Chapter 6 Flashcards
(121 cards)
0
Q
What is management?
A
Set of processes that can keep a complicated system people and technology running smoothly. The most important aspects of management include planning, budgeting, organizing, staffing, controlling, and problem-solving.
1
Q
What is an organization?
A
A group of people working together to accomplish a task
2
Q
What is leadership?
A
A set of processes that creates organizations in the first place or adopts them to significantly changing circumstances. Leadership to find sort the future should look like, alliance people with that vision, and inspires them to make it happen in spite of the obstacles.
3
Q
What is a group?
A
Two or more people who come together for a common purpose.
4
Q
What is group dynamics?
A
How those individuals in groups interact and influence one another.
5
Q
What is interpersonal dynamics?
A
The tendency of groups to develop numerous dynamic practices that separates them from other individuals.
6
Q
What are the two major factors in a group environment?
A
The task at hand and the relationships within the group. Groups must be able to resolve conflicts, build trust, and, above all, communicate.interpersonal dynamics molds these groups into effective team units.
7
Q
By nature. What do groups represent?
A
People who share common interest and goals. They may share a vision of what work their group can do. A sense of permanence, or desire to see that the group flourishes and survives. As a result of these common interests and divisions, the members work together to satisfy these interests. These shared values are what bind the members together as a group.
8
Q
What are informal groups?
A
Bowling, softball, golf, fishing, photography, Church, neighborhood residents Association. Soccer leagues.
9
Q
What is necessary within all groups?
A
There must be a leader. That person may be appointed or elected. In most informal groups,that person may be the one who comes forward with an idea. The group accepts the idea and response to the request for help.
10
Q
What is leadership?
A
Defined as the personal actions needed by managers to get team members to carry out certain activities. Leadership is achieving the organizations goals through others. Simply put, leadership is getting other people to do what you want done. Management, leadership, supervision, and administration: influence over others.
11
Q
Who said “a leader is a person who has the ability to get other people to do what they don’t want to do, and like it.”
A
Pres. Harry Truman
12
Q
Effective leadership is based on what?
A
Deals with changing the personal conduct of others. Leadership skills are based on the feelings and attitudes that have grown out of both the relationship with a team member in the sum of all the experiences that have occurred during the supervisors life.
13
Q
Our tolerance dictates this.
A
How we let our leaders use their experiences to attempt to influence our actions.
14
Q
Things that generally help make the work environment a better place:
A
– Sound organizational objectives – Clear policies and guidelines – Consistent management – Clear definition of duties – Open lines of communication – Individuals well matched with jobs – Recognition of good work
15
Q
What makes it easier to be a good leader within a organization?
A
– When members can see their place in the overall organization
– When they are given information and allowed to contribute their ideas, and when their services are appreciated, they will be satisfied and productive.
16
Q
What happens when the essential qualities of you effective organization are missing?
A
Members become disillusioned
17
Q
What are the four major categories of employees?
A
– Employees/Firefighters
– Supervisors/Company officers
– Middle managers/Senior staff
– Top managers/Fire Chief
18
Q
What is a first level supervisor in the fire service?
A
Company officers
19
Q
Who is also a coach, foreman/4 woman, and team leader?
A
Today’s supervisor/company officer
20
Q
What is animportant part of a leaders job?
A
To develop and maintain the organizations human resources to their fullest potential.
21
Q
Why are company officers given more and more responsibility for the day to day operations of the organization?
A
Because departments are expected to provide increasing services while cutbacks and organization streamlining, including middle-management reductions are becoming commonplace.
22
Q
While the organizations are getting smaller and the job at company level is becoming more complicated
A
A company officer must personally remain proficient in the skills needed to respond to the myriad of emergency situations that can be expected, and at the same time, he/she must see that your personnel are proficient and ready to perform their respective duties.
23
Q
Besides duties required at the emergency scene, what other supervisory tasks crowd the day?
A
Preplanning, company inspections, and physical training as well as diversity training and improved customer service.
24
What are the only two positions in the fire department to which outsiders can apply?
Entry level firefighter and Fire Chief. All other positions are filled by promoting people from within the organization.
25
What do emergency service organizations usually promote personnel based on?
Combination of past performance, test scores, and evidence of relevant training and education.
