Emergency Communication Examples

Analyzing Communication Breakdowns in Emergency Services: Lessons Learned from Real-World Scenarios

photo credit: Flickr Kid Gibson

by John Fisher

Introduction

Effective communication is essential in emergency services, where responders often work under high-pressure conditions that require quick thinking and decisive actions. However, communication breakdowns are common in such complex environments, leading to confusion, delays, and potentially life-threatening mistakes. Understanding the factors that contribute to these breakdowns—such as poor information flow, unclear command structures, and emotional responses—can help identify strategies to improve communication effectiveness.

This article presents 15 real-world communication scenarios provided by emergency professionals enrolled in a communication course aimed at improving their skills. The scenarios involve paramedics, firefighters, police officers, emergency managers, and inter-agency coordination during high-stress situations. Each scenario is accompanied by a detailed description, identification of communication barriers, reasons for failures, and practical recommendations for improvement. By examining these scenarios, emergency responders and leaders can gain valuable insights into how different communication theories and strategies can be applied to reduce misunderstandings, enhance team coordination, and achieve better outcomes in critical situations.

1. Cardiac Arrest Call Coordination

• Description: During a cardiac arrest call, the team responded quickly, following standard protocols to handle the patient’s condition. However, after successfully stabilizing the patient, the team did not conduct a debriefing session. This lack of follow-up prevented them from addressing communication breakdowns that occurred during the call and did not provide an opportunity to address emotional responses or potential improvements. The team was visibly fatigued, and some members were concerned about mistakes that occurred, but these were left unaddressed.
• Communication Barriers: High-stress environment, focus on rapid response, and emotional strain.
• Reason for Failure: The chaotic nature of emergency calls often shifts the focus entirely on task completion rather than on team dynamics and emotional well-being, causing the need for reflective communication to be overlooked.
• Suggested Resolution: Implement a mandatory debriefing session after high-stress calls. Use this time to discuss the sequence of events, address any communication breakdowns, and provide emotional support. Including reflective listening and open dialogue will help ensure that team members can process the situation effectively and prepare for future calls.

2. Fire Scene Incident Commander Conflict

• Description: During a structure fire, a young, inexperienced fire captain was placed in the role of Incident Commander (IC). As the first on scene, he assumed responsibility, but when the Battalion Chief arrived, instead of relieving him, the Chief opted to let the young officer continue leading the response while he provided support. This decision led to task saturation for the captain, who struggled to maintain clear communication, monitor safety, and coordinate multiple teams. The complexity of the incident increased, causing delays and creating confusion among responding units.
• Communication Barriers: Inexperience, task overload, and unclear roles.
• Reason for Failure: The young captain was overwhelmed and unsure of his authority, making it difficult for him to delegate tasks and communicate his needs. This hindered overall scene management and put both responders and property at greater risk.
• Suggested Resolution: Assign a more experienced IC for complex incidents, allowing the young captain to observe and learn. Establish clear communication channels and responsibilities to reduce confusion and task saturation.

3. Disagreement with a Fire Station Colleague

• Description: During a call, a disagreement between two colleagues over the proper approach to handling a situation escalated. One colleague felt his suggestions were being dismissed, while the other focused on asserting his own viewpoint. Defensive listening and emotional involvement led to raised voices and frustration, which impacted their ability to collaborate effectively. This internal conflict distracted the team and could have compromised patient care or scene safety.
• Communication Barriers: Defensive listening, emotional involvement, and lack of mutual respect.
• Reason for Failure: Both individuals prioritized winning the argument over finding a solution, which created tension and hindered effective communication.
• Suggested Resolution: Implement conflict resolution training and encourage a culture of active listening and respect. Reinforce the importance of team cohesion and remind members that diverse perspectives can strengthen decision-making.

