Ch. 12: Handling Problems, Conflicts, and Mistakes

Question 1

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

Answer 1

a problem

Question 2

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

Answer 2

a complaint

Question 3

What is a state of opposition between two parties?

Answer 3

a conflict

- A complaint is often a manifestation of a conflict.

Question 4

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

Answer 4

a mistake

Question 5

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

Answer 5

• In-house issues
• Internal departmental issues
• External issues
• High-profile incidents

Question 6

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

Answer 6

In-house issues

Question 7

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

Answer 7

Internal departmental issues

Question 8

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

Answer 8

External issues

Question 9

What are issues that are likely to become major events?

Answer 9

High-profile incidents

Question 10

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

Answer 10

[DASIE]

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

Question 11

What is the best way to prevent major problems?

Answer 11

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

Question 12

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

Answer 12

Is with the best information

Question 13

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

Answer 13

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

Question 14

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

Answer 14

brainstorming

Question 15

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

Answer 15

Reasonable and based on logic and organizational values.

Question 16

What is often the most challenging aspect of problem solving?

Answer 16

The implementation phase

Question 17

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

Answer 17

A “plan B”

Question 18

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

Answer 18

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

Question 19

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

Answer 19

The conflict resolution model [LAPD]

Question 20

Conflict Resolution Model

Answer 20

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

Question 21

What is a detailed inquiry or systematic examination?

Answer 21

an investigation

Question 22

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

Answer 22

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.

Question 23

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

Answer 23

Taigman’s Conflict Resolution Model [DUHI]

Question 24

Taigman’s Conflict Resolution Model

Answer 24

[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

Question 25

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

Answer 25

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

Question 26

How can the fire officer drain the emotional bubble?

Answer 26

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

Question 27

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

Answer 27

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

Question 28

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

Answer 28

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

Question 29

Brainstorming time:

Answer 29

15-25 minuets for 4-16 people

Question 30

The first phase of the conflict management template is to

Answer 30

Obtain as much information as posible

Question 31

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

Answer 31

Customer Service

Question 32

_________ focuses on meeting the customer’s expectations

Answer 32

Customer Satisfaction