Fire Officer 3rd Edition Chapt 12

Question 1

Fire and emergency incidence present a unique category problems that car for?

Answer 1

Specialized problem-solving skills

Question 2

Non-emergency situations require that the application of what kind of skills?

Answer 2

Conventional problem-solving and techniques

Question 3

What is one of the key factors and decision making

Answer 3

Analogy about how to deal with situations that involve conflict or complaint

Question 4

What are three special categories of problems

Answer 4

Complaints
Conflict
Mistakes

Question 5

What are the 5 steps to systemic approach to high-quality decision making is recommended

Answer 5

Define the problem
Generate alternative solutions 
Select a solution 
Implement the solution 
Evaluate the results

Question 6

What is the first step in solving a problem

Answer 6

Examine the problem closely and find the problem carefully

Question 7

Who are the best people to solve a problem

Answer 7

Those who are directly involved in the problem

Question 8

One factor in the siding on the best solution is

Answer 8

The core value system at the fire department

Question 9

Why is the “ implementation phase”A problem-solving so challenging

Answer 9

It requires the coordination involvement of many different people

Question 10

As a first level officer you are in a position to make initial contact when dealing with a variety of problems including?

Answer 10

Potentially involve conflict, emotions, serious differences of opinions

Question 11

What is one of the most difficult situations for a officer?

Answer 11

Interpersonal conflict or grievance within the company are directly involving a company member

Question 12

What is a basic approach that can be used in situations where interpersonal conflict is the primary problem or complementing problem factor

Answer 12

Conflict resolution model

Question 13

What are the four recommended actions for a fire officer to take after completing an investigation

Answer 13

Take no further 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

Question 14

What are three things he said is in my complain about

Answer 14

The conduct or behavior of a fire fighter,

the fire companies performance or service delivery,

fire department policy

Question 15

Why is the fire officer in the best position to recommend new departmental policies

Answer 15

Because he is in contact with both firefighters and citizens

Question 16

Unless it is within the scope by the fire officer is authority the officer should not

Answer 16

Make promises or imply that certain actions will be taken and discussion of the complaint

Question 17

Term

A method of shared problem-solving and which are members of the group simultaneously contribute ideas

Answer 17

Brainstorming

Question 18

Term

Expression of grief, regret, pain, censure, resentment ; lamentation accusations and fault finding

Answer 18

Complaint

Question 19

Term

A state of a position between two parties. A complaint is a manifestation of a conflict

Answer 19

Conflict

Question 20

What is a manifestation of a conflict

Answer 20

Complaint

Question 21

Term

A systemic inquiry or examination

Answer 21

Investigation

Question 22

Term

And air our fault resulting from effective judgment, deficient knowledge, or carelessness, a misconception or misunderstanding

Answer 22

Mistake

Question 23

Term

A condition in which the desired situation is different from the current situation

Answer 23

Problem

Question 24

Moving up in the ranks means in exponential increase in what type of situations

Answer 24

Decision making situations

Question 25

5 steps to ensure high quality decision making

Answer 25

1. Define the problem 2. Generate alternative solutions 3. Select a solution 4. Implement the solution 5. Evaluate the resolution

Question 26

Problem-solving techniques are designed to identify and evaluate the realistic and potential solutions to a problem and

Answer 26

Determine the best decision

Question 27

A complaint about the assignment of duties to different individuals within a fire station is considered

Answer 27

In-house issues

Question 28

Most problems that arise are typically

Answer 28

Uncomplicated, although they are not necessarily easy to resolve

Question 29

What is one of the most important activities of a fire officer (in terms of customer service)

Answer 29

Creating satisfy customers

Question 30

If I officership make a conscious effort to identify activities that can be

Answer 30

Changed, improved, or updated

Question 31

The goal of every officer should be to foster what type of relationship with his or her employees

Answer 31

Trusting relationship with all employees

Question 32

What may cause a fire officer to make an in accurate assessment

Answer 32

Eliminating sources a valuable information because of fear and mistrust

Question 33

The best people to solve a problem are usually those who

Answer 33

Are directly involved with the problem

Question 34

Often the presence of a senior officer

Answer 34

Influences the behavior of a group.( The best idea is emerge from firefighters directly affected with the problem because in the presence of a senior officer firefighters are likely to censor themselves)

Question 35

What a mess the implementation plan phase include?

Answer 35

A schedule to ensure that they goals are met

Question 36

What groups benefit from a PROJECT PLAN. What should a project plan include?

Answer 36

This task, responsibilities, and due date. A simple project control document can be used to divide a project into segments, with milestones established identify progress

Question 37

A problem it’s naturally solved unless

Answer 37

The solution is implemented

Question 38

After implementing the solution, defined fire officer must assess?

Answer 38

Whether it produce the desired results

Question 39

In most cases and initial evaluation should be performed immediately after implementation, a follow up evaluation should be performed?

Answer 39

Regular intervals

Question 40

Where is the part of the process you say determine if a solution produce the desired results

Answer 40

Evaluation phase

Question 41

A fire officer directly I personally have a half and the problem shared never

Answer 41

Be involved and conducting the investigation

Question 42

A fire officer becomes officially involved any problem when the officer

Answer 42

Becomes aware that a problem exist

Question 43

What are phases of a conflict resolution model

Answer 43

1.Listen and take detailed notes 2Investigate 3. Take action 4. Follow up

Question 44

Micheal Taigman model 4 steps

Answer 44

Drain the bubble Understand the complaints POV Help the complainant feel understood Identify the complainant expectation for resolution

Question 45

How do you drain the emotional bubble

Answer 45

Use active listening, Use empathy, deep listening

Question 46

Once the investigation is completed, the fire officer does what?

Answer 46

Presents to finding to a supervisor at a higher level

Question 47

The first phase of conflict resolution model the fire office showed

Answer 47

Obtain as much information as possible

Question 48

When dealing with a highly emotional situation the first step is often to

Answer 48

Listen actively

Question 49

Customer satisfaction focuses on

Answer 49

Meeting the customers expectation

Question 50

If a proposed solution to a problem involves discipline the company officer is obligated to

Answer 50

Protect employees privacy

Question 51

What is the difference between the current situation and that is a situation?

Answer 51

The problem

Question 52

A fire fighter be interested but only an example of what type of incident

Answer 52

High profile incident | Must take immediate action

Question 53

What is an example of an external issues?

Answer 53

Citizen making a complaint about an inappropriate remark uttered during an EMS incident

Question 54

What additional test does a fire officer perform during an external issue

Answer 54

Making sure the fire officer supervisor is not surprised

Question 55

What is the best way to prevent major problems

Answer 55

Deal successfully with minor issues before they reach the crisis state

Question 56

The sooner the office I received the bad news the faster he or she can

Answer 56

Implement correct of action

Question 57

Fire fighter should be encouraged to tell the supervisors whenever an event or performance is out of balance with expectations. This includes

Answer 57

Reporting injuries are broken equipment regardless of the time a day