Chapter 12: handling problems, conflicts and mistakes Flashcards Preview

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Flashcards in Chapter 12: handling problems, conflicts and mistakes Deck (37):
1

difference between current situation and desired situation?

ptoblem

2

categories of problem?

complaints/conflicts/mistakes

3

expression of grief, regret, pain, or resentment?

complaint

4

a state of opposition between 2 parties?

conflict

5

error resulting in bad judgement carelessness or deficient knowledge?

mistake

6

requires maturity, patience, determination and courage?

dealing with problems and conflicts

7

4 categories of problems?

in house issues/internal department issues/external issues/high profile incidents

8

if fire officer is in doubt he should?

discuss situation w/ officer of next highest rank in chain of command.

9

systematic approach to ensure high quality decision making? (DiGIte)

define the problem/generate alternative solutions/implement the solution/evaluate the result

10

first step in solving a problem?

define the problem

11

how does a fire officer deal w/ a problem before it becomes a crisis?

pay attention

12

what can damage a fire officers reputation quickly?

not finding out about a situation until it is to late

13

fire officers should create a work environment that?

encourages subordinates to report bad news immediately

14

best people to solve a problem?

those directly involved in the problem

15

method of shared problem solving all members of group spontaneously contribute ideas?

brainstorming

16

8 steps to assist fire officer when brainstorming?

write out problem statement/give group time limit/fire officer should scribe/everyone contribute alternative solutions/limit to 5 key ideas/5 criteria for judging solution/rate solutions 0-5/add up scores

17

fire officer should implement?

project plan/list tasks, responsibilities, and due dates

18

if original solution can not be implemented fire officer should consider?

plan b

19

should be standard part of process of any problem solving activity?

evaluation

20

part of evaluation process requires?

feedback

21

differentiates between fire officer and ff?

officer acts as agent of formal organization

22

one of the most difficult situations for fire officer?

interpersonal conflict/grievance with another member

23

ff's should come to officer w/ complaints about?

coworker/work environment/fd policies and procedures/fire officers, behavior, decisions and actions.

24

first phase of conflict resolution?

obtain info

25

if details are complicated officer should?

take notes

26

important starting point of conflict resolution?

find out what complainant thinks about situation

27

conscious process of securing info through listening and observing.

active listening

28

detailed inquiry or systematic examination?

investigation

29

complete examination report should have?

identify and clearly explain issues/complete impartial, factual presentation/conclusion should be a action plan

30

4 possible responses after a investigation?

take no further action/recommend action requested by complainant/suggest alternative solution/refer to office or person who can provide remedy.

31

who developed conflict resolution model for when emotions are high?

Michael taigman

32

4 steps of taigman's conflict resolution?

drain the emotional bubble/understand complainants view/help complainant feel understood/identify complainants expectations for resolution

33

who is best individual to recommend new department policies due to direct contact w/ ff's and citizens?

fire officer

34

3 types of citizen complaints?

conduct or behavior of ff/fd's performance or service delivery/fd policy

35

term borrowed from retail service world?

customer service

36

focuses on meeting customers expectations?

customer satisfaction

37

served as professor of management at graduate school of new york, his 1974 "management: tasks, responsibilities, practices" was used in fdny promotional exam?

peter drucker