Co

Question 0

Certification provides a yardstick by which to

Answer 0

Measure competency in every type of department from the largest to the smallest from All paid to all volunteer

Question 1

Fire departments should be sure that their personnel are professionals this can be accomplished through

Answer 1

Certification and education

Question 2

There are several reasons to certify including

Answer 2

Protection from liability
recognition of demonstrated proficiency
recognition of professionalism
budget and salary justification

Question 3

A significant step in the certification process occurred when

Answer 3

The joint Council established the national professional qualification system in 1972

Question 4

The present certification standards are part of the

Answer 4

NFPAs codes and standards making process

Question 5

There are _____

NFPA codes and standards dealing with every aspect of fire protection

Answer 5

Almost 300

Question 6

Many federal agencies including OSHA NIH and DOE reference

Answer 6

NFPA’s codes and standards in their own regulations

Question 7

Many insurance companies use

_________for guidelines in assessing risk and setting premiums

Answer 7

Nfpa documents

Question 8

NFPA’s codes and standards are the result of more than

Answer 8

200 committees consisting of more than 5000 individuals who serve voluntarily

Question 9

_________

Of the NFPA documents deal with qualifications of those who serve in the fire service

Answer 9

10

Question 10

As public organizations fire service organizations are open to

Answer 10

Public scrutiny and are held accountable for their actions

Question 11

NFPA published the first national standard for fire service officers in

Answer 11

1976

Question 12

The present version of
_______
outlines the requirements for fire officers at four levels of competency

Answer 12

NFPA 1021 standard for fire officer professional qualifications

Question 13

Fire officer one focuses on

Answer 13

The needs of the first-line supervisor

Question 14

For fire officer 2 the requirements focus on

Answer 14

The management aspects of the company officers job and help prepare individuals to move into staff assignments

Question 15

The requirements for Officer three deal mostly with

Answer 15

Administration and management preparing officers to move into positions of increasing responsibility at the mid-management level

Question 16

Officer 4 satisfies the need of

Answer 16

Senior staff and chief officers

Question 17

_________Are important for the company officer as indicated by the NFPA standard 1021

Answer 17

Good writing skills

Question 18

Is now a prerequisite for fire officer one

Answer 18

Fire instructor one

Question 19

The requirements of NFPA 1021 are the result of

Answer 19

A task analysis that determined the work done by typical fire officers at four levels within the organization

Question 20

Fire officer one requires skills to manage safely by demonstrating knowledge about

Answer 20

The most common causes of injury accidents and the spread of infectious disease

Question 21

——— are similar and both represent the needs of individuals moving into and ascending the supervisory ranks of the fire service

Answer 21

The courses in college fire science programs and the requirements of the fire officer certification process

Question 22

Pragmatic courses

Answer 22

Building construction and hydraulics

Question 23

Most community college programs provide the following learning outcomes

Answer 23

Effectively communicate
Locate evaluate and use information apply math skills
apply critical thinking skills

Question 24

The fire and rescue service is unique. no other occupation

Answer 24

Serves the public in so many ways

Question 25

The ability to react to the publics needs and resolve any problems encountered places a

Answer 25

High level of responsibility on every member including the newest firefighter.

Question 26

Demanding -------- are vitally important

Answer 26

Entry-level requirements and rigorous recruit training

Question 27

In order to maintain skills and learn New Ones, a continuing program of

Answer 27

Training and education should be provided to all members

Question 28

Training to maintain skills should be

Answer 28

Provided by the department

Question 29

Preparing for advancement should involve

Answer 29

Some individual initiative on the part of the member

Question 30

Although advancement brings greater prestige it also brings

Answer 30

Added responsibilities

Question 31

You can prepare to make the transition from firefighter to fire officer with

Answer 31

Study and effort

Question 32

There been many ways of promoting officers over the last century but we are seeing more and more departments adopt a

Answer 32

Organized career development program

Question 33

To help members prepare for advancement and more importantly to prepare to capably serve in the new position after advancement the

Answer 33

The new skills knowledge and abilities should be mastered before the member becomes eligible for promotion to the next rank

Question 34

----------Is a shared responsibility. Both you and your community have an obligation and both will benefit from your growth

Answer 34

Professional development

Question 35

The individuals responsibility

Answer 35

Motivation preparation

Question 36

The departments responsibility

Answer 36

Opportunity environment

Question 37

Some personnel may view these training and education requirements as others will see them as

Answer 37

Barriers to their advancement opportunities

Question 38

Taking courses helps develop new skills knowledge and abilities so they can

Answer 38

- Perform duties in additional areas - perform current duties and more efficient and safe manner - learn new procedures as they are introduced

Question 39

In the final analysis professional development provides members with

Answer 39

An established program of advancement opportunity

Question 40

For the individual advancement means

Answer 40

Increased responsibilities

Question 41

They will planned professional development program is

Answer 41

A good deal for everyone it benefits the member the department and the community

Question 42

The member must be motivated to prepare for and except

Answer 42

The additional responsibilities and duties that come with promotion

Question 43

High standards should be set for promotion to

Answer 43

The first supervisory ranks

Question 44

The primary purpose of the requirements is to ensure

Answer 44

That personnel are fully prepared to face the complex challenges of the new position they are assuming

Question 45

Most of the requirements focus on

Answer 45

Administration management and supervisory issues

Question 46

Lt.

Answer 46

``` Fire officer one 1021 instructor one 1041 English building construction fire suppression sometimes called strategy and tactics ```

Question 47

Captains

Answer 47

Fire officer to 1021 instructor one 1041 second English preferably in report writing math administration or management leadership or supervision

Question 48

Transfer credit for prior college efforts and relevant courses taken at

Answer 48

The national fire Academy and state training programs should always be excepted

Question 49

To make the system work best these courses should be

Answer 49

Completed before you take the test for advancement

Question 50

To validate the process, the test or assessment process should

Answer 50

Carefully consider the content of all the courses in the selection criteria

Question 51

Once promoted you should continue your professional development by

Answer 51

Reading relevant books and magazines and by attending professional conferences

Question 52

Strategies for success as a company officer

Answer 52

Be a professional set personal goals continuously work on your own training and education and encourage the same in others Be loyalty your colleagues and your department be a role model

Question 53

Being a -------means that you are dedicated and committed to the job learning all that you can and giving as much as you can

Answer 53

Professional

Question 54

Every time you go to the station

Answer 54

Make some contribution to the improvement of the place and your organization

Question 55

Although the constitution guarantees freedom of speech good judgment suggest that

Answer 55

This freedom must be tempered with reason and sometimes constraint

Question 56

These individuals leave a lasting impression with us hopefully positive

Answer 56

First officer or first instructor

Question 57

Being a good role model does not mean that you must be perfect it means you

Answer 57

Try hard and work to improve so that you can do better be better tomorrow

Question 58

Professionalism encompasses

Answer 58

``` Attitude behavior communication style demeanor ethical bullies ``` ABCDE

Question 59

Is at the core of your performance

Answer 59

Attitude.

Question 60

A good positive attitude suggests

Answer 60

You were working to be a role model

Question 61

Being a role model means being a

Answer 61

Professional

Question 62

Is how you act

Answer 62

Behavior

Question 63

Your actions reflect upon

Answer 63

Yourself your department and your profession

Question 64

How do you get your ideas across to others

Answer 64

Communication

Question 65

We are in a -------- we work with people and we serve people

Answer 65

People business

Question 66

Today's emergency service organizations spend a great deal of time working to

Answer 66

Improve the human relations side of us so that we work together better and serve our citizens better

Question 67

Demeanor embraces

Answer 67

ABC

Question 68

Demeanor. focus your energies on

Answer 68

The mission of your organization and (ABC)to accomplish the goals of your organization

Question 69

------Deals with conforming to the highest professional standards of your organization. it is doing----

Answer 69

Ethics. the right thing every time every day

Question 70

The successful company officer is

Answer 70

A role model for others

Question 71

The topics of------ are getting a lot of attention these days

Answer 71

Officer development and increasing the professionalism in the fire service

Question 72

Look at the national fire Academy's website where you will find information about

Answer 72

Professionalism and higher education in the fire service

Question 73

The magazine of the international Society of fire service instructors

Answer 73

The instructor

Question 74

A document that attest that a person has demonstrated the knowledge and skills necessary to function in a particular craft or trade

Answer 74

Certification

Question 75

Systematic arrangement of a body of rules

Answer 75

Codes

Question 76

A rule for measuring or a model to be followed

Answer 76

Standard

Question 77

Are a vital part of your professional life

Answer 77

Effective communications

Question 78

Those who can communicate effectively

Answer 78

Get more out of life

Question 79

Those who cannot communicate effectively

Answer 79

Will not reach their full potential

Question 80

Are essential in both your work and in your personal life

Answer 80

Good communication skills

Question 81

Many fire chiefs report that the one weakness prevalent among their officers is there

Answer 81

Inability to communicate effectively

Question 82

You must ---------to make recommendations to your superiors and to motivate your subordinates

Answer 82

Communicate

Question 83

When you represent your -------your inability to communicate your ideas and knowledge have a much greater impact

Answer 83

Department community or profession

Question 84

------ a tool needed to complete the requirements for certification

Answer 84

Communication skills

Question 85

According to NFPA 1021 standard for fire officer professional qualifications good oral and written communication skills are a prerequisite for

Answer 85

Most of the certification requirements for fire officer one

Question 86

Are conducted according to established standards

Answer 86

Formal communications

Question 87

Formal communications transmit

Answer 87

Official information

Question 88

Examples of formal communications

Answer 88

Formal orders and directives standard operating procedures and official correspondence

Question 89

Formal communications usually have ---------within the organization

Answer 89

Legal standing

Question 90

Simpler and more spontaneous

Answer 90

Informal communications

Question 91

Written communications can be

Answer 91

Either formal or informal

Question 92

We usually communicate up and down the organization using

Answer 92

Formal communications

Question 93

When we need to communicate across the organization we usually use

Answer 93

A more informal communications style

Question 94

Are more comfortable

Answer 94

In formal communications

Question 95

Informal communications work well in

Answer 95

Established organizations where there are stable relationships among the work units and among individual members

Question 96

When ------ we tend to see greater use of formal communications

Answer 96

Work units are emerging, when there is conflict, or when there's a lack of trust

Question 97

The spoken word is the most commonly used method of

Answer 97

Personal communications

Question 98

Can be one or two way

Answer 98

Oral communications

Question 99

Can be accomplished with one receiver or many

Answer 99

Oral communications

Question 100

Oral communications are limited they may be inhibited by

Answer 100

Barriers such as language difficulties or background noise and may not be documented

Question 101

Second formal personal communications

Answer 101

Written communications

Question 102

The communications model represents a

Answer 102

Continuous process. sender message receiver feedback

Question 103

WRITTEN communications provider record that can be used for future reference showing that the

Answer 103

Message was sent and in some cases there is evidence to show the message was received

Question 104

Third form of communications

Answer 104

Communicating without words. Sometimes referred to as body language

Question 105

Forms of personal communication

Answer 105

Oral, written, without words

Question 106

Conveys more than words ever can

Answer 106

Smile or frown

Question 107

Makes a clear statement

Answer 107

A hand extended to a friend or even a stranger

Question 108

Send a clear message of support and confidence

Answer 108

A pat on the back

Question 109

Symbols or signs can be used to convey a

Answer 109

Message or emotion. Some are personal some are not

Question 110

------Communication is easiest and most used. It is easy because -----

Answer 110

Oral it is affected

Question 111

Oral communication is effective because

Answer 111

We get feedback from watching the listener

Question 112

Most of us prefer----- when speaking with another

Answer 112

Face-to-face contact

Question 113

Allows the feedback process to work at its best

Answer 113

Face-to-face contact

Question 114

Encourages the speaker to continue

Answer 114

A nod of understanding

Question 115

A frown should cause the speaker to

Answer 115

Pause and cover the material in another way

Question 116

Even the most effective speakers should realize that there will be times when

Answer 116

Their message is not understood

Question 117

Phone or radio. When using such forms of communication it is important for you (the sender) to make sure that the receiver has

Answer 117

Received and has understood the correct message

Question 118

the speaker should stop from time to time and ask the listener a question. this practice allows the sender and receiver to take trade places for a moment. this makes

Answer 118

The communications process easier for both parties

Question 119

You will get questions and with those questions you get additional feedback that helps to

Answer 119

Confirm understanding

Question 120

The listener should have to concentrate only on

Answer 120

Listening. Sometimes this means removing the barriers. the receiver should avoid anticipating what the sender will say or interrupting

Question 121

Are a form of communications some are more personal than others

Answer 121

Signs

Question 122

Any obstacle in the communications process

Answer 122

Barrier

Question 123

Environmental factors that prevent or reduce the sending and receiving of communications. usually obvious

Answer 123

Physical barriers. examples walls distance and background noise

Question 124

Big words technical terms boredom confusion monotone

Answer 124

Barriers

Question 125

Arise from judgments emotions and social values we place on on people

Answer 125

Personal barriers. these factors cause a psychological barrier

Question 126

Act as filters in nearly all of our interactions with others

Answer 126

Personal barriers

Question 127

Arise from language problems

Answer 127

Semantic barriers

Question 128

More than ------words in common use that have more than -------meetings

Answer 128

500 20 (Semantic barriers)

Question 129

You should be aware of the impact of barriers and change the conditions that impose the barriers when

Answer 129

The communications process is adversely affected

Question 130

You can enhance understanding and retention by

Answer 130

Repeating vital information and showing the same information in some graphic form

Question 131

Overcoming communications barriers can be achieved by

Answer 131

Being adapted to your audience, by having a specific purpose, and by staying focused brief and clear

Question 132

Part of the communications process is

Answer 132

Listening

Question 133

May be the most important part for the company officer

Answer 133

Listening

Question 134

Understanding others requires

Answer 134

An active role on the part of the listener

Question 135

You can show the sender that you were actively listening by

Answer 135

Focusing all your attention on the speaker and by showing genuine interest in the speakers message

Question 136

Indicate a good listener

Answer 136

Alert Facial expression and good posture

Question 137

When the message is unclear or not understood the listener should

Answer 137

Ask questions when appropriate

Question 138

Questions and comments usually indicate

Answer 138

Interest and encourage the speaker to expand on the area that was not clearly presented

