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Fire Officer Principles and Practices 4th JBL > Ch 3-4 > Flashcards

Ch 3-4 Flashcards

(100 cards)

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1
Q

What are the five parts of the communication cycle?

A

Message, sender, medium (with noise), receiver, and feedback.

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2
Q

What is the role of the sender in the communication cycle?

A

To formulate and transmit the message clearly, ensuring the receiver understands it.

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3
Q

What is environmental noise in communication?

A

Physical or sociological conditions, like background noise or bias, that interfere with the message.

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4
Q

How can a fire officer minimize sociological noise?

A

Avoid power struggles, be serious, control emotions, use clear words, and seek feedback.

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5
Q

What is active listening?

A

A conscious process of giving full attention to the speaker, using eye contact and verbal engagement.

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6
Q

What are five techniques to improve listening skills?

A

Don’t assume, don’t interrupt, understand the need, avoid quick reactions, stay focused.

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7
Q

What are key points for emergency incident communications?

A

Be direct, speak clearly, use plain English, avoid noise sources, and use NIMS terminology.

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8
Q

What is the communications order model?

A

A method to transmit clear orders, ensuring the receiver repeats and confirms understanding.

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9
Q

What should an initial situation report to dispatch include?

A

Company ID, incident description, conditions, actions, strategy, safety concerns, command, and resources.

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10
Q

What are Project Mayday’s findings on mayday calls?

A

87% involve communication breakdowns; 54% of mayday calls are missed the first time.

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11
Q

What are three areas a fire officer must keep the battalion chief informed about?

A

Progress on goals, controversial matters, and fire fighter attitudes/morale.

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12
Q

Why should fire fighters report bad news immediately?

A

To allow quick corrective action, preventing escalation in administrative or emergency settings.

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13
Q

What is the grapevine in a fire department?

A

An informal communication system that spreads rumors, often due to lack of official information.

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14
Q

What are the general supervisory responsibilities of a fire officer?

A

Set direction, ensure quality work, manage workload, maintain safety, hold accountability, develop members.

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15
Q

What is a grievance?

A

A dispute or complaint about the interpretation or violation of a labor agreement or regulation.

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16
Q

What is the purpose of a grievance procedure?

A

To resolve disputes through a structured process, ideally at the lowest level possible.

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17
Q

What are the steps in a sample grievance procedure?

A

Step 1: Verbal complaint; Step 2: Written grievance; Step 3: Second-level review; Step 4: Fire chief review.

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18
Q

What are the five steps in the decision-making process?

A

Define the problem, generate solutions, select a solution, implement, evaluate results.

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19
Q

Why is defining the problem crucial in decision making?

A

A well-defined problem is half-solved; poor definitions waste time and effort.

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20
Q

What are the eight steps for brainstorming solutions?

A

Write problem, set time limit, scribe ideas, no commenting, select top ideas, set criteria, rate solutions, choose highest score.

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21
Q

How should a fire officer implement a solution?

A

Gain buy-in, assign tasks, use a project plan, set deadlines, and consider a plan B.

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22
Q

What is involved in evaluating a solution’s results?

A

Measure original vs. new conditions, check for unintended issues, adjust plan if needed.

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23
Q

What is the fire officer’s role in supervising a single company?

A

Lead operations, evaluate effectiveness, mitigate problems, and relay information to command.

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24
Q

What is unity of command in emergency operations?

A

Ensuring each person has one supervisor to avoid confusion and delays.

