Chapter 12

Question 1

problem

Answer 1

is the difference between the curent situation and the desired situation

Question 2

Complaint

Answer 2

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

Question 3

conflict

Answer 3

is state of opposition between two parties.

Question 4

A complaint is often

Answer 4

a manifestation of a conflict

Question 5

Mistake

Answer 5

is an error or fault resulting from bad judgement, deficient knowledge or carelessness

Question 6

General Decision Making procedures

Answer 6

1. Define the problem
2. Generate alternative
3. select a solution
4. Implement the solution(most challenging)
5. Evaluate the results

Question 7

Fire officers who create a barrior to

Answer 7

receiving administrative bad news can suffer catastrophic results at an emergency scene

Question 8

A lgitimate problem-solving process

Answer 8

has to be reasonable and based on logic and organizational

Question 9

Deadlines focus

Answer 9

efforts and help prioritize activities

Question 10

A problem is not

Answer 10

truly solved unless its solution is implemented.

Question 11

Evaluation should be

Answer 11

a standard part of the process of any problem-solving activity

Question 12

One of the most diificult situations for a fire officer is

Answer 12

an interpersonal conflict or grievance within the company or directly involving a company officer

Question 13

Engage or active listing is

Answer 13

the conscious process of securing all kinds of information through a combination of listening and observing

Question 14

Customer service

Answer 14

fixes problems, straightens out procdural glitches, corrects errorsof omission( or commission) and provides information

Question 15

Customer Satisfaction

Answer 15

focuses on the meeting the customer’s expectations.