Chapter 12: Handling Problems, Conflicts and Mistakes

Question 1

State of opposition between two parties

Answer 1

Conflict

Question 2

And expression of grief, regret, pain, censure, or resentment

Answer 2

Complaint

Question 3

In-house issues such as assignment of duties to different individuals within a fire station begin and end at what level

Answer 3

Company officer level

Question 4

Internal departmental issues (for example a conflict over where a reserve ladder truck will be house in which company will be responsible for maintaining it) requires action by

Answer 4

Command officers at a higher level

Question 5

High profile incidents involves what level on the organizational chart

Answer 5

Senior fire administrators

Question 6

Systematic approach recommended to ensure high-quality decision-making

Answer 6

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

Question 7

How much time should be given to brainstorm for a group of 4 to 16 people

Answer 7

15 to 25 minutes

Question 8

Criteria statements include the word___

Answer 8

Should

Question 9

The most common method to get new policies adopted

Answer 9

The supervisor comes up with a solution and gets the department to adopt it

Question 10

Dealing appropriately with problems and conflicts requires

Answer 10

Maturity, patience, determination, and courage