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25
What is the ideal span of control in emergency operations?
Three to seven people or resources, depending on incident complexity.
26
Why are SOPs important in emergency operations?
They provide a consistent framework for efficient and safe task completion.
27
What are the roles of command staff assignments?
Incident safety officer, liaison officer, and public information officer, reporting to the IC.
28
How should a fire officer supervise inexperienced crews?
Provide close supervision, especially in high-risk tasks or IDLH environments.
29
What is the four-step method for job instruction training?
Prepare, present, apply, evaluate.
30
What are the four levels of fire fighter skill competence?
Unconscious incompetence, conscious incompetence, conscious competence, unconscious competence.
31
What is mentoring in the fire service?
A one-on-one process where an experienced person instructs, coaches, and advises a less experienced person.
32
What are the four psychomotor skill levels?
Initial, plateau, latency, mastery.
33
What should a fire officer do at the first meeting with a trainee?
Explain alarm procedures, assign a mentor, and describe training restrictions.
34
What are four federal regulations governing fire fighter training?
OSHA Bloodborne Pathogens, HAZWOPER, Respiratory Protection, HSPD-5.
35
What are the five steps to develop a training program?
Assess needs, establish objectives, develop program, deliver training, evaluate impact.
36
What is a behavioral objective in training?
A statement of desired behavior, conditions, and performance measure (e.g., deploy ladder in 2 minutes).
37
How should a fire officer evaluate a training program?
Check for behavior change, assess time value, and improve instructional methods.
38
What is a complaint in the fire service?
An expression of grief, regret, pain, censure, or resentment, often tied to a conflict.
39
What is a conflict?
A state of opposition between parties, often manifesting as a complaint.
40
What are the four types of conflict a fire officer may face?
In-house issues, internal departmental issues, external issues, high-profile incidents.
41
What is the four-step conflict resolution model?
Listen and take notes, paraphrase and get feedback, do not explain/excuse, investigate.
42
What are the four possible actions after an investigation?
No action, recommend complainant’s action, suggest alternative, refer to appropriate office.
43
What is a psychological contract?
Unwritten mutual expectations between employee and employer, influencing attitude and performance.
44
What is Michael Taigman’s conflict resolution model?
Drain emotional bubble, understand viewpoint, help feel understood, identify resolution expectations.
45
What are warning signs of stress-related issues in fire fighters?
Isolation, disturbed sleep, irritability, decreased interest, reckless behavior.
46
What are signs of substance abuse in fire fighters?
Mood swings, isolation, anxiety, missing work, changes in diet or appearance.
47
What are five essential conversations for fire fighter marriages?
Reentry time, harshness/humor, tough runs, fix-it mentality, prioritize family.
48
What are three reasons fire fighters face financial problems?
Greater personal debt, stagnant purchasing power, slow recession recovery.
49
What is moral injury in fire fighters?
Damage to conscience from acts that transgress moral beliefs, e.g., opioid epidemic challenges.
50
What is an employee assistance program (EAP)?
A program offering counseling for issues like substance abuse, marital problems, or stress, maintaining confidentiality.
51
What is the role of a fire officer in the community?
Official representative ensuring the fire department addresses community needs.
52
Why is the fire station important to the community?
It’s a primary contact point for local government services and a symbol of safety.
53
How often does the U.S. census occur?
Every decade, providing demographic data for community analysis.
54
What are demographics?
Characteristics of populations (age, race, sex, income, education) used to identify needs.
55
How can demographic data be used by fire departments?
To tailor services and messages to community characteristics, like language or culture.
56
Why is cultural sensitivity important in fire department responses?
To avoid overwhelming or offending residents with different customs during emergencies.
57
How can fire departments improve communication in non-English communities?
Encourage multilingual fire fighters, offer language classes, or use immersion programs.
58
What is community risk reduction (CRR)?
A process to identify, prioritize, and mitigate local risks to reduce emergency impacts.
59
How does CRR differ from traditional fire prevention?
CRR takes a comprehensive, all-hazards approach beyond just fire prevention.
60
What are the six steps of developing a CRR program?
Identify risks, prioritize risks, develop strategies, prepare plan, implement plan, monitor/evaluate/modify.
61
How can a fire officer identify community risks?
Analyze incident data from records management systems (RMS) or geographic information systems (GIS).
62
What factors are considered when prioritizing risks?
Severity, frequency, duration, likelihood, response capacity, and economic impact.
63