4. Fire Hose Deployment Miscommunication

• Description: During a progressive hose lay at a fire scene, there was confusion over the correct ratio of trunks to lateral hoses. The team lead instructed members to carry 1 trunk for every lat, but the supervisor later corrected it to 2 trunks per lat. This miscommunication led to wasted trips and delays in establishing the hose lay, putting the team behind schedule and reducing water availability at a critical time.
• Communication Barriers: Misunderstanding of terms, unclear instructions, and lack of verification.
• Reason for Failure: Inconsistent terminology and a lack of standardized communication for equipment setup led to confusion. The team members did not confirm the instructions before proceeding.
• Suggested Resolution: Establish clear SOPs for hose deployment and regularly review terminology during training sessions. Use visual aids and diagrams to reinforce the procedure, ensuring that all team members are aligned before starting a hose lay.

5. Training a New Fire Cadet

• Description: A new fire cadet became visibly frustrated and threw his helmet after being repeatedly told to follow specific gear placement procedures. The incident escalated when the trainer raised his voice in response, leading to a public confrontation in front of peers. This caused embarrassment for the cadet and made it difficult to regain his focus, disrupting the training session and creating a tense atmosphere for the rest of the team.
• Communication Barriers: Emotional escalation, public setting, and a confrontational approach.
• Reason for Failure: Addressing the cadet’s behavior publicly and in a heightened emotional state worsened the situation and prevented constructive dialogue.
• Suggested Resolution: Use private spaces for feedback and maintain a calm, professional tone. Implement a mentorship program where experienced personnel can provide one-on-one guidance to new cadets in a supportive environment.

6. Communicating with a Defensive Team Member

• Description: During a YMCA community outreach program, a team member reacted defensively and displayed disrespect towards the team leader due to frustrations over a complex mileage tracking form. The team leader noticed the tension and, instead of reprimanding him, took the team member aside to understand the root cause of the frustration. The one-on-one conversation helped defuse the situation, allowing the team member to express his concerns and feel heard.
• Communication Barriers: High stress, unclear expectations, and power dynamics.
• Reason for Failure: The team member felt overwhelmed and unsupported, leading to a defensive attitude. The lack of initial clarity about the mileage form and expectations further fueled his frustration.
• Suggested Resolution: Clearly communicate expectations and provide resources upfront. Regularly check in with team members to address concerns early and avoid defensive reactions.

7. Gender-Based Miscommunication in the Firehouse

• Description: A male colleague made inappropriate comments toward a female cadet, making her uncomfortable and causing her to leave the room. When confronted, the male colleague dismissed her discomfort, suggesting that “all women like that kind of attention.” The female cadet felt unsupported and questioned whether she belonged in the department. This created a toxic environment that impacted morale and professionalism.
• Communication Barriers: Gender biases, power imbalances, and dismissive attitudes.
• Reason for Failure: The male colleague lacked awareness and respect for professional boundaries, which led to harmful assumptions and perpetuated a negative culture.
• Suggested Resolution: Implement mandatory sensitivity and harassment prevention training. Establish clear guidelines and consequences for inappropriate behavior. Create a safe reporting system and ensure that all team members understand the importance of a respectful work environment.

8. Confusion Over Emergency Air Transport Selection

• Description: A disagreement arose over whether to use AirMed or Life Flight for an emergency transport. One responder was adamant about sticking with the originally contacted Life Flight, while the other insisted on switching to AirMed based on their faster response time. The confusion over response times and lack of a standardized decision-making process delayed the transport and created unnecessary tension.
• Communication Barriers: Conflicting information, lack of shared decision-making protocols, and unclear roles.
• Reason for Failure: Each responder was using different criteria to evaluate the situation and did not effectively communicate their rationale to each other.
• Suggested Resolution: Develop a standardized decision-making protocol for air transport that includes response times, patient condition, and geographical factors. Ensure that all responders are trained in using this protocol and can communicate decisions clearly.

