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What is the Chain of Command? Well in any organisation there is a structure. In STF we operate an In Character and Out of Character Chain of Command based on the positions we occupy.
In character on a ship a JO should report to a DH, that DH should report to the XO, the XO to the CO and the CO to Starfleet Command. The Chain of Command operates as a two way filter. Orders filter down and information filters upwards. The DH is the first step in the link and they will pass the information up to the XO. The XO effectively then filters the information from the DH's decides what is important to pass onto the Captain and does so. In Character it should be rare that the XO cannot handle all but the most serious of problems before involving the Commanding Officer. As CO you will manage the ship and report on her effectiveness to Star-fleet Command. You will receive your orders from them and report on your mission progress to Command.
There is a clear chain of command for OOC work in STF too. Technically it follows much the same process as the In Character chain of command. Your JO's and DH's will report to the XO. Both the GM and XO will report to you. Sometimes a person lower down the chain might circumvent the XO and report to you directly. This is an activity you should discourage. Ask to be copied in on all communication concerning your ship where possible.
As a CO in a fleet you are responsible for your own ship and its' performance. You will report to your Fleet Commander (FComm) and the Assistant Fleet Commander (AFComm). You should seek support and advice from your Fleet Commander. They are there to help you and your ship. The Fleet Commander will report to the President ultimately. Make sure you utilise this resource. Don't feel that you are alone in your problems.
You won't get in trouble for using the chain of command. Establishing good communications is essential.
One thing you will get used to is admin requirements of being a CO. Fleet Reports are mandatory and there is no reason not to submit your reports. These reports will inform those above you in the chain of command as to your progress and that of your ship. They are vital and must be completed. There are three reports required from your ship in total, one from the CO, one from the XO and one from the GM. Remind your command staff. A lack of reports reflects badly on your ship and therefore on you!
There are times when people just don't get on. You will find someone is complaining or has an issue. Sometimes by the time that the issue gets to you it will be quite heated. Tempers can fray and people can get very upset.
Make sure that you stay calm and collected. Think about the following stages:
Make sure you respond to the person sending the email saying that you have received the information and are looking into it. If someone tries to complain to you via IM, always ask them to send an email with the details in for official purposes. This is your record. Don't commit to the complaint or agree with it. You must remain impartial. Agree to look into the matter further and, if possible, give a date when you will be back in touch with an update. Explain the situation if there is going to be a delay. Be polite, be clear and be understanding. Never agree with the problem until you have looked into the matter further. Remember to tell the person not to discuss this matter on the ship.
Is this an issue you can really deal with yourself? Can you make a judgment or a decision? Is this something simple or is this complex? Is this just miscommunication? Take your time; don't run into a hasty decision. Discuss the problem with your XO and get their input. They may have some a different view point or information. Finally, always feel free to approach the FComm for further advice. Remember to safe guard your evidence chain. This may be important later.
Contact the other participants in the problem, if required. Always be polite and be professional. Remember you could be dealing with hurt feelings or people who did not even know there was an issue. Try to get their side of the story and any supporting evidence. Be patient and be understanding. Remember what one person sees as an insult another might take as a compliment. Once more remind the participants that they should not discuss this matter on the ship.
Look at the evidence. Can you see what the cause of the problem is? Sometimes it can be something really small and simple that has hurt feelings. Never belittle the complaint. Always ask for discretion when discussing evidence with your XO or the FComm. It will do no-one any good to have rumours starting. If you need to send your evidence on this is when you need to make sure you have all the emails and logs you will require.
With the help of the previous four points and discussions you should be in a position to understand the problem and its cause. With this information you must make the decision as to whether you can handle this problem yourself or the problem should be handed upwards for the FComm to officially review. Remember to be calm, courteous, understanding and impartial. Your decision must be the best for the ship. Your personal feelings must not enter into this situation. 95% of all conflicts can be resolved at your level with no more than some sympathy and understanding. It is rare a conflict will become more, but in the end you have the authority to remove someone from the ship. Although not a move you should consider lightly, it is a power a CO has.
You are the CO. You are responsible for your ship and the happiness of your crew. Never ignore problems as they will only grow and become serious issues. Worse someone may think you don't care.
Remember the following. Listen. Understand. Be Fair. Be Decisive.