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/ 

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
<ul>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;How paramedics make decisions in high-pressure situations&quot;}],&quot;base64Encoded&quot;:&quot;AQHtquGvAQAEAQl0ZXh0QmxvY2s5SG93IHBhcmFtZWRpY3MgbWFrZSBkZWNpc2lvbnMgaW4gaGlnaC1wcmVzc3VyZSBzaXR1YXRpb25zAA==&quot;}" data-monday-block-id="4d077060-011e-4bc4-815f-3352d19582b2" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
How paramedics make decisions in high-pressure situations
</li>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;Practical lessons leaders can apply when navigating workplace crises&quot;}],&quot;base64Encoded&quot;:&quot;AQGPh7mgBQAEAQl0ZXh0QmxvY2tEUHJhY3RpY2FsIGxlc3NvbnMgbGVhZGVycyBjYW4gYXBwbHkgd2hlbiBuYXZpZ2F0aW5nIHdvcmtwbGFjZSBjcmlzZXMA&quot;}" data-monday-block-id="f326f084-38f0-4f87-8a80-b542e2e17b8f" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
Practical lessons leaders can apply when navigating workplace crises
</li>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;Why adaptability and course-correction are critical leadership skills&quot;}],&quot;base64Encoded&quot;:&quot;AQGz/Jj1CwAEAQl0ZXh0QmxvY2tFV2h5IGFkYXB0YWJpbGl0eSBhbmQgY291cnNlLWNvcnJlY3Rpb24gYXJlIGNyaXRpY2FsIGxlYWRlcnNoaXAgc2tpbGxzAA==&quot;}" data-monday-block-id="40d57541-778d-4d83-b8fa-d57b06b33429" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
Why adaptability and course-correction are critical leadership skills
</li>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;The importance of trust in employer-union relationships&quot;}],&quot;base64Encoded&quot;:&quot;AQHpgZuYDQAEAQl0ZXh0QmxvY2s3VGhlIGltcG9ydGFuY2Ugb2YgdHJ1c3QgaW4gZW1wbG95ZXItdW5pb24gcmVsYXRpb25zaGlwcwA=&quot;}" data-monday-block-id="896cc655-4bf5-4356-a43b-a9c5b011f009" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
The importance of trust in employer-union relationships
</li>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;How regular communication prevents conflict and builds partnership&quot;}],&quot;base64Encoded&quot;:&quot;AQGtu9ezAQAEAQl0ZXh0QmxvY2tCSG93IHJlZ3VsYXIgY29tbXVuaWNhdGlvbiBwcmV2ZW50cyBjb25mbGljdCBhbmQgYnVpbGRzIHBhcnRuZXJzaGlwAA==&quot;}" data-monday-block-id="be342f67-43c5-4a54-a06d-4e1aa10adc47" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
How regular communication prevents conflict and builds partnership
</li>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;Why workforce value goes beyond pay alone&quot;}],&quot;base64Encoded&quot;:&quot;AQHm373/CgAEAQl0ZXh0QmxvY2spV2h5IHdvcmtmb3JjZSB2YWx1ZSBnb2VzIGJleW9uZCBwYXkgYWxvbmUA&quot;}" data-monday-block-id="352ed4c4-aa0f-4946-8c94-5cc3a9bf75f9" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
Why workforce value goes beyond pay alone
</li>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;Lessons in resilience, leadership, and emotional regulation&quot;}],&quot;base64Encoded&quot;:&quot;AQH18quGDgAEAQl0ZXh0QmxvY2s7TGVzc29ucyBpbiByZXNpbGllbmNlLCBsZWFkZXJzaGlwLCBhbmQgZW1vdGlvbmFsIHJlZ3VsYXRpb24A&quot;}" data-monday-block-id="8bfb5e24-5807-421b-b494-e93869890d9e" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
Lessons in resilience, leadership, and emotional regulation
</li>
</ul>
Key Takeaways
<ul>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;Great leaders stay calm, adaptable, and focused under pressure&quot;}],&quot;base64Encoded&quot;:&quot;AQHB6bPHDgAEAQl0ZXh0QmxvY2s+R3JlYXQgbGVhZGVycyBzdGF5IGNhbG0sIGFkYXB0YWJsZSwgYW5kIGZvY3VzZWQgdW5kZXIgcHJlc3N1cmUA&quot;}" data-monday-block-id="35edc61f-9c87-4506-baa0-66b1024cf669" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
