Chapter 4: HR Management I Flashcards
1
Q
How many steps are there to the planning process?
A
5
2
Q
Who are the most important resource available to the fire and emergency services organizations?
A
Personnel
3
Q
What are the steps of the planning process in order?
A
Identify Select Design Implement Evaluate
4
Q
What is step 5 of the planning process?
A
Evaluate
5
Q
What is step 3 of the planning process?
A
Design
6
Q
What is step 1 of the planning process?
A
Identify
7
Q
What is step 4 of the planning process?
A
Implement
8
Q
What is step 2 of the planning process?
A
Select
9
Q
Which step of the planning process chooses the appropriate response to the problem according to the desired goals, outcomes, and objectives?
A
Step 2: Select
10
Q
Which step of the planning process determines the effectiveness of the activities in meeting the goals or outcomes?
A
Step 5: Evaluate
11
Q
Which step of the planning process identifies a problem that requires a response?
A
Step 1: Identify
12
Q
Which step of the planning process performs the selected activity or supervises crew members in the activity that will mitigate the problem?
A
Step 4: Implement
13
Q
Which step of the planning process determines the steps required to meet the selected goals, outcomes, and objectives?
A
Step 3: Design
14
Q
Who came up with the Operational Planning “P” approach?
A
US Coast Guard
15
Q
What are four examples of company level planning?
A
Tasks and activities
Preincident planning
Company level training
Company level inspections
16
Q
To make a recommendation for modification the company officer should document what? (4 items)
A
Situation description
Recommended alteration
Justification for recommendation
Protected outcome for alteration
17
Q
What are eight organizational policies that company officer should have knowledge of?
A
Duty assignments Promotions Retention Performance evaluations Duty exchange Leave (vacation, sick, and wellness) Substance abuse Absenteeism
18
Q
Most fire and emergency services organizations have probationary periods, these periods are usually how many months?
A
6-18 months
19
Q
Who is usually responsible for managing the evaluation process for the probationary period?
A
Company officer
20
Q
During the probationary period who provides guidance while observing and evaluating the new employee’s performance against established standards, policies, procedures, and practices?
A
First line supervisor
21
Q
Expectations of a probationary employee should be clear, concise and understandable and in what form of communication?
A
Written form
22
Q
An unfavorable work environment occurs when employees are subjected to what?
A
Pattern of offensive conduct or behaviors
23
Q
What section of the Civil Rights Act of 1964 deals with hostile work environments?
A
Tile VII of Civil Rights Act of 1964
24
Q
How many criteria are there for a hostile work environment in Title VII of the Civil Rights Act of 1964?
A
4
25
What are the four criteria for hostile work environment of the Civil Rights Act of 1964?
Actions must discriminate
Must be persuasive lasting over a period of time
Behavior, actions, or communication must be sever and must seriously disrupt the employee’s work or interfere with employee career progress
Employer knew about actions and did not intervene
26
Performance evaluations can be informal or formal?
Both, formal and informal
27
Informal evaluations should be either oral or written?
Both oral or written
28
Formal evaluations should be oral or written?
Written
29
Impromptu evaluations are considered informal or formal?
Informal
30
Which evaluation, formal or informal, are held on a specific schedule?
Formal performance evaluations
31
Formal performance evaluations are held on a specific schedule, are they annually, semi-annually or both?
Both: Annually or semi-annually
32
What type of evaluation, formal or informal, can occur before a promotional examination?
Formal performance evaluation
33
According to NFPA 1021 what level of Fire Officer is responsible for formal performance evaluation?
Level II Fire Officer
| In some organizations Level 1 Fire Officer has the responsibility
34
Leave for an employee is accrued in accordance with what policies?
Organizations policies
35
What Act requires employers to maintain accurate records of hours worked?
Fair Labor Standards Act (FLSA)
36
What is the name of the program that helps employees and their families with work or personal problems?
Employee Assistance Program (EAP)
37
When the body undergoes normal levels of stress it responds with increases in what? And dilation of what?
```
Blood pressure
Heart rate
Oxygen consumption
Muscle tension and strength
Dilation of pupils
```
38
If an absence was due to a personal problem, the company officer should refer the employee to who?
EAP for counseling
39
What are four examples of situations that may cause an employee to abuse alcohol or drugs?
Death or serious injury of a child
Death of a colleague
Cause of unusual human suffering/neglect
Other high profile events
40
What are symptoms of substance abuse specific to opiate and narcotic abusers?
Accelerated heart rate
Constricted pinpoint pupils
Relaxed or euphoric state
This could lead to dangerous level or respiratory depression
41
What individuals feel the effects of substance abuse?
Individual abusing
Those who live and work with individual
Public
42
What is the first step the company officer should take when dealing with the issue of absenteeism with an employee?
Gather all information concerning the particular incident through communication with the employee
43
What are general signs and symptoms of general substance abuse?
