• Building owners and occupants
• Design professionals
• Contractors
• Other government officials
• General public

Communicate

• Basis and importance of the fire and life safety codes they administer

Explain

• Help to educate the user and establish a strong foundation for the provision of a safe built environment

Relationships

Inspect new and existing buildings and facilities for code compliance

Verify occupant loads

Investigate complaints

Evaluate emergency preparedness plans

Review construction and renovation plans

Establish systematic procedures to perform inspections

Train personnel in the proper procedures

Perform administrative tasks

Preparing for an inspection

Following standard inspection procedures

Using good interpersonal skills

• Originates a message by encoding or turning thoughts and mental images into words
• Words are selected based on the perceived ability of the receiver to understand the message

Sender

• Contains a meaning, idea, or concept that a speaker is attempting to communicate
• May be transmitted by sound, sight, touch, smell, taste, gesture, or any combination of these means
• An effective message includes a combination of these elements

Message

• Gives the path that a message takes between the sender and the receiver; usually face to face

Medium or channel

• Accepts a message and decodes or interprets it
• Education, cultural background, perception, attitude, and context all provide the receiver’s frame of reference for interpretation of the message
• Frequently it is the receiver’s misinterpretation, based on these frames of reference, that leads to misunderstandings and disagreements

Receiver

• Prevents the receiver from fully receiving a message
• May be created by either internal or external sources
• These include hearing impairments, excessive noise, and mixed messages that are confusing

Interference

• Completes the communication process, resulting in an ongoing cycle; can be positive, in which desired results are achieved, or negative, resulting in confrontation or misinterpretation

Feedback (response) to the sender

Focus on what the sender is saying

Listen carefully

Provide feedback immediately

Use nonverbal factors or clues to emphasize and acknowledge understanding of the message

Turning off an �air-conditioner

Closing a window or door

Moving the conversation to a quieter location

• Best when conversations involve the exchange of detailed information or complete concentration
• Use a quieter location, like an office

Control the environment

• Take notes during the inspection instead of attempting to talk
• These notes can be the basis for a conversation at the end of the inspection

Noisy operations

Each inspection has to be approached as a special situation that may require special solutions

Listening

Conversing

Persuading

• Focuses on the speaker
• Ignores other distractions
• Look at the speaker if possible; think about what is being said
• Listen to the complete message: Wait until the speaker has finished before responding
• Maintain eye contact: Listen to both verbal and nonverbal messages
• Remove physical barriers
• Listen to one speaker at a time

Attending

• Consists of decoding a message and assigning meaning to it
• Receiver can repeat the message or restate it in different words to clarify the meaning

Understanding

• Critical for the message to have the correct effect
• To assist in remembering, repeat the information or take notes

Remembering

• Involves critically analyzing the message to determine how factual it is
• Listener must be able to separate facts from opinion
• Message analysis factors

Evaluating

• Involves the feedback portion of the communication process
• Without any response, the speaker does not know if the message was received, understood, or will be acted upon

Responding

Inspectors can listen to speeches or stories and try to repeat the key elements as a listening exercise

Take notes at meetings or speeches to improve note-taking skills

These actions help to overcome problems with information overload by pinpointing the essential elements of the message

Voice may be responding to something that was said earlier or something the listener would like to say

It could just be daydreaming

While this internal monologue is active, the words of the speaker are being ignored

First step is to identify it

Try asking questions or paraphrasing what has been said

When responding is inappropriate, take notes of the key points and ask questions later if possible

Prejudice based on preconceived concepts can be major barriers to effective listening

Inspector should accept others as they are and not as people think they should be

Information overload

Identify the essential elements of the message

Personal concerns

Focus on the speaker and the message rather than personal concerns or thoughts

Outside distractions

Take control of the environment and remove as many distractions as possible

Prejudice

Focus on the message and not the sender

• Be aware of the listener’s frame of reference
• Recognize that the listener may have a different point of view
• Do not try to diminish or make fun of it.