26
Why do new supervisors soon find it there technical competence does not mean as much as the supervisory level?
Due to finding greater challenges in people issues, administrative duties, and responsibility for managing others.
27
To be a good leader, you should understand what?
Human behavior.
28
What percentage of time do most fire companies spend dealing with emergency activities?
About 10% the rest of the time they are together relating as humans.
29
What would make us work better together?
If we could better understand how others react in various situations.
30
What is part of the science of sociology?
Studying group behavior. Including the study of groups ranging from families and small workplace groups to entire communities and ethnic groups
31
What is used to represent real thing?
Models. Use in the models of human behavior helps us understand people.
32
To truly understand people a good leader must first do what?
Evaluate themselves. They must decide if they are in it for the team or for themselves.
33
What do good leaders do?
They develop the team along their journey, their personal agendas support the team's vision, and they continually try and improve the team.
34
By evaluating human behavior a leader can provide what?
Values, improve work ethic, and ultimately lead the team to success
35
Who is best known for establishing the theory of a hierarchy of needs?
Abraham Maslow
36
What is the theory of a hierarchy of needs?
That human beings are motivated by unsatisfied needs and that certain lower needs need to be satisfied before higher needs can be satisfied.
37
What are Maslow's for general types of needs?
```
– Physiological
– Safety
– Love
– Esteem
He called these needs deficiency needs. Once they are fulfilled, other higher needs emerge.
```
38
What are physiological needs?
```
Basic needs such as:
– Air– Water
– Food
– Sleep
– Sex
When these are not satisfied, we may feel sickness, irritation, pain, discomfort and so on. These feelings motivate us to alleviate them as soon as possible to establish homeostasis.
```
39
What are safety needs?
Establishing stability and consistency in a chaotic world. These needs are mostly psychological in nature. We need to security of a home and family.
40
What are social needs?
Love and belongingness or next on the latter. Humans have a desire to belong to groups: clubs, workgroups, religious groups, family, gangs. We need to feel loved nonsexually by others and to be accepted by others.
41
What are esteem needs?
There are two types of the steam needs. First is self-esteem, which results from competence or mastery of a task. Second, there is the attention and recognition that comes from others. Similar to belongingness.but, wanting admiration also has to do with the need for power. Hey, look what I have!
42
Self actualization needs?
The need for self actualization is the desire to become more and more of what one is, to become everything that one is capable of becoming. People who have everything can maximize their potential. They can seek knowledge, peace, aesthetic experiences, and self-fulfillment
43
How should today's fire officer apply Maslow's Ideas?
By understanding where their personnel are at on the scale and be able to help them move up the scale when they are interested in doing so.
44
As a company officer, what should you realize once your workers needs have been satisfied?
That they may have needs on one or more levels. And that they will have greater needs once their other needs have been met.
45
What changes as a members needs change?
The factors that are effective in motivating them
46
How long does the euphoria usually last with a pay raise?
Usually about one payday. After that, most people settle back into their same level of attitude and performance.
47
Who came up with the two factors that act on personnel at work?
Dr. Frederick Herzburg
48
What is the hygiene factor?
Factors that are needed just to get people to come to work and to prevent dissatisfaction. They include: company policies and administration, supervision, salary, interpersonal relations, and working conditions.
He said that if these are done well, the workers will be satisfied. If they are done poorly or not at all, the workers will be dissatisfied
49
What are Dr. Herzbergs second set of factors?
Motivators. Motivators encourage workers to rise above the satisfactory level and do excellent work. Has he defined them, motivators include treatment, recognition, the work itself, responsibility, and advancement.
50
What are the motivators in Herzbergs model?
```
– Responsibility
– Job with a purpose
– Recognition of good work
– Opportunity for promotion
– Opportunity for achievement
– Opportunity for personal growth
– Threshold of satisfaction
```
51
What are the hygiene factors?
```
– Good working relationships
– Considered supervisors
– Good working conditions
– Good pay and benefits
– Job security
```
52
Who is a person with high status or power needs?
They like to be in charge and to have influence over others. They like structure. Do you like to get work done. Persons with high power needs like to be in charge. Persons with high achievement needs like challenges. Persons with high affiliation needs like to work in groups.
