Ch12 Handling Problems, Conflicts, And Mistakes

Question 1

The difference between the current situation and the desired situation

Answer 1

Problem

Question 2

A state of opposition between two parties

Answer 2

Conflict

Question 3

Error or fault resulting from bad judgment, deficient knowledge, or carelessness

Answer 3

Mistake

Question 4

Expression of grief, regret, pain, censure, or resentment

Answer 4

Complaint

Question 5

A lamentation

Answer 5

Complaint

Question 6

An accusation or fault finding

Answer 6

Complaint

Question 7

The first step in solving any problem is to EXAMINE the problem closely and to ___________.

Answer 7

Define it carefully

Question 8

Define the problem: Pay attention-

The best way to prevent major problems is to deal with MINOR issues before they reach the _________.

Answer 8

Crisis stage

Question 9

_________problems are most likely to be solved by involving the members of the company.

Answer 9

Company level

Question 10

A method of shared problem solving in which all member of a group spontaneously contribute ideas.

Answer 10

Brainstorming

Question 11

The _______phase is often the most challenging aspect of problem solving, particularly if it requires the coordinated involvement of many different people

Answer 11

Implementation phase

Question 12

An implementation plan must include a schedule to ensure that the goals are met. __________ focus effort and help prioritize activities

Answer 12

Deadlines

Question 13

A ________ is valuable only if it is followed and someone ensures deadlines are met

Answer 13

Schedule

Question 14

If the original solution cannot be implemented, the FO should consider a ___________.

Answer 14

Plan B

Question 15

Managing conflict:

One factor that distinguishes a FO from a FF is the responsibility to act as an AGENT of the ______________

Answer 15

Formal organization

Question 16

A basic approach that can be used when interpersonal conflict is the primary problem or a complicating factor

Answer 16

Conflict resolution model

Question 17

_______are the backbone of order for the FD

Answer 17

Policies

Question 18

When should new policies be discussed?

Answer 18

At the beginning of each work shift

Question 19

Employees wrens to follow policies more closely if they believe they will ?

Answer 19

Be held accountable for them

Question 20

________focuses on meeting the customers expectations

Answer 20

Customer satisfaction

Question 21

The types of problems a FO can be expected to encounter can be classified into four broad categories:

Answer 21

1. In-house issues: most of these conflicts begin and end at the company officer level
2. Internal departmental issues: beyond the scope of local fire station. Usually requires action by command officer at higher level
3. External issues: citizen complaint during ems incident. Make sure your supervisor isn’t surprised to learn of the problem
4. High-profile incidents: likely to become major events. Arrests while on duty. Senior fire administrators become directly involved

Question 22

One of the key factors in _________ is how to deal with situations that involve conflicts or complaints.

Answer 22

Decision making

Question 23

_______ should always be guided by organizational values, guidelines, policies, and procedures

Answer 23

Decisions

Question 24

The following systematic approach is recommended to ensure high-quality decision-making:(5)

Answer 24

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

Question 25

Effective fire officers create a work environment that encourages subordinates to report bad news_____

Answer 25

Immediately This includes immediately reporting injuries or broken equipment, regardless of the time of day

Question 26

•Define the problem Fear vs trust: Every fire officer should foster a___relationship with his or her employees

Answer 26

Trusting

Question 27

Employees who do not trust their boss or one another are unlikely to make good decisions when faced with a?

Answer 27

Problem

Question 28

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

Answer 28

True

Question 29

Decision making procedures: •implement the solution- No deadline means no?

Answer 29

Implementation

Question 30

Plan B: A problem is not truly solved unless it's solution is?

Answer 30

Implemented

Question 31

_______ should be a standard part of the process of any problem-solving activity

Answer 31

Evaluation

Question 32

Managing conflict: The fire officer is the individuals first point of contact with the formal organization. The official response to the problem begins when the officer becomes?

Answer 32

Aware that a problem exist

Question 33

List the points of the conflict resolution model

Answer 33

* listen and take detailed notes * Active listening * paraphrase and receive feedback * Do not explain or excuse

Question 34

Conflict resolution model: The conscious process of securing all kinds of information through a combination of listening and observing

Answer 34

Engaged or active listening

Question 35

Conflict resolution model: The first phase of the conflict management template is to obtain as much information as possible about the problem. If the details are even slightly complicated, the fire officer should take notes True or false?

Answer 35

True

Question 36

A detailed inquiry or systematic examination

Answer 36

Investigation

Question 37

All complaints should be_____, even if the foundation for the complaint appears to be weak or nonexistent

Answer 37

Investigated

Question 38

Conflict resolution model when emotions are high. There are four steps:

Answer 38

1. Drain the emotional bubble. 2. Understand the complainants viewpoint. 3. Help they complain if you understood. 4. Identify the complainers expectation for resolution.

Question 39

To recommend a new policy or a change to an old policy successfully, the fire officer should carefully identify the problem and develop documentation to support the need for a change. True or false?

Answer 39

True

Question 40

Good customer service requires blank on the part of every person involved

Answer 40

Sensitivity