Chapter 12: handling problems, conflicts and mistakes Flashcards
difference between current situation and desired situation?
ptoblem
categories of problem?
complaints/conflicts/mistakes
expression of grief, regret, pain, or resentment?
complaint
a state of opposition between 2 parties?
conflict
error resulting in bad judgement carelessness or deficient knowledge?
mistake
requires maturity, patience, determination and courage?
dealing with problems and conflicts
4 categories of problems?
in house issues/internal department issues/external issues/high profile incidents
if fire officer is in doubt he should?
discuss situation w/ officer of next highest rank in chain of command.
systematic approach to ensure high quality decision making? (DiGIte)
define the problem/generate alternative solutions/implement the solution/evaluate the result
first step in solving a problem?
define the problem
how does a fire officer deal w/ a problem before it becomes a crisis?
pay attention
what can damage a fire officers reputation quickly?
not finding out about a situation until it is to late
fire officers should create a work environment that?
encourages subordinates to report bad news immediately
best people to solve a problem?
those directly involved in the problem
method of shared problem solving all members of group spontaneously contribute ideas?
brainstorming
8 steps to assist fire officer when brainstorming?
write out problem statement/give group time limit/fire officer should scribe/everyone contribute alternative solutions/limit to 5 key ideas/5 criteria for judging solution/rate solutions 0-5/add up scores
fire officer should implement?
project plan/list tasks, responsibilities, and due dates
if original solution can not be implemented fire officer should consider?
plan b
should be standard part of process of any problem solving activity?
evaluation
part of evaluation process requires?
feedback
differentiates between fire officer and ff?
officer acts as agent of formal organization
one of the most difficult situations for fire officer?
interpersonal conflict/grievance with another member
ff’s should come to officer w/ complaints about?
coworker/work environment/fd policies and procedures/fire officers, behavior, decisions and actions.
first phase of conflict resolution?
obtain info
if details are complicated officer should?
take notes
important starting point of conflict resolution?
find out what complainant thinks about situation
conscious process of securing info through listening and observing.
active listening
detailed inquiry or systematic examination?
investigation
complete examination report should have?
identify and clearly explain issues/complete impartial, factual presentation/conclusion should be a action plan
4 possible responses after a investigation?
take no further action/recommend action requested by complainant/suggest alternative solution/refer to office or person who can provide remedy.
who developed conflict resolution model for when emotions are high?
Michael taigman
4 steps of taigman’s conflict resolution?
drain the emotional bubble/understand complainants view/help complainant feel understood/identify complainants expectations for resolution
who is best individual to recommend new department policies due to direct contact w/ ff’s and citizens?
fire officer
3 types of citizen complaints?
conduct or behavior of ff/fd’s performance or service delivery/fd policy
term borrowed from retail service world?
customer service
focuses on meeting customers expectations?
customer satisfaction
served as professor of management at graduate school of new york, his 1974 “management: tasks, responsibilities, practices” was used in fdny promotional exam?
peter drucker
