Ch. 12: Handling Problems, Conflicts, and Mistakes Flashcards
What is the difference between the current situation and the desired situation?
a problem
What is an expression of grief, regret, pain, censure, or resentment; a lamentation; an accusation; or fault finding?
a complaint
What is a state of opposition between two parties?
a conflict
- A complaint is often a manifestation of a conflict.
What is an error or fault resulting from bad judgment, deficient knowledge, or carelessness?
a mistake
What are the four broad categories that the types of problems that a fire officer could be expected to encounter?
- In-house issues
- Internal departmental issues
- External issues
- High-profile incidents
What are situations or decisions occurring at the work location that are within the direct scope of supervisory responsibilities?
In-house issues
What type of problem category are operational policies, decisions, or activities that go beyond the scope of the local fire station?
Internal departmental issues
What category do fire department activities that involve private citizens or another organization fall into?
External issues
What are issues that are likely to become major events?
High-profile incidents
What is the systematic approach that is recommended to ensure high-quality decision making where there is plenty of time available?
[DASIE]
- DEFINE the problem.
- Generate ALTERNATIVE solutions.
- SELECT a solution.
- IMPLEMENT the solution.
- EVALUATE the result.
What is the best way to prevent major problems?
It is to deal successfully wit minor issues before they reach the crisis stage.
What is the only way a fire officer can define the problem correctly?
Is with the best information
The best people to solve a problem are usually those who are directly involved in the problem.
Company-level problems are most likely to be solved by involving the members of the company.
What is a method of shared problem solving in which all members of a group spontaneously contribute ideas?
brainstorming
What characteristics does a legitimate problem-solving process has to be?
Reasonable and based on logic and organizational values.
What is often the most challenging aspect of problem solving?
The implementation phase
What should fire officer’s consider if the original problem-solving solution cannot be implemented?
A “plan B”
What is one of the most difficult situations for a fire officer?
An interpersonal conflict or a grievance within the company or directly involving a company member.
What basic approach can be used in situations where interpersonal conflict is the primary problem or a complicating factor?
The conflict resolution model [LAPD]
Conflict Resolution Model
[LAPD] Listen and Take Detailed Notes Active Listening Paraphrase and receive feedback Do not excuse or explain
What is a detailed inquiry or systematic examination?
an investigation
What are the four possible responses once an investigation is completed?
- Take no further action
- Recommend the action requested by the complainant.
- Suggest an alternative solution.
- Refer the issue to the officer or person who can provide a remedy.
What is especially effective when there is a conflict and emotions are high?
Taigman’s Conflict Resolution Model [DUHI]
Taigman’s Conflict Resolution Model
[DUHI]
- Drain the Emotional Bubble
- Understand the Complainant’s Viewpoint
- Help the Complainant Feel Understood
- Identify the Complainant’s Expectation for Resolution
When emotions are high and the fire officer is attempting to resolve a conflict, what is the first thing they should do?
Listen deeply, actively, and empathetically to drain the emotional bubble.
How can the fire officer drain the emotional bubble?
Asking questions and encourages responses to allow the complainant to express grief, regret, pain, or resentment completely
What is the most common method to get new policies adopted or to change existing policies?
Outline the problem one or more firefighters have identified to their supervisor with the recommendation that “someone ought to do something about this.”
What is one effective technique to make a change when there is a problem with a policy or change to an old policy arises?
Discuss the situation with other fire officers initially to determine how widespread the perceived problem is.
