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