Chapter 12 Handling problems kc

Question 1

When Brain storming give a time limit of

Answer 1

15 to 25 minutes

Question 2

When Brain storming use groups of

Answer 2

4 to 16

Question 3

An expression of grief, regret, pain, Censure or resentment

Answer 3

Complaint

Question 4

What must be included to ensure goals are met

Answer 4

Schedule

Question 5

Michael Taigman conflict resolution model is 4 steps

Answer 5

1- Drain the emotional Bubble
2- Understand the complainants viewpoint
3- Help the complainant feel understood
4- Identify the complainants expectation for resolution

Question 6

Served as a Professor of management

Answer 6

Peter Drucker

Question 7

Who encouraged managers to question the value of each organizational activity once a year

Answer 7

Peter Drucker

Question 8

5 step systematic approach is recommended to ensure high-quality decision making

(Question may be very specific)

Answer 8

D- Define problem
A- Alternative solution
S- Select Solution
I- Implement Solution
E- Evaluate results

Question 9

A reflexive _____or______ gives an individual an additional reason to complain.

Answer 9

explanation or excuse

Question 10

? Focuses efforts and helps prioritize activities

Answer 10

Deadlines

Question 11

3 objectives of an investigation are:

Answer 11

1. Identify and explain issues
2. Report
3. Recommend action plan

Question 12

1st phase of Conflict Management template is to ?

Answer 12

Obtain as much information as possible

Question 13

When dealing with a civilian, the CO should ask ?

Answer 13

What could resolve the situation

Question 14

“Listen and take good notes” is what part of the TAIGMAN model

Answer 14

Step 3: help the complainant feel understood

Question 15

An error or fault resulting from bad judgement, deficient knowledge or carelessness; misunderstanding

Answer 15

Mistake

Question 16

A ? Is often a manifestation of conflict

Answer 16

Complaint

Question 17

State of opposition between 2 parties

Answer 17

Conflict

Question 18

Difference between the curren situation and desired situation

Answer 18

Problem

Question 19

Actively listening is what part of the TAIGMAN model

Answer 19

Step 1: drain the emotional bubble

Question 20

The fire officer may take or recommend 4 actions after completing an investigation. They are

Answer 20

1. Take no further action
2. Recommend the action requested by the complainant
3. Suggest an alternative solution
4. Refer the issue to the office or person who can provide a remedy

Question 21

One of the most difficult situations for a CO is an interpersonal ? Or ? With in the company

Answer 21

Conflict or grievance

Question 22

A problem is not truly solved unless it’s solution is ?

Answer 22

Implemented

Question 23

? Focuses on meeting the customers expectations

Answer 23

Customer satisfaction

Question 24

? Is the term that public safety has borrowed from the retail business world

Answer 24

Customer service

Question 25

? Are the backbone of order for the fire dept

Answer 25

Policies

Question 26

At what point should a CO approach their supervisor for a policy change

Answer 26

Once a written proposal has been developed

Question 27

What is often the most challenging aspect of problem solving

Answer 27

Implementation phase

Question 28

Who is best positioned to recommend new dept policies

Answer 28

The fire officer

Question 29

Which group of 4 is going to kick ass on this test in November?

Answer 29

This group of guys | Joe, Greg, Kenny and Jorge

Question 30

Going through a process that results in no Change or provides no feedback to the fire crew is the quickest way to ? F/f participate in the decision making process

Answer 30

Destroy

Question 31

Should the Fire Chief participate in the decision making process

Answer 31

No

Question 32

Some constraints that apply to Brainstorming notably assume

Answer 32

that the problem statement is accurate and criteria is valid

Question 33

The 5 Brainstorming ideas should be rated on what scale

Answer 33

0 to 5 scale

Question 34

Once the Brainstorming time is up, have the group select how many ideas to rate

Answer 34

5 ideas

Question 35

Method of shared problem solving in which all members of a group contribute ideas

Answer 35

Brainstorming

Question 36

A well defined problem is one that is

Answer 36

Half - Solved

Question 37

The best people to help solve a problem are usually those that are

Answer 37

Directly involved

Question 38

A Problem should be solved at what level

Answer 38

the lowest level

Question 39

Issues that are likely to become major events

Answer 39

High profile incidents

Question 40

Activities that involve private citizens or another organization

Answer 40

External issues

Question 41

Internal Department issues are items that

Answer 41

Operational policies, decisions or activities that go beyond the scope of the local Fire Station

Question 42

Situations or Decisions occurring at the work location within the scope of the supervisor

Answer 42

In - House issues

Question 43

The purpose of an investigation is to

Answer 43

obtain information beyond the initial complaint

Question 44

A detailed inquiry or systematic examination

Answer 44

Investigation

Question 45

pg 232 When it comes to conflict resolution how should you handle a complainant that has made a complaint about an officers action or a policy

Answer 45

Do explain or excuse

Question 46

The conscious process of securing all kinds of info through a combination of listening and observing

Answer 46

Active Listening

Question 47

The official response to a problem begins when

Answer 47

the CO becomes aware the problem exists

Question 48

First level representative that acts as an agent of the formal organization

Answer 48

Fire Officer

Question 49

Changing a plan should not be viewed as

Answer 49

a failure

Question 50

If the original solution can not be implemented the Fire Officer should

Answer 50

have a " Plan B"

Question 51

The types of problems that a fire officer could be expected to encounter can be classified into 4 broad categories. Name them.

Answer 51

1. In house issues 2. Internal dept issues 3. External issues 4. High profile incidents

Question 52

An example of a citizen making a complaint about an inappropriate remark uttered during an EMS incident. It requires the fire officer to perform one additional task early in the conflict resolution process. In house, internal dept, external or high profile

Answer 52

External issues

Question 53

A complaint about the assignment of duties to different individuals within the fire station. In house, internal dept, external or high profile

Answer 53

In house issues

Question 54

A conflict over where a reserve ladder truck will be housed and which company will be responsible for maintaining it In house, internal dept, external or high profile

Answer 54

Internal dept issues

Question 55

A fire fighter who is arrested while on duty. Senior fire administrators often become directly involved In house, internal dept, external or high profile

Answer 55

High profile

Question 56

When brainstorming, the fire officer should fiction as

Answer 56

The scribe