What causes poor customer service? You might be surprised.

Written specifically for the fire service, this book features educational theory that is presented in a practical manner. Whether you're an aspiring instructor or have been teaching for years, it will provide you with the background, knowledge and tools you need to become an informed instructor. KEY TOPICS: Ideas for developing your own curriculum. Case studies and real-life examples taken from the author's own experience as an instructor in the fire service. Easily accessible resources, including contact information for national and international fire associations, professional organizations, periodicals, and internet links. Fire Service professionals.

Revised and Updated - 2010 with new resources and dedications. In May, 1997, Randy and Helen Baldwin eagerly welcomed their third child, Jeffrey, as did his older siblings, Matthew and Katie. Jeffrey's arrival, unplanned but greatly anticipated, sparked a few adjustments in this family long removed from diaper duty, but Jeffrey was obviously a special gift. Eight weeks later, life took a completely unexpected downward spiral into the depths of despair when Jeffrey was diagnosed with Spinal Muscular Atrophy (SMA), a rare, progressive genetic neuromuscular disease with deadly ramifications. The neurologist handed over the utterly devastating news that Jeffrey had a severe case of the most destructive form without a morsel of hope that anything could be done to thwart the effects of the killer disease. Faced with the nightmare that their baby was expected to die within two years and that there was no treatment or cure, Randy and Helen took their faith in God to a higher level and embarked on a quest to defy SMA and its stranglehold on their precious baby's life. They sought the expertise of alternative practitioners and relentlessly relied on prayers for Jeffrey's health and for strength, courage, and wisdom for themselves and their family. The Jeffrey Journey is the story of how one family - with friends and family, prayer, and God's grace - rose to the challenge of caring for a dying child as they also realized the countless blessings left by their angel.