CHAPTER 6 REVISED 130 - 134

Question 1

Company officers and crewmembers are the first and sometimes only contacts that ‘’ ?

Answer 1

Citizens have with the fire and emergency service organization

Question 2

To establish a positive relationship with the community, the company officer must first know who the ‘’ CUSTOMERS are as well as where they ‘’ and ‘’ .

Answer 2

External customers are as well as where they live and work

Question 3

The public information officer, a senior staff member, or the fire chief may be able to handle

Answer 3

Complex complaints or concerns from customers

Question 4

’’’ are categorized into groups based onPhysical
Social
Economical characteristics
Age, occupation, sex, family size

Answer 4

Populations
P. 130

Question 5

Sources of ‘’’ on national state or local levelS in the United States are:
US census bureau
US Department of health and human services
Local school boards
US Department of labor
State regional local government agencies
Canadian census bureau

Answer 5

demographic data

Question 6

’’’ vary regionally between:
Urban
Suburban
Rural areas

Answer 6

Demographics

Question 7

Classifications used to define ‘’’
Age
Gender
Sexual orientation
EthnicITY
Race
Religion
Politics,
Social economic level
Education

Answer 7

Diversity

Question 8

The community includes the composition of the organizations area of responsibility with a mobile and shifting population. The area of responsibilities include.

Answer 8

Individuals who commute into the area
Live in the area or work elsewhere
Residential and the response area temporarily such as university students, tourist workers

Question 9

Diversity can create challenges between service providers, and customers a lack of understanding creates a’’

Answer 9

US-THEM mentality that separates people

Question 10

The language people use their attitudes. Their perceived priorities are often used to.

Answer 10

Classify them

Question 11

The diversity of language, cultural customs, and cultural values should be viewed as an?

Answer 11

Asset

Question 12

When dealing with the public the company officer must always keep good

Answer 12

Customer service in mind

Question 13

Citizens concerns often turn into

Answer 13

Citizens complaints

Question 14

Issues may involve something directly under the control of fire, an emergency service organizations, such as:
BR
I
WA

Answer 14

Burning regulations
Inspections
Weed abatements

Question 15

Other issues may also involve something over which fire emergency services have no jurisdiction, such as

Answer 15

Parking regulations

Question 16

What skills officers need when dealing with erratic citizens is

Answer 16

Effective listening

Question 17

What can help officers understand local?idioms and nonverbal languages.

Answer 17

Community familiarity

Question 18

Resolving all concerns, complaints, and inquiries including those involved ‘’ or ‘ is the duty of all members of the organization

Answer 18

Personal act or omissions

Question 19

What should be model for the entire company to follow?

Answer 19

Quality customer service

Question 20

The citizens concerned must remain a priority and until it’s resolved in some cases, the best solution is to

Answer 20

Let citizens speak directly to the appropriate person

Question 21

One class of citizens complaints involves a members’’’ these cases must be handled with extreme care because of the sensitivity of these issues in terms of organizational image, the concern for the right of all involved in possible litigation

Answer 21

acts or omissions

Question 22

Policies usually require ‘’ the incident

Answer 22

Documenting