Chapter 12: handling problems, conflicts and mistakes

Question 1

difference between current situation and desired situation?

Answer 1

ptoblem

Question 2

categories of problem?

Answer 2

complaints/conflicts/mistakes

Question 3

expression of grief, regret, pain, or resentment?

Answer 3

complaint

Question 4

a state of opposition between 2 parties?

Answer 4

conflict

Question 5

error resulting in bad judgement carelessness or deficient knowledge?

Answer 5

mistake

Question 6

requires maturity, patience, determination and courage?

Answer 6

dealing with problems and conflicts

Question 7

4 categories of problems?

Answer 7

in house issues/internal department issues/external issues/high profile incidents

Question 8

if fire officer is in doubt he should?

Answer 8

discuss situation w/ officer of next highest rank in chain of command.

Question 9

systematic approach to ensure high quality decision making? (DiGIte)

Answer 9

define the problem/generate alternative solutions/implement the solution/evaluate the result

Question 10

first step in solving a problem?

Answer 10

define the problem

Question 11

how does a fire officer deal w/ a problem before it becomes a crisis?

Answer 11

pay attention

Question 12

what can damage a fire officers reputation quickly?

Answer 12

not finding out about a situation until it is to late

Question 13

fire officers should create a work environment that?

Answer 13

encourages subordinates to report bad news immediately

Question 14

best people to solve a problem?

Answer 14

those directly involved in the problem

Question 15

method of shared problem solving all members of group spontaneously contribute ideas?

Answer 15

brainstorming

Question 16

8 steps to assist fire officer when brainstorming?

Answer 16

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

Question 17

fire officer should implement?

Answer 17

project plan/list tasks, responsibilities, and due dates

Question 18

if original solution can not be implemented fire officer should consider?

Answer 18

plan b

Question 19

should be standard part of process of any problem solving activity?

Answer 19

evaluation

Question 20

part of evaluation process requires?

Answer 20

feedback

Question 21

differentiates between fire officer and ff?

Answer 21

officer acts as agent of formal organization

Question 22

one of the most difficult situations for fire officer?

Answer 22

interpersonal conflict/grievance with another member

Question 23

ff’s should come to officer w/ complaints about?

Answer 23

coworker/work environment/fd policies and procedures/fire officers, behavior, decisions and actions.

Question 24

first phase of conflict resolution?

Answer 24

obtain info

Question 25

if details are complicated officer should?

Answer 25

take notes

Question 26

important starting point of conflict resolution?

Answer 26

find out what complainant thinks about situation

Question 27

conscious process of securing info through listening and observing.

Answer 27

active listening

Question 28

detailed inquiry or systematic examination?

Answer 28

investigation

Question 29

complete examination report should have?

Answer 29

identify and clearly explain issues/complete impartial, factual presentation/conclusion should be a action plan

Question 30

4 possible responses after a investigation?

Answer 30

take no further action/recommend action requested by complainant/suggest alternative solution/refer to office or person who can provide remedy.

Question 31

who developed conflict resolution model for when emotions are high?

Answer 31

Michael taigman

Question 32

4 steps of taigman’s conflict resolution?

Answer 32

drain the emotional bubble/understand complainants view/help complainant feel understood/identify complainants expectations for resolution

Question 33

who is best individual to recommend new department policies due to direct contact w/ ff’s and citizens?

Answer 33

fire officer

Question 34

3 types of citizen complaints?

Answer 34

conduct or behavior of ff/fd’s performance or service delivery/fd policy

Question 35

term borrowed from retail service world?

Answer 35

customer service

Question 36

focuses on meeting customers expectations?

Answer 36

customer satisfaction

Question 37

served as professor of management at graduate school of new york, his 1974 “management: tasks, responsibilities, practices” was used in fdny promotional exam?

Answer 37

peter drucker