Ch 3. Management

Question 1

_____ is the glue that holds an organization together on a day-to-day basis. It is what enables an organization to achieve its goals, efficiently and effectively, with the necessary staff, equipment, and resources. (29)

Answer 1

Management

Question 2

_____ provide vision and are change agents for an organization, whereas _____ supervise and facilitate the work of others within the organization. (29)

Answer 2

Leaders; Managers

Question 3

4 main responsibilities of management: (29)

Answer 3

a) planning
b) organizing
c) directing
d) controlling

Question 4

_____ includes creating and defining goals, and making important decisions and establishing strategic plans to achieve these goals. (29)

Answer 4

Planning

Question 5

without proper _____ and implementation, the change required to meet new goals can be painful for the organization, its members and its customers. (29)

Answer 5

planning

Question 6

_____ is the process of determining what tasks need to be done and who is to perform these tasks. (29)

Answer 6

Organizing

Question 7

The _____ determines the organizational structure (who reports to whom) and which parts of the organization responds to day-to-day problems. (29)

Answer 7

manager

Question 8

A good organizational chart indicates ____ and ____. (29)

Answer 8

the major groups and who they report to for direction

Question 9

_____ the organization involves many tasks such as motivating staff, supervising staff, communicating with members, spotting noncompliance, administering appropriate disciplinary action and resolving conflicts. These actions are what most people think of when they picture a manager. (29)

Answer 9

Directing

Question 10

_____ refers to monitoring performance, measuring outcomes and progress toward goals, and making any adjustments necessary to keep the agency moving toward those goals. As part of this process, managers also provide feedback for future planning. (29)

Answer 10

Controlling

Question 11

Many experts believe that a person’s _____ holds all of the acquired knowledge, ethical values, past experiences, training, and skills that are used for complex problem solving. (29)

Answer 11

subconscious mind

Question 12

It is always better when making an important decision to “_____” if possible and allow the subconscious mind to process the information. (29)

Answer 12

sleep on it

Question 13

The _____ is the initial model of command used at local emergency incidents. (29)

Answer 13

Incident Command System

Question 14

With the exception of large disasters, all emergencies start as _____. (29)

Answer 14

local emergencies

Question 15

_____ provides the template for incident management. (29)

Answer 15

NIMS

Question 16

The _____ provides structure and mechanisms for national-level policies. (29)

Answer 16

National Response Framesork

Question 17

A NIMS-compliant Incident Command System should be used _____. (29)

Answer 17

on every incident involving more than one resource.

Question 18

Initial command is initiated by _____. (29)

Answer 18

the first arriving unit

Question 19

_____ comes from experiences and acquired knowledge. (30)

Answer 19

intuition

Question 20

The key to success in any field is, to a large extent, a matter of training, education, and about _____ hours of professional experience. (30)

Answer 20

10,000

Question 21

_____ can be acquired from others through the review of case studies and writings of those with years of experience. (30)

Answer 21

Experience

Question 22

_____ allows managers to gain knowledge of difficult situations without having to put themselves or their staff in danger. (30)

Answer 22

Learning from others

Question 23

_____ occurs when individuals collectively study and make a choice from the potential realistic options. (30)

Answer 23

Group decision-making

Question 24

The _____ provides a definition of the problem, some background information, and any limitations on the group’s decisions. (30)

Answer 24

chief manager

Question 25

When the final decision directly impacts organizational activities, members' benefits, or performance benchmarks, _____ may make acceptance easier, especially when sacrifice is required. (30)

Answer 25

group decision-making

Question 26

One of the major reasons noted for bad decisions made by management is _____. (30)

Answer 26

lack of information

Question 27

Group members need to be selected carefully based on their openness to discussion, absence of bias, and _____. (30)

Answer 27

ability to come up with rational solutions

Question 28

The advantage of increased acceptance is lost if members believe the decision-making process was _____. (30)

Answer 28

manipulated

Question 29

Groups of _____ members seem to be the most effective size for timely group decision-making. (30)

Answer 29

5-15

Question 30

Ideally, at least _____ meetings should be in person. (30)

Answer 30

half of all

Question 31

_____ are responsible for communicating any limitations of resources or other relevant limitations to the group members. (30)

Answer 31

Managers

Question 32

In the process of _____, members may suggest any solutions without initial judgments; this is essentially a technique to generate ideas. (31)

Answer 32

brainistorming

Question 33

_____ input should be arranged if possible, to encourage those members who may not want to publicly advocate their ideas for fear of criticism. (31)

Answer 33

Anonymous

Question 34

Only ideas- not _____- should be allowed during brainstorming. (31)

Answer 34

criticism

Question 35

Only through _____ does real change occur in organizations. (32)

Answer 35

questioning the status quo

Question 36

The _____ is someone who thinks outside the box, is a risk taker, and is not afraid of change. He is a true leader who may lead the department through substantial, controversial, or progressive changes. (32)

Answer 36

devil's advocate

Question 37

To express one's concerns without angering others, it is best to keep focus on _____ and how alternate solutions may _____. (32)

Answer 37

how the customer, member, or department will benefit from the new policy or decision and how alternate solutions may be harmful for the safety of the customer or efficiency of the department.