Great leaders stay calm, adaptable, and focused under pressure
</li>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;Trust is built through consistent communication and follow-through&quot;}],&quot;base64Encoded&quot;:&quot;AQGfmMZbAAQBCXRleHRCbG9ja0JUcnVzdCBpcyBidWlsdCB0aHJvdWdoIGNvbnNpc3RlbnQgY29tbXVuaWNhdGlvbiBhbmQgZm9sbG93LXRocm91Z2gA&quot;}" data-monday-block-id="f72c2cec-4a34-47c8-8646-32ecacbc3043" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
Trust is built through consistent communication and follow-through
</li>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;Strong employer-union relationships create better outcomes for everyone&quot;}],&quot;base64Encoded&quot;:&quot;AQH+hOGbDAAEAQl0ZXh0QmxvY2tHU3Ryb25nIGVtcGxveWVyLXVuaW9uIHJlbGF0aW9uc2hpcHMgY3JlYXRlIGJldHRlciBvdXRjb21lcyBmb3IgZXZlcnlvbmUA&quot;}" data-monday-block-id="54e2fa16-8b18-4e17-9e6d-5a65a447d786" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
Strong employer-union relationships create better outcomes for everyone
</li>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;Workforce retention starts with genuinely valuing people&quot;}],&quot;base64Encoded&quot;:&quot;AQGdx5L1AgAEAQl0ZXh0QmxvY2s4V29ya2ZvcmNlIHJldGVudGlvbiBzdGFydHMgd2l0aCBnZW51aW5lbHkgdmFsdWluZyBwZW9wbGUA&quot;}" data-monday-block-id="f3e6084c-985e-4dcb-84f8-b580d4c83ff3" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
Workforce retention starts with genuinely valuing people
</li>
<li data-monday-block-type="5" data-monday-block-content="{&quot;alignment&quot;:&quot;left&quot;,&quot;direction&quot;:&quot;ltr&quot;,&quot;deltaFormat&quot;:[{&quot;insert&quot;:&quot;Sometimes the most important leadership skill is knowing when to pause and reassess&quot;}],&quot;base64Encoded&quot;:&quot;AQHU7cfNBQAEAQl0ZXh0QmxvY2tTU29tZXRpbWVzIHRoZSBtb3N0IGltcG9ydGFudCBsZWFkZXJzaGlwIHNraWxsIGlzIGtub3dpbmcgd2hlbiB0byBwYXVzZSBhbmQgcmVhc3Nlc3MA&quot;}" data-monday-block-id="ec9769be-4554-4dba-9e5e-170a1c8bf0f2" data-monday-block-collapsed="undefined" data-monday-block-is-collapsed-header="undefined">
Sometimes the most important leadership skill is knowing when to pause and reassess
</li>
</ul>
About Ross Aitken &amp; 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 &amp; Links
<ul>
<li>Northern Rescue: <a href="https://www.nrhl.co.nz/">https://www.nrhl.co.nz/</a>&nbsp;</li>
<li>New Zealand Ambulance Association: <a href="https://www.nzambulance.org.nz/">https://www.nzambulance.org.nz/</a>&nbsp;</li>
</ul>

HR Unlocked with Lisa Oakley is a leadership conversation series where thoughtful HR and business leaders share lived experience on people, risk, culture, and compliance. It is designed for business owners, senior leaders, and HR professionals across Australasia to learn from real decisions and leadership judgment. The show is a platform to honour the contribution of leaders willing to share their experience.

HR Unlocked with Lisa Oakley is a leadership conversation series where thoughtful HR and business leaders share lived experience on people, risk, culture, and compliance. It is designed for business owners, senior leaders, and HR professionals across Australasia to learn from real decisions and leadership judgment. The show is a platform to honour the contribution of leaders willing to share their experience.