Chapter 3 Flashcards
At the turn of the 20th century a trumpet was used to?
Shout orders on the fire ground
Successful communication occurs?
Two people can exchange information and develop mutual understanding.
And the communication cycle the process is truly effective only when?
The person receiving the information is able to understand what the other person intended to transmit.
The communication cycle consists of five parts:
- Message.
- Sender.
- Medium.
- Receiver.
- Feedback.
The sender is?
The person or entity who is sending the message
The medium…
Refers to the method, used to convey the information from the sender to the receiver.
Environmental noise is…
A physical or sociological condition that interferes with the message
Sociological environment noise is a more subtle and difficult problem. Prejudice and bias are examples of…
Sociological, environmental noise
The following provides suggestions to improve communication by minimizing this type of environmental noise:
-Do not struggle for power: focus attention on the message, not whether the sender has the authority to deliver to the receiver.
-Avoid an offhand manner: if you want your information to be taken seriously, you must deliver it that way be clear and firm about matters that are important.
-Keep emotions and check: emergency operations often deal with events that invoke intense feelings that can interfere with focus and attention to the fact of the situation at hand.
-Remember that words have meaning: select words that clearly convey your thoughts, and be mindful of the impact of the tone of voice.
-Do not assume that the receiver understands the message: encourage the receiver to ask questions, and seek clarification if the intent of the message is unclear.
-Immediately seek feedback: if the receiver identifies an error, or has a concern about the message, encourage that individual to make the statement sooner rather than later.
-Provide an appropriate level of detail: think about the person who is receiving the message, and how much information that individual needs.
-Watch out for conflicting orders: make sure that your message is consistent with information coming from other sources.
The receiver is…
The person who receives an interprets the message
Feedback completes the communication cycle by:
Confirming receipt and verifying the receivers interpretation of the message.
The following techniques may help improve your listening skills:
-do not assume anything do not anticipate what someone will say.
-Do not interrupt: let the individual who is trying to express a point or position have a full say say.
- Try to understand the need: often the initial complaint or problem is a symptom of the real underlying issue.
Directed questioning, is a good method to keep a conversation?
On topic
The fire officer needs to communicate _______ during emergency incidents?
Effectively
The _____ approach requires asking, precise questions, providing timely and accurate information and giving clear and specific orders.
Direct
The ______ should be the gatekeeper for information exchange via radio communications.
IC
The key points for emergency communications are as follows:
- Be direct
- Speak clearly
- Use normal tone of voice
- If you are using a radio, hold the microphone about 2 inches/5 cm from your mouth.
- If you are using a repeater system, allow for a time delay after King the microphone.
- Use plain English rather than “10 codes”.
- Use common terminology that is recognized by the NIMS, especially when interacting with multiple agencies and disciplines.
- Try to avoid being in the proximity of other noise sources such as running engines.
The first arriving company at an incident needs to describe conditions to the Dispatch center __________.
Concisely
A fire officer who provides a calm and complete description of the situation on arrival demonstrates…
Leadership and ability to control the action that will occur
The C-A-N progress radio report
C: conditions
- Your location on the fire ground
- Smoke and heat conditions
- Obstacles your encounter
- What is burning?
A: Actions
- Completing a primary search
- Finishing an assigned objective
- activities in progress, such as pulling ceilings are performing salvage
- Reporting fire is under control
N: Needs
- Urgent assistance
- Additional firefighters
- Tools or equipment
- Ventilation
The fire officer must demonstrate the ability to _____________ and _____________ to all of the units that are operating and arriving.
Take control of the situation
provide specific direction
During an emergency incident, both the _______and the _______should strive to make their radio messages, accurate, clear, and as brief as possible.
Sender
Receiver
In 2015, who started the project, Mayday initiative to improve fire, command awareness,
Chief, Don Abbott
Project made a developer system for tracking phrases, repeated over the radio prior to?
A May Day being called
Every organization has an informal communication system, also known as?
The grapevine
General supervisor responsibilities for first line supervisors are as follows:
- Set the direction for the fire company work that carries out the departments mission, vision, and strategic goals.
- Ensure your fire company members deliver high-quality work.
- manage the workload so your fire company can deliver work that is on time and within the department budget.
- Maintain a safe and harassment, free workplace
- Hold Your Fire company members accountable for both outcomes and behavior.
- ## Develop your fire company members through leading supporting coaching and counseling. (Flaherty, 2013)
A grievance is defined as…
Dispute claim, or complaint, that any employee or a group of employees, may have about the interpretation, application or alleged violation of some provision of the labor agreement or personal regulations.
