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This episode features Nick Brunacini, Terry Garrison, Pat Dale and John Vance.

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This episode was recorded at the AVB CTC in Phoenix, AZ on March 14, 2025.

Nick Brunicini and John Vance introduce a conversation about Silverback leadership principles with fire service veterans Pat Dale and Terry Garrison, exploring how internal culture directly impacts external service delivery.

• Silverback leadership program currently contains two modules available on B-Shifter website with more being developed
• Full program will eventually include nine modules with a two-day workshop
• Inside-outside customer service approach forms the foundation of service delivery excellence
• We discuss scenario-based leadership situations involving problem behaviors
• Corrective, progressive and lawful discipline creates accountability without destroying morale
• Department culture starts with leadership behaviors that cascade through ranks
• The "kindness conspiracy" occurs when positive examples outperform negative ones
• Fire service recruitment crisis stems from leadership problems, not compensation issues
• Second chance management allows recovery from mistakes without career-ending consequences
• Effective leaders assume good intent while still enforcing professional standards

The 2025 Blue Card Hazard Zone Conference will be held September 29-October 3 in Cincinnati, Ohio, with Silverback leadership training included. Visit bshifter.com for registration information.