Engage in dual perspective

• Use language that is I-based such as I believe or I think
• Avoid phrases such as You hurt me or You disappoint me
• Focus on ownership of the feelings and the cause of those feelings

Take responsibility for personal feelings and thoughts

• Avoid trying to apply personal feelings to another person

Show respect for the feelings and thoughts of the other person

• Be clear and accurate in all types of communication; avoid generalizations

Try to gain accuracy and clarity in speaking

• Be patient and speak clearly while facing a person

Be aware of any special needs of the receiver

• Pause and place the conversation on hold until emotions are under control

Avoid speaking or addressing a problem while angry or emotional

• Learn to maintain eye contact while speaking to people; because some cultures find direct eye contact to be disrespectful, learn to modify the use of eye contact when it is appropriate

Eye contact

• Convey an image of self-confidence by maintaining good posture; slouching or keeping hands in trouser pockets can be interpreted as being tired, depressed, or uninterested

Body language

• Learn to match facial expressions to the message

Facial expression

• Identify and control gestures that are annoying or distracting to others

Gestures

• Create poise by building self-confidence and overcoming any fear associated with public speaking or dealing with strangers
• Poise is gained through practice and a command of the information or topic

Poise

• Maintain a professional appearance by adhering to the organization's dress policies

Personal appearance

• Become conscious of the effect that touch can have on others, both positive and negative

Touch

• Be aware of the cultural differences that determine the use of space and apply it appropriately

Proximity

• Budget your time based on the individuals or groups that are present; when it is necessary to maintain strict control over time, explain the requirements to all who are concerned

Use of time

• Gain the attention of the listener

Attention

• Describe the problem and demonstrate a need for a change in the current situation

Need

• Present the solution, providing sufficient information and evidence to allow the listener to understand how it accomplishes the goal

Satisfaction

• Describe the solution for the problem and how it will benefit the listener

Visualization

• State which actions that the listener will need to take to solve the problem and establish an expected date for completion

Action

E-mail messages

Interoffice memos

Formal business letters to owners/occupants and outside agencies

Reports on the inspections and complaint investigations

Serve as rapid communication; typically on just one subject

Communications such as e-mails and memos are considered official documents

Paper memos should have copies filed

E-mail messages should be saved in an electronic filing system

Memos and e-mail messages are subject to the Freedom of Information Act in the U.S.

Admissible into evidence during court proceedings

Short documents

Usually only two or three paragraphs

Intended to convey a single message for interoffice use

Designed to serve as a permanent record of decisions

Somewhat informal

• Direction — Assigns tasks, gives instruction, requests action
• Advice — Provides suggestions or opinions in response to a request or query
• Information — Provides details regarding a topic

At least one communicative element

• Dates
• Heading and Subject lines
• Inspector’s signature

Other items to include

• Avoid all capital or all lower case letters
• Do not include catchy�e-mail colloquialisms

Proper formatting and grammar

• Verify that they were received
• When confirmation is received, reply to confirm as well
• Save the confirmation and reply

Follow up

• Have contact information like phone numbers and mailing/street addresses in a directory
• Remember that a contact person’s e-mail address may be different from the contact information in a facility file

Keep contacts current

E-mail messages written by a public official during the performance of their duties are official documents; will be released subsequent to a request for records

Recent U.S. court rulings have declared that e-mail messages are not private or protected under a person’s First Amendment rights

Reflect on an inspector’s professionalism and credibility

Must not be misleading, threatening, rude, or poorly written

Need to be concise without sounding rude or abrupt

Must be grammatically correct and proofread, neatly formatted, and reflect a positive professional attitude

All letters sent from the organization should follow the same format

Departmental policy will dictate who signs letters

Scope of the problem and the report’s findings

Introduction

Executive summary

Supporting documents

Need to be neat in appearance and legible to the reader

Content is most important part

Information within the report must be delivered in a manner that is easily understood and not misleading or biased

A good, easy-to-use style manual can be consulted for correct word usage and punctuation

The document can become part of legal proceedings

Facility inspection files

Inspection reports, forms, checklists, and letters

Violation notices

Plans review comments, approvals, and drawings

Investigation reports

Permits and certificates of occupancy

Complaints

• Inspection records should be maintained for all properties or facilities within a jurisdiction; difficult for large jurisdictions
• Retention times for records will vary according to jurisdictional policies and procedures

Ideal

• Occupancies that possess a permit, certificate of occupancy, or license of some type
• Occupancies that contain automatic fire suppression, detection, or alarm systems
• Occupancies that contain hazardous materials or perform hazardous operations on a routine basis