Question 139

When interruptions occur--------- should make an effort to resume the conversation as soon as circumstances permit

Answer 139

Both parties

Question 140

-------Is a comment that one sometimes hears from one of the firefighters I like the captain she listens to me when I have a problem

Answer 140

The real mark of a good leader

Question 141

------Is an important part of your job and probably takes up a good part of your day as company officer

Answer 141

Listening to others

Question 142

Research has shown that we

Answer 142

Take in a very small part of what we hear and that we remember only a small part of what we take in

Question 143

Listening is an active process that requires

Answer 143

Considerable effort

Question 144

Good communications is a part of

Answer 144

Leadership

Question 145

As a supervisor the way you communicate with your people has a lot to do with

Answer 145

Your leadership style

Question 146

With active listening you ----better -------better and you say-----

Answer 146

Hear Understand I care about you

Question 147

Regardless of whether you are communicating through the spoken word or through your writing There is a need to consider

Answer 147

The human relations aspect in every communications activity

Question 148

When we communicate we have an opportunity to

Answer 148

Show respect for the person we are communicating with

Question 149

Respect or lack of it will be clearly apparent in the speakers

Answer 149

Tone as well as the words that are used

Question 150

When discussing members performance remember to let the members

Answer 150

Tell their side as well

Question 151

Although you should show a concern for the human relations aspect of communication there must come a time in the conversation when

Answer 151

You have to get to the point of the meeting

Question 152

Getting to the point. this problem is especially true when

Answer 152

Dealing with performance issues

Question 153

It Is important to remember the human relations aspect of communications but you have to communicate a message. that requires

Answer 153

effective communications and the ability to focus on specifics

Question 154

Avoid

Answer 154

Generalities and exaggerations

Question 155

As a supervisor you should be a able to talk about performance issues without talking about

Answer 155

The personality or personal traits of the subordinate

Question 156

If the subordinates work is not up to standard you should talk about

Answer 156

The standard and the fact that the subordinate is not meeting the standard

Question 157

As the sender you should be able to express your own feelings and reactions especially when

Answer 157

Dealing with performance problems

Question 158

As the supervisor you can usually ask a question that will

Answer 158

Bring more information to light or help the other person understand the issue

Question 159

When writing always close with

Answer 159

And offered to continue the discussion or provide additional information

Question 160

When you do not know the answer admit it. then

Answer 160

Make an effort to find the answer

Question 161

Your -------is heard in the tone of your voice and what you say

Answer 161

Leadership style

Question 162

One of the officers many jobs is to -------the communications process

Answer 162

Facilitate

Question 163

Firefighters tend to be interested in matters that are going on elsewhere within -------- and they should also be interested in what is going on elsewhere in the-----

Answer 163

Their dept The fire service

Question 164

If firefighters have a question you should take the initiative to

Answer 164

Help them find the answer

Question 165

Although most firefighters show surprisingly little hesitation to call headquarters you are more likely to know

Answer 165

Whom to call and what questions to ask

Question 166

One way to improve your communication skills is to

Answer 166

Watch yourself on video tape

Question 167

Common problems in oral communications include

Answer 167

Not looking at the person to whom you're speaking and using distracting activities

Question 168

As part of your officer training you should be looking for ways to

Answer 168

Improve your oral communication skills. taking a training course leading to becoming a fire INSTRUCTOR is a good start

Question 169

Effective fire officers must be able to --------most of the significant recommendations and requests you submit are-----

Answer 169

Write Written

Question 170

Principles of effective writing | CEBSOM

Answer 170

``` Consider the reader emphasis brevity simplicity objectivity mechanical accuracy ```

Question 171

Principles of writing. | first and foremost consider

Answer 171

Who the target reader is. use plain language

Question 172

-----Are like hurdles on the track they slow the reader rather than helping

Answer 172

Technical terms, jargon, and abbreviations

Question 173

Should usually be limited to one topic

Answer 173

Memos letters and directives

Question 174

Brevity means

Answer 174

Not too long. it means that it is long enough to do the job

Question 175

Consider the reader use _____ simplicity use____

Answer 175

Plain language every day words

Question 176

Simplicity: our effort should be too

Answer 176

Impress the reader with the information we are sharing not the writing style

Question 177

In many cases the use of larger words actually

Answer 177

Slows the communications process

Question 178

Simplicity: The message here is use language that is

Answer 178

Appropriate for the occasion and the reader

Question 179

Objectivity: most of your writing requires an

Answer 179

An impersonal viewpoint

Question 180

Objectivity: in most situations where facts are being reported there is

Answer 180

Little place for personal bias

Question 181

Objectivity: Some reporting formats invite a personal opinion and that point the writer should

Answer 181

Clearly established that these statements are his own

Question 182

Objectivity: A standard reporting format for an accident investigation includes a provision for

Answer 182

The writers personal opinion

Question 183

Objectivity: under normal conditions we are simply part of the communication process ---------should not be apparent in our writing

Answer 183

Our own bias

Question 184

This term describes the various rules of good written communications

Answer 184

Mechanical accuracy

Question 185

Generally used to identify the TITLES of books, plays, works of art, magazines, and newspapers

Answer 185

Underlining or italics

Question 186

An ARTICLE within the publication is usually set off in

Answer 186

Quotations

Question 187

Members one through nine

Answer 187

Spell out the word

Question 188

Starting with 10

Answer 188

Use the digits

Question 189

Lowercase letters generally refer to

Answer 189

A generic term

Question 190

Capitals are usually used when referring to

Answer 190

A specific individual, place, or thing

Question 191

Most of the verbs we read and speak with are

Answer 191

Active voice

Question 192

------In the passive voice causes problems

Answer 192

Writing

Question 193

Using -----usually results in wordy, roundabout, and confusing writing

Answer 193

Passive voice

Question 194

Put the ------ahead of the------

Answer 194

Subject (the doer) verb

Question 195

If the person who performed the act is unknown -----------may be appropriate

Answer 195

Passive voice

Question 196

Passive voice maybe more effective when

Answer 196

The receiver of the action is more important than the doer

Question 197

Your writing will be more interesting and more effective when you

Answer 197

Use the active voice

Question 198

Most dictionaries contain several pages of good information on

Answer 198

Grammar

Question 199

Is invaluable for checking the spelling in the exact meaning of words

Answer 199

A good modern dictionary

Question 200

May be the most important part of writing

Answer 200

Organization

Question 201

For many writers it is the most difficult part of writing

Answer 201

Organization

Question 202

Organize your thoughts: start with

Answer 202

What you know and add the other facts as they come to mind

Question 203

One of the significant improvements brought by the word-processor

Answer 203

Ability to easily arrange and rearrange sentences and paragraphs

Question 204

Start with the facts explain as necessary then stop! think about the one sentence would keep, should be in the first paragraph and may be the first sentence of the first paragraph. with this approach you

Answer 204

Put requests before justifications answers before explanations conclusions before discussions and summaries before details RACS JEDD

Question 205

Consider busy readers: if the answer can be provided in one or two sentences put those

Answer 205

At the top of the page

Question 206

While it is important to provide the "big bang" up front it is also important to

Answer 206

Provide the other information

Question 207

If facts are presented they should be

Answer 207

Documented

Question 208

It conclusions are drawn they should be

Answer 208

Supported with logic

Question 209

Use short paragraphs: long paragraphs often

Answer 209

Swap ideas and overwhelm the reader

Question 210

The white space between paragraphs helps

Answer 210

Separate your thoughts, makes the reading easier, and encourages your reader to continue

Question 211

Useful technique to provide information in a quick and easy to read format

Answer 211

Listings Often done with bullets

Question 212

Use a natural writing style: right as if

Answer 212

You were speaking

Question 213

Use a natural writing style: use

Answer 213

Personal pronouns, every day words, and short sentences. try to avoid I except when speaking about yourself or expressing an opinion that is clearly your own

Question 214

Be direct

Answer 214

Try to avoid roundabout sentences

Question 215

The pressure of a deadline will force you to

Answer 215

Make compromises

Question 216

With computers in widespread use the ability to use-------- is available to nearly everyone

Answer 216

Wordprocessing software

Question 217

Review your work: wait about

Answer 217

24 hours at least until the next day and repeat the process

Question 218

Review your work: when you read the document you will want to add a word or two or rearrange several sentences to-----

Answer 218

Enhance the readers understanding

Question 219

Review your work: although your second reading is always important for real benefit

Answer 219

Try to get someone else to read the document

Question 220

Good proofreading requires

Answer 220

Slow deliberate reading

Question 221

In many cases the paper you submit is like a

Answer 221

Sales effort, it represents you and your organization

Question 222

Most colleges offer a variety of communications courses and many provide a

Answer 222

Testing service to help you to identify your own personal needs

Question 223

Electronic communication or email is fundamentally different from paper-based communication because

Answer 223

It's speed and broadcasting ability

Question 224

Email is cheaper and faster than a letter...

Answer 224

Less intrusive than a telephone call less hassle than a fax

Question 225

With email differences in location and time zone are

Answer 225

Less of an obstacle to communication

Question 226

Email tends to be a more -----process encouraging----

Answer 226

Open the sharing of thoughts and information

Question 227

The mechanics of sending email are different for every email software package and are better handled at the

Answer 227

Local level

Question 228

In a paper document it is absolutely essential to

Answer 228

Make everything completely clear because your audience may not have a chance to ask for clarification

Question 229

Email tends, like conversational speech, to be

Answer 229

Sloppier than communications on paper

Question 230

When your email has to be meticulous your facility with language is crucial so that your correspondents

Answer 230

understand the message

Question 231

Because email messages lack face-to-face cues you must rely on

Answer 231

The language itself to communicate clearly

Question 232

Using email: you need to avoid anything for example humor or sarcasm that could

Answer 232

Diminish clarity

Question 233

Your email compositions should should be different from both your paper compositions and your speech. even when writing business communications....

Answer 233

Make it personal

Question 234

Using email: Write for Use avoid

Answer 234

An audience of one Common conversation Formal speech

Question 235

Usual subject lines will help them ------- and will help -----

Answer 235

Sort their mail will help your message get noticed

Question 236

Using email: determines whether your email gets read or not

Answer 236

Your subject line

Question 237

Using email: Give complete information but try to keep your message short. that will help your readers

Answer 237

Respond to you most effectively

Question 238

If you were responding to a previous email

Answer 238

Quote The text that you were referring to

Question 239

Using email: when troubleshooting we often

Answer 239

Include all of the details so no significant detail is missed

Question 240

Using email: replace pronouns with

Answer 240

Detail Remember effective writing: (not email) use personal pronouns, everyday words, and short sentences

Question 241

Using email: carefully examine the pronouns in the FIRST FEW sentences of your email. if they do not refer to objects specifically stated in your email

Answer 241

Replace them with words that are more descriptive

Question 242

Using email: Is a good idea to pair your paragraph down to

Answer 242

A couple of sentences using a lot of space between them

Question 243

Using email: if there is something you want the reader to do

Answer 243

Include a call to action. Point them to your most desired action

Question 244

Most likely we do fairly well in one-on-one communications during

Answer 244

An emergency situation

Question 245

Public relations: we often fall short when dealing with

Answer 245

Citizens who seek our assistance for nonemergency needs and | when speaking to members of the press

Question 246

Public relations: citizens: in many cases the issue can be resolved with

Answer 246

A telephone call

Question 247

Members of the press will talk to anyone we put in front of the camera provided that the person is

Answer 247

Articulate and reasonably well-informed

Question 248

Dealing with the media: inaccuracies and incompleteness in a story

Answer 248

Maybe our own fault. if we give the press good information it will usually report good information

Question 249

As company officers especially the first company officer to arrive at the scene of an emergency you are most likely the

Answer 249

Best informed individuals available

Question 250

Dealing with the media: At large-scale events with a fully staffed incident management system the public information sector will likely handle this activity but for the average event you may not only be the

Answer 250

Best informed but also the most available person present

Question 251

Standard form of communication used by organizations to alert the media to news pertaining to the organization's activities

Answer 251

News release

Question 252

News releases are often used to announce a

Answer 252

New product or service

Question 253

Public organizations such as fire departments often using his release to

Answer 253

Announce public events

Question 254

The news release is usually printed on a form that makes it

Answer 254

Conspicuous

Question 255

To be successful the news release should

Answer 255

Be no more than one page and should be sent so the information can be processed and published in time to benefit the public

Question 256

News release: the first paragraph should be

Answer 256

A summary of what the news release all about

Question 257

News release: In three or four lines you should try to

Answer 257

Answer all the questions and sell your story. Try to address the what when where and who

Question 258

News release: The next several paragraphs should follow a

Answer 258

Logical order. Use simple sentences and short paragraphs

Question 259

You should ensure the news release has

Answer 259

Value

Question 260

-------Connect all responding units

Answer 260

Voice radios and data terminals and portable radios are used extensively at the scene

Question 261

As fire officers you should understand the BASICS of the ----------in which you operate

Answer 261

Communication system

Question 262

Regardless of the source of the call the information about the location and nature of the emergency must be

Answer 262

Quickly and accurately gathered and rapidly followed by a timely dispatch of appropriate resources

Question 263

Emergency communications: the time allocated for-------- is quite precious

Answer 263

Processing the call

Question 264

--------Can help the dispatcher get accurate information and assign appropriate resources to the call

Answer 264

Computer-aided dispatch

Question 265

Computer aided dispatch can provide

Answer 265

occupancy information track responding units the status of remaining units

Question 266

At the company level firefighters must get information quickly and accurately in order to

Answer 266

Respond promptly

Question 267

Once the response is underway--------- helps the process immeasurably

Answer 267

Radio communications

Question 268

Emergency communications: one of the very first actions needed is

Answer 268

A good size of report and accurate description of what is going on. Here clear communications are absolutely essential

Question 269

Emergency communications: the first arriving officer must describe in a SENTENCE OR TWO

Answer 269

What the scene is, what the company is doing, and what help if any is needed

Question 270

At the scene radio communications help connect ----------that maybe spread over long distances

Answer 270

People and equipment

Question 271

A well-run emergency scene will be

Answer 271

Amazingly quiet

Question 272

The fact that everyone has a radio leads to 2 problems

Answer 272

Too much radio traffic human nature

Question 273

Too much radio traffic can be corrected by

Answer 273

Good training for company officers and effective leadership (and apt radio discipline) at all levels

Question 274

When firefighters miss a message they may be inclined to let it go. the best way to manage this is to

Answer 274

Make sure that all messages are transmitted in a clear calm voice and with a deliberate pace. Good training and will manage communications are the keys to the solution

Question 275

Good communications are a critical part of effective

Answer 275

Emergency activities

Question 276

----------Send and receive a majority of the reports transmitted during emergency activities

Answer 276

Company officer

Question 277

Radio transmission should be made in a clear calm voice and deliberate pace which conveys to all who are listening that

Answer 277

Someone is in charge and they know what they're doing

Question 278

A fire department consists of people working together in a coordinated effort to achieve

Answer 278

A common goal

Question 279

To function effectively a fire department must have ---------that shows the relationship between the various divisions and activities

Answer 279

Organizational plan

Question 280

To function effectively a fire department must have an organizational plan that shows the

Answer 280

Relationship between the various divisions and activities

Question 281

Organizational plan: should be based -------------such as prevention, emergency operations, and support activities

Answer 281

Functional activities

Question 282

In small departments ---------can usually be easily accomplished because of the relatively few number of people involved

Answer 282

Coordination

Question 283

As the size of the department increases the number of relationships increases, and the effort required to -------------grows accordingly

Answer 283

Coordinate their efforts

Question 284

There should be a -----------for every position in the organization

Answer 284

Job description

Question 285

The job description should identify

Answer 285

-Skills required -principal work expected -working relationships required of the position

Question 286

In addition to the job description organizations usually have rules and regulations that define---------------- and standard procedures for----------

Answer 286

- The policies of the organization - conduct that is expected -handling frequently occurring situations

Question 287

Many organizations have lost much time and money because they lacked the essential tools for

Answer 287

Good organizational management

Question 288

In many departments having a well-prepared dinner is a well-established tradition and helps

Answer 288

Foster relationships

Question 289

Firefighting personnel are comprised of

Answer 289

Paid volunteer paid on-call firefighters

Question 290

Paid volunteer and paid on-call firefighters: when one or more of these groups is combined into one department we have what is referred to as a

Answer 290

Combination department

Question 291

Increasing demands for service and limited funding have prompted Fire Chief's to

Answer 291

Attempt new approaches to service delivery

Question 292

Tradition, turf battles, and political issues arise when

Answer 292

New ideas are being considered and when changes introduced

Question 293

--------- and----------are vital to the success of any organization

Answer 293

Strong leadership and open communications

Question 294

Most organizations have a ------------with one person in charge and an increasing number of subordinates at each level as you move downward in the organization

Answer 294

Pyramid structure | Traditional form of structure

Question 295

Organizational structure

Answer 295

Fire Chief senior staff company officer firefighters

Question 296

The Fire Chief should meet regularly with

Answer 296

Senior staff members

Question 297

In the fire service the top of the organization is usually referred to as the

Answer 297

Fire Chief

Question 298

Fire chiefs are usually tasked in their job description with

Answer 298

Providing all the services required, both for the department itself and for the public they serve

Question 299

The Fire Chief is usually supported by staff that includes ---------and---------to make the entire operation function smoothly

Answer 299

Other officers administrative support staff

Question 300

The size and function of the senior staff will vary based on the-------- and on something we will call--------

Answer 300

Size of the department corporate attitude

Question 301

In these days of increased concerned over the cost of government many fire departments are taking a hard look at the ----------especially in--------

Answer 301

Size of their senior staff paid fire department

Question 302

---------maybe paid as much as several firefighters

Answer 302

One senior officer

Question 303

Departments with ---------percent of their employees in staff assignments should look at the way they are doing business

Answer 303

More than 10

Question 304

The -----------represents middle management This is where the--------- are located in the corporate world

Answer 304

Senior staff Vice Presidents

Question 305

These officers fill many of the middle management positions within the department

Answer 305

Assistant deputy battalion chiefs

Question 306

Assistant deputy and battalion chiefs (middle-management positions) They serve as

Answer 306

Division officers and heads of major components of the headquarters staff

Question 307

In many departments captains and lieutenants are also assigned to the headquarters staff as

Answer 307

Section heads

Question 308

Regardless of where you are in the organization the treatment of your------------- is important

Answer 308

Second in command

Question 309

Delegating some of this activity not only prepares another to take your place but likely increases----------- and ------------- it also provide you with a---------

Answer 309

- overall understanding - support of the work at hand -very qualified assistant

Question 310

Usually represent the middle management LAYER of a fire department

Answer 310

Battalion chiefs

Question 311

Battalion chiefs: in larger organizations they may have responsibility for------------ and supervise ----------companies

Answer 311

Part of the department 3 to 6

Question 312

Battalion chiefs: in smaller communities they may be responsible for

Answer 312

All on duty emergency response personnel

Question 313

------will probably become the incident commander at an emergency response of any consequence

Answer 313

Battalion chief

Question 314

Most company officers are supervisors of firefighters and as a result are referred to as

Answer 314

First line or front-line supervisors

Question 315

Company officers are expected to be proficient in their jobs as firefighter. they are also expected to have the managerial ability to ---------And the supervisory skills needed to----------

Answer 315

Understand the organization effectively lead their subordinates

Question 316

Throughout the fire department organization are

Answer 316

Firefighters

Question 317

Most firefighters are assigned to companies and work at stations however firefighters can also be found

Answer 317

Throughout the headquarters staff in many fire departments

Question 318

An officer with ----------manages one or more of the functions that are essential to the departments mission

Answer 318

Line authority

Question 319

An officer with line authority------------- that are essential to the departments mission

Answer 319

Manages one or more of the functions

Question 320

When we see an organizational chart we usually think of the

Answer 320

Authority that officers have over the activities that fall under them

Question 321

In addition to authority officers also have

Answer 321

Accountability and responsibility

Question 322

As a department grows we see a continuation of

Answer 322

The evolution that has already started

Question 323

As the department grows the number of ---------also continues to grow

Answer 323

Relationships

Question 324

As the organization grows there are more options for

Answer 324

Further growth

Question 325

Senior position

Answer 325

Shift commander

Question 326

This position takes some of the burden of actually running the department 24 hours a day off the senior staff

Answer 326

Shift commander

Question 327

The ------has command authority over all but the largest events

Answer 327

Shift commander

Question 328

Even more importantly the shift commander has authority to deal with most of the -----------that arise within the department that were formerly------------

Answer 328

Administrative issues approved by officers at headquarters

Question 329

Another alternative is to divide the community into --------geographical divisions and place a----------- in charge of each division

Answer 329

3 Senior officer

Question 330

The ---------has complete responsibility for all fire department functions within a certain part of the city

Answer 330

Division commander

Question 331

A third alternative would be to establish a separate------

Answer 331

EMS support organization

Question 332

In the field of industrial management -------------refer to the activities that accomplish the manufacturing process

Answer 332

Line functions

Question 333

The service delivery activity is called by various names including suppression, operations, and emergency services. this definition of the-------- suggests that everything else is a ---------performed by staff personnel

Answer 333

Line organization supporting role

Question 334

Those activities that support the firms basic purpose

Answer 334

Staff functions

Question 335

----------Do not normally get directly involved with delivering emergency services

Answer 335

Staff functions

Question 336

----------Is essential in the overall operation of the department and without it the department would quickly grind to a halt

Answer 336

support staff

Question 337

Traditional staff functions include

Answer 337

Fire prevention and support services

Question 338

Staff functions: each of these major functions may be represented by a--------------that performs a variety of activities based on the---------

Answer 338

Division size of the department

Question 339

The terms ------&------are traditionally used to describe the activities of many organizations including many fire departments

Answer 339

"Line" & "staff"

Question 340

Many fire service textbooks put ----------------on the staff side of the organization

Answer 340

Fire prevention

Question 341

The division commanders would work a

Answer 341

Normal work week

Question 342

Teach division commander would have-------- battalion chiefs possibly one for each shift

Answer 342

Three

Question 343

Are important to the life of any organization

Answer 343

Staff functions

Question 344

For most fire departments ----------are on the increase and ----------is decreasing

Answer 344

Fire prevention activities Firefighting

Question 345

In most cases the decrease in the number of fires is the result of

Answer 345

Fire prevention efforts

Question 346

In some departments fire prevention plays a greater role than fire suppression both in terms of------------ &------------

Answer 346

The daily lives of the firefighters in the way the department serves the community

Question 347

In a large fire department the prevention division may have separate sections dealing with

Answer 347