A grievance procedure is defined as…
A formal structure process that is employed within an organization to resolve a grievance. In most cases, the grievance procedure is incorporated in the personal rules, or the labor agreement and specifies a series of steps that must be followed in a particular order.
An employee can contact _______ at any time to discuss a situation, including how the union interpret the rule in question, and whether a grievance should be submitted.
Union representative
Sample Step 1
The grievant presents his or her complainant verbally to a supervisor, shortly after the occurrence of the action that gave rise to the grievance. In some organizations this non-documented verbal notification is called an informal grievance or step zero.
Sample step 2
The second step initiates the formal part of a grievance procedure. If the problem is not resolved at step one, the employee may prepare and submit a written grievance.
In step 2 the supervisor has _______ calendar days to reach a decision, and provide a written reply to the grievant.
10
Failure to respond to the grievance within 10 days means that the supervisor has _______ the grievance, and the grievance may immediately go to _______ step.
Denied
3rd
Sample step 3
I stepped three gents is written out on another specific grievance form and against specifies the article and section of the contract or personnel regulation, alleged to have been violated dates times, and specific violations that are alleged to have taken place and the desired remedy order adjustment.
A step three gents is submitted to a second level supervisor typically a _______ who has 10 calendar working days to respond.
Administrative fire officer
Sample step 4
If the grievance remains unsolved, the grievance can present it to the fire, chief, or Design as the fourth step.
In step 4 the fire chief has 10 working days to respond to a step for grievance. If the chief does not respond within the timeframe, or if the grievance remains, unsettled, the process moves out of the fire department to a _______ , _______ or _______ for resolution.
Mediator, personal board, or civil service board
The following systematic approach is recommended to ensure high-quality decision-making:
- Defined the problem.
- Generate alternative solutions.
- Select a solution.
- Implement the solution.
- Evaluate the result.
Although the five step technique appears to be designed for situations where plenty of time is available, the same basic approaches used for ________.
Emergency incidents
Brainstorming is….
A method of shared problem-solving, and with all members of a group spontaneous contribute ideas.
One important constraint that applies to brainstorming is and…
Most notably, the process assumes that the problem statement is accurate and the criteria is valid.
What phase is often the most challenging aspect of problem-solving, particularly if it requires the coordinated involvement of many different people?
The implementation phase
_________ and __________ tasks may require a formal project management plan and a designed coordinator, particularly if they require the coordinated activity of multiple agencies.
Complex long range
SOP’s provide a _______ to allow activities to be efficiently completed through the effort of everyone involved in the event.
Framework
Command staff assignments includes the roles of:
Incident safety officer
liaison officer
public information officer.
For departments that have broad SOPs, or none at all the Fire Officer has two choices in assigning tasks:
Preassigning them or assigning them as needed on the scene
When giving assignments at the scene, the fire officer must be _______ and _______, and ensure that the firefighters understand their assigned tasks.
Clear and concise
When ensuring the firefighters understand their tasks this situation, the fire officer uses a _______ style of leadership, because the emergency scene does not allow for participative decision-making.
autocratic
What are some daily tasks in most departments?
- station cleaning
- Trips to the grocery store
- Equipment check out
What are some daily tasks in most departments?
- station cleaning
- Trips to the grocery store
- Equipment check out
Training is defined as…
The process of achieving proficiency through instruction and hands-on practice in the operation of equipment and systems that are expected to be used in the performance of assigned duties.
Coaching is defined as…
A method of directing instructing and training a person or group of people, with the aim of achieving some goal or developing specific skills
NFPA 1041
Standard for fire and emergency services instructor professional qualifications
What is a basic responsibility of every fire officer?
To provide training for subordinate fire department members
What is the four step firefighter development?
The method of choice, if a candidate must describe how to improve performance with an existing procedure, or explain a new procedure or device.
What was the four step training method renamed to?
Job instruction training
What are the four steps?
- preparation
- Presentation
- Application
- Evaluation
What is unconsciously competent?
The highest level of conscious competence learning matrix developed by Dr. Thomas Gordon in the 1970s at this level the skill becomes so practiced it enters the unconscious part of the brain. It becomes second nature.
What is the final preparation activity?
To check the physical environment, ensure that the environment is conducive to adult learning.
Step three use of application the firefighter should be able to?
Demonstrate the task or skill under the fire officer supervision. The objective is correct demonstration of the task safely performed.
And step four : evaluation at the end of the lesson or program there should be ___________ of the students progress.
