Chapter 3

Question 1

An intense, unpleasant, and dysfunctional reaction beginning shortly after an overwhelming traumatic event and lasting less than a month

Answer 1

Acute stress disorder

Question 2

A method of shared problem solving in which all members of a group spontaneously contribute idea

Answer 2

Brainstorming

Question 3

A method of directing, instructing, and training a person or group of people with the aim to achieve some goal or develop specific skills

Answer 3

Coaching

Question 4

Expression of grief, regret, pain, censure, or resentment ; lamentation ; accusation ; or fault finding

Answer 4

Complaint

Question 5

A state of opposition between two parties. This is often the manifestation of a complaint

Answer 5

Conflict

Question 6

An employee benefit that covers all or part of the cost of employees to receive counseling, referrals, and advice in dealing with stressful issues in their lives. These problems may include substance abuse, bereavement, marital problems, weight issues, or general wellness issues

Answer 6

Employee assistance program

Question 7

A physical or sociological condition that interferes with the message in the communication process

Answer 7

Environmental noise

Question 8

A dispute, claim, or complaint that any employee or group of employees may have in relation to the interpretation, application, and/or alleged violation of some provision of the labor agreement or personnel regulations

Answer 8

Grievance

Question 9

A formal, structured process that is employed within an organization to resolve a grievance. In most cases is incorporated in the personnel rules or the labor agreement and specifies a series of steps that must be followed in a particular order

Answer 9

Grievance procedure

Question 10

A systematic inquiry or examination

Answer 10

Investigation

Question 11

A systematic four step approach to training fire fighters in a basic job skill: (1) prepare the fire fighters to learn, (2) demonstrate how the job is done, (3) try them out by letting them do the job, and (4) gradually put them on their own

Answer 11

Job instruction training

Question 12

A development relationship between a more experienced person and a less experienced person

Answer 12

Mentoring

Question 13

An error or fault resulting from defective judgement, deficient knowledge, or carelessness ; a misconception or misunderstanding

Answer 13

Mistake

Question 14

The damage done to one’s conscience or moral compass when that person perpetrates, witnesses, or fails to prevent acts that transgress one’s own moral beliefs, values, or ethical codes of conduct

Answer 14

Moral injury

Question 15

A condition characterized by symptoms of avoidance and nervous system arousal after experiencing or witnessing a traumatic event

Answer 15

Post traumatic stress disorder

Question 16

Refers to mutual unwritten expectations that exist between an employee and his or her employer regarding policies and practices in their organization

Answer 16

Psychological contract

Question 17

One complete motion of an exercise

Answer 17

Rep

Question 18

The process of adapting well in the face of adversity, trauma, tragedy, threats, or significant sources of stress, such as family relationship problems, serious health problems, or workplace and financial stressors

Answer 18

Resiliency

Question 19

A group of consecutive repetitions

Answer 19

Set

Question 20

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

Answer 20

Training

Question 21

The highest level of the conscious competence learning matrix developed by Dr. Thomas Gordon in the 1970s. At this level, the skill becomes so practiced that it enters the unconscious parts of the brain - it becomes second nature

Answer 21

Unconsciously competent