``` Inspections investigations life safety education plans review system testing ```

Question 348

In a large department support services may include

Answer 348

``` Communications payroll personnel research recruiting resource management safety and health training ```

Question 349

In small communities many of the support activities common to all government agencies are

Answer 349

Gathered together under a central agency

Question 350

In some departments the second level officers are-------- and in other departments they referred to as--------

Answer 350

Deputies assistant chiefs

Question 351

(Second level officers: deputies/assistant chiefs)when there is --------------- they could be called either title

Answer 351

Only one level of middle-management

Question 352

In smaller departments the second in command officer may be a

Answer 352

Battalion chief

Question 353

-------Are important but sometimes confusing. checking the ------------usually clears up these issues

Answer 353

Titles organizational chart

Question 354

The company officer is usually the------------in a fire service organization

Answer 354

First supervisory level

Question 355

In many ways the company officer has an opportunity to exercise -----------than any other rank

Answer 355

More influence

Question 356

In many ways company officers have an opportunity to exercise more influence than that of any other rank when one considers the role of the company for all of the -----------------as well as the activities associated with the departments---------------

Answer 356

Internal activities of the department delivery of emergency services

Question 357

The company officer provides the tone of the company in terms of

Answer 357

Morale preparedness and service delivery

Question 358

The company officer provides the------------- in terms of moral preparedness and service delivery

Answer 358

Tone of the company

Question 359

Many fire chief officers allow and even encourage their company officers to get involved in the decisions that have

Answer 359

Strategic impact on the department

Question 360

Education enhances your ability to -------------and to effectively----------

Answer 360

Think through complex issues express your ideas to others

Question 361

-----------Enhances your ability to think through complex issues and to effectively express your ideas to others

Answer 361

Education

Question 362

Regardless of the relationship of the company officer to the Fire Chief and other members of the departments senior staff, firefighters usually see their company officer as

Answer 362

Part of the departments management team

Question 363

the company officer has a greater impact on --------than does any other officer in the department

Answer 363

Company members

Question 364

It is the company officer who enforces-------- grants--------and evaluates------

Answer 364

Department policy the firefighters requests their performance

Question 365

The company officers hold a lot of strings that control the firefighters---

Answer 365

Work and attitude

Question 366

Firefighters informally evaluate their company officers based on how well they (the officers)----

Answer 366

Perform their duties

Question 367

How the company officer----------- impacts on many others It's certainly impacts on the------

Answer 367

Fits into the overall organizational structure Daily lives of the firefighters who work for that officer

Question 368

(How the company officer fits into the overall organizational structure) eventually it will impact on the----------to deal with anything other than the simplest emergencies

Answer 368

Company's readiness

Question 369

Companies that perform poorly tend to pull from the talents of other ---------and drag down the average of---------

Answer 369

Companies all the others

Question 370

Poor performing companies eventually affect

Answer 370

The entire department and possibly even the community they serve

Question 371

Officers in the fire service should be concerned about the------ & the--------

Answer 371

Organization in which they function job they perform within that organization

Question 372

Most positions are essential to the department's

Answer 372

Mission

Question 373

Some positions perform duties directly in support of ---------where as others perform duties in support of --------. both are essential!

Answer 373

The mission those who are out on the street

Question 374

Relates to the continuous chain of command in the organization

Answer 374

Scaler principal

Question 375

The scaler principle suggests that every level in the organization is considered in the

Answer 375

Flow of communications Authority responsibility

Question 376

Most fire departments are established along the traditional lines of a

Answer 376

Scaler organization

Question 377

The first of the concept of having one boss

Answer 377

Unity of command

Question 378

Unity of command is an essential

Answer 378

Organizational concept

Question 379

Organizations break the -------------into smaller units that can be managed

Answer 379

Accountability process | division of labor

Question 380

A fire company such as an engine or truck company is usually assigned a---------- and is usually assigned to cover a---------

Answer 380

Specific task specific part of the community

Question 381

When companies are divided into geographic areas and assigned to specific tasks they illustrate

Answer 381

The first principle of organization, division of labor

Question 382

As the department becomes larger the administrative activities must be organized into

Answer 382

Manageable sections | Division of labor

Question 383

Division of labor allows an organization to divide ----------into-------

Answer 383

Large jobs specific smaller tasks

Question 384

Most fire departments provide emergency medical service(EMS) where this occurs a --------------probably coordinates the department's----------

Answer 384

Fairly senior officer overall EMS policy

Question 385

Most fire departments provide emergency medical service. at successive levels in the organization there are OFFICERS who--------the EMS program and --------------some or all of the EMS responders activities

Answer 385

Manage supervise

Question 386

Impossible for one person to manage

Answer 386

Management/supervisory activity of field personnel

Question 387

Another good principle of organizations is that no------------- should be assigned to more than one person

Answer 387

Specific responsibility

Question 388

Typically every---------on a truck or engine company has a specific duty upon arrival at a fire or other emergency event

Answer 388

Riding position

Question 389

Violations of this rule are a common complaint

Answer 389

Supervisor should not get lost in a maze of details

Question 390

The company officer should avoid-------- at the station level. this practice is often referred to as-------

Answer 390

Overmanaging Micromanaging

Question 391

Principle of span of control

Answer 391

Do not have too many subordinates

Question 392

The number of people you can effectively supervise

Answer 392

Span of control

Question 393

Span of control is generally between

Answer 393

Four and seven

Question 394

----------Plays into the workings of an organization

Answer 394

Delegation

Question 395

As the organization expands we assign certain duties to subordinates this activity is called

Answer 395

Delegation

Question 396

Is important that the delegation be----------- and that --------be provided along with the----------

Answer 396

Mutually understood authority responsibilities

Question 397

Delegation allows dividing or sharing the work and allows subordinates to-------- However the supervisor is still-------for the assignment

Answer 397

Take on part of the supervisors work Ultimately responsible

Question 398

----------Take the heat from their supervisors without passing it down to subordinates

Answer 398

Good supervisors

Question 399

The supervisor acts as a--------------, knowing that the troops will get the job done without using pressure from the Fire Chief's position to make it happen

Answer 399

Buffer in the communications process

Question 400

Delegation is an important -------and generally makes subordinates feel better about their jobs

Answer 400

Empowerment tool

Question 401

Linked to the span of control principle is the concept of

Answer 401

Flat and tall organizations

Question 402

When the-----is smaller that is when supervisors have fewer people to supervise we tend to see organizations with a narrower or taller structure

Answer 402

Span of control

Question 403

With the concern over the cost of doing business these days organizations, especially ---------organizations are taking a hard look at the ---------of their managers and the size of the-------

Answer 403

Government span of control middle-management structure

Question 404

Many organizations are eliminating positions at the---------. this results in an organization that appears--------

Answer 404

Middle-management level flatter

Question 405

----------Are one benefit of flatter organizations, another benefit is that ------------are usually improved because there are fewer layers in the organization, fewer levels of management between the Fire Chief and the firefighters

Answer 405

Reduce costs communications

Question 406

In the early-------, ----------- and ---------published in search of excellence a book that became a bestseller.

Answer 406

1980s Thomas peters Robert Waterman Jr.

Question 407

In search of excellence. one of the eight items they listed was called--------- the idea is to-------

Answer 407

Simple form lean staff keep the company organization simple

Question 408

Simple form lean staff:keep the company organization simple: this involves.....

Answer 408

Reducing the layers of the organization reducing middle management positions and minimizing the number of staff positions

Question 409

In search of excellence: simple form lean staff: you have a few good people and you give them authority over

Answer 409

A broad range of management issues

Question 410

In search of excellence: autonomy and entrepreneurship: the authors use the words to describe...

Answer 410

A management style

Question 411

Autonomy and entrepreneurship: with a well-developed organization that is lean and simple the next step is to

Answer 411

Develop an understanding of who is responsible for the various functions

Question 412

Autonomy and entrepreneurship: the -----------should assign specific responsibilities and give the person who gets the assignment ------ once this is done problems should be------

Answer 412

Manager (Fire Chief) A feeling that the activity is his to manage, a feeling of entrepreneurship Addressed and resolved by the responsible officer

Question 413

Discipline is usually considered to be synonymous with

Answer 413

Punishment

Question 414

Organizational and individual responsibility to do the assigned job

Answer 414

Discipline

Question 415

The first arriving companies are expected to be on the scene within--------- ready to quickly mount an aggressive fire attack

Answer 415

4-5 minutes

Question 416

Every company in a fire department has a job and a place to perform that job but it is also important that the company be

Answer 416

Competent in the performance of that job

Question 417

Regardless of the size of the city ------------and ---------are important. -------------companies do both and usually perform better during emergency activities

Answer 417

Company preplanning and training activities well disciplined

Question 418

Even within the company there are ways to ----------the few people that work there

Answer 418

Organize

Question 419

Traditional approach to organizing a COMPANY

Answer 419

Flat organizational structure

Question 420

(Traditional approach to organizing a Company) Flat organizational structure: follows some of the rules about ---------and allows for ---------among you (the officer) and all the firefighters. it reinforces rules about-------- and --------

Answer 420

FLAT and LEAN organizations good communications unity of command and span of control

Question 421

Scaler company structure reinforces the

Answer 421

Chain of command

Question 422

In this environment everyone is at an equal level in the organization and everyone has the opportunity to communicate with all of the others

Answer 422

Circular organization

Question 423

As King Arthur explained to Lancelot as the latter was shown the roundtable at Camelot for the first time.....

Answer 423

We are all equal here | circular organization

Question 424

(Organizational structures) as an officer you should understand the------and ------- of each of these and use them appropriately

Answer 424

Advantages and limitations

Question 425

The company officer has two roles in the organization

Answer 425

1) As a company officer you represent the fire department to the average customer 2) As a company officer you are a vital part of the organization that you represent

Question 426

You are often the first on the scene and often the last to leave and for many events are the only person

Answer 426

The customer talks to

Question 427

In the past people worshiped......, pay homage to -------and measure organizations by-------

Answer 427

Organizational structure chain of command the number of rules they had

Question 428

We are seeing more organizations move away from rules and structure. they are focusing more on ---------especially-------

Answer 428

Values Where the members are concerned

Question 429

The traditional definition of management is

Answer 429

The Activity of getting things done through people

Question 430

The act of guiding the human and physical resources of an organization to attain the organizations objectives

Answer 430

Management

Question 431

Management includes both

Answer 431

The determination of what needs to be done and the accomplishment of the task itself

Question 432

Managers plan and make decisions about

Answer 432

How others will use the organizations resources

Question 433

There is evidence throughout recorded history of the use of

Answer 433

Management concepts

Question 434

During the past ----------much attention has been focused on the science of management

Answer 434

100 years

Question 435

Successful manager of a French coal mine

Answer 435

Henry fayol

Question 436

Interested in understanding the process by which work was accomplished

Answer 436

Fayol

Question 437

1841-1925

Answer 437

Fayol

Question 438

General and industrial management

Answer 438

Fayol

Question 439

14 principles of management

Answer 439

Fayol

Question 440

Fayol was concerned about the importance of --------------in the organization

Answer 440

Human resources

Question 441

Fayol: ideas cross between ----------and the---------

Answer 441

Organizational structure management process

Question 442

Father of professional management

Answer 442

Fayol

Question 443

Noted that management activities increase as one moves up the rank in an organization

Answer 443

Fayol

Question 444

Where modern management is practiced there's a clear pattern to

Answer 444

Decentralize management activities as much as possible

Question 445

Where these modern management ideas are accepted organizations are putting an increasing responsibilities upon

Answer 445

A greater number of managers especially on first-line supervisors

Question 446

--------recognized that MANAGEMENT activities could be broken down into several discrete components---------

Answer 446

Fayol and other pioneers of management science Planning organizing commanding coordinating controlling

Question 447

Planning organizing commanding coordinating controlling

Answer 447

Fayols concept of five basic activities or functions

Question 448

Any activity should start with

Answer 448

Planning

Question 449

Largely a mental process and often requires the ability to envision things that have not yet happened

Answer 449

Planning

Question 450

When planning is done properly you challenge these visions with-------- situations that make you think through the-------

Answer 450

"What if" consequences of your proposals

Question 451

May be difficult and frustrating

Answer 451

Planning

Question 452

Planning activity is generally divided into

Answer 452

Short medium and long-range

Question 453

Need for--------- increases as one moves up organizational ladder

Answer 453

Management skills

Question 454

Planning covers everything from

Answer 454

Next hour to the next decade

Question 455

Short range planning looks at

Answer 455

The rest of today tomorrow and the rest of the year

Question 456

Many planning activities are driven by

Answer 456

Annual events

Question 457

Are usually scheduled on a one year cycle

Answer 457

Budgets training and certification

Question 458

Short range goals

Answer 458

One hour to one year

Question 459

Mid range planning reaches out from

Answer 459

One year to five years

Question 460

Mid range planning during this time we can usually convert

Answer 460

Goals into definite plans

Question 461

Goals into definite plans

Answer 461

Mid range planning

Question 462

Most ---------fall into the realm of mid range planning

Answer 462

Budget procurement recruiting training activities

Question 463

Most departments have plans in the----------- category

Answer 463

Mid range

Question 464

Mid range planning: all departments should be looking well ahead at the needs for

Answer 464

Personnel equipment facilities

Question 465

looks at the needs of the organization beyond five years

Answer 465

Long-range planning

Question 466

Many departments do not get involved with long-range planning but those that do see the benefits of

Answer 466

Keeping a head of the communities needs

Question 467

When --------------long-range planning is essential if the department is to change and provide service as the community changes

Answer 467

Community's are changing

Question 468

When communities are changing ----------is essential

Answer 468

Long-range planning

Question 469

Mid range goals

Answer 469

1-5 yrs

Question 470

Long-range goals

Answer 470

5, 10, 20 yrs

Question 471

Long-range planning: as planners you must look at------ and anticipate------

Answer 471

Present growth future growth

Question 472

Long-range planning: as managers you should consider

Answer 472

Firestation location and access impact of major highways increasing concern for the environment

Question 473