An evaluation
Firefighters who fail an evolution or skill performance, may fail for one or more of the following reasons:
- Exceeded time limit
- Missed a critical step in the procedure
- Created a safety hazard
- Unable to perform the task
If a firefighter is incompetent in an evolution or skill performance, they may require?
Remedial training and practice and a mandatory reevaluation
The firefighter does not know what he or she does not know
Unconscious incompetence
The firefighter knows what he or she does not know.
Conscious incompetence
The firefighter knows how to perform the evolution or skill performance, the correct, and complete way.
Conscious competence
What does the term sets and reps come from??
Physical training practice
The firefighter is experienced with this evolution or skill performance, to the point that the activity appears, natural or easy.
Unconscious competence
An effective mentor should have the following qualities:
- A desire to help
- Current knowledge
- Effective coaching, counseling, facilitating and networking skills
Active learning research recommends spending no more than how many minutes presenting a former lecture or video presentation?
10 minutes
After how many minutes does the student lose focus of passive learning?
15 to 20 minutes
Psychomotor skills can be classified into 4 categories:
- Initial
- Plateau
- Latency
- Mastery
Federal regulations mandate that four topics are covered as part of an emergency service training program;
- blood-borne pathogens
- Hazardous materials, awareness and operations
- SCBA fit testing
- national incident management system (NIMS)
Most states and Commonwealth require a trainee to pass a knowledgeable exam and skills test for what certification before engaging in interior Structural firefighting.
Fire Fighter I
What does NFPA Fire Instructor II cover?
The development of a training program in more detail
Training has occurred when there is an?
Observable change in behavior
Pilot classes or trial runs are a sort of testing to provide the opportunity for new programs to?
Tweaking the program, identify any problems and correct any unforeseen issues before finalization.
A good lesson plan satisfies what 4 criteria?
- Organize the lesson.
- Identifies key points.
- Can be reused.
- Allows others to teach the program.
Complaints complex and mistakes are?
Special categories of problems
A complaint is?
An expression of grief,regret, pain, censure, or resentment; A lamentation; an accusation; or fault finding.
A conflict is
A state of opposition between two parties. A complaint is often a manifestation of a conflict.
A mistake is
An error or fault, resulting from bad judgment, deficient knowledge, or carelessness.
What types of problems could a fire officer be expected to encounter?
- In-house issues
- Internal department issues
- External issues
- High profile incidents
What types of internal conflict situations may a fire officer face?
- A coworker or coworkers
- the work environment including the fire station, apparatus or equipment.
- A fire department policy or procedure
- The fire officers own behavior, decisions, or actions.
What is the conflict resolution model?
A basic approach that can be used in situations where interpersonal conflict is the primary problem or a complicating factor
When paraphrasing and receiving feedback, the first objective should be to?
Understand the issue and why the individual is complaining
An investigation should be a?
Detailed inquiry or systematic examination
A complete investigated report has three objectives:
- The report must first identify and clearly explain the issues
- The report should then provide a complete, impartial, and factual presentation of the background information and relevant facts.
- The conclusion should be a recommended action plan, which is based on and supported by the information.
Once an investigation is completed, the fire officer presents the findings and recommends action to a supervisor at a higher level. What are the four possible responses?
- Take no further action
- Recommend the action requested by the complainant
- Suggest an alternative solution
- Referred the issue to the office or person who can provide a remedy
For many conflicts, the fire officer needs to _________ with the complainant to see whether the problem is resolved
Follow up
Psychological contract refers to?
Mutual unwritten expectations that exist between an employee and his or her employer, regarding policies and practices in their organization.
What four steps are in the conflict resolution model?
-Drain the emotional bubble
-Understand the complaint viewpoint
-Help the complainant feel understood
-Identify the complainants expectation for resolution
The initial complaint or behavior can be a sign or symptom of a?
Larger problem
Fire officers should consider the following warning signs of stress related issues in an individual:
- Isolation from others
- Disturbed sleep
- Increased irritability.
- Decreased interest in significant activities.
- Self destructive, or reckless behavior.
What are the following signs that a firefighter may be grappling with substance abuse?
- Mood swings and desire to spend time alone
- Loss of interest or lack of socialization
- Increased anxiety and crankiness
- Missing work or continuous issues at work
- Changing diet
- Lack of care in physical appearance
Gagliano states that a successful firefighter marriage requires five essential conversations:
- Re-entry time
- Harshness and gallows humor
- Handling the tough runs
- Dealing with the fix-it mentality
- Keep your first family first
What is required to get an ASD diagnosis?
The disorder must last for a minimum of three days and a maximum of four weeks