What are the Five Es of prevention in CRR?
Education, engineering, enforcement, economic incentives, emergency response.
64
What is the education strategy in CRR?
Changing behavior through teaching about fire and emergency prevention/response.
65
What is an example of the engineering strategy in CRR?
Using technology like smoke alarms or child-resistant caps to improve safety.
66
What is the enforcement strategy in CRR?
Using fire and building codes to maintain safety in the built environment.
67
What is an economic incentive in CRR?
Financial rewards (e.g., tax credits for sprinklers) or penalties (e.g., fines for no smoke alarms).
68
Why is emergency response important in CRR?
A well-trained, responsive force tailored to community needs reduces incident impact.
69
What is a risk assessment in CRR?
Identifying and prioritizing potential risks within a community.
70
What NFPA standard guides CRR?
NFPA 1300, Standard on Community Risk Assessment and CRR Plan Development.
71
Who should be involved in preparing a CRR plan?
Fire fighters, public safety personnel, community groups, and external stakeholders.
72
What are the six strategies for implementing a CRR plan?
Allocate resources, set timeline, assign responsibilities, communicate goals, monitor progress, adjust as needed.
73
How can the impact of a CRR program be measured?
By reduced 911 call frequency, lower incident severity, and improved quality of life.
74
What is public education in the context of CRR?
Fire and life safety education to prevent losses and teach appropriate emergency reactions.
75
What are some topics covered in public education programs?
Stop, Drop, and Roll; smoke alarm maintenance; fall prevention; wildland fire prevention.
76
What is the purpose of fire station tours in public education?
To promote fire prevention and engage the community with safety education.
77
What groups are typically targeted for public education?
School classes, scout troops, senior citizens, civic organizations, and business employees.
78
What is the Community Emergency Response Team (CERT)?
A program training residents to assist in disasters, developed by the LAFD in 1985.
79
What is the goal of CERT training?
To enable residents to provide immediate assistance and disaster intelligence post-catastrophe.
80
What topics are covered in CERT Session 1: Disaster Preparedness?
Community hazards, family preparedness, CERT overview, and local volunteer laws.
81
What does CERT Session 2: Fire Suppression focus on?
Fire chemistry, hazards, suppression strategies, and safe extinguisher use.
82
What is taught in CERT Session 3: Medical Operations, Part I?
Diagnosing/treating airway obstruction, bleeding, and shock using triage techniques.
83
What skills are covered in CERT Session 5: Light Search-and-Rescue?
Search-and-rescue planning, size-up, techniques, and rescuer safety.
84
How does CERT Session 7: Case Review and Disaster Simulation work?
Participants practice skills from prior sessions in a simulated disaster scenario.
85
How should a fire officer handle public inquiries?
Treat requests professionally, answer fully, or seek information if unknown.
86
What should a fire officer do if they lack authority to address an inquiry?
Provide contact information for the appropriate level or forward the request.
87
Why is follow-up important after referring a citizen inquiry?
To ensure the citizen is contacted and reinforce the issue’s importance.
88
What are three types of citizen concerns a fire officer may face?
Fire fighter conduct, fire company performance, fire department policy.
89
How should a fire officer respond to a citizen concern?
Listen actively, take notes, be empathetic, avoid promises outside authority.
90
What should a fire officer do with a citizen complaint?
Document facts, forward to the appropriate level, inform supervisor.
91
What is the difference between customer service and customer satisfaction?
Customer service fixes problems; satisfaction meets customer expectations.
92
What is an explicit customer expectation?
A clear expectation, e.g., 'I called for an ambulance, why did a fire truck respond?'
93
What is an implicit customer expectation?
An assumed expectation, e.g., 'The fire will be quickly extinguished.'
94
What is a static performance expectation?
Based on published data, e.g., expecting a 6-minute, 30-second response time.
95
What is a dynamic customer expectation?
Evolves with experience, e.g., 'Drive me to the hospital instead of calling 911.'
96
What is an interpersonal customer expectation?
Based on interactions, e.g., 'Fire fighters were great at keeping my kids calm.'
97
Why is customer service critical in public safety?
Citizens are often met on their worst days, requiring sensitivity to maintain satisfaction.
98
What was the Worcester Project’s approach to reducing stovetop fires?
Education on fire-safe cooking and engineering with temperature-limiting stove elements.
99
What economic impact did the Phoenix Fire Department’s interventions have?
Saved 7446 jobs, $650M in gross state product, and $35M in state tax revenue.
100
What is the Vision 20/20 Fire Safety Materials Generator?
An online tool to customize fire safety messages, pictures, and designs for communities.

Fire Officer Principles and Practices 4th JBL (7 decks)

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