Second function of management

Answer 473

Organizing

Question 474

Second function of management: organizing: breaks down

Answer 474

The department activities into manageable tasks

Question 475

The process of organizing is

Answer 475

The breaking down of large tasks into manageable activities

Question 476

The development of the -----------------is the result of organizing

Answer 476

Organizational structure of the department

Question 477

Is the start of the organizing process

Answer 477

The development of a structure and the assignment of tasks

Question 478

---------Keeps the departments FUNCTIONS in mind and when done properly focuses energy on the department---------

Answer 478

Organizing goals and objectives

Question 479

Organizing includes managing the

Answer 479

Resources available to the department

Question 480

Organizing: at the company level these resources typically include

Answer 480

Human resources physical resources time money

Question 481

Third management function

Answer 481

Commanding

Question 482

Because -------------the job of commanding can be difficult

Answer 482

Others become involved in this area

Question 483

Commanding: here we see the application of--------- and other-------

Answer 483

Leadership skills human relations activities

Question 484

Here we see the application of leadership skills and other human relations activities

Answer 484

Commanding

Question 485

----------Means that you are responsible for getting something accomplished and because you control the resources of an organization it means that you are using the talents of others to attain these goals

Answer 485

Commanding

Question 486

Commanding means that you're responsible for getting something accomplished and because you control the resources of an organization, it means that

Answer 486

You are using the talents of others to attain these goals

Question 487

Commanding is ----------among your team members

Answer 487

Leading motivating building teamwork

Question 488

---------Is leading motivating and building teamwork among your members

Answer 488

Commanding

Question 489

Fourth management function

Answer 489

Coordinating

Question 490

The fourth management function involved the coordination of

Answer 490

Available resources

Question 491

The fourth management function involves the coordination of the available resources. these resources can include

Answer 491

Money equipment personnel To some extent these resources can be substituted for each other

Question 492

Coordinating: As managers you should be constantly looking for the

Answer 492

Proper mix of resources to best meet the needs of the organization

Question 493

Coordinating: effective managers are constantly finding ways to

Answer 493

Do more with less

Question 494

Coordinating:---------- are constantly finding ways to do more with less

Answer 494

Effective managers

Question 495

Coordinating: Although most fire departments are nonprofit organizations they operate in a

Answer 495

Competitive environment

Question 496

For company officers the greatest resource is

Answer 496

Your teammates

Question 497

For company officers the greatest resource is your teammates.------------ is he essential for company excellence

Answer 497

Effective coordination of their efforts

Question 498

--------Are constantly competing with ------

Answer 498

Public fire departments other government organizations

Question 499

----------Is putting the various functions together into a smooth and well operating organization

Answer 499

Coordinating

Question 500

Coordinating is putting the various functions together into a

Answer 500

Smooth and well operating organization

Question 501

For the manager who is effective in ----------it would appear that coordinating would be easy

Answer 501

Planning organizing directing

Question 502

(planning organizing and directing) if these three activities have been well accomplished

Answer 502

Coordination will be a lot easier

Question 503

Poor communications, poor timing, resistance to change, lack of clear cut objectives, or at least the lack of understanding or acceptance of these objectives and ineffective policies, practices, and procedures all can hinder

Answer 503

Your efforts to coordinate activities

Question 504

The groups acceptance of you as a leader plays an important part

Answer 504

Coordinating

Question 505

It the team members accept you as the leader you will have a greater opportunity to

Answer 505

Coordinate their efforts

Question 506

Fifth item on fayols list

Answer 506

Controlling

Question 507

Monitoring our progress

Answer 507

Controlling

Question 508

Similar to feedback. tells us how we are doing

Answer 508

Controlling

Question 509

Allows you to measure the effectiveness of your efforts, to maintain your goals, and to seek new ways to improve, to increase production, and to plan for future undertakings

Answer 509

Controlling

Question 510

Should give you an opportunity to identify those who should be recognized for their accomplishments

Answer 510

Controlling

Question 511

The principle of exception suggest that -----------is greatly increased and ------------greatly expedited when you concentrate on the exceptions to the expected results

Answer 511

Management control corrective action

Question 512

Managers should always be watching----- measuring----- and looking for-----

Answer 512

Performance effectiveness ways to improve

Question 513

Principle of exception: most of your ---------should be directed to the exceptions or to those situations that---------

Answer 513

Controlling effort do not conform to the standards

Question 514

Principle of exception: first the exceptions are----- second the exceptions are------

Answer 514

Relatively few in number the cases that require remedial action

Question 515

Most managers understand this concept and many practice it without realizing that they have applied this principle

Answer 515

Principle of exception

Question 516

During the --------industry sought ways to increase production. The ---------was established and ----------were invented to increase the individual workers productivity

Answer 516

20th-century Assembly line Machines

Question 517

Fayol and other management scientists had set out to

Answer 517

Create more pleasant work conditions

Question 518

Many studies of management took place during

Answer 518

The first half of the 20th century

Question 519

1856-1915

Answer 519

Frederick Taylor

Question 520

American engineer working as a superintendent in a steel mill

Answer 520

Frederick Taylor

Question 521

Was concerned with increasing the productivity of both humans and machines

Answer 521

Frederick Taylor

Question 522

FOCUS was on the first line manager and the efficiency of the worker

Answer 522

Frederick Taylor

Question 523

Father of scientific management

Answer 523

Fredrick Taylor

Question 524

He reasoned that if efficiency could be improved, the workers productivity could be improved, and with increased productivity workers would have a good steady job and would be well-paid for their efforts

Answer 524

Frederick Taylor

Question 525

Studied the resources the machines tools equipment materials methods and workers skills

Answer 525

Frederick Taylor

Question 526

Analyzed the sequence of events needed to perform a job, varied the inputs, and collected data

Answer 526

Frederick Taylor

Question 527

In a since Taylor was applying one of the characteristics of the------------ he saw machines as having standardized interchangeable parts

Answer 527

Industrial Revolution to human behavior

Question 528

Frederick Taylor saw humans as parts of a

Answer 528

"Human organization" with standardized tasks

Question 529

He saw machines as having standardized interchangeable parts. he saw humans as part of a human organization with standardized tasks

Answer 529

Frederick Taylor

Question 530

Taylor made a science of looking at----------- and looking for ways to-------

Answer 530

Each element of work Improve the workers productivity

Question 531

Taylor's studies included the interaction of humans in the workplace--------- as well as the---------

Answer 531

The social environment the physical environment

Question 532

With the application of his recommendations productivity went up dramatically. many of the core elements of his efforts remain popular today.

Answer 532

Frederick Taylor

Question 533

Application of work--------- is evident in the fire service

Answer 533

Fredrick Taylor's

Question 534

Would be pleased to know that many departments design their apparatus with standardized hose bed and compartment arrangements to ------------- and to have SOPs that provide standardized solutions to routine situations

Answer 534

Frederick Taylor "to increase productivity"

Question 535

SOPs provide

Answer 535

Standardized solutions to routine situations

Question 536

1908-1970

Answer 536

Abraham H. Maslow

Question 537

Concerned himself with the full range of human relations

Answer 537

Abraham Maslow

Question 538

Abraham Maslow: in------ he published the hierarchy of needs

Answer 538

1954

Question 539

Maslow recognized that most of us have-------- and that the very first of these are the------

Answer 539

Five levels of needs basic physiological needs

Question 540

Maslow said that these basic needs must be satisfied before

Answer 540

Any worker can be productive

Question 541

(1909- )

Answer 541

Peter Drucker

Question 542

Invented a concept known as management by objectives MBO

Answer 542

Peter Drucker

Question 543

Professor who had real world experience as a consultant in a variety of settings in the United States and elsewhere

Answer 543

Peter Drucker

Question 544

-----Wrote several books including the practice of management published in-----

Answer 544

Peter Drucker 1954

Question 545

Peter Drucker wrote several books including

Answer 545

The practice of management published in 1954

Question 546

The basis for MBO lies in

Answer 546

Managers defining areas of responsibility for their subordinates

Question 547

the basis for------ lies in managers defining areas of responsibility for their subordinates.-----------are set for these areas of responsibility and these goals are use as a------------

Answer 547

MBO Measurable goals standard to evaluate the results obtained

Question 548

--------Requires ---------- and thus reduces some of the------- that face managers

Answer 548

MBO Planning surprises

Question 549

Encourages innovation and improves performance because people are working together to meet the units goal

Answer 549

MBO

Question 550

Many managers find that it is not worth the effort

Answer 550

MBO

Question 551

MBO has been challenged because it is--------- it places a heavy burden on them to-------

Answer 551

Labor intensive for managers plan set goals and provide appraisal the results

Question 552

Has been challenged because it is labor-intensive for managers the place is a heavy burden on them to plan set goals and provide a frank appraisal of the results many managers find that it is not worth the effort

Answer 552

MBO

Question 553

(1906-1964)

Answer 553

Douglas McGregor

Question 554

McGregor wrote a book entitled

Answer 554

Human side of enterprise

Question 555

Wrote a book entitled human side of enterprise

Answer 555

Douglas McGregor

Question 556

Introduced the well-known concept of theory X and theory Y

Answer 556

Douglas McGregor

Question 557

Traditional style of management

Answer 557

Theory X

Question 558

Managers feel that they need to have tight controls over their organization because workers are lazy and resist the demands of their managers

Answer 558

Theory X

Question 559

McGregor PROPOSED an alternative style

Answer 559

He called theory Y

Question 560

People would accept work and responsibility if given a chance and that management should provide suitable working conditions so that people could achieve personal goals while satisfying the organizations goals

Answer 560

Theory Y

Question 561

In the-------yet another professor William G Ouchi developed a concept he called----

Answer 561

Early 1980s Theory Z

Question 562

Proffessor Ouchi focused on

Answer 562

Workers needs

Question 563

Focused on workers needs

Answer 563

Professor Ouchi

Question 564

Building on ---------and --------ideas, Ouchi said that workers want more than just the satisfaction of working productively; workers want to be-------

Answer 564

Maslow and Mcgregors Involved in their own destiny

Question 565

Building on Maslow and McGregors ideas,----------said that workers really want more than just the satisfaction of working productively; workers want to be involved in their own destiny

Answer 565

Ouchi

Question 566

William Ouchi found that workers wanted to be----- and to be-----

Answer 566

Trusted entrusted

Question 567

William Ouchi: theory Z: found that many ----------using this approach were realizing --------and often getting--------

Answer 567

Japanese companies higher productivity better products

Question 568

With theory Z the focus is on the------- rather than on the---------

Answer 568

Employees work itself

Question 569

The focus is on the employees rather than on the work itself

Answer 569

Theory Z

Question 570

The company encourages employee involvement at every level of decision-making and accepts these ideas

Answer 570

Theory Z

Question 571

Teams rather than individuals assemble products rather than parts

Answer 571

Theory Z

Question 572

Workers share in the satisfaction that comes in seeing the results of their work and share in contributing to make the product even better

Answer 572

Theory Z

Question 573

In theory Z the relationship goes beyond the worker-------- are recognized too. the workers reciprocate by being -------with the company over-------

Answer 573

Family needs totally involved A long period of time

Question 574

(1900-1995)

Answer 574

W. Edwards Demming

Question 575

Wrote a book entitled quality, productivity, and competitive position

Answer 575

W. Edwards Demming

Question 576

W Edwards Deming wrote a book entitled

Answer 576

Quality productivity and competitive position

Question 577

-------------Ideas were used by the Japanese in their manufacturing process (similar to the theory Z) and eventually brought his ideas to the American workplace

Answer 577

W. Edwards Deming

Question 578

The acceptance of his ideas is still ongoing

Answer 578

W Edwards Deming

Question 579

In some circles-------- ideas are referred to as total quality management or TQM

Answer 579

W Edwards Deming

Question 580

14 points

Answer 580

W Edwards Deming | Demmings 14 points

Question 581

Dimming's 14 points | 1) understand and accept the organizations

Answer 581

Mission goals and objectives

Question 582

Demmings 14 points 2. seek ways to improve-------- all improvements big and small are important

Answer 582

The process and train the people to do it better

Question 583

Demmings 14 points 3. use-------- as an improvement too not a threat

Answer 583

Inspections

Question 584

Demos 14 points 4.think beyond the bottom line. consider--------along with the cost in every decision

Answer 584

Quality and personal value

Question 585

Demmings 14 points 5. demand -------not better numbers in everything you do

Answer 585

Quality

Question 586

Demmings 14 points 6. Accept the idea of-------. Do every job right the first time every time

Answer 586

Quality

Question 587

Dennings 14 points 7. Used--------- effectively, some organizations train just to....

Answer 587

Training time effectively Meet quotas

Question 588

Demmings 14 points 8. 8. promote ----------. As supervisors be sure that your team members have the equipment and materials they need and recognize--------

Answer 588

Pride in the job their good work

Question 589

Demings 14 points 8. promote----------. Work on giving supervisors the best tools possible to deal with the organizations most valuable resource-------

Answer 589

Leadership it's people

Question 590

Demings 14 points 10. create an atmosphere of

Answer 590

Trust and open communication

Question 591

Demings 14 points 11. get rid of the--------- that inhibit trust and effective communications and force people to--------

Answer 591

Organizational barriers cooperate rather than compete

Question 592

Demings 14 points 12. use--------- to help better understand and monitor the job

Answer 592

Analytical tools

Question 593

Demings 14 points 13.

Answer 593

Work as a team

Question 594

Demings 14 points 14.

Answer 594

Use TQM all the time

Question 595

To be successful TQM must

Answer 595

Put the focus on the customers needs

Question 596

Long-term TQM commitments include

Answer 596

Establishing a vision defining a mission providing guiding principles for the organization

Question 597

-------Include establishing a vision, defining a mission, and providing guiding principles for the organization

Answer 597

Long-term TQM commitments

Question 598

Consistency of these purposes must be defined and maintained

Answer 598

TQM

Question 599

----------Involves everyone in the organization but because of traditional values (we expect leaders to lead) it is usually necessary for top management to----------- to the other members of the organization

Answer 599

The TQM process sell TQM

Question 600

The TQM process involves -----------but because of traditional values (we expect leaders to lead) it is usually necessary for--------

Answer 600

Everyone in the organization top management to sell TQM to the other members of the organization

Question 601

--------is based on teammate participation and the concept that all must work together to achieve quality goals

Answer 601

TQM

Question 602

TQM is based on--------- and the concept that all must work together to achieve-------

Answer 602

Teammate participation quality goals

Question 603

TQM --------is essential. -------------both vertical and horizontal is critical to the process

Answer 603

Teamwork effective communication

Question 604

TQM teamwork is essential. effective communication,............., is essential to the process

Answer 604

Both vertical and horizontal

Question 605

TQM uses--------- to provide -------- for timely and accurate decisions

Answer 605

Analytical techniques the data necessary

Question 606

-------- uses analytical techniques to provide the data necessary for timely and accurate decisions

Answer 606

TQM

Question 607

