What can HR and business leaders learn from paramedics who make life-and-death decisions every day?

In this episode of HR Unlocked, Lisa Oakley sits down with Ross Aitken, Clinical Operations Manager at Northern Rescue, and Mark Quin, Secretary of the New Zealand Ambulance Association.

Together they explore leadership under pressure, resilience, decision-making in high-stakes environments, and what a truly constructive employer-union relationship looks like in practice.

Drawing on decades of experience in emergency services, Ross and Mark share practical insights on staying calm in crisis, valuing highly skilled workforces, and creating partnerships that deliver better outcomes for organisations, employees, and the communities they serve.

What You'll Learn

• How paramedics make decisions in high-pressure situations

• Practical lessons leaders can apply when navigating workplace crises

• Why adaptability and course-correction are critical leadership skills

• The importance of trust in employer-union relationships

• How regular communication prevents conflict and builds partnership

• Why workforce value goes beyond pay alone

• Lessons in resilience, leadership, and emotional regulation

Key Takeaways

• Great leaders stay calm, adaptable, and focused under pressure

• Trust is built through consistent communication and follow-through

• Strong employer-union relationships create better outcomes for everyone

• Workforce retention starts with genuinely valuing people

• Sometimes the most important leadership skill is knowing when to pause and reassess

About Ross Aitken & Mark Quin

Ross Aitken is Clinical Operations Manager at Northern Rescue, leading highly skilled aeromedical and rescue teams across New Zealand's upper North Island.

Mark Quin is Secretary of the New Zealand Ambulance Association, representing ambulance professionals across New Zealand and advocating for workforce wellbeing, capability, and sustainable employment outcomes.

Why This Episode Matters

Whether you're leading a team, managing workplace challenges, or navigating complex stakeholder relationships, this episode offers practical leadership lessons from professionals who operate in some of the highest-pressure environments imaginable.

Resources & Links

• Northern Rescue: https://www.nrhl.co.nz/
• New Zealand Ambulance Association: https://www.nzambulance.org.nz/

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