Chapter 12 – handling problems, conflicts, and mistakes

Question 1

The types of problems that a fire officer could be expected to encounter can be classified into four broad categories:

Answer 1

1. In-house issues
2. Internal departmental issues
3. External issues
4. High profile incidence

Question 2

A problem should be solved at the ……….within an organization

Answer 2

Lowest possible level

Question 3

Five step technique to ensure high-quality decision making:

Answer 3

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

Question 4

Which phase is often the most challenging aspect of problem-solving, particularly if it requires the coordinated involvement of many different people?

Answer 4

Implementation phase

Question 5

An internal evaluation should be performed immediately ……….., and then follow up evaluations should be performed at regular intervals

Answer 5

After implementation

Question 6

One of the most difficult situations for a fire officer is an ………or ……….within the company or directly involving a company member

Answer 6

Interpersonal conflict
Or
Grievance

Question 7

During active listening, the fire officer should be aware of ………that may indicate agreement, dissatisfaction, anger, or other emotions. Often these ………..provide great insight into the disposition of the speaker.

Answer 7

Non-verbal clues

Question 8

Sometimes the fire officer who received a complaint is assigned to conduct the investigation; however a fire officer who is directly or personally involved in the problem should ……..be involved in conducting the investigation

Answer 8

Never

Question 9

A complete investigative report has three objectives:

Answer 9

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

Question 10

What are four responses of action taken once an investigation is complete?

Answer 10

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

Question 11

Taigman and Dean conflict resolution model follows four steps:

Answer 11

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

Question 12

When should the fire officer discuss any new policies with their subordinates?

Answer 12

At the beginning of each work shift

Question 13

What is the first role of the fire officer responding to a citizen complaint?

Answer 13

Respond in a professional manner that effectively obtains the needed information and does not make the situation worse

Question 14

If the complaint deals with an operational issue, who should it be sent to?

Answer 14

Chief of operations

Question 15

If the complaint is about codes, it should be sent to………

Answer 15

The fire marshal

Question 16

If the citizen complaint issue affects all areas of the department, it would be forwarded to the……….

Answer 16

Chief of the department

Question 17

Complaints about personnel should be forwarded to……….

Answer 17

Supervisor of the individual who is involved for action

Question 18

The farther up the chain of command you go with an issue, the more likely the resolution……….

Answer 18

Will not work to your advantage

Question 19

Few things damage a new fire officers reputation more quickly than this?

Answer 19

Not finding out about a situation that is going poorly until it’s too late to fix it

Question 20

Who are the best people to solve a problem?

Answer 20

Those who are directly involved in the problem.

Question 21

This is a method of shared problem-solving in which all members of a group spontaneously contribute ideas

Answer 21

Brainstorming

Question 22

A detailed inquiry or a systematic examination.

Answer 22

An investigation

All complaints should be investigated, even if the foundation for the complaint appears to be weak or nonexistent.

Question 23

What is the most common method to get new policies adapted or to change existing policies?

Answer 23

Outline the problem that one or more firefighters have identified to their supervisor, with the recommendation that, “someone ought to do something about this.”

Question 24

How should a fire officer recommend a new policy, or a change to an old policy successfully?

Answer 24

Carefully identify the problem and develop documentation to support the need for a change.

Question 25

What are the backbone of order for the fire department?

Answer 25

Policies

Question 26

The fire officer should require that all firefighters read the policy and sign off that they _______ __. This practice helps accountability.

Answer 26

Understand it

Question 27

Who functions as the official recipient of the complaint when a citizen makes a formal complaint?

Answer 27

The fire officer