Question 38

_____ is a valuable exercise to make other group members justify their support of a new or old idea. (32)

Answer 38

Playing devil's advocate

Question 39

Consensus may be reached by unanimous decision-making, a simple majority, or a ______ (NFPA requiring 2/3 majority and US Senate requiring a 3/5 majority), with _____ being preferable. (32)

Answer 39

specified majority; a majority consensus

Question 40

Many decisions do not consider the future, and therefore it is common to have ____. (32)

Answer 40

unintended consequences

Question 41

Poor results can be caused by failure to focus on the customer or department goals, or by _____. (33)

Answer 41

lack of leadership or preparation

Question 42

Because meetings occur in a nonemergency setting, the group has plenty of time to discuss and analyze all possible actions, often resulting in the tendency to _____. (33)

Answer 42

overthink the problem and make it more complicated than necesarry

Question 43

Managers can help avoid this situation, _____, by providing clear direction and limitations. (33)

Answer 43

minority domination

Question 44

_____ considerations have led a few organizations to create alternative departmental structures, but this is rare. (33)

Answer 44

Budgetary

Question 45

The department is organized by a principle called _____ - the idea that each individual reports to only one manager. (33)

Answer 45

unity of command

Question 46

_____ becomes even more critical at large incidents where there are several different departments providing mutual aid. (34)

Answer 46

Unity of command

Question 47

In national emergencies, the _____ is used to ensure unity of command at catastrophic emergency incidents. (34)

Answer 47

NIMS

Question 48

Making anything a _____ is more likely to result in it being done and done correctly. (34)

Answer 48

routine

Question 49

_____ is the process of a manager instructing the members under his authority to accomplish an organizational objective. (34)

Answer 49

Directing

Question 50

Directing can occur through _____ or _____ and varies with the objective to be accomplished. (34)

Answer 50

direct supervision or voluntary compliance

Question 51

When members are ____ and ____, enforcement methods are seldom needed. (34)

Answer 51

motivated and informed

Question 52

_____ are the backbone of directing. They achieve consistency by ensuring that all managers are following the same guidelines. (34)

Answer 52

Rules and regulations

Question 53

In creating an agency's SOPs, a manager should strive to _____ and _____. (34)

Answer 53

limit the number of SOPs required and to ensure that they are simple and easy to understand.

Question 54

Ideally, members should be motivated to the point the _____. (34)

Answer 54

they no longer need direct supervision

Question 55

_____ members are more inclined to cooperate, complete tasks willingly, and follow departmental rules than dissatisfied or unmotivated members. (34)

Answer 55

Motivated

Question 56

If a potential policy would be met with a great deal of opposition, _____ may help smooth its acceptance. (35)

Answer 56

incentives

Question 57

Studies show that ___ and ___ have a more lasting impact on output than raises or bonuses. (35)

Answer 57

recognition and status

Question 58

It is often ____ who are the most vulnerable to boredom and frustration. Money may not be effective motivation for them; instead they may be looking for __3__. (35)

Answer 58

the smartest employees; 1) increased responsibilities 2) challenging work 3) professional growth opportunities

Question 59

_____ can easily lower morale and upset other members of the organization. (35)

Answer 59

Promoting the wrong person

Question 60

Promotions should be evaluated base on clearly defined ____ and ____ of the new position. (35)

Answer 60

requirements and responsibilities

Question 61

_____ is the management function that ensures completion of all steps to accomplish the organization's goals and provide feedback on any unintended consequences. (35)

Answer 61

Conrolling

Question 62

To be an effective manager, helpful ___ and ___ are necessary. (35)

Answer 62

criticism and suggestions for imporvment

Question 63

If managers do not ____, there would be no way to know if policies, plans, and procedures are being achieved correctly and on time. (35)

Answer 63

control

Question 64

The control process is made up of 3 steps: (35)

Answer 64

1) measuring performance 2) comparing the performance results to a standard 3) taking corrective action

Question 65

Managers must determine the _____ to avoid unintended consequences. (36)

Answer 65

correct outcome to measure

Question 66

Outcomes can be measured ____ (a specific number); ____ (yes or no); ____ (no absolute answer but a general measure of several different criteria). (36)

Answer 66

quantitatively; categorically; qualitatively

Question 67

When a manager finds it is necessary to take corrective action, the first step may be ____. (36)

Answer 67

a feedback session with the employee

Question 68

Feedback can help correct the performance of an individual or _____. (36)

Answer 68

identify problems with a policy

Question 69

Regular _____ can be used for managers to get complete and honest information. (36)

Answer 69

feedback meetings

Question 70

The goal of feedback meetings is to discuss the concern and ____. (36)

Answer 70

possible solutions

Question 71

The feedback session should end with a clear understanding of ___ and ____. (36)

Answer 71

the issue and any solutions necessary

Question 72

When feedback sessions ____, disciplinary action may be required. (37)

Answer 72

do not provide the desired result

Question 73

For a disciplinary system to be effective, a manager should be appointed as the point person on all disciplinary issues; selection should be based on an exceptional reputation of ____. (37)

Answer 73

ethical behavior in the manager's personal and professional life.

