Incident management is one of the most mentally demanding roles in emergency services. It requires clear thinking, calm leadership, and decisive action, often with incomplete information, high emotional stakes, and intense sensory overload.

In this episode, I’m joined by Superintendent Scott Hayward, Manager of Operational Command at Fire and Rescue NSW. Scott has over 20 years’ experience on the fireground and now trains and assesses new incident managers across the state.

Together, we explore what it really feels like to take command under pressure and how process, preparation, and mental skills help people perform when it matters most.

Key Ideas & Models Discussed

• Cognitive load & overwhelm
• Stress inoculation through training
• Recognition-Primed Decision Making (Gary Klein)
• Situational awareness
• The OODA Loop (Observe–Orient–Decide–Act)
• Incident phases & risk acceptance
• The “jockey and horse” analogy for state control

Resources Mentioned

• Grenfell (Netflix documentary)
• The Kerslake Report – Manchester Arena Inquiry
• Richard Gassaway – Situational Awareness Matters
• On the Trail of Genghis Khan – Tim Cope

Chapters:

00:00 – Incident Command Under Pressure

07:00 – Early Experiences of Overwhelm

12:30 – What Incident Management Really Involves

18:00 – Process, Preparation & Staying Calm

25:00 – Real Fireground Decision-Making

34:00 – Training, Assessment & Stress Inoculation

45:00 – Situational Awareness & Adaptive Command

58:00 – Mental Skills Training & Final Reflections