(TQM) | ----------can be used to define the process, identify problems, indicate solutions, and monitor improvements

Answer 607

Data

Question 608

TQM is not driven by--------- it is merely supported by such information

Answer 608

Analytical data

Question 609

Total quality management focuses on a

Answer 609

Continuing process of improvement

Question 610

Focuses on a continuing process of improvement

Answer 610

Total quality management

Question 611

One minute manager. Written by In

Answer 611

Kenneth Blanchard and Spencer Johnson 1981

Question 612

One of the key items in -------------was a suggestion that we should try to find more ways to make people feel good about themselves

Answer 612

One minute manager

Question 613

One of the key items in the book (the one minute manager) was the suggestion that

Answer 613

We should try to find more ways to make people feel good about themselves

Question 614

The authors...............suggest that people who feel good about themselves do good work

Answer 614

The one minute manager Kenneth Blanchard and Spencer Johnson

Question 615

The one minute manager. the lesson is that as managers you should

Answer 615

Focus on what is going well

Question 616

The one minute manager: Kenneth Blanchard and Spencer Johnson the key action is this

Answer 616

Find someone doing something right and give this person recognition

Question 617

Author.. Book... The key action is this find someone doing something right and get this person recognition

Answer 617

The one minute manager Kenneth Blanchard Spencer Johnson

Question 618

Alan Brunnacini ..........has led managers in many organizations to focus on a concept called.......

Answer 618

Management evolution customer service

Question 619

many companies are focusing on serving the customer better and starting that process with............... often called.........

Answer 619

Attention to the members of the organization internal customers (Alan Brunacini)

Question 620

(Alan Brunacini) The logic here is that if you

Answer 620

Make the internal customers (the members) happy they will make the pain customers (the citizens) happy

Question 621

Alan Brunacini the logic here is that if you make the internal customers (the members) happy they will make the paying customers (the citizens) happy. the goal is to create an environment where

Answer 621

Every member wants to DELIGHT the customer

Question 622

Alan Brunacini, the chief of the Phoenix Arizona fire department, has played a key role in

Answer 622

Introducing the concept of customer service to the fire service

Question 623

Suggest that you look closely at what you were doing and think about how you treat our customers, both those inside the organization as well as the public you serve

Answer 623

Alan Brunacini

Question 624

It takes time and energy to

Answer 624

Change attitudes

Question 625

---------Should be an essential part of every organization especially for a -----------

Answer 625

Being nice and taking care of the customers public service organization (Alan Brunacini)

Question 626

---------Is an active part of making an organization run and includes planning organizing commanding coordinating and controlling

Answer 626

Management

Question 627

We usually think of ----------- as something done by the senior staff of the an organization and as a result we usually relate--------- to the administrative or not operational activities essential to the organization

Answer 627

Management management

Question 628

We usually think of management as something done by the--------- of an organization and as a result we usually relate management to the ----------------essential to the organization

Answer 628

The senior staff administrative or not operational activities

Question 629

-----------Are found at all levels and functions of modern organizations

Answer 629

Management activities

Question 630

Most fire chiefs spend more time-------------- than------------

Answer 630

Working at their desks commanding emergency activities

Question 631

Most senior officers spend more time --------------than------------

Answer 631

Managing the organization Managing emergency incidents

Question 632

Most company officer spend more time------------than-----------

Answer 632

Managing fighting fires

Question 633

Management can be enhanced through

Answer 633

Good policy procedures and even by personal observation

Question 634

Is usually published by fire department headquarters

Answer 634

Policy

Question 635

Prescribes what should be done in response to various situations broad in nature should be clearly understood

Answer 635

Policy

Question 636

Personnel need to know where they stand with regard to

Answer 636

The department's directions

Question 637

The department statement regarding harassment in the workplace is an example of

Answer 637

Policy

Question 638

MAY BE published by headquarters

Answer 638

Procedure

Question 639

A good part of procedure is initiated at

Answer 639

The company level

Question 640

Maybe published by headquarters but a good part of ---------is initiated at the company level

Answer 640

Procedure

Question 641

Established procedures, like established policy simplify the

Answer 641

DAILY ROUTINE for firefighters and supervisory personnel like

Question 642

Instead of each problem having to be resolved each day it comes up --------------make these activities routine

Answer 642

Established procedures

Question 643

Procedure has a lot to do with------------and---------

Answer 643

Organization and management

Question 644

--------Is how Tasks are assigned

Answer 644

Procedure

Question 645

Deals with questions regarding responsibilities and the order in which tasks are accomplished

Answer 645

Procedure

Question 646

Establish procedure provides----------- and usually---------

Answer 646

Standardized solutions to similar problems simplifies life at work

Question 647

People like having--------- members tend to be more productive when they have--------

Answer 647

Solutions standard solutions to recurring events

Question 648

The procedure for----------- must always be the same

Answer 648

Raising a ladder

Question 649

Items dealing with the fire station maintenance program and meal preparation may vary, depending on your -------------as the company officer

Answer 649

management style

Question 650

It is important that the members be able to separate those essential tasks that have ----------from those where some----------- is appropriate

Answer 650

Very fixed procedures discretionary latitude

Question 651

Another------------- is observation of the work and the workers

Answer 651

Management technique

Question 652

Most important resource company officers manage

Answer 652

The human resources under their command

Question 653

Company officers who ----------------will find that the overall productivity of the company is improved

Answer 653

Dedicate their energies to their personnel

Question 654

Much has been written recently about the art of managing by

Answer 654

Walking around and observing the work and the workers first hand

Question 655

-------------allows you to see what is going on, engage team members polite conversation, and make inquiries about the job as well as personnel issues.

Answer 655

Personal observation

Question 656

Comparing organizational values traditional - focus on function - heavy reliance on rules - emphasis on individuals - focuses on stability

Answer 656

- Focus on process - heavy reliance on innovation - emphasis on teams - focus on change

Question 657

Fire departments are organizations and their ability to perform as such as a reflection of

Answer 657

How well they are managed

Question 658

Because the safety of people, property, and the environment is so vital, questions that focus on the--------------- and----------- of firefighting resources are especially important to communities

Answer 658

Organization and deployment

Question 659

Many communities are faced with significant budget issues:---------- comprising both fire and police protection, is a relatively expensive undertaking

Answer 659

Public Safety

Question 660

In evaluating the effectiveness of fire protection there are several issues:

Answer 660

1) high cost | 2) determining the level of protection required

Question 661

In the United States fire protection has always been a function of

Answer 661

Local government

Question 662

Sometimes local government and the citizens they serve lack an understanding of the complex nature of ---------------and may not be qualified to determine what is best

Answer 662

Fire protection

Question 663

Citizens are often presented with information about------------ but many have-----------and those who are interested often -----------to answer these questions

Answer 663

The cost of fire protection no real interest lack the expertise

Question 664

Fire insurance is unique in that the cost of the product (insurance payout)---

Answer 664

Is unknown at the time of the sale when payment is made in the form of a premium

Question 665

To help the insurance industry better determine the probability of future losses, several----------- joined together in---------- to form the---------

Answer 665

Fire insurance rating organizations 1971 insurance service office or ISO

Question 666

Today ISO publishes the----------a successor to previously mentioned-----------

Answer 666

Fire suppression rating schedule grading schedule

Question 667

The rating schedule evaluates three areas of a fire department:

Answer 667

ISO (10%) Receiving and handling of fire alarms (50%) fire department resources (40%) water supply

Question 668

ISO representatives conduct -----------to determine appropriate scores in each of these categories

Answer 668

Field surveys

Question 669

(ISO) normally this evaluation is conducted every

Answer 669

5 years

Question 670

ISO rating 1-8

Answer 670

- some sort of recognized fire department - nearest engine company is fewer than 5 miles travel distance from any protected hydrant property - either an adequate fire hydrant within 1000 feet or other water supply resource (surface water-lakes, ponds; using tankers)

Question 671

ISO class 9

Answer 671

Lacks an adequate water supply

Question 672

ISO class 10

Answer 672

Essentially no fire protection Ex: >5 miles, no water

Question 673

ISO In each category field evaluators are guided by a -----------upon which to base their at evaluations

Answer 673

Detailed list of performance indicators

Question 674

ISO evaluations provide a method of determining -------------for the purposes of determining----------

Answer 674

Fire insurance classifications fire insurance premium calculations

Question 675

Because of ISOs focus on ------------and because of the --------------some feel that it is too limited to help the community face--------

Answer 675

Fire suppression relatively infrequent on site evaluations future issues

Question 676

Because of ISOs focus on fire suppression and because of the relatively infrequent on-site evaluations some feel that it is too limited to help communities face future issues. In response to this need-------

Answer 676

The NFPA developed two documents: NFPA 1710 (career) NFPA 1720 (volunteer)

Question 677

NFPA 1710 (career) standard for the organization and deployment of... Defines response capabilities for fire and medical incidents for

Answer 677

- First due engine company - entire first alarm assignment - first level/basic/advanced emergency medical responders -number of firefighters necessary for initial fire attack

Question 678

NFPA 1720 (volunteer) standard for the organization and deployment of While these standards provide benchmarks it is up to

Answer 678

-Local jurisdictions to determine their -level of performance and to determine what changes if any are needed to improve services

Question 679

--------------- is a process by which an agency or institution evaluates and recognizes a -------------such as a fire science program or an -------------- such as a college or university as meeting certain predetermined standards

Answer 679

Accreditation course of study institution

Question 680

Accreditation is awarded only to

Answer 680

Programs or institutions

Question 681

A PROGRAM may be accredited by an agency such as

Answer 681

- (IFSAC) International fire service accreditation Congress or - (NPQB) national professional qualifications board

Question 682

A college may be accredited by

Answer 682

One of the several regional accrediting agencies

Question 683

For colleges and universities accreditation is essential to their ability to

Answer 683

Award recognizable degrees

Question 684

And accreditation process is now available for fire departments through

Answer 684

CFAI certified fire accreditation international

Question 685

CFAI is affiliated with the

Answer 685

International Association of fire chiefs

Question 686

Objectives of accreditation

Answer 686

- Create organizational motivation and self-improvement - Provide a voluntary activity focused on self evaluation and education as a viable means to improve service delivery - recognize quality performance - The interests of the general public

Question 687

Generally accrediting agencies-------------- by which agencies, programs, and institutions are measured, and they define the-------

Answer 687

Set standards evaluation process

Question 688

Most ------------involve a self-assessment by the agency, program, or institution itself, a process that can take------------- Followed by---------

Answer 688

Accreditation programs several years a brief (2 to 3 day) on site visit by a team representing an independent accrediting body to validate the self assessment

Question 689

Accreditation: the report is usually first presented to the ---------and then to the--------

Answer 689

Applicant for validation accrediting agency

Question 690

The intent of the---------- is to provide an accreditation process that is credible, realistic, and achievable.

Answer 690

CFAI program

Question 691

(CFAI) the thrust of the program is to

Answer 691

-Improve these services and to -reduce the risk associated with fire and related hazards

Question 692

(CFAI: self study) | Certain -----------must be answered affirmatively

Answer 692

Core value questions

Question 693

ISO evaluations, meeting in NFPA standards, and seeking accreditation through CFAI are all

Answer 693

Good Tools for managers

Question 694

-----------And ----------within organizations facilitate crossing the organizational lines to get things done. This concept is known as-----

Answer 694

Information relationships effective delegation fayols bridge

Question 695

The---------------are influenced by what society expects and what the local community believes is the function of the department.

Answer 695

Ethical standards of a fire department

Question 696

The ethical standards of a fire department are influenced by

Answer 696

-What society expects and what the -local community believes is the function of the department

Question 697

Recent polls indicate that more people have trust in------- than almost any other institution

Answer 697

Their fire department

Question 698

Anyone in public office faces a challenge of having a greater -------------than that of the average citizen

Answer 698

Ethical obligation

Question 699

Everyone in the fire service is serving in a

Answer 699

Public office

Question 700

(Ethics) For officers there is an increased obligation because you are expected to -------------and--------------- when things are wrong.

Answer 700

Lead by personal positive example take appropriate corrective action

Question 701

System of conduct | principles of honor and morality guidelines for human action

Answer 701

Ethics

Question 702

The history of --------goes back thousands of years. you can find evidence of-------- in the earliest recorded history

Answer 702

Ethics ethics

Question 703

These rules cover our actions with others: honesty, courage, justice, tolerance, and the full use of our talents

Answer 703

Ethics

Question 704

-------Have a direct impact on the management of the fire service, from the Chief to the company officer.

Answer 704

Ethics

Question 705

Ethics have a----------------, from the chief to the company officer

Answer 705

Direct impact on the management of the fire service

Question 706

At the---------, you, as the company officer must often make decisions from which there are no-------

Answer 706

Company level clear-cut guidelines

Question 707

Through ---------and----------- you are expected to set an example for others in the department

Answer 707

Personal example positive leadership qualities

Question 708

Through personal example and positive leadership qualities, you are expected to-------

Answer 708

Set an example for others in the department

Question 709

What is effective is a well-defined culture or value system within the department that acts as a-----

Answer 709

Regulator of conduct

Question 710

What is effective is a------------ or a-------------within the department that acts as a regulator of conduct

Answer 710

Well defined culture or value system

Question 711

-------often begin where laws leave off

Answer 711

Ethics

Question 712

(Diversity and harassment) these are-------- issues

Answer 712

Ethical

Question 713

Includes both the determination of what needs to be done and the accomplishment of the task itself

Answer 713

Management

Question 714

Laws and regulations and even an organizational code of ethics can only serve as

Answer 714

Guidelines

Question 715

---------is what really determines our behavior

Answer 715

Our personal system of values

Question 716

Where we get into trouble is when our--------- do not coincide with those of our organization or society.

Answer 716

Values

Question 717

Often operating without supervision you as the company officer are responsible not only for the--------- of the company members but also for their---------

Answer 717

Conduct productivity

Question 718

It is up to you to see that the COMPANY remains -----------and that the many activities needed to ---------are accomplished.

Answer 718

Ready to deal with emergencies maintain readiness

Question 719

The standards for------ change

Answer 719

Ethics

Question 720

Today there seems to be increased attention on ethics especially

Answer 720

For those in public office

Question 721

Once an individual or organization is tainted by allegations of ---------------, --------is difficult

Answer 721

Unethical conduct restitution

Question 722