Question 74

Having ____ negates any unfair actions by subordinate officers and ensures consistency. (37)

Answer 74

one person ultimately responsible for all discipline

Question 75

Chief officers should watch for violations of the rules and regulations by ____. (37)

Answer 75

walking around to visit stations and emergency incidents

Question 76

The manager should aim to be ____ in applying disciplinary action. (37)

Answer 76

fair and consistent

Question 77

_____ is a quality improvement tactic that was first extensively used in Japan's auto industry. It was created under the assumption that customers are more likely to buy products that are high in quality. Therefore, this tactic strives for the goal of 100% perfection. (38)

Answer 77

Total Quality Management

Question 78

In selling new ideas, ____ is extremely important. (38)

Answer 78

confidence

Question 79

_____ helps managers gain vital knowledge about the support or opposition to their proposals. It also helps define any problems, which is the first step of solving any management difficulties. (38)

Answer 79

Listening

Question 80

7 traits associated with leadership: (38)

Answer 80

1) Drive 2) Desire to lead 3) Honesty and integrity 4) Self-confidence 5) Intelligence 6) Job-related knowledge 7) Extraversion

Question 81

Managers can be leaders by _____. (39)

Answer 81

setting a positive example for others to follow

Question 82

By serving as ____, managers can gain voluntary compliance of members. (39)

Answer 82

a role model

Question 83

_____ can help managers create a positive reputation and gain the trust of their staff. (39)

Answer 83

Leading by example

Question 84

_____ is not appropriate for FES organizations, which require direct supervision and adherence to rules and regulations for efficiency and consistency of the overall emergency response. (39)

Answer 84

Broad-based empowerment

Question 85

People who believe they are a part of the decision-making process tend to be ____. (39)

Answer 85

more productive and content

Question 86

The individuals within a fire or emergency service often do not have _____ to be able to make appropriate decisions. (39)

Answer 86

a sufficient understanding of the larger picture

Question 87

_____ is a management strategy in which managers physically visit all areas of the organization. It allows for direct supervision and increased communication, because managers can spend up to 60% of their time out in the field. (39)

Answer 87

Managing by Walking Around

Question 88

Managers can use their senior position to _____ to enable members to accomplish their goals. (39)

Answer 88

remove any roadbocks

Question 89

_____ sends a powerful message to members that the manager believes that the work that members are doing is important to the mission of the organization. (39)

Answer 89

Managing by Walking Around

Question 90

The manager's performance should be measured by the two key criteria of: (39)

Answer 90

efficiency and effectiveness

Question 91

____ is measured by the ability to perform well using limited funds or resources. (39)

Answer 91

Efficiency

Question 92

_____ is measured by the manager's success in attaining goals. (39)

Answer 92

Effectiveness

Question 93

_____ is the most obvious sign of power. (40)

Answer 93

Formal rank

Question 94

Power and relationships are codependent and rely on the manager's ability to _____ (40)

Answer 94

create and effective power base

Question 95

One of the most valuable assets a manager possesses is _____. (40)

Answer 95

his staff

Question 96

Delegation is a key to increasing ____. (40)

Answer 96

efficiency

Question 97

To delegate effectively, you must ____ for your subordinates, state _____ the task should be completed, and _____ to ensure that the task was completed in a satisfactory manner. (40)

Answer 97

clearly define the task the time frame in which follow up

Question 98

_____ is absolutely necessary in all cases and it should be done as inconspicuously as possible so that the members do not think they are viewed as untrustworthy. (40)

Answer 98

Follow-up

Question 99

If you want to make someone feel important, give him or her ____. (40)

Answer 99

your complete attention

Question 100

A _____ may be useful to obtain feedback from employees. This type of evaluation uses surveys sent to employees in all directions. (40)

Answer 100

360-degree performance review

Question 101

Techniques to aid group discussions (in order): 8 (30-32)

Answer 101

1) Understanding limitation 2) Gathering Information 3) Reviewing National Consensus Standards 4) Brainstorming 5) Discussion 6) Voting 7) Delayed Implementation 8) Forward Thinking

Question 102

The process of determining what tasks need to be done and who is to perform these tasks falls under which responsibility of management? (29)

Answer 102

Organizing