Ch. 12: Handling Problems, Conflicts, and Mistakes Flashcards

1
Q

What is the difference between the current situation and the desired situation?

A

a problem

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2
Q

What is an expression of grief, regret, pain, censure, or resentment; a lamentation; an accusation; or fault finding?

A

a complaint

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3
Q

What is a state of opposition between two parties?

A

a conflict

- A complaint is often a manifestation of a conflict.

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4
Q

What is an error or fault resulting from bad judgment, deficient knowledge, or carelessness?

A

a mistake

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5
Q

What are the four broad categories that the types of problems that a fire officer could be expected to encounter?

A
  • In-house issues
  • Internal departmental issues
  • External issues
  • High-profile incidents
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6
Q

What are situations or decisions occurring at the work location that are within the direct scope of supervisory responsibilities?

A

In-house issues

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7
Q

What type of problem category are operational policies, decisions, or activities that go beyond the scope of the local fire station?

A

Internal departmental issues

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8
Q

What category do fire department activities that involve private citizens or another organization fall into?

A

External issues

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9
Q

What are issues that are likely to become major events?

A

High-profile incidents

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10
Q

What is the systematic approach that is recommended to ensure high-quality decision making where there is plenty of time available?

A

[DASIE]

  1. DEFINE the problem.
  2. Generate ALTERNATIVE solutions.
  3. SELECT a solution.
  4. IMPLEMENT the solution.
  5. EVALUATE the result.
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11
Q

What is the best way to prevent major problems?

A

It is to deal successfully wit minor issues before they reach the crisis stage.

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12
Q

What is the only way a fire officer can define the problem correctly?

A

Is with the best information

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13
Q

The best people to solve a problem are usually those who are directly involved in the problem.

A

Company-level problems are most likely to be solved by involving the members of the company.

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14
Q

What is a method of shared problem solving in which all members of a group spontaneously contribute ideas?

A

brainstorming

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15
Q

What characteristics does a legitimate problem-solving process has to be?

A

Reasonable and based on logic and organizational values.

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16
Q

What is often the most challenging aspect of problem solving?

A

The implementation phase

17
Q

What should fire officer’s consider if the original problem-solving solution cannot be implemented?

A

A “plan B”

18
Q

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

A

An interpersonal conflict or a grievance within the company or directly involving a company member.

19
Q

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

A

The conflict resolution model [LAPD]

20
Q

Conflict Resolution Model

A
[LAPD]
Listen and Take Detailed Notes
Active Listening
Paraphrase and receive feedback
Do not excuse or explain
21
Q

What is a detailed inquiry or systematic examination?

A

an investigation

22
Q

What are the four possible responses once an investigation is completed?

A
  1. Take no further action
  2. Recommend the action requested by the complainant.
  3. Suggest an alternative solution.
  4. Refer the issue to the officer or person who can provide a remedy.
23
Q

What is especially effective when there is a conflict and emotions are high?

A

Taigman’s Conflict Resolution Model [DUHI]

24
Q

Taigman’s Conflict Resolution Model

A

[DUHI]

  1. Drain the Emotional Bubble
  2. Understand the Complainant’s Viewpoint
  3. Help the Complainant Feel Understood
  4. Identify the Complainant’s Expectation for Resolution
25
Q

When emotions are high and the fire officer is attempting to resolve a conflict, what is the first thing they should do?

A

Listen deeply, actively, and empathetically to drain the emotional bubble.

26
Q

How can the fire officer drain the emotional bubble?

A

Asking questions and encourages responses to allow the complainant to express grief, regret, pain, or resentment completely

27
Q

What is the most common method to get new policies adopted or to change existing policies?

A

Outline the problem one or more firefighters have identified to their supervisor with the recommendation that “someone ought to do something about this.”

28
Q

What is one effective technique to make a change when there is a problem with a policy or change to an old policy arises?

A

Discuss the situation with other fire officers initially to determine how widespread the perceived problem is.

29
Q

Brainstorming time:

A

15-25 minuets for 4-16 people

30
Q

The first phase of the conflict management template is to

A

Obtain as much information as posible

31
Q

A focus of _______ fixes problems, straightens out procedural glitches, corrects errors, and provides information

A

Customer Service

32
Q

_________ focuses on meeting the customer’s expectations

A

Customer Satisfaction