Often, we find ourselves working with challenging partners or, in leadership roles, managing tired EMS crews who face unique professional and personal frustrations. In EMS, where leadership training is virtually nonexistent, many are thrust into leadership positions feeling as though they’ve been “thrown to the wolves.” This isn’t surprising in an industry that, at times, takes pride in “feasting on their young,” often targeting newly graduated EMTs. Consequently, undertrained individuals are set up for failure and eventually find themselves as supervisors, managers, or even agency directors.
“The gentlest thing in the world overcomes the hardest thing in the world.”
Gentleness, patience, and flexibility often prove more effective in overcoming challenges than brute force. When problems arise, they frequently devolve into blame games, where individuals who make mistakes or express frustration become targets of aggressive responses from managers, supervisors, or directors. These responses may manifest verbally or through indirect measures, like policy changes.
Drawing on the ancient analogy—“The gentlest thing in the world overcomes the hardest thing in the world”—consider how water, over time, can wear down even the hardest rock. Leaders should approach challenges and conflicts with calmness and understanding rather than aggression or force. This method fosters trust, diffuses tension, and often yields more sustainable solutions. In many instances, these solutions arise directly from the frustration or error that initiated the conflict. By prioritizing empathy and open communication over strict discipline, leaders make individuals feel heard. This “gentle” approach gradually wears down the figurative stone wall of defensiveness, paving the way for meaningful improvement.