Ray Gayk explains that company officers decide how their crew is going to respond to an emergency, therefore, they have the ability to drastically affect--or impact--the outcome of every emergency. If they assist victims in every way they can, they can potentially alter the individual's life, as well as the wellbeing of their entire community.

Like the readers who write into Ann Landers, firefighters often complain about things they can’t change, instead of focusing on the things they can.

People don't like to feel attacked, and when they do, they immediately go on the defensive to protect themselves. When disciplining employees, Ray Gayk suggests using a non-accusatory form of discussion that uses "I" sentences rather than"you" sentences.

Incident commanders are responsible for a long list of duties on the fireground. Chiefs Mark Ciarrocca and Todd Harms discuss how their departments use command aides and field incident technicians to reduce this burden and free up the IC to focus on firefighter accountability and the incident’s tactical objectives.

Ensuring consistency in training is a common challenge for fire departments. Ray Gayk shares a new program developed in his department that defines responsibilities among the training division, battalion chiefs and company officers, and aims to deliver rank-specific, consistent training.

Martha Ellis describes in detail the work done by the Utah Joint Council of Fire Service Organizations & the Utah Fire Caucus to present a united front for the fire service on legislative issues that could affect the fire service in the long-term. She also describes how both groups can influence state legislators who support the fire and emergency service.

ICs can operate from the back or front of the vehicle. Both arrangements are appropriate for certain situations and involve different equipment.