Chapter 12 Handling problems kc Flashcards

1
Q

When Brain storming give a time limit of

A

15 to 25 minutes

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2
Q

When Brain storming use groups of

A

4 to 16

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3
Q

An expression of grief, regret, pain, Censure or resentment

A

Complaint

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4
Q

What must be included to ensure goals are met

A

Schedule

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5
Q

Michael Taigman conflict resolution model is 4 steps

A

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

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6
Q

Served as a Professor of management

A

Peter Drucker

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7
Q

Who encouraged managers to question the value of each organizational activity once a year

A

Peter Drucker

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8
Q

5 step systematic approach is recommended to ensure high-quality decision making

(Question may be very specific)

A
D- Define problem
A- Alternative solution
S- Select Solution
I- Implement Solution
E- Evaluate results
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9
Q

A reflexive _____or______ gives an individual an additional reason to complain.

A

explanation or excuse

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10
Q

? Focuses efforts and helps prioritize activities

A

Deadlines

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11
Q

3 objectives of an investigation are:

A
  1. Identify and explain issues
  2. Report
  3. Recommend action plan
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12
Q

1st phase of Conflict Management template is to ?

A

Obtain as much information as possible

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13
Q

When dealing with a civilian, the CO should ask ?

A

What could resolve the situation

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14
Q

“Listen and take good notes” is what part of the TAIGMAN model

A

Step 3: help the complainant feel understood

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15
Q

An error or fault resulting from bad judgement, deficient knowledge or carelessness; misunderstanding

A

Mistake

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16
Q

A ? Is often a manifestation of conflict

A

Complaint

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17
Q

State of opposition between 2 parties

A

Conflict

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18
Q

Difference between the curren situation and desired situation

A

Problem

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19
Q

Actively listening is what part of the TAIGMAN model

A

Step 1: drain the emotional bubble

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20
Q

The fire officer may take or recommend 4 actions after completing an investigation. They are

A
  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
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21
Q

One of the most difficult situations for a CO is an interpersonal ? Or ? With in the company

A

Conflict or grievance

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22
Q

A problem is not truly solved unless it’s solution is ?

A

Implemented

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23
Q

? Focuses on meeting the customers expectations

A

Customer satisfaction

24
Q

? Is the term that public safety has borrowed from the retail business world

A

Customer service

25
Q

? Are the backbone of order for the fire dept

A

Policies

26
Q

At what point should a CO approach their supervisor for a policy change

A

Once a written proposal has been developed

27
Q

What is often the most challenging aspect of problem solving

A

Implementation phase

28
Q

Who is best positioned to recommend new dept policies

A

The fire officer

29
Q

Which group of 4 is going to kick ass on this test in November?

A

This group of guys

Joe, Greg, Kenny and Jorge

30
Q

Going through a process that results in no Change or provides no feedback to the fire crew is the quickest way to ? F/f participate in the decision making process

A

Destroy

31
Q

Should the Fire Chief participate in the decision making process

A

No

32
Q

Some constraints that apply to Brainstorming notably assume

A

that the problem statement is accurate and criteria is valid

33
Q

The 5 Brainstorming ideas should be rated on what scale

A

0 to 5 scale

34
Q

Once the Brainstorming time is up, have the group select how many ideas to rate

A

5 ideas

35
Q

Method of shared problem solving in which all members of a group contribute ideas

A

Brainstorming

36
Q

A well defined problem is one that is

A

Half - Solved

37
Q

The best people to help solve a problem are usually those that are

A

Directly involved

38
Q

A Problem should be solved at what level

A

the lowest level

39
Q

Issues that are likely to become major events

A

High profile incidents

40
Q

Activities that involve private citizens or another organization

A

External issues

41
Q

Internal Department issues are items that

A

Operational policies, decisions or activities that go beyond the scope of the local Fire Station

42
Q

Situations or Decisions occurring at the work location within the scope of the supervisor

A

In - House issues

43
Q

The purpose of an investigation is to

A

obtain information beyond the initial complaint

44
Q

A detailed inquiry or systematic examination

A

Investigation

45
Q

pg 232
When it comes to conflict resolution how should you handle a complainant that has made a complaint about an officers action or a policy

A

Do explain or excuse

46
Q

The conscious process of securing all kinds of info through a combination of listening and observing

A

Active Listening

47
Q

The official response to a problem begins when

A

the CO becomes aware the problem exists

48
Q

First level representative that acts as an agent of the formal organization

A

Fire Officer

49
Q

Changing a plan should not be viewed as

A

a failure

50
Q

If the original solution can not be implemented the Fire Officer should

A

have a “ Plan B”

51
Q

The types of problems that a fire officer could be expected to encounter can be classified into 4 broad categories. Name them.

A
  1. In house issues
  2. Internal dept issues
  3. External issues
  4. High profile incidents
52
Q

An example of a citizen making a complaint about an inappropriate remark uttered during an EMS incident. It requires the fire officer to perform one additional task early in the conflict resolution process.

In house, internal dept, external or high profile

A

External issues

53
Q

A complaint about the assignment of duties to different individuals within the fire station.

In house, internal dept, external or high profile

A

In house issues

54
Q

A conflict over where a reserve ladder truck will be housed and which company will be responsible for maintaining it

In house, internal dept, external or high profile

A

Internal dept issues

55
Q

A fire fighter who is arrested while on duty. Senior fire administrators often become directly involved

In house, internal dept, external or high profile

A

High profile

56
Q

When brainstorming, the fire officer should fiction as

A

The scribe