53
Who are people who have high achievement needs?
They typically take personal responsibility for their efforts. Set their own goals, and take on the new and demanding challenges. They tend to be creative, and for many treatment needs, the strongest characteristic may be there need for feedback. These individuals usually set high goals for themselves, And they look for ways to get feedback on their performance.
54
Who are people that have high affiliation needs?
They desire to belong and be excepted by the group. Although they like to work, they prefer to work as part of a group. In many ways, these individuals are on Maslow's third layer. They have a need to belong.
55
Who developed the managerial grid model?
It was introduced in 1964 by doctors Robert R. Blake and Jane S. Mounton.
56
What is position A on the managerial grid?
It is the position in the lower right-hand corner and represents a leader with a passion for production while having a relatively low concern for people.
57
What is position B on the managerial grid?
Position B is the lower left corner of the managerial grid. There is a minimum regard for both people and production with this type of leader.
58
What is position C on the managerial grid?
C is the upper left hand corner of the managerial grid. The leader has a strong bias for interaction with people while having a relatively mild concern about production.
59
What is position D on the managerial grid?
D is the very center of the grid. It is represented by a leadership style that is middle of the road approach on both scales and neither people nor production get full attention and that either can be compromised to accomplish the other.
60
What is position E on the managerial grid?
Position is the upper right-hand corner on the grid. It is a leader who has a high regard for both the workers and for production. These leaders use their own talents to integrate all the positive leadership qualities to bring out the full potential of all of their workers.
61
How is power defined in the context of leadership?
Power is the ability to influence others in a constructive way that supports the individual and the department; it should not be seen as a negative or bad thing. Company officers acquire power in several ways, some of which comes from formal or informal process is being promoted brings with it several types of leadership power, and company officers should be aware of this power.
62
What mistake can be made by an officer that creates a hostile work environment and can tear down the ability to build trust among the crew?
Misuse of power.
63
What is legitimate power?
Power that is bestowed upon you as an officer in the organization. The first type of leadership power comes with the badge and uniform of the office.
64
What is reward power?
Reward Power is more than giving someone a medal for some time off. ReWard power maybe nothing more than name recognition, a smile, or an acknowledgment of effort. Reward power can be taking a moment to help someone who is having a bad day.
65
Advantages to empowering others
```
– Building better teams
– Improves Morel
– An increased sense of ownership
– A greater feeling of trust
– Higher productivity
– Better service to the customers
– A stronger public image
– A more efficient fire department
– Better succession planning
```
66
What is punishment power?
An implied power that goes with the badge/job.
– More often than not. We punish people by simply failing to give recognition for a job well done or by withholding information that might be useful.
67
Identification power and expert power
Often used to describe the qualities of role models and knowledgeable individuals.
68
What are the powers that come with the badge/job?
Legitimate, reward and punishment power
69
What three factors can help determine your own leadership style?
– The team member
– The leader
– The situation
70
Elements of the team member that determine the leadership style?
– The team members experience
– The team members maturity
– The team members motivation
71
Elements of the leader that determine leadership style?
– The leaders self – confidence
– The leaders confidence in the team members
– The leaders feeling of security in the organization
– The leaders perception of the organizations value system
72
Elements of the situation that determine leadership style?
```
– Risk factors involved
– Time constraints imposed
– Nature of the particular problem
– The organizational risk climate
– The ability of the individuals to work as a team
```
73
How do dynamic and effective leaders lead?
They make their style fit the situation
74
What is directing?
This style is characterized by lots of direction and mostly one-way communications the supervisor tells what has to be done, provides direction, and monitors the results. The task gets more attention than the people. The personnel little input into the decision-making process.
75
What is consulting?
Here, there is some discussion in which the supervisor seeks ideas, explains the needs and decisions, and sells the idea. The supervisor still gives lots of direction but maintains close presents, providing encouragement and reassurance. In this mode, The supervisor is available to provide support to both the task and the people.
76
What is supporting?
The leader encourages participation at all levels and shares responsibility for the process. Two-way communications are encouraged on a continuing basis. There is a sharing of the decision-making process. The leader facilitates growth but sharing information and asking questions that will enhance the workers understanding of the situation. In this case, the leader has taken a supporting role, supporting the workers.there is little direction, but the leader continues to provide support, encouragement, and recognition.
