Company officer Chapter 7

Question 0

An effective coach has that___, the____, and the ability to______.

Answer 0

Vision, self image of success, communicate

Question 1

What four ways is member development accomplished

Answer 1

Mentoring, coaching, counseling, performance evaluations

Question 2

What allows members to feel ownership in the organization

Answer 2

Empowerment

Question 3

Pressure can create what

Answer 3

Conflict

Question 4

When can conflict be unhealthy

Answer 4

When it involves personality clashes

Question 5

What are the factors influencing the use of the 360° assessment

Answer 5

Focus on teamwork
Employee development
Customer service

Question 6

Low competency/high commitment

Answer 6

Good student, provide assurance

Question 7

Commitment is determined by what three factors

Answer 7

Attitude motivation and confidence

Question 8

What are the four obvious signs of stress

Answer 8

Eating disorders, sleeping disorders, mood swings, relationship issues

Question 9

When taking disciplinary action think of it as what

Answer 9

Improving member performance

Question 10

What does counseling focus on

Answer 10

General attitude or behavior

Question 11

Hi competency/high commitment

Answer 11

Good performer, keep member challenged

Question 12

Competence is determined by what three things

Answer 12

Knowledge, skills, abilities

Question 13

What enforces the rights and wages of nonexempt employees

Answer 13

Fair labor standards act

Question 14

The key to understanding and leading a diverse workforce lies in what?

Answer 14

Understanding and flexibility

Question 15

The five basic steps of problem-solving are

Answer 15

Problem definition, problem analysis, analyze the solutions, select best solution, move forward

Question 16

Complaints should be channeled into what

Answer 16

Positive actions

Question 17

What step problem-solving becomes a positive versus negative competition

Answer 17

Analyzing solution

Question 18

What provides a culture where change is not only welcomed but also required

Answer 18

Good leadership

Question 19

Which is the lead research agency for occupational health and safety

Answer 19

NIOSH

Question 20

Unlike most fire department records, employee evaluations are what

Answer 20

Not available to the public

Question 21

And written evaluations make sure to include both __and___

Answer 21

Accomplishments, shortcomings

Question 22

A Rater’s tendency to overweight certain factors among the overall information available

Answer 22

Halo effect

Question 23

The in formal appraisal system is based on the what between the supervisor and member

Answer 23

Interpersonal relationship

Question 24

This requires agencies to survey internal and external customers, publish customer service standards, and measure agency performance against the standards

Answer 24

Executive order 12862 setting customer service standards

Question 25

The opposite of the halo effect, the raider tends to put scores in the center of the scale

Answer 25

Central tendency

Question 26

Feedback from subordinates is particularly useful in evaluating the supervisors _____skills

Answer 26

Interpersonal

Question 27

The increased use of self directed teams makes the contribution of what the central input to the formal appraisal

Answer 27

Peer evaluations

Question 28

What has proved to be excellent predictors of future performance

Answer 28

Peer evaluations

Question 29

These are particularly valuable in situations where the supervisor cannot readily observe the workers behavior and task outcome

Answer 29

Self appraisals

Question 30

Self ratings most significant contribution is what

Answer 30

Improved communication between supervisors and subordinates

Question 31

Who is often in the best place to carry out the full cycle of performance management

Answer 31

First line supervisor

Question 32

When counseling or administering punishment what three things should you remember

Answer 32

Focus on behavior, not the individual. Help member maintain self-esteem. Work to maintain a constructive relationship

Question 33

Successful leaders have the ability to transmit what

Answer 33

Hi expectations

Question 34

What should the first meeting with a new firefighter accomplish

Answer 34

Defined the job, establish a positive relationship, and build the friendly atmosphere

Question 35

Hi competency/low commitment

Answer 35

Poor attitude. Work on self-confidence

Question 36

Low competency/low commitment

Answer 36

Unwilling and unable. Take shorter steps and have patience

Question 37

How often do formal evaluations occur in most organizations

Answer 37

Once or twice a year

Question 38

Good leaders are bright,_____, and alert

Answer 38

Mentally agile

Question 39

When a performance deficit cannot be attributed to a management problem what should be your next step

Answer 39

Referral to EPA

Question 40

Coaching is an informal process that helps members improve their____&_____

Answer 40

Skills, abilities

Question 41

What must a good mentoring process start with

Answer 41

Formal decision from a senior officer

Question 42

How often should you hold informal mini reviews with the new firefighter

Answer 42

Once or twice a month

Question 43

Leader take ____, leaders____, people to work as a team and _____ _____, even in failure

Answer 43

Risks, motivate, accept responsibility

Question 44

A rating score that is based on the info not relevant to the performance standard

Answer 44

Contamination

Question 45

What is the real purpose of performance evaluations

Answer 45

Document the members performance

Question 46

As a company officer you were expected to communicate with the ____and the____

Answer 46

Rest of the organization, public

Question 47

These were developed to help employees deal with personal or work related issues that could otherwise adversely affect their work performance and/or health

Answer 47

EAPs

Question 48

What are the two benefits to behaviorally anchored Systems

Answer 48

It assesses the performance standard and helps reduce errors introduced by rater bias

Question 49

NFPA 1001

Answer 49

Standard for professional firefighter qualifications

Question 50

When does a formal review of the new employee typically occur

Answer 50

After six months to a year

Question 51

Who is a trusted guide, tutor, or coach

Answer 51

Mentor

Question 52

You are helping a team member improve knowledge, skills, and abilities when doing what

Answer 52

Coaching

Question 53

The sphere of feedback sources consist of what five sources

Answer 53

Supervisors, peers, subordinates, customers, and oneself

Question 54

The five professional development roles of a leader are what

Answer 54

``` Mentor – helps learn job. Coach – helps self assess Appraiser – provides with reality check Advisor – helps identify angles Referral agent – connects with future goals ```

Question 55

Counseling is a tool for member improvement but is also a what

Answer 55

Problem-solving process

Question 56

What promotes environment that encourages each member to develop to their full potential

Answer 56

Effective supervision

Question 57

Most federal workers, about 90%, believe the greatest contribution to their performance feedback should come from who

Answer 57

Immediate supervisors

Question 58

External customers or outside the organization and include but are not limited to the_____

Answer 58

General public

Question 59

A performance review interviews the supervisor should____ Less, ______with subordinate and be scheduled a____ or____ in advance

Answer 59

Talk, compare notes, week, two

Question 60

You should measure your members against what

Answer 60

A fixed and known standard

Question 61

Who does the awards process start with

Answer 61

Company officer

Question 62

What should serve as an anchor for almost all other performance factors

Answer 62

Customer feedback

Question 63

Raters use themselves as the benchmark, rather than a performance standard

Answer 63

Like me syndrome

Question 64

What three factors about the member should you consider when taking disciplinary action

Answer 64

Recent work, past disciplinary record, mitigating circumstances

Question 65

The team members performance is determined by what

Answer 65

Competence and commitment to work