Chapter 12 Flashcards
(30 cards)
What are the special categories of problems?
Complaint
Conflict
Mistakes
What is the first step in solving problems?
Examine the problem closely/ Define the problem
~ a well-defined problem is half-solved
Chief Gasaway:
Knowing what is going on within the organization and address most difficult issues before the become major problem.
Situation awareness
~ the best way to prevent major problems is to deal successfully with minor issues before they reach the crisis stage.
Peter Drucker:
Encourages managers to question what?
The value of each organizational activity once a year.
~ what may have been vital last year has little relevance this year.
Brainstorming alternative solution:
- time limit to generate ideas for 4-16 ppl?
- after brainstorming time is up have the group select how many ideas?
- criteria statement include the word_____.
- rate alternative solutions from______.
- highest score provides best solution.
~ 15-25 min
~5 ideas
~the word should
~0-5
What reduces the range of options from brainstorming?
~Layers of hierarchy
~Each layer reduces the range of options
~chief officers influence the group
Selecting a solution:
Criteria are based on factors important to the department, the work group, and the fire officer.
~ these may be found where?
The department mission statement or core values
Implementing the solution:
Implementation phase of problem solving is often______.
The most challenging aspect
What is one factor that distinguishes a fire officer from a fire fighter?
The responsibility to act as an agent of the formal organization.
What four types of internal conflict situations might a fire officer face?
Complaint about:
- a coworker
- work environment
- a policy or procedure
- fire officers own behavior
The official response to a problem begins when?
When the officer becomes aware that a problem exist.
The conflict resolution model is a basic approach that can be used in situations where__________
Interpersonal conflict is the primary problem or complicating factor
Conflict resolution model:
- listen and take detailed notes
- active listening
- Paraphrase and receive feedback
- do not explain or excuse
~first phase take as much info as possible
~ engaged or active listening is the conscious process of securing all kinds of information through a combination of listening and observing.
~first objective should be to understand the issues and why the individual is complaining
~ a reflexive explanation or excuse gives the individual an additional reason to complain.
Paraphrasing the issues and receiving feedback from the complainant accomplishes two goals:
~ officer has good understanding of issue from complainant’s perspective
~ complainant fells the fire officer really listened
The officer may have to refer to a specific departmental directives and regulations when?
Investigating a human resource conflict, such as payroll or work assignment issue
What is the product of an investigation?
A report!!!
A complete investigative report has three objectives:
- Must first identify and clearly explain the issue
- Should provide a complete, impartial, and factual presentation of background information and relevant facts.
- Conclusion should be a recommended action plan, based on and support By information.
Take Action:
After investigation is complete, the officer presents the findings and recommended actions to a supervisor at a higher level.
Four possible responses:
- Take no action
- Recommend the action requested by the complainant
- Suggest an alternative solution
- Refer the issue to the office or person who can provide a remedy
Michael Taigman
(Taigman and Dean 1999)
Conflict Resolution Model
Four steps:
- Drain the emotional bubble
- Understand the complainant’s viewpoint
- Help the complainant’s feel understood
- Identify the complainant’s expectation for resolution.
Taigman recommends what for draining the emotional bubble?
Listening deeply
Actively
And empathetically
~ not an easy task, officer can write detailed notes and not explaining or excusing can facilitate this process.
Taigman:
By the final step, the complainant has drained the emotional bubble, has been able to describe what is going on, and feels that the fire officer understands the issue, problem, conflict, or grievance.
The officer should now ask what?
What the complainant expects the department to do to resolve this issue.
~if it’s internal employee should be asked to describe the desires actions
The most common method to get new policies adopted or to change existing policies is to:
Outline the problem one or more firefighters have identified to their supervisor with the recommendation that “ someone ought to do something about this”
To recommend a new policy or a change to an old policy successfully, the fire officer should:
Identify the problem and develop documentation to support the need for a change
What are the backbone of order for the fire department, that every individual should understand.
Policies!!!