``` As officers you have an obligation to act in a -----------manner at all times to demonstrate - - - - ```

Answer 722

Ethical - integrity - honesty - courage and - faithful productivity

Question 723

------------Is an issue today and must be based by all organizations

Answer 723

Ethics

Question 724

As managers you must accept the fact that you responsible for ------------ are as well as----------

Answer 724

Your actions those of your team members

Question 725

You must define your ethical values and follow these values through--------

Answer 725

Personal example

Question 726

As a company officer you are part of the departments

Answer 726

Management team

Question 727

As company officers you should be aware of and should be using all of the

Answer 727

Functions of management

Question 728

You should be aware of the -------------that have evolved through management science and use them as needed

Answer 728

Models of management style

Question 729

The best way to have good, fair, and honest people in the station environment is for you the company officer to ------------and to expect the same------------- from all others

Answer 729

Set a good personal example level of performance and behavior

Question 730

Involves the managers controlling the efforts of others

Answer 730

Coordinating

Question 731

The accomplishment of the organizations goals by utilizing the resources available

Answer 731

Management

Question 732

Bringing together and arranging the essential resources to get a job done

Answer 732

Organizing

Question 733

Defined course of action

Answer 733

Procedure

Question 734

Formal statement that defines a course or method of action

Answer 734

Policy

Question 735

Focus of the organization on continuous improvement geared to customer satisfaction

Answer 735

Total quality management

Question 736

Element within a goal and represent the efforts of a shorter period

Answer 736

Objectives

Question 737

With a clear understanding of your organization's vision you can

Answer 737

Set goals and plan your own destiny

Question 738

With a----------- you can set goals and plan your own destiny

Answer 738

Clear understanding of your organization's vision

Question 739

If we want to be ---------------we should need to share at least some of the same vision that has been adopted in our workplace

Answer 739

Comfortable and effective in our activities at work

Question 740

If we want to be comfortable and effective in our activities at work we need to----------

Answer 740

Share at least some of the same vision that has been adopted in our workplace

Question 741

Declare the vision for the organization

Answer 741

Mission statements

Question 742

Mission statements declare the----- for the organization

Answer 742

Vision

Question 743

A mission statement is like putting up a sign that says

Answer 743

What you are and what you do

Question 744

Mission statements tell your members and your customers

Answer 744

The services you provide

Question 745

Many mission statements define the------of the organization

Answer 745

Priorities and values

Question 746

As fire departments take on new missions their personnel are expected to

Answer 746

Take on new skills

Question 747

In recent years the job of the fire service has become

Answer 747

More complicated

Question 748

The mission should also suggest everyone is committed to the mission. this commitment must be

Answer 748

A Voluntary all hands every day action

Question 749

Mission statements should accurately reflect the

Answer 749

Focus and philosophy of the organization

Question 750

Mission statements should be the result of a

Answer 750

Collaborative effort to gather ideas from representatives of the entire department, working together in a committee process

Question 751

The mission statement should be ----------from the top down

Answer 751

Accepted and supported

Question 752

Most importantly the words in the mission statement should be

Answer 752

Understood and practiced by everyone in the organization

Question 753

Following the mission statement --------------must be established to bring the vision of the mission statement to life

Answer 753

Goals and objectives

Question 754

Larger strategic statements that may take several years to accomplish

Answer 754

Goals

Question 755

Goals are larger strategic statements that may take-------- to accomplish

Answer 755

Several years

Question 756

HELP YOU IDENTIFY where you were going

Answer 756

Goals

Question 757

Should be consistent with the department's mission and they should support it

Answer 757

Goals and objectives

Question 758

Help us identify where we are going and help us measure progress as we make the trip

Answer 758

Goals and objectives

Question 759

Most successful organizations

Answer 759

Have mission statements and set goals

Question 760

It is better if everyone has an opportunity to contribute to--------for the organization

Answer 760

The setting of goals and objectives

Question 761

Setting of goals and objectives) the more-------- in the process the better the results

Answer 761

Participation

Question 762

---------Enhances acceptance by those upon whom these goals and objectives will impact

Answer 762

Participation

Question 763

Participation enhances---------- by those upon whom these goals and objectives will impact

Answer 763

Acceptance

Question 764

Mission statements should go beyond

Answer 764

Nice words and a sign

Question 765

Systematic process and should be ongoing

Answer 765

Planning

Question 766

Planning should always start with

Answer 766

A clear understanding of the goals and objectives

Question 767

A good PLAN has

Answer 767

- clearly defined goals - logical set of objectives - list of resources needed - method to measure progress

Question 768

Involves the integration of human and physical resources, money, and time

Answer 768

Organizing

Question 769

Organizing involves the integration of

Answer 769

- Human and physical resources - money - time

Question 770

As company officers you are assigned personnel to staff your company. how effectively use these personnel is a function of

Answer 770

Your leadership style

Question 771

In larger organizations these principles cover the way we manage in an organization where a management hierarchy is inevitable

Answer 771

Fayols principles of management

Question 772

As an organization gets larger increasing number of managers are needed to ------------.the consequences are additional layers of managers. one way too slow this process is through------

