initiatives forward.
I attended a seminar on the subject. My concern was how I could progress with regional initiatives if there was no basis for trust. The seminar’s takeaway stuck with me: “Trust isn’t built between organizations; it’s built between individuals.”
We live in a “me” world. Changing this selfish state into one that introduces a “we” concept and eliminates the use of the word “they” is needed to build trust. If you find yourself using the word “they,” you have a problem in your internal thinking that must be corrected.
If there’s a trust issue between organizations, begin building relationships with individuals from the other organization. You must win one person at a time. The deeper the distrust, the longer it will take to rectify the situation that probably took years to establish.
You can use several techniques to build these relationships. They sound simple, but so few people do them. First, establish opportunities to meet with people. Take the time to get to know them as individuals. Sharing time over coffee or lunch is an important first step. To better understand their world, ask what issues they deal with day in and day out. The idea: Seek first to understand, before asking to be understood.
One important aspect of this relationship-building process is to become trustworthy as an individual. Be honest and forthright in saying what you can or can’t do. Tell them the truth and ask for their help or offer yours in finding solutions to joint problems.
After you have a few key relationships in place, seek opportunities to work together as individuals or as organizations. This could be a community event, joint planning or training, sharing of equipment, or using the homeland security grant process to further cement the beginnings of a working relationship.
I know of jurisdictions that have taken a regional approach to homeland security grants that divides the money by the number of people/organizations sitting at the table, and everyone goes on their merry way. This won’t build trust.
One challenge you may face is that as fast as you’re working at building trust, someone else -- perhaps higher up in your organization -- is behaving in a way that destroys trust and causes people to question your motives or seek revenge by taking their anger and mistrust out on you. I wish there was an easy solution to this particular issue -- there isn’t! The best you can do is control your own actions within your sphere of influence.
Building trust is a journey, not a destination. One thing you can count on is that once you’ve established a relationship and built trust -- that person may change jobs and you have to start over again with a new person. I call this the “Emergency Manager’s Curse,” which is another topic for another day.
[Photo courtesy of George Armstrong/FEMA.]
Eric Holdeman is the former director of the King County, Wash., Office of Emergency Management and now blogs at www.disaster-zone.com.