Minimum criteria for records retention

Copies of all building and inspection records for that facility

Each time an inspector has contact with the owner/occupant, records of those contacts are added to the file

It is important that this file be kept as up to date as possible

Inspectors can refer to it to learn which changes have been made to the structure; how proposed changes may be affected by the previous uses of the structure

When a structure is demolished, the inspections organization or agency should maintain the records for a short period of time; then purge the files

All files and records maintained by the inspection organization or agency are considered public domain documents

Can be used to schedule, record, and file official inspection documents

Web-based systems allow access using numerous devices; Enable supplemental details like documents and pictures

Provides real and direct time access

Records can also be shared

Can connect with other entities such as third-party ITM Companies and/or Commercial Property Owners, or other municipal departments

Sharing information increases a community’s ability for compliance

How will information be filed? Retrieved?

What portion of the information will be stored in a read-only format so that records cannot be changed without authorization?

Which personnel will be given access to retrieve information from the system?

Who owns the data?

Who has access to the data?

Is personnel properly trained?

Review inspection records file Review applicable fire codes and standards

Inspection programs that demand proper preparation by the inspection staff are more likely to gain community support

Unprepared inspectors often overlook fire and life safety hazards and potential code violations

Unprepared inspectors cannot advise the owner/occupant with accurate information regarding the results of the inspection

Unprepared inspectors will be unaware of previous uncorrected violations or a pattern of repeated violations

In many cases, the inspector is the only one the owner/occupant has contact with in the inspection organization or agency

When departmental policy requires inspectors to wear a uniform, they must wear the complete uniform

Must remember that appearance is crucial in giving a positive impression

Personal protective clothing as needed

Flashlight

Hand-cleaning materials

Clipboard with inspection forms and map symbols

Electronic data collection equipment

Materials needed to make sketches and maps

Measuring tape

Camera with flash equipment

Pitot tube and gauge, hydrant wrench, and static pressure cap gauge

Reference materials

A review of the inspection records file will reveal the types of hazards that may be present at the site

Recognize potential respiratory hazards; know proper methods for using personal respiratory protection

Must be able to select the appropriate respiratory equipment and operate it correctly

Size of the facility or occupancy

Complexity of operations or processes within the occupancy

Type of inspection: regular or follow-up

Location of the facility or occupancy

Inspector’s familiarity and experience with the occupancy

Some facilities may take an entire day to inspect; several smaller ones can be inspected in the same amount of time

Scheduling is based on department policy and the number of staff

When scheduling multiple occupancies in the same day, consider the location of the inspection sites

Schedule occupancies that are in the same general area

Computer-based electronic programs can be used to schedule inspections based on type of hazard, location, or cycle

Schedules can be generated from the file along with reinspection dates, reminders of previous violations, permits, and complaints

Contact the owner/occupant

Set a mutually agreeable date/time

Record the contact information

Make the inspection information available to other inspectors

Send reminder letters

Make reminder phone calls

• Assembly occupancies
• Verify adherence to posted occupant load
• Look for locked, blocked, or obstructed exits
• Investigation of public complaints that may be time sensitive

After hours and weekend inspections

First inspection of the occupancy

• Become familiar with similar types of occupancies and the fire and life safety requirements
• Hazardous processes codes
• Emergency response reports

For a specific site, look for

• Permits that have been issued for the facility or occupancy
• Any fire and life safety complaints
• Previous inspection violations
• Specific hazards at the location that deserve special attention

General inspection practices

Inspection concerns

Photographs

Inspection forms and checklists

Inspection drawings

Building occupancy changes

Results interview

Inspection-related letters and reports

• Display current official credentials or have them immediately available for review; in many places credentials include a photo

Display identification

• Meet with the business representative
• Often an oral request is sufficient; occasionally, a written request will be needed
• If the owner/occupant denies access, the inspector will need to document this action and follow departmental protocols

State the reason for the visit

• Ask the building owner/occupant or a representative to accompany the inspector during the inspection

Invitation

• In some cases, it may be necessary to include other agencies in an inspection
• Joint inspections reduce interruptions to the owner/occupant
• Avoids the appearance of harassment that multiple inspection requests might imply

Coordinate inspections