9. Unclear Communication During Fire Scene Hose Deployment

• Description: While deploying hose at a fire scene, a firefighter noticed a tree torching dangerously close to their line. Unsure whether to inform the pump operator directly or go through his supervisor, he hesitated. The delay could have led to a spot fire, but luckily, the situation was resolved when the pump operator overheard the radio communication and initiated water flow. The lack of clear communication channels created unnecessary risks.
• Communication Barriers: Uncertainty about the chain of command, lack of confidence, and unclear protocols.
• Reason for Failure: The firefighter was unsure of whom to report to, which caused hesitation and delayed action.
• Suggested Resolution: Establish clear communication protocols for reporting hazards. Use regular training scenarios to build confidence in using the chain of command.

10. Failure to Communicate Team Member Location During Fire Response

• Description: While responding to a nighttime fire, a team struggled to locate the fire due to an error in the lookout’s coordinates. The team was relying on visual indicators from the lookout, but dense forest and darkness made it difficult to pinpoint the exact location. This led to wasted time, increased risk to campers, and ultimately allowed the fire to grow.
• Communication Barriers: Ambiguity in location reporting, environmental factors, and fatigue.
• Reason for Failure: The use of vague directions and reliance on verbal cues without GPS coordination caused the team to miss critical information.
• Suggested Resolution: Equip teams with GPS devices and establish standardized protocols for reporting and confirming locations. Practice these protocols during drills to reduce ambiguity in high-stress environments.

11. Police Officer Conflict During Suspect Interrogation

• Description: A police officer was assisting another officer in a suspect interrogation when miscommunication led to confusion about their roles. One officer thought he was supposed to take the lead in questioning, while the other believed he was supposed to provide support and control the room. This misunderstanding resulted in the two officers speaking over each other and sending mixed signals to the suspect, making the suspect agitated and uncooperative. The situation escalated to the point where the suspect refused to answer questions, and the officers had to step out to reassign roles and calm down.
• Communication Barriers: Role confusion, lack of pre-briefing, and authority dynamics.
• Reason for Failure: The officers did not clearly communicate their roles and responsibilities before entering the interrogation room, which led to power struggles and confusion during the questioning.
• Suggested Resolution: Establish clear communication protocols and role definitions before entering an interrogation. Use a pre-interrogation briefing to clarify each officer’s role and ensure alignment on the questioning strategy. This would prevent role confusion and create a more structured environment for obtaining accurate information.

12. Red Cross Emergency Response Team Miscommunication During Flood Response

• Description: During a Red Cross emergency response to a flood, miscommunication occurred between field volunteers and the command center. Volunteers were distributing relief supplies to flood victims, but due to a lack of coordination, two separate teams ended up delivering the same supplies to one neighborhood, while another heavily impacted area received nothing. The confusion resulted in public frustration and increased stress among the volunteers, who felt demoralized by the misallocation of resources.
• Communication Barriers: Lack of coordination, unclear communication channels, and information overload.
• Reason for Failure: The field volunteers were not in direct contact with the command center and were relying on secondhand information. The absence of a clear reporting structure and centralized tracking system led to duplicated efforts and resource mismanagement.
• Suggested Resolution: Implement a centralized communication and tracking system where all field volunteers can access real-time updates on resource distribution. Assign a designated communication officer to maintain contact between field teams and the command center, ensuring that all parties are informed of distribution plans and adjustments in real time.

13. Paramedics and Nursing Staff Miscommunication in an Emergency Room

• Description: Paramedics arrived at the ER with a critical trauma patient, but miscommunication between the paramedics and the ER nursing staff created confusion about the patient’s condition. The paramedics provided a verbal handoff while trying to assist with patient transfer, but the chaotic environment and simultaneous conversations caused the nursing staff to miss key details about the patient’s injuries and interventions en route. The lack of a structured handoff led to delays in administering necessary treatments, which increased the risk of complications for the patient.
• Communication Barriers: Noise and chaos in the ER, lack of structured handoff protocols, and simultaneous communication.
• Reason for Failure: The paramedics and nursing staff did not follow a standardized handoff procedure, leading to fragmented communication and missed information. The high-pressure environment of the ER further contributed to communication breakdowns.
• Suggested Resolution: Implement the SBAR (Situation-Background-Assessment-Recommendation) protocol or another standardized handoff procedure to ensure that critical information is communicated clearly and concisely. Train all paramedics and ER staff in using this protocol, and designate a single point of contact during the handoff to minimize simultaneous communication and ensure that all team members receive the same information.

