Chapter 12 Handling problems kc Flashcards
When Brain storming give a time limit of
15 to 25 minutes
When Brain storming use groups of
4 to 16
An expression of grief, regret, pain, Censure or resentment
Complaint
What must be included to ensure goals are met
Schedule
Michael Taigman conflict resolution model is 4 steps
1- Drain the emotional Bubble
2- Understand the complainants viewpoint
3- Help the complainant feel understood
4- Identify the complainants expectation for resolution
Served as a Professor of management
Peter Drucker
Who encouraged managers to question the value of each organizational activity once a year
Peter Drucker
5 step systematic approach is recommended to ensure high-quality decision making
(Question may be very specific)
D- Define problem A- Alternative solution S- Select Solution I- Implement Solution E- Evaluate results
A reflexive _____or______ gives an individual an additional reason to complain.
explanation or excuse
? Focuses efforts and helps prioritize activities
Deadlines
3 objectives of an investigation are:
- Identify and explain issues
- Report
- Recommend action plan
1st phase of Conflict Management template is to ?
Obtain as much information as possible
When dealing with a civilian, the CO should ask ?
What could resolve the situation
“Listen and take good notes” is what part of the TAIGMAN model
Step 3: help the complainant feel understood
An error or fault resulting from bad judgement, deficient knowledge or carelessness; misunderstanding
Mistake
A ? Is often a manifestation of conflict
Complaint
State of opposition between 2 parties
Conflict
Difference between the curren situation and desired situation
Problem
Actively listening is what part of the TAIGMAN model
Step 1: drain the emotional bubble
The fire officer may take or recommend 4 actions after completing an investigation. They are
- Take no further action
- Recommend the action requested by the complainant
- Suggest an alternative solution
- Refer the issue to the office or person who can provide a remedy
One of the most difficult situations for a CO is an interpersonal ? Or ? With in the company
Conflict or grievance
A problem is not truly solved unless it’s solution is ?
Implemented
? Focuses on meeting the customers expectations
Customer satisfaction
? Is the term that public safety has borrowed from the retail business world
Customer service
? Are the backbone of order for the fire dept
Policies
At what point should a CO approach their supervisor for a policy change
Once a written proposal has been developed
What is often the most challenging aspect of problem solving
Implementation phase
Who is best positioned to recommend new dept policies
The fire officer
Which group of 4 is going to kick ass on this test in November?
This group of guys
Joe, Greg, Kenny and Jorge
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
Destroy
Should the Fire Chief participate in the decision making process
No
Some constraints that apply to Brainstorming notably assume
that the problem statement is accurate and criteria is valid
The 5 Brainstorming ideas should be rated on what scale
0 to 5 scale
Once the Brainstorming time is up, have the group select how many ideas to rate
5 ideas
Method of shared problem solving in which all members of a group contribute ideas
Brainstorming
A well defined problem is one that is
Half - Solved
The best people to help solve a problem are usually those that are
Directly involved
A Problem should be solved at what level
the lowest level
Issues that are likely to become major events
High profile incidents
Activities that involve private citizens or another organization
External issues
Internal Department issues are items that
Operational policies, decisions or activities that go beyond the scope of the local Fire Station
Situations or Decisions occurring at the work location within the scope of the supervisor
In - House issues
The purpose of an investigation is to
obtain information beyond the initial complaint
A detailed inquiry or systematic examination
Investigation
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
Do explain or excuse
The conscious process of securing all kinds of info through a combination of listening and observing
Active Listening
The official response to a problem begins when
the CO becomes aware the problem exists
First level representative that acts as an agent of the formal organization
Fire Officer
Changing a plan should not be viewed as
a failure
If the original solution can not be implemented the Fire Officer should
have a “ Plan B”
The types of problems that a fire officer could be expected to encounter can be classified into 4 broad categories. Name them.
- In house issues
- Internal dept issues
- External issues
- High profile incidents
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
External issues
A complaint about the assignment of duties to different individuals within the fire station.
In house, internal dept, external or high profile
In house issues
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
Internal dept issues
A fire fighter who is arrested while on duty. Senior fire administrators often become directly involved
In house, internal dept, external or high profile
High profile
When brainstorming, the fire officer should fiction as
The scribe