77
What is delegating?
The supervisor essentially turns the management of the task over to team members. Direction is limited to setting the goals and defining the parameters. Communication may be limited, but when it occurs, it will be a cordial two-way process.
78
Who said "never tell people how to do things. Told him what to do and they will surprise you with their ingenuity"?
George S. Patton Junior
79
What is the leadership tetrahedron?
Like the fire triangle. The leadership tetrahedron, is composed of desire on one side. Ability on another. Courage on the third side. And interpersonal skills on the fourth
80
what areas has the fire service had significant problems in?
Diversity and harassment
81
What does diversity and harassment deal with?
Personal attitudes towards others.
82
What is the fifth amendment of the U.S. Constitution?
No person shall... be deprived of life, liberty, or property without due process of law.
83
What is the 14th amendment?
No state shall... deny any person within its jurisdiction the equal protection of of the law.
84
In what year did Congress passed the civil rights act?
1964
85
What does title VI of the civil rights act deal with?
Programs and activities that receive federal funding and prohibit discrimination on the basis of race, color, national origin, or sex.
86
What does title V I I of the civil rights act deal with?
Employment and prohibits discrimination by employers on the basis of race, color, religion, sex, or national origin. The act also authorized the establishment of the equal employment opportunity commission or EEOCto enforce the act.
87
What does the equal pay act of 1963 deal with?
Prohibits discrimination in compensation on the basis of sex.
88
What does the civil rights act of 1991 deal with?
Provides that individuals may be personally liable as well as their organizations, for discrimination in the workplace. It authorized jury trials and increase the limits on financial settlements. As a result, we have seen increasingly larger punishments, especially in cases involving sexual harassment.
89
The age discrimination employment act of 1967?
Protects individuals who are 40 years of age and older.
90
Title and title the Americans with disabilities act of 1990 ADA?
Prohibit employment discrimination against qualified individuals with disabilities in the private sector and in state and local government.
91
The civil rights act of 1991?
Provides monetary damages in cases of intentional employment discrimination.
92
What is EEOC and how does it operate?
It is an independent federal agency created by Congress in 1964 to enforce title V of the civil rights act of 1964.
Composed of five commissioners and a general Council appointed by the president and confirmed by the Senate.
93
What is the ADA?
Americans with disabilities act.
Complex law that applies to employment issues, our 911 systems, and providing proper access for citizens and employees in public places such as fire stations.
94
What are the benefits of diversity?
As new members into our organizations, we must be aware that they may have different values. Standing members of the organization, we should book on these new values as an opportunity, rather than a problem. The new members may have new perspectives on existing social problems, may be able to speak a second language, and may provide many other benefits that we lack.
95
Because many of the organizations rules or unwritten…
We must be sure that the same information is presented to all of our members, regardless of our personal feelings about them.
96
How do we supervise diversity?
We all need to proactively embrace the positive values of diversity and work hard to give all of our personal the very best opportunity to grow to their full potential and satisfy their own goals.
Supervisors should be sure that women and minorities are fairly represented in involved with all of the departments activities.
97
What is harassment?
Harass means to annoy you, tease, or torment. And this includes harassment of new members or any other efforts to make any individual feel uncomfortable. The law deals with both those who harass and those who permit progressing.
Title VII of the civil rights act of 1964 covers sexual harassment in the workplace.
98
What is a hostile work environment?
Occurs when there are pictures, comments, and other offensive ask that inhibit a worker's performance.
99
Harassment referred to as Quid pro quo. Or this for that
When one asks for sexual favors as a condition of employment, promotion, or transfer. This implies an active power by one over another in which a favor as requested in exchange for some personal action.
100
What vital questions should a supervisor ask of a person complaining about sexual harassment?
```
– Where did this occur?
– When did this occur?
– Who was involved?
– Were there any witnesses?
– Have you talked to anyone else about this?
– Has this happened before?
– How long has this been happening?
– Did you try to stop this conduct on your own?
– What was the reaction?
– What do you want me to do?
```
101
What are the keys regarding any harassment issue?
– Move quickly
– With everyone you talk to understand that you are concerned, that you take this matter seriously, and that you will make every effort to be fair and just.
