Ch12 Handling Problems, Conflicts, And Mistakes Flashcards
The difference between the current situation and the desired situation
Problem
A state of opposition between two parties
Conflict
Error or fault resulting from bad judgment, deficient knowledge, or carelessness
Mistake
Expression of grief, regret, pain, censure, or resentment
Complaint
A lamentation
Complaint
An accusation or fault finding
Complaint
The first step in solving any problem is to EXAMINE the problem closely and to ___________.
Define it carefully
Define the problem: Pay attention-
The best way to prevent major problems is to deal with MINOR issues before they reach the _________.
Crisis stage
_________problems are most likely to be solved by involving the members of the company.
Company level
A method of shared problem solving in which all member of a group spontaneously contribute ideas.
Brainstorming
The _______phase is often the most challenging aspect of problem solving, particularly if it requires the coordinated involvement of many different people
Implementation phase
An implementation plan must include a schedule to ensure that the goals are met. __________ focus effort and help prioritize activities
Deadlines
A ________ is valuable only if it is followed and someone ensures deadlines are met
Schedule
If the original solution cannot be implemented, the FO should consider a ___________.
Plan B
Managing conflict:
One factor that distinguishes a FO from a FF is the responsibility to act as an AGENT of the ______________
Formal organization
A basic approach that can be used when interpersonal conflict is the primary problem or a complicating factor
Conflict resolution model
_______are the backbone of order for the FD
Policies
When should new policies be discussed?
At the beginning of each work shift
Employees wrens to follow policies more closely if they believe they will ?
Be held accountable for them
________focuses on meeting the customers expectations
Customer satisfaction
The types of problems a FO can be expected to encounter can be classified into four broad categories:
- In-house issues: most of these conflicts begin and end at the company officer level
- Internal departmental issues: beyond the scope of local fire station. Usually requires action by command officer at higher level
- External issues: citizen complaint during ems incident. Make sure your supervisor isn’t surprised to learn of the problem
- High-profile incidents: likely to become major events. Arrests while on duty. Senior fire administrators become directly involved
One of the key factors in _________ is how to deal with situations that involve conflicts or complaints.
Decision making
_______ should always be guided by organizational values, guidelines, policies, and procedures
Decisions
The following systematic approach is recommended to ensure high-quality decision-making:(5)
- Define the problem
- Generate alternative solutions
- Select a solution
- Implement the solution
- Evaluate the result
Effective fire officers create a work environment that encourages subordinates to report bad news_____
Immediately
This includes immediately reporting injuries or broken equipment, regardless of the time of day
•Define the problem
Fear vs trust:
Every fire officer should foster a___relationship with his or her employees
Trusting
Employees who do not trust their boss or one another are unlikely to make good decisions when faced with a?
Problem
The best people to solve a problem are usually those who are directly involved in the problem.
True or false?
True
Decision making procedures:
•implement the solution-
No deadline means no?
Implementation
Plan B:
A problem is not truly solved unless it’s solution is?
Implemented
_______ should be a standard part of the process of any problem-solving activity
Evaluation
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?
Aware that a problem exist
List the points of the conflict resolution model
- listen and take detailed notes
- Active listening
- paraphrase and receive feedback
- Do not explain or excuse
Conflict resolution model:
The conscious process of securing all kinds of information through a combination of listening and observing
Engaged or active listening
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?
True
A detailed inquiry or systematic examination
Investigation
All complaints should be_____, even if the foundation for the complaint appears to be weak or nonexistent
Investigated
Conflict resolution model when emotions are high. There are four steps:
- Drain the emotional bubble.
- Understand the complainants viewpoint.
- Help they complain if you understood.
- Identify the complainers expectation for resolution.
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?
True
Good customer service requires blank on the part of every person involved
Sensitivity