14. Search and Rescue Team Coordination Breakdown

• Description: During a high-altitude search and rescue (SAR) operation, the ground team was tasked with locating a missing hiker reported to be trapped on a steep slope. The SAR team was using a combination of radio communication and GPS tracking to coordinate movements. However, a communication breakdown occurred when the lead ground team member’s radio frequency was not synchronized with the rest of the team. As a result, critical updates about the hiker’s last known position from the helicopter crew were not relayed to the ground team in real-time. This led to the ground team taking a longer and more hazardous route to reach the hiker, wasting valuable time and energy. By the time they arrived, the hiker’s condition had deteriorated significantly due to prolonged exposure to the elements.
• Communication Barriers: Frequency mismatches, poor signal reception, and lack of verification of communication equipment.
• Reason for Failure: The SAR team did not conduct a comprehensive communication check before starting the operation, resulting in unsynchronized radio frequencies. Additionally, there was no secondary method to relay critical updates, leading to lost time and increased risk for the team.
• Suggested Resolution: Implement a thorough communication check protocol before deployment, ensuring that all team members are on the correct radio frequencies and backup communication devices are tested. Use a redundant communication method, such as text-based satellite devices, for critical updates to ensure that all members receive the information in real-time. Regularly train SAR teams in using these protocols to minimize communication breakdowns in high-stress scenarios.

15. Emergency Management Response During Hurricane Evacuation

• Description: During the evacuation phase of a Category 4 hurricane response, the local emergency management team coordinated with multiple agencies, including police, fire, and EMS, to ensure a smooth and timely evacuation of residents. However, conflicting information from different agencies led to mixed messages being sent to the public about evacuation routes and shelter locations. One agency announced that a specific highway was clear and safe for travel, while another warned of heavy congestion and recommended an alternate route. This confusion caused significant traffic jams and panic among residents trying to evacuate, resulting in delays and potential safety risks.
• Communication Barriers: Interagency coordination issues, conflicting information sources, and lack of a centralized communication strategy.
• Reason for Failure: Each agency was operating independently without a unified command structure, leading to inconsistent messaging. The lack of a designated communication officer to oversee public announcements exacerbated the confusion.
• Suggested Resolution: Establish a Joint Information Center (JIC) under the Incident Command System (ICS) to serve as the single point of contact for all public communications during a disaster response. Designate a Public Information Officer (PIO) to oversee all messaging and ensure that all agencies provide consistent updates to avoid conflicting information. Regularly conduct interagency communication drills to strengthen coordination and minimize conflicting messages during actual emergencies.

Conclusion

Communication failures in emergency response scenarios can have serious consequences, ranging from operational inefficiencies to compromised safety for both responders and the public. The scenarios outlined in this article highlight the importance of addressing common communication barriers such as stress, conflicting information, and unclear command structures. By implementing strategies based on communication theories—such as active listening, emotional intelligence, stress management, and conflict resolution—emergency responders can create a more cohesive, adaptable, and resilient communication environment.

Improving communication in emergency services is not just about using the right words; it involves understanding the dynamics of human interaction, managing stress, and establishing clear protocols and expectations. Ultimately, the lessons learned from these scenarios can guide responders in building stronger teams and improving overall emergency response effectiveness, ensuring that critical information is conveyed accurately and efficiently, even under the most challenging conditions.

This article was prepared with the assistance of chatGPT. 

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