– Meet in private
– Make notes of the meetings and safeguard them
– Provide feedback to the accuser as to what you found
– Follow your organizations policies to the letter
102
When does harassment violate federal law?
If it involves discriminatory treatment based on race, color, sex with or without sexual conduct, religion, national origin, age, or disability or because the employee opposed job discrimination or participated in an investigation or complaint proceeding under the EEOC statutes.
103
When is an employer legally responsible for harassment by supervisor?
And employer is always responsible for harassment by a supervisor that culminates in a tangible employment action.
104
Who qualifies as a supervisor for purposes of employer liability?
An individual qualifies as an employee's supervisor if the individual has the authority to recommend tangible employment decisions affecting the employee 43 individual has the authority to direct employees daily work activities.
105
What are recommended policies that employers should have concerning sexual-harassment?
– Provide sexual harassment training for workers and supervisors.
– Have a policy of no tolerance, and make sure all personnel understand the rules.
– Create a system in which workers have an opportunity to complain without fear of retaliation.
– Promote supervisors carefully by recognizing leadership qualities as well as technical competency
– Train supervisors to identify and investigate complaints
– Take complaints seriously
106
What is a tangible employment action?
Means a significant change in employment status. Examples include: hiring, firing, promotion, demotion, undesirable of the assignment, a decision causing a significant change in benefits, compensation decisions, and work assignment
107
How might harassment culminate in a tangible employment action?
If a supervisor fires or denotes a subordinate because the subordinate rechecks the supervisor sexual demands, or promotes the subordinate because the subordinate submits to the supervisor sexual demands.
108
What should employers do to prevent and correct harassment?
Established, distribute to all employees, and enforce a policy prohibiting harassment and setting out a procedure for making complaints. In most cases, the policy and procedure should be in writing.
109
What should and antique harassment policy say?
The policy should make clear that the employer will not tolerate based on race, sex, religion, national origin, age, or disability, or harassment based on a position to discrimination on participation in complete proceedings.
Should also state that the employer will not tolerate retaliation against anyone who complains of harassment or who participates in an investigation.
110
Are important elements of a complaint procedure?
The employer should encourage employees to report to management before it becomes severe or pervasive.
111
Is a complaint procedure adequate if employees are instructed to report harassment to their immediate supervisors?
No, because supervisor may be the one committing harassment or may not be impartial. It is advisable for an employer to designate at least one official outside and employees chain of command to take complaints, to assure that the complaint will be handled in partially.
112
How should and employer investigate a harassment complaint?
They should conduct a prompt, thorough, and impartial investigation. The alleged her ass or should not have any direct or indirect control over the investigation.
113
How should an employer correct harassment?
It should take immediate measures to stop the harassment and ensure that it does not read her. Disciplinary measures should be proportional to the seriousness of the offense.
114
Are there other measures that employers should take to prevent and correct harassment?
An employer should correct harassment that is clearly on welcome regardless of whether a complaint is filed. For example, if there is graffiti in the workplace containing racial or sexual epithets, management should not wait for a complaint before the race.
115
Does an employee who is harassed by his or her supervisor have any responsibilities?
Yes. The employee must take reasonable steps to avoid harm from the harassment.
116
is an employer legally responsible for supervisors harassment if the employee failed to use employers complaint procedure?
No. Unless the harassment resulted in a tangible employment action or unless it was reasonable for the employee not to complain to management.
117
If an employee complaints to management about harassment, should the employee wait for management to complete the investigation before filing a charge with the EEOC?
If management does not act promptly to investigate the complaint and undertaker active action, and it may be appropriate to file a charge. The deadline for filing an EEOC charge is either 180 or 300 days after the last date of alleged harassment, depending on the state in which the allegation arises. this deadline is not extended because of an employer's internal investigation of the complaint.
118
What is the EEOC's website?
WWW. EEOC.gov
119
What are volunteer organizations expected to provide?
A fair and equitable workplace for their members and for the public they serve.
120
How do good leaders prevent harassment in the workplace?
They take a proactive stance on harassment. When they become aware of any form of harassment, they take quick, fun action to let people know that the action is inappropriate. Because failure to do so could be embarrassing and expensive for both the supervisor and the organization.
