Chapter 12: Handling problems, conflicts, and mistakes

Question 1

Brainstorming

Answer 1

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

Question 2

Complaint

Answer 2

Expression of grief, regret, pain, censure, or resentment; lamentation; accusation; or fault finding.

Question 3

Conflict

Answer 3

A state of opposition between two parties. A complaint is a manifestation of a conflict.

Question 4

Investigation

Answer 4

A systematic inquiry or examination.

Question 5

Mistake

Answer 5

An error or fault resulting from defective judgement, deficient knowledge, or carelessness; a misconception or misunderstanding.

Question 6

Problem

Answer 6

A condition in which the desired situation is different from the current situation.

Question 7

How should decisions be guided?

Answer 7

By organizational values, guidelines, policies, and procedures.

Question 8

Four categories of types of problems a fire officer may encounter.

Answer 8

• In-house issues
• Internal departmental issues
• External issues
• High-profile incidents

Question 9

A systematic approach to ensure high quality decision making. A five step technique.

Answer 9

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

Question 10

How fire officers should receive bad news.

Answer 10

Effective fire officers create an environment that encourages subordinates to report bed news immediately.

Question 11

Fear vs Trust

Answer 11

Fire officers should foster a trusting relationship with his/her firefighters. Firefighters who do not feel their input is valuable will stop passing along vital information to the fire officer. Effective problem solving requires good information.

Question 12

Eight steps to brainstorm alternative solutions

Answer 12

1. Using a flip chart, whiteboard, or chalkboard, write out the problem statement.
2. Give the group a time limit to generate ideas, 15-25 min.
3. The fire officer should function as the scribe
4. Tell everyone to contribute alternative solutions
5. Once the brainstorming time is up, have the group pick select the five they like the best.
6. Write out five criteria for judging which solution best solves the problem.
7. Have every participant rate the five alternative solutions, using a 0-5 scale.
8. Add up the score for each idea. The ideal with the highest score is the one that provides the best solution for your problem.

Question 13

What might a firefighter come to an officer with complaints about?

Answer 13

• A co-worker/s
• The work environment, including the fire station, apparatus, or equipment
• A fire department policy or procedure
• The fire officers own behavior, decisions, or actions.

Question 14

Conflict Resolution Model

Answer 14

A basis approach that can be used in situations where interpersonal conflict is the primary problem or a complicating factor.

Question 15

The four step process of the conflict resolution model.

Answer 15

1. Listen and Take Detailed Notes
2. Active Listening
3. Paraphrase and Receive Feedback
4. Do Not Explain or Excuse

Question 16

What is the product of an investigation?

Answer 16

A report which is provided in an appropriate format for the fire officer’s immediate supervisor.

Question 17

The three objectives of a complete investigative report.

Answer 17

1. The report must identify and clearly explain the issues.
   2, Provide a complete impartial, and factual presentation of the background information and relevant facts.
2. The conclusion should be a recommended action plan, which is based on and supported by the information.

Question 18

The four possible responses to the findings and recommended action of an investigation.

Answer 18

1. Take no further action
2. Recommend the action requested by the complainant.
3. Suggest as alternative solution.
4. Refer the issue to the office or person who can provide a remedy.

Question 19

The four step conflict resolution model when emotions are high.

Answer 19

1. Drain the emotional bubble
2. Understand the complainant’s viewpoint.
3. Help the complainant feel understood.
4. Identify the complainant’s expectation for resolution.

Question 20

When new policies are introduced what is the fire officers role in its implementation.

Answer 20

• The officer is responsible for ensuring that the firefighters ate informed about the policy and fully understand it.
• The officer should require that all firefighters read the policy and sign off that they understand it.
• The officer should evaluate the employee’s actions against the policy.
• On a long term basis regular reviews of the policies should occur.

Question 21

Different types of complaints a fire officer may receive from a citizen.

Answer 21

1. The conduct or behavior of a firefighter (or group of firefighters)
2. The fire company’s performance or service delivery.
3. Fire department policy

Question 22

Customer service

Answer 22

A term that public safety has borrowed from the retail business world. The focus is on fixing problems, straightening out procedural glitches, correcting errors or omissions, and providing information.

Question 23

Customer satisfaction

Answer 23

A focus on meeting the customers expectations.