```
Change in circle of friends
Reclusive behavior— long periods spent in self imposed isolation
Long unexplained absences
Lying and stealing
Involvement on the wrong side of the law
Deteriorating family relationships
Obvious intoxication, delirium, incoherence, or unconsciousness
Changes in behavior and attitude
Decrease in job or school performance
```
44
What kind of management style occurs when people hide their own emotions so that others do not know how they feel?
Passive (nonaggressive)
45
What kind of management style has the goal of to appease others and avoid conflict at any cost?
Passive (nonaggressive)
46
What kind of management style occurs when people express their emotions openly and use threatening behaviors toward people or objects which results in the violations of other’s rights?
Aggressive
47
What kind of management style has the goal to dominate the situation or other person and “win”?
Aggressive
48
What kind of management style occurs when people express their emotions honestly and defend their rights without hurting others?
Assertive
49
What kind of management style has the goal of communication and mutual respect, fair play, and compromise between the rights and needs of the two parties involved in the conflict?
Assertive
50
How many methods are there for resolving conflict?
5
51
What are the five methods for resolving conflict?
```
Avoiding
Accommodating
Forcing
Negotiating
Collaborating
```
52
Taking a nonassertive or passive approach is an example of what method of resolving conflict?
Avoiding conflict
53
Appeasing others by passively giving in to their positions is an example of what method of resolving conflict?
Accommodating
54
Relying on an aggressive and uncooperative approach is an example of what method of resolving conflict?
Forcing conflict
55
Reaching a compromise solution that all parties can agree upon is an example of what method resolving conflict?
Negotiating conflict
56
Sharing information openly and honestly is an example of what method of resolving conflict?
Collaborating conflict
57
What method of resolving conflict do people deny that a problem exists?
Avoiding
58
What method of resolving conflict is the second person’s needs are met at the expense of the first person?
Accommodating
59
What method of resolving conflict creates animosity?
Forcing
60
What method of resolving conflict results in a single solution response to the problem?
Forcing
61
What method of resolving conflict results in a decision that causes everyone to compromise on some things while benefiting on others?
Negotiating
62
What method of resolving conflict is focused on the best interests of the organization, community, or service area?
Collaborating
63
What method of resolving conflict results in a lose-lose situation?
Avoiding
64
What method of resolving conflict results in a lose-win situation?
Accommodating
65
What method of resolving conflict results in a win-lose situation?
Forcing
66
Which method of resolving conflict results in the best solution to the conflict?
Collaborating
67
When the emotions involving the conflict are vey high what conflict management style should be used: avoiding, acomodating, forcing, negotiating, or collaborating?
Avoiding conflict
68
When the conflict may damage or compromise an important relationship and the relationship is important what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Avoiding conflict
69
When the company officer or supervisor does not have a high stake in the issue that is causing the conflict what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Avoiding and Accommodating
70
When the conflict may damage or compromise an important relationship what conflict management style should be used: avoiding accommodating, forcing, negotiating, or collaborating?
Accommodating
71
When the senior person involved in the conflict is an autocratic manger who uses the forcing style of conflict management what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Accommodating
72
When there is limited time to resolve the conflict what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating and accommodating and forcing
73
When the issue is extremely important and the final decision will be an unpopular one what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Forcing
74
When maintaining relationships is not important what conflict management style should be used: avoiding , accommodating, forcing, negotiating, or collaborating?
Forcing
75
When the support of others is not important tot he outcome of the decision what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Forcing
76
When conflict resolution is urgent and there is not time for debate or discussion what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Forcing
77
When the issues are complex and critical what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating
78
When there are no clear or simple solutions to the situation what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating
79
When all parties to the conflict are interested in different solutions what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating
80
When all parties have similar power within the organization what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating
81
When the resulting solution will be temporary what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating
82
When the time to resolve the conflict is short what conflict resolution style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating
83
When the situation demands the best possible solution without a compromise what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Collaborating
84
When the parties involved are committed to cooperation for the good of the organization what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Collaborating
85
When the maintenance of relationships is very important what conflict management style should be used: avoiding, accommodating, forcing, negotiationg, or collaborating?
Collaborating
86
When the conflict is peer based conflict what conflict management style should be used: avoiding, accommodating, forcing, negotiating, or collaborating?
Collaborating
87
What conflict management style is the most difficult of the styles to implement, yet is also the most rewarding: avoiding accommodating, forcing, negotiating, or collaborating?
Collaborating
88
What conflict management style requires a change in the culture, which has to originate at the highest level: avoiding, accommodating, forcing, negotiating, or collaborating?
Collaborating
89
What conflict management style requires that all parties are willing to work for the goals of the organization or unit and provide all the information that is necessary to make the final decision: avoiding, accommodating, forcing, negotiating, or collaborating?
Collaborating
90
What conflict management style has a disadvantage in that it takes mutual trust, time, skills, and effort to use it: avoiding, accommodating, forcing, negotiating, or collaborating?
