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1

2. The four-stage development model for becoming a cohesive team is:


forming, storming, norming, and performing.
storming, norming, forming, and performing.
performing, norming, forming, and storming.
norming, performing, storming, and forming.

forming, storming, norming, and performing.

2

4. As a part of motivating and supporting their personnel, a company officer can empower their employees to help:

increase productivity.



establish positions within the unit.



retain their decision-making power.



take on more responsibilities for the organization.

increase productivity.****

3

7. Reward and award programs are MOST critical to which type of fire and emergency organization?

Volunteer

4

11. In the four-step method of counseling, the first step is to:

notify administration.



review personnel record.



describe current performance.



refer to employee assistance program

describe current performance. ***

5

15. NFPA® 1021 uses the term management in conjunction with Level I and II Fire Officer responsibilities such as:

information, incident, and human resources.
administration, human resources, and budget.
incident, human resources, and new employee.
human resources, facilities, and legal jurisdiction.

information, incident, and human resources.

6

16. The management function of coordinating tasks and resources to accomplish a units goal and objectives is referred to as:

planning.



directing.



organizing.



controlling.

organizing

7

17. Establishing and implementing mechanisms to ensure objectives are attained is referred to as the management function of:

directing.



planning.



organizing.



controlling

Controlling ****

8

19. Which type of management function helps to determine in advance what an organization, group, or individual should do and how it will get done?

Planning



Delegating



Controlling



Formalizing

Planning

9

21. Which of the following may be advisable when tracking the task progress of more complex tasks?

Standing plan



Single-use plan



Flow or PERT charts



Flow or SMART charts

Flow or PERT charts

10

22. The first step in the planning model is to:


identify the problem that requires a response.
choose an appropriate response to meet the goals.
determine the steps necessary to meet the goals.
determine the effectiveness in meeting outcomes.

identify the problem that requires a response.

11

What are the steps in the 5 step planning model?

Identify, select, design, implement, and evaluate.

12

23. Which actions must a company officer take when encountering situations in which an organizations plans are inappropriate?

Make an immediate decision.



Ask subordinates for feedback.



Take plenty of time to make the decision.



Avoid documenting changes to save time.

Make an immediate decision.

13

26. Which of the following BEST describes the advantage of assigning an experienced crew member as a mentor to a new employee?

Cuts down on the possibility of hazing



Helps to keep a close eye on new employees



Provides personal instruction and encouragement



Allows the fire chief to focus on other responsibilities

Provides personal instruction and encouragement *

14

28. The BEST way to explain what is expected of new employees is:

to lead by example only.

in written form and to seek feedback.
by having a one-on-one conversation.
to read them out loud from a policy handbook.

in written form and to seek feedback.

15

35. Which piece of legislation requires maintaining an accurate record of the hours the employees have worked?

Patriot Act



Fair Labor Standards Act



Workers’ Compensation Act



Freedom of Information Act

Fair Labor Standards Act

16

40. Which style of conflict resolution is MOST likely to result in a lose-lose situation?

Forcing
Avoiding
Negotiating
Collaborating

Avoiding

17

43. The fourth step in conflict resolution is:

determine alternative options.
classify or identify the problem.
determine or diagnose the problem.
test the action against the desired outcome.

determine alternative options.****

18

The four step process of the conflict resolution model.

1. Listen and Take Detailed Notes
2. Active Listening
3. Paraphrase and Receive Feedback
4. Do Not Explain or Excuse

19

45. An inconsistent application of the rules may lead to which of the following reasons for personnel breaking the rules?

Stress



Boredom



Ignorance



Resentment

Resentment

20

47. An employees rights during corrective discipline are established by:

NFPA® 1072.



the fire department.



the supervising officer.



local policy or state/provincial laws.

local policy or state/provincial laws.***

21

48. Progressive discipline begins with _____ to correct the first instance of violating a rule.

loss of pay



punitive action



an informal warning



training and education

training and education

22

51. Which of the following is MOST likely to be the role of a company officer in disciplinary action?

Using preventative action



Writing a formal reprimand



Demoting involved personnel



Enforcing corrective measures

Using preventative action**

23

57. Which of the following is considered one of the five general purposes for interpersonal communication?

Directing
Influencing
Translating
Overcoming

Influencing

24

72. Memos and emails are considered to be:


confidential.
public record.
inappropriate.
legally undisclosable.

Public record

25

73. Which of the following would typically be considered the MOST important reason for an organization to enforce an e-mail policy?

Crew penalization
Liability protection
Behavior manipulation
Personal content intrusion

Liability protection

26

76. The first step in preparing a narrative report is to:

establish the format.



determine the purpose.



decide the intended audience.



limit the amount of professional jargon.

determine the purpose.****

27

79. Which type of radio is normally operated at a jurisdictions telecommunications center but can be scaled down for incident command posts?

Base radio
Mobile radio
Portable radio
Repeater system

Base radio

28

80. Which communication method is a radio-operated device that allows a station to transmit dispatch information, patient status updates, and other confidential messages?

Fax machine
Satellite
Mobile data terminal
Global positioning system

Mobile data terminal

29

81. Communications ___ is considered MOST vital to implementation of the National Incident Management System (NIMS).

relapse



disruption



spontaneity



interoperability

interoperability

30

83. ___ is considered one of the five Cs of radio communication.

Criticism



Capability



Consistency



Confrontation

Capability**