Collaborating
91
What conflict management style has the advantage that it usually results in the best possible outcome: avoiding, accommodating, forcing, negotiating, or collaborating?
Collaborating
92
What conflict management styles has become symbolic in some labor management negotiations: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating
93
What conflict management style if used too often causes the people or groups involved to ask for more than they need, knowing they will not get it: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating
94
What conflict management style has a disadvantage in that the solution may not be the best one for the organization or unit: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating
95
What conflict management style has the potential for damaged personal relationships to be very high for the person using this style: avoiding, accommodating, forcing, negotiating, or collaborating?
Forcing
96
What conflict management style has the solution that may be the best possible one if the person is right but may be disastrous is the person is wrong: avoiding, accommodating, forcing, negotiating, or collaborating?
Forcing
97
What conflict management style results in the loss of leadership and influence in the group if it continues to be used repeatedly: avoiding, accommodating, forcing, negotiating, or collaborating?
Accommodating
98
What conflict management style may result in a compromised solution and the potential for animosity or resentment: avoiding, accommodating, forcing, negotiating, or collaborating?
Accommodating
99
What conflict management style will cause the relationship to suffer in the long run: avoiding, accommodating, forcing, negotiating, or collaborating?
Avoiding
100
What conflict management style takes a nonassertive or passive approach: avoiding, accommodating, forcing, negotiating, or collaborating?
Avoiding
101
What conflict management style appeases others by passively giving in to their positions: avoiding, accommodating, forcing, negotiating, or collaborating?
Accommodating
102
What conflict management style relies on an aggressive and uncooperative approach: avoiding, accommodating, forcing, negotiating, or collaborating?
Forcing
103
What conflict management style reaches a compromise solution that all parties can agree upon: avoiding, accommodating, forcing, negotiating, or collaborating?
Negotiating
104
What conflict management style is also called the problem solving style: avoiding, accommodating, forcing, negotiating, or collaborating?
Collaborating
105
What conflict management style shares information openly and honestly: avoiding, accommodating, forcing, negotiating, or collaborating?
Collaborating
106
How many steps are there to conflict resolution?
6
107
What are the steps to conflict resolution, in order?
Classify/Identify problem
Define/diagnose problem
Determine the right response/appropriate conflict management style
Determine alternative options
Convert the decision to an action
Test the action against the desired outcome
108
What is step 6 on conflict resolution?
Test the action against the desired outcome
109
What is step 4 of conflict resolution?
Determine alternative options
110
What is step 2 of conflict resolution?
Define/diagnose the problem
111
What is step 1 of conflict resolution?
Classify/identify the problem
112
What is step 3 of conflict resolution?
Determine the right response/appropriate conflict management style
113
What is step 5 of conflict resolution?
Convert the decision to an action
114
Which step to conflict resolution implements the chosen conflict management style?
Step 5
115
Which step to conflict resolution determines which style is the next best choice if the selected style is not effective?
Step 4
116
Which step of conflict resolution implements the decision and tests the results against the agreed upon outcome?
Step 6
117
Which conflict resolution step determines whether an issue should be resolved through collaboration, negotiation, force, accomodation, or avoidance?
Step 3
118
Which conflict resolution step determines the amount of time, skills, effort, and resources required to resolve an issue?
Step 2
119
Which conflict resolution step determines what type of conflict is involved and identifies participants?
Step 1
120
If the company officer can resolve a conflict with the conflict resolution process what is the alternative process that can be used?
Internal conflict or dispute resolution process
121
What form of internal conflict or dispute resolution process is one of the most effective?
Peer-mediation process
122
What are five benefits of the peer mediation process?
```
Relationships are maintained
External publicity is avoided
Costly litigation is avoided
Organizations and participants control the process
Participants control the resolution
```
123
What are four reasons that people break rules?
Resentment
Boredom
Ignorance
Stress
124
What is the main purpose of discipline?
To educate
125
Discipline in the fire and emergency services is designed to do what three things?
Provide motivation
Ensure compliance with policies and procedures
Provide direction
126
Corrective disciplinary actions should be taken in a manner that is ________ and ________?
Progressive and lawful
127
What are the three levels of progressive discipline?
Preventive action
Corrective action
Punitive action
128
What type of progressive discipline should be taken when an employee commits a serious violation as the first offense?
Corrective action
129
What type of progressive discipline action should be taken when an employee continues to exhibit inappropriate behavior despite earlier corrective efforts or commits a very serious violation of organizational rules as a first offense?
Punitive action
130
Corrective action progressive discipline is different from preventive action primarily in that corrective action is always done in _______?
Writing
131
The company officer is most likely to use what level of progressive discipline?
Preventive action
132
Discipline may only be administered for violations of what? (6 items)
```
Written policies
Procedures
Rules
Regulations
SOP/SOG’s
Verbal orders
```
133
What is the term for a complaint against management by one or more personnel concerning an actual, alleged, or perceived injustice?
Grievance
134
During the collective bargaining process, _______ are carried out?
Negotiations