Answer 772

Supervise the work delegation

Question 773

Process of entrusting some of our work to others

Answer 773

Delegation

Question 774

In the delegation process two things happen

Answer 774

The supervisor assigns duties to the subordinate the subordinate takes on an obligation or responsibility to perform these duties

Question 775

(Delegation) the supervisor should also assign -------to do the job

Answer 775

Authority

Question 776

To be effective delegation of the duty and acceptance of the obligation for the job should be coupled with

Answer 776

The authority to do the job

Question 777

To be effective - - should be coupled with the authority to do the job

Answer 777

- Delegation of the duty | - acceptance of the obligation for the job

Question 778

Limits are usually set upon how much authority is granted but the authority should be sufficient to allow be subordinate to----

Answer 778

Be Productive in the assigned task

Question 779

Delegation is often referred to as the

Answer 779

Granting of authority to another to carry out an assigned task

Question 780

Delegation requires that the task be------------- and that the --------------of the delegation be spelled out

Answer 780

Clearly identified duties and limits

Question 781

-------- does not mean that the task is eliminated from the supervisors responsibilities. rather implies that---------- has been established in which the------------ of the task maybe done by another

Answer 781

Effective delegation partnership actual accomplishment

Question 782

(Delegation) | the supervisor is expected to continue to -----------and provide---------

Answer 782

Manage the activity appropriate guidelines

Question 783

With the exception of a few------------- most of your duties as the company officer--------

Answer 783

Specifically identified tasks can be delegated

Question 784

How well delegation occurs is a clear reflection of how well you

Answer 784

Understand yourself and your team members

Question 785

(Delegation) | It is important to understand ----------- involved and --------of all concerned

Answer 785

The strengths and weaknesses experiencing and motivation

Question 786

Once delegation has taken place you must------- | Hopefully ----------have already taken place

Answer 786

Continue to manage Planning and organization

Question 787

Once delegation has taken place you must continue to manage. hopefully planning and organization have already taken place. but you should continue to--------------- monitoring the progress

Answer 787

Coordinate and control

Question 788

(Delegation) provide -------where needed give------- when appropriate

Answer 788

Help and assistance encouragement and recognition

Question 789

A good plan (short version)

Answer 789

Goals objectives resources method to measure progress

Question 790

-------Of any organization involves the ability to delegate certain tasks

Answer 790

Effective management

Question 791

The troops are part of a team and will be motivated to do more by-----

Answer 791

Their own accomplishments

Question 792

----------- is difficult for some people especially for--------

Answer 792

Delegation New first time managers

Question 793

(New first time managers) in many cases they have never had an opportunity to delegate work before and are-------- either due to a lack of-------- or--------

Answer 793

Hesitant knowledge of experience in the process

Question 794

Delegation is like other management activity: it should follow a------

Answer 794

Regular pattern

Question 795

(Delegation) | you start by--------- giving some thought to--------

Answer 795

Planning the delegation process

Question 796

(Delegation) | some I'm planning must precede the

Answer 796

Actual hand off of work

Question 797

(Delegation) | you should define the------ and establish------

Answer 797

Work procedures for its accomplishment

Question 798

(Delegation) at some point you should actually bring the member into the picture to------

Answer 798

Explain what you want

Question 799

When delegating to trained and qualified members

Answer 799

Define the purpose of the work and leave the details to the member

Question 800

When delegating to---------- define the purpose of the work and leave the details to the member

Answer 800

Trained and qualified members

Question 801

Usually the new member --------then gradually takes on the task alone. finally some sort of------------ is necessary to make sure that our expectations as supervisors are being met

Answer 801

Works with someone else Feedback

Question 802

(Delegation) you might ask for a---------or some sort of ---------so that you can effectively monitor the members progress

Answer 802

Regular meeting time reporting system

Question 803

Past practices of-----------and-------- of the workforce led to the development of labor unions

Answer 803

Exploitation unfair treatment

Question 804

Past practices of next exploitation and unfair treatment of the workforce

Answer 804

Led to the development of the labor unions

Question 805

Employees usually join unions as a result of------ In many cases these frustrations grow out of the employees dissatisfaction with--------

Answer 805

Frustration with management Working conditions

Question 806

Employees usually join unions as a result of frustration with management. some of the problems lie in the--------- and some from-------

Answer 806

Lack of good communications management inattention to the employees

Question 807

--------Refers to the formal relationship between a group of employees and an employer

Answer 807

Labor Relations

Question 808

(Labor Relations) the administration of the contract lies with both the-----and the------

Answer 808

Personnel specialists organizations managers

Question 809

(Labor Relations) the ------------lies with both the personnel specialist of the organization and the organizations managers

Answer 809

Administration of the contract

Question 810

----------Deal with the details of administrating the union contract

Answer 810

Personnel specialist

Question 811

Hopefully these personnel specialist provide some ------------on how to make the contract work effectively

Answer 811

Guidelines to the managers

Question 812

As with most everything else in an organization, the --------------toward a particular issue filters down throughout the organization and permeates the relationship at every level

Answer 812

Attitude of top management

Question 813

It is important for the Fire Chief and other top officials to look upon Labor Relations as-------

Answer 813

A positive opportunity

Question 814

Union leaders should look at their------------ as a positive opportunity

Answer 814

Relationship with the department management

Question 815

---------Should look at their relationship with the departments management as a positive opportunity

Answer 815

Union leaders

Question 816

When you think about the benefits that unions have advocated for their members you should think of several major issues:

Answer 816

``` Improved wages and benefits formal rules for hiring promotions pay discipline remuneration ```

Question 817

Unions take a strong stand on having an opportunity to be a part of the------------- on issues that impact upon union members

Answer 817

Decision-making process

Question 818

The questions of unionization and the selection of the union to represent the workers are subject to an-----

Answer 818

Election among the members

Question 819

--------Are of fixed duration and provide a binding contract between the workers and management

Answer 819

Collective agreements

Question 820

--------Allows the workers to be represented by the union

Answer 820

Collective-bargaining

Question 821

In the private sector union membership has been declining and today---------- of all--------- are union members

Answer 821

Less than 20% nonfarm workers

Question 822

Whatever their status unions remain a strong--------force

Answer 822

Social political organizational

Question 823

Where unions exist management must work with--------- on many issues

Answer 823

Work with the union rather than directly with the workers

Question 824

--------among-------- is a significant part of total union membership

Answer 824

Union representation public-sector employees

Question 825

At the federal level -------are regulated by-------

Answer 825

Labor Relations the president

Question 826

At the state and local level------- are determined by-------

Answer 826

Labor relations State law

Question 827

At the-------- Labor Relations are regulated by the President

Answer 827

Federal level

Question 828

At the--------- Labor Relations are determined by state law

Answer 828

State and local level

Question 829

Most states have---------- pertaining to labor relations issues for ----------employees

Answer 829

Passed legislation state and local GOVERNMENT

Question 830

Most firefighters are represented by the ---------- a union with------

Answer 830

IAFF 260,000 members

Question 831

For most -----------the right to form, join, or assist a labor organization is governed by state law

Answer 831

PAID fire and EMS personnel

Question 832

For most paid fire and EMS personnel the right to form join or assist a labor organization is governed by state law. these laws are generally modeled after----- The most --------in this area is the-------

Answer 832

Federal laws Conspicuous law labor-management relations act

Question 833

Labor-management relations act. provisions of this act----

Answer 833

Protect the interests of both sides

Question 834

Labor-management relations act. protects the unions from interfering with---

Answer 834

An Employees rights as a citizen and as an employee

Question 835

Most Labor Relations contracts spell out a

Answer 835

Grievance procedure

Question 836

The employee grievance process is a -----------for resolving differences

Answer 836

Systematic process

Question 837

There are generally--------- steps in the grievance process

Answer 837

3

Question 838

(Grievance process) the first includes----

Answer 838

Filing a complaint with the supervisor

Question 839

Most grievances are resolved at this level

Answer 839

First step

Question 840

Labor Relations contracts usually address several major issues:

Answer 840

Compensation and working conditions employee security union security management security contract duration

Question 841

Compensation and working conditions: many of these provisions cover---------many also address items related to----- items that are under the purview of-----

Answer 841

Personnel administrative issues Working conditions supervisor

Question 842

Protecting employees position during times of promotions and layoffs

Answer 842

Employee security

Question 843

Union security: | what the union can do to---

Answer 843

Encourage employees to become members

Question 844

Management security: | defines issues that are ----

Answer 844

The exclusive domain of management

Question 845

Contract duration: | usually run from---

Answer 845

1 to 5 years

Question 846

The role of the-------- in union contracts is relatively passive

Answer 846

Federal government

Question 847

Role of the federal government in union contracts is

Answer 847

Relatively passive

Question 848

The-------- provided employees the right to engage in union activities

Answer 848

National Labor Relations act of 1935

Question 849

The National Labor Relations act of 1935 established the national labor relations Board to_________ and_______

Answer 849

Supervise representation elections investigate allegations of unfair labor practices

Question 850

-Growing anti-Union sentiment -court decisions and -a pool of workers ready to replace this strikers have generally reduced the unions power through

Answer 850

Strike action

Question 851

We frequently hear about strikes in the news but in reality a very small percentage of------- through-------

Answer 851

Employee time is lost labor conflict

Question 852

When the union and management cannot agree on the issues they may agree to

Answer 852

A third-party coming into help them settle their differences

Question 853

Union/management cannot agree-third-party coming in to help them settle their differences-there are ---------- levels of involvement

Answer 853

3 mediation fact-finding interest arbitration

Question 854

Involves a third-party acting as a facilitator

Answer 854

Mediation

Question 855

Mediator controls the process by

Answer 855

Scheduling the meeting time and agenda

Question 856

Mediation: | --------may be invited to participate in the negotiations

Answer 856

Federal mediation and conciliation service

Question 857

Federal mediation in consolation services: in most cases

Answer 857

It does not enter at all

Question 858

Most labor contracts are-----

Answer 858

Settled without any assistance

Question 859

Fact-finding the third-party fact finder investigates

Answer 859

The truthfulness of the facts that are relevant to the impasse

Question 860

Opens communication channels persuades the two sides to meet helps the parties readjust positions on issues

Answer 860

Mediator

Question 861

Can make a recommendation to the parties regarding the reasonable settlement of the issue

Answer 861

Fact finder

Question 862

Allows the third-party to settle the issue

Answer 862

Arbitration

Question 863

Hears both sides and determines the results

Answer 863

Arbitrator

Question 864

Last resort: provides a solution but neither party may like the results

Answer 864

Arbitration

Question 865

To achieve-------- labor and management must learn to---------- rather than confront one another

Answer 865

Long-term success accommodate each other

Question 866

Second resource you manage

Answer 866

Money

Question 867

Principle tool for managing money

Answer 867

Budget

Question 868

In their simplest terms budgets are a----------- and in fact they represent NEARLY all of the-------

Answer 868

Management tool five functions of management

Question 869

Budget allow us to -------our financial activities

Answer 869

Plan organize coordinate control NO COMMANDING

Question 870

Budgets usually encompass--------- of an organization

Answer 870

1 yr of activity

Question 871

Budgets usually are tied to the --------and they --------- needed to accomplish these goals and objectives

Answer 871

Goals and objectives identify the resources

Question 872

--------Usually are tied to the goals and objectives and they identify the resources needed to accomplish these goals and objectives

Answer 872

Budgets

Question 873

Budgets are usually broken down into two categories

Answer 873

Operating capital

Question 874

Big expensive items that last more than one year

Answer 874

Capital budget items

Question 875

Capital budget items are big expensive items that last

Answer 875

More than 1 year

Question 876

--------Usually have a definition for ----------in terms of cost and expected lifespan

Answer 876

Local jurisdictions capital budget items

Question 877

Local jurisdictions usually have a definition for capital budget items in terms of

Answer 877

Cost and expected lifespan

Question 878

Includes nearly everything not covered in the capital budget

Answer 878

Operating budget

Question 879

Most of the department's expenses are in the

Answer 879

Operating budget

Question 880

For paid fire departments most of the operating budget covers

Answer 880

Salaries and related personnel costs

Question 881

Like the management process developing the budget starts with

Answer 881

Planning

Question 882

(Budgets) | the planning should focus on

Answer 882

What resources are needed to turn the organizations goals and objectives into reality

Question 883

(Budgets-planning) | depending upon the size of the department and the complexity of local government this may take anywhere from

Answer 883

A month to a year

Question 884

Once the budget is approved the plan becomes the-----

Answer 884

Guideline for the coming years activity

Question 885

Once ---------the budget becomes the guideline for the coming years activity

Answer 885

The budget is approved

Question 886

When the new budget year starts the budget moves from

Answer 886

The planning phase to the action phase

Question 887

As the weeks and months unfold it is appropriate to----------in the budget

Answer 887

Check the level of activity

Question 888

Most organizations use some form of

Answer 888

Line item budgeting

Question 889

Like items are collected for purposes of keeping track of expenditures for the year

Answer 889

Line item budgeting and accounting

Question 890

The-------- function of management is necessary as the budget year passes

Answer 890

Controlling

Question 891

Gathers expenses that support a particular program

Answer 891

Program budget

Question 892

If the department provides EMS service a program budget would----------- associated with the EMS program

Answer 892

Identify all of the costs

Question 893

As the control of the budget is more decentralized you, as the company officer, have increasing involvement with the

Answer 893

Procurement process

Question 894

As ----------------you as the company officer have increasing involvement with the procurement process

Answer 894

The control of the budget is more decentralized

Question 895

If the department makes it a practice to -------------it can determine if the spending is following the planned budget

Answer 895

Look at it spending activities regularly

Question 896

Deviation reports monthly position reports and other methods are available to help managers------

Answer 896

Keep track of the budget

Question 897

When the expenditures are racing ahead of the budget plan it may be necessary to slow things down a bit thru

Answer 897

Procurement delays and | Curtailing travel and training

Question 898

Of the three resources on the short list,--------- may be the most PRECIOUS for everyone

Answer 898

Time

Question 899

--------Is clearly unacceptable for you as a company officer

Answer 899

Wasting time

Question 900

Save time by

Answer 900

Planning

Question 901

-----Will save time in the long run

Answer 901

Good planning

Question 902

You should manage-------- just as you manage any other resource

Answer 902

Your time

Question 903

You should find new ways of doing things so that you were not just putting in your time but you are----

Answer 903

Making good things happen all the time

Question 904

Like management in general, time management starts by--------. Like the management process developing the budget starts with-------

Answer 904

Setting goals and objectives Planning

Question 905

Like management in general time management starts by setting goals and objectives. next comes-----

Answer 905

Personal planning and scheduling

Question 906

Good time management correlates--------- with----------

Answer 906

The management of our time Our previously set goals and objectives

Question 907

--------Allows us to prepare for events rather than react to them

Answer 907

Planning

Question 908

When you are in a ---------you are inefficient and unproductive

Answer 908

Reaction mode

Question 909

Set up a program that makes the day become a------- and where your precious time is used effectively

Answer 909

Routine

Question 910

If meetings are needed have them at a

Answer 910

Regular time and have an agenda

Question 911

If you want time to work in the office

Answer 911

Let your people know when it is

Question 912

Need to be done but not right away

Answer 912

Important

Question 913

We know about most----- well in advance of any deadline

Answer 913

Important events

Question 914

------take time to plan and execute

Answer 914

Important events

Question 915

A training program for the coming year is an

Answer 915

Important event

Question 916

Usually need to be done right away

Answer 916

Urgent events

Question 917

Some------ are unexpected

Answer 917

Urgent events

Question 918

People allow important events to become urgent events through the lack of

Answer 918

Good time management techniques

Question 919

Your goal should be to --------------, not let time-----

Answer 919

Manage time manage you

Question 920

Protect your time by

Answer 920

Setting goals and objectives

Question 921

-----------Helps you decide what really must be done by you, what can be delegated to others, and what can be amended

Answer 921

Starting with goals and objectives

Question 922

Time management usually requires some method of ----------usually accomplished by using some sort of----

Answer 922

Record keeping | planner

Question 923

----------Usually requires some method of record keeping,usually accomplished by some sort of planner.

Answer 923

Time management

Question 924

Try to avoid the temptation to clear up------- do the------- first

Answer 924

The little things first important things

Question 925

-------Helps you control your time

Answer 925

Planning your time

Question 926

Planning your time helps you to------

Answer 926

Control your time

Question 927

What you are ----------you are effective and productive

Answer 927

Managing your time

Question 928

Planning can be done -----and---

Answer 928

At the start of the day end of the day

Question 929

Planning at the end of the day allows you to focus on--------- and helps you identify------

Answer 929

The accomplishments of the day what remains to be accomplished

Question 930

Give attention to the------ that are really important

Answer 930

The vital few tasks

Question 931

Give priority to the----

Answer 931

Important management tasks

Question 932

Effective time management increases

Answer 932

Productivity

Question 933

---------Involves giving appropriate attention to the vital few tasks that are really important

Answer 933

effective management

Question 934

20% of the time doing the Vital view*

Answer 934

80% of the results

Question 935

80% of the time doing the trivial many

Answer 935

20% percent of the results

Question 936

The management functions such as planning and organizing required

Answer 936

Considerable mental effort

Question 937

As you rise through the ranks you will find that you will become increasingly concerned with

Answer 937

Management activities

Question 938

At lower levels in our organization,----------skills are important

Answer 938

Technical

Question 939

In the middle ranks ---------skills are critical

Answer 939

Interpersonal

Question 940

In the upper ranks ---------skills become most important

Answer 940

Management

Question 941

Planning the day involves all

Answer 941

Affected personnel

Question 942

Give priority to -- give proper attention to--

Answer 942

Management functions management functions

Question 943

When controlling you are------- | --------- is one of the managers jobs

Answer 943

Looking for problems solving problems

Question 944

When --------you are looking for problems

Answer 944

Controlling

Question 945

When you have a problem you should follow a------to find the solution The first that may be simply------

Answer 945

Proven logical approach Recognizing that you have a problem

Question 946

Steps for solving problems: | 1) accurately define the problem in many cases it is the --------and in many cases it is a----------

Answer 946

-Most difficult step -critical step for if you do not correctly identify the problem the rest of the process is doomed (Planning)

Question 947

Steps for solving problems: 2) gather information. review the------

Answer 947

Laws, policy statements, and regulations | Planning

Question 948

Steps for solving problems: | 3) analyze the information

Answer 948

See if you have everything you need | Organizing

Question 949

Steps for solving problems: 4) look for alternate solutions At this point in the process you want to be

Answer 949

Open-minded. invite others to offer ideas

Question 950

Steps for solving problems: 5) select one or more of the best solutions You want to start ranking the solutions in terms of------

Answer 950

Expected outcomes

Question 951

Steps for solving problems 6) take action Usually at this point you must---- This information (steps 1-5) is usually conveyed to the supervisor in a-----

Answer 951

Get approval to implement your solution Short memo (Commanding and coordinating)

Question 952

Steps for solving problems 7) monitor the results Important but often--- Most changes bring about some-----

Answer 952

Overlooked negative consequences (Controlling)

Question 953

Steps for solving problems 8) take corrective action if necessary At this point you may have to

Answer 953

Reboot the process and start all over | Controlling

Question 954

When the answer to the problem comes to easily make sure that you

Answer 954

Correctly identified the real problem and that you found the correct solution

Question 955

When you solve your problem you may have to change a

Answer 955

Procedure or policy within your organization

Question 956

Changes should be carefully

Answer 956

Managed

Question 957

As a manager you should make--------a requirement in your organization

Answer 957

Change

Question 958

Identified the Sell the involve your Reward the

Answer 958

Desired outcomes benefits people participants

Question 959

(Change) others tend to be more resistive. in these cases change often-------

Answer 959

Passes them by

Question 960

Change breeds

Answer 960

Resistance

Question 961

With change -------- may become more apparent

Answer 961

Conflict

Question 962

We should convert the energy of conflict into----------: recognize that competition is healthy and that we can use the result of the conflict to-------

Answer 962

Positive values further positive outcomes

Question 963

With-------we tend to-----------and as a result there are winners and losers

Answer 963

Conflict take a position

Question 964

Change that is easily accomplished or that has the highest visibility or that makes you look good to your boss may

Answer 964

Not be what is really needed for the organization

Question 965

Most fire service organizations enjoy a noncompetitive environment when it comes to the

Answer 965

Delivery of services

Question 966

Most fire department and certainly most public fire departments are in a very competitive environment when it comes to

Answer 966

Obtaining resources

Question 967

Three major components of customer service

Answer 967

1) always be nice 2) regard everyone as a customer 3) constantly raise the bar

Question 968

Three major components of customer service 1) always be nice what really matters and what they will remember the longest is

Answer 968

What you do after you get there

Question 969

Three major components of customer service 2)regard everyone is a customer many times the problem is straightforward and simple for us but for ---------things are very complicated

Answer 969

The victims family and friends factor these folks into the customer equation as well

Question 970

Most of what you do attract spectators. while you must control them and keep them out of harms way you should be aware that they have a

Answer 970

Natural and genuine concern about what is going on

Question 971

Good Samaritan stop to help and must sometimes be relieved with an

Answer 971

Informal and polite transfer of command

Question 972

Part of your -------is how you LOOK

Answer 972

Customer service

Question 973

-----Are a big deal for most members of the fire service

Answer 973

Uniforms

Question 974

- Indicate pride and integrity - connect us to our local government and the - long and glorious tradition of the fire service

Answer 974

Uniform Should be complete, neat, and worn properly

Question 975

Highly visible cue that you are out and about should be OVERmaintained with a

Answer 975

Your vehicle Personal and professional labor of love

Question 976

The tools you use are impressive. they range from -----------but they all have a function and all should work when needed

Answer 976

Primitive to space-age

Question 977

Anyone watching you will be quickly able to tell if------are sharp and ready for the task at hand

Answer 977

Your vehicle your tools you

Question 978

A---------Send a positive action-packed message to the world: you are ready, willing, and able to handle the customers needs

Answer 978

-Well maintained crew And a - well maintained vehicle

Question 979

Three major components of customer service 2) constantly raise the bar You should be constantly working to improve We have to do that---------- with the not so perfect but constantly changing world around us

Answer 979

Yourself and your organization Just to keep up

Question 980

-----------Create an environment where there is --------and agreement by------

Answer 980

Successful company officers open discussion consensus

Question 981

Provide an environment that encourages-------- in which virtually everyone participates

Answer 981

Discussion

Question 982

Provide an environment in which the---------- is well understood and accepted by the members

Answer 982

Objective

Question 983

Provide an environment in which the members ------------, in which the discussion does not jump from one idea to another

Answer 983

Listen to each other

Question 984

Provide an environment in which --------is allowed. the group is comfortable with this concept and shows no signs of having to avoid---------

Answer 984

Disagreement conflict

Question 985

Provide an environment in which AGREEMENTS are not suppressed or overridden by------

Answer 985

Premature group action

Question 986

Provide an environment in which most decisions are reached by----------- where it is clear that everyone is in--------- and willing to-------

Answer 986

A kind of consensus general agreement go along

Question 987

Provide an environment in which--------- is allowed but there's little evidence of personal attack

Answer 987

Criticism

Question 988

The criticism has a constructive flavor in that it is oriented towards -----------that faces the group and prevents it from getting the job done

Answer 988

Removing an obstacle

Question 989

Provide an environment in which--------- are made and accepted

Answer 989

Clear assignments

Question 990

As the leader provide an environment in which you lead but do not

Answer 990

Dominate

Question 991

To move successfully into the future the fire service needs-------- capable of developing and managing their organizations in------

Answer 991

Leaders dramatically changing environments (Ongoing issue)

Question 992

The fire service must continue to expand the resources allocated to

Answer 992

Prevention and health and safety education (Ongoing issue)

Question 993

Fire service managers must increase their----------- in order to remain credible to community policymakers and the public

Answer 993

Professional standing | training and education

Question 994

If fire service must support------------ that mandate the use of detection, alarm, and automatic fire sprinklers with special focus on--------

Answer 994

Adoption of codes and standards residential properties (Ongoing issue)

Question 995

Strategic partnerships: the fire service must reach out to others to expand the circle of support to assure reaching the goals of ---------and other support activities

Answer 995

Public fire protection | Ongoing issue

Question 996

Data: to successfully measure service delivery and achievement of goals, the fire service must have-------- and should support and participate in the---------

Answer 996

Relevant data revised National Fire Incident Data System (Ongoing issue)

Question 997

--------Should provide the local fire service ----------of data collected

Answer 997

NFIRS relevant analysis (Ongoing issue)

Question 998

Environmental issues: the fire service must comply with the same federal state and local ordinances that apply to------- and which regulate---------

Answer 998

General industry response to and mitigation of incidents (Ongoing issue)

Question 999

May have the potential to reduce or control healthcare costs

Answer 999

Managed-care emerging issue

Question 1000

Will have a profound impact on the delivery and quality emergency medical care

Answer 1000

Managed-care emerging issue

Question 1001

In order to survive the fire service must market-----------, demonstrating to its customers the necessity and value of what it does

Answer 1001

Itself and the service it provides

Question 1002

Service delivery: | the fire service must have a

Answer 1002

Universally applicable standard emerging issue

Question 1003

Wellness: the fire service must develop---------- to ensure the firefighters are physically mentally and emotionally healthy and that they received the support they need to remain healthy

Answer 1003

Holistic wellness programs emerging issue

Question 1004

Political realities: good ----------and----------are crucial to insuring the fire department have maximum impact on the decisions that affect their future

Answer 1004

Labor management customer service relations Emerging issue

Question 1005

Learn to use your resources well especially

Answer 1005

Your Own time

Question 1006

Most PRECIOUS resource you have

Answer 1006

Time

Question 1007

The right and power to command

Answer 1007

Authority

Question 1008

Target or other object by which achievement can be measured in the context of management helps define purpose and mission

Answer 1008

Goal

Question 1009

Collecting similar items into a single account and presenting them on one line in a budget document

Answer 1009

Line item budgeting

Question 1010

FORMAL DOCUMENT indicating the focus and values for an organization

Answer 1010

Mission statement

Question 1011

Something that one's efforts are intended to accomplish

Answer 1011

Objective

Question 1012

Employees are not required to join the union but are required to pay a service charge for representation

Answer 1012

Agency shop

Question 1013

Financial plan to acquire the goods and services needed to run the organization for a specific period of time usually one year

Answer 1013

Operating budget

Question 1014

A financial plan to purchase high dollar items that have a life expectancy of more than one year

Answer 1014

Capital budget

Question 1015

Expenses and possible income related to the delivery of a specific program within an organization

Answer 1015

Program budget

Question 1016

An employee must agree to join the union after a specified period of time usually-----

Answer 1016

Union shop 30 days after employment

Question 1017

Imaginary concept usually favorable of the result of an effort

Answer 1017

Vision

Question 1018

To be effective the people in those organizations need

Answer 1018

Leadership

Question 1019

Leadership focuses on

Answer 1019

People- people working together in organizations

Question 1020

Set of processes that can keep a complicated system of people and technology running smoothly

Answer 1020

Management

Question 1021

The most important aspects of management include

Answer 1021

``` Planning organizing controlling budgeting staffing problem-solving ```

Question 1022

Set of processes that creates organizations in the first place or adopts them to significantly changing circumstances

Answer 1022

Leadership

Question 1023

Defines what the future should look like, aligns people with that vision, and inspires them to make it happen in spite of the obstacles

Answer 1023

Leadership

Question 1024

Group of people working together to accomplish a task

Answer 1024

Organization

Question 1025

Fire departments are ------organizations

Answer 1025

Formal

Question 1026

Group of people working together for a common purpose

Answer 1026

Organization

Question 1027

All organizations have

Answer 1027

A purpose

Question 1028

All organizations are made up of

Answer 1028

People

Question 1029

Although a purpose statement is essential to provide the organization with-------- it takes ------to make these things happen

Answer 1029

Goals and objectives people

Question 1030

(Organization) these people will arrange themselves into some type of

Answer 1030

Organizational structure

Question 1031

By their very nature groups represent people who

Answer 1031

Share common interests and goals

Question 1032

For many groups there is a-------------a desire to see that the group flourishes and survives

Answer 1032

Sense of permanence

Question 1033

---------Are what bind the members together as a group

Answer 1033

Shared values

Question 1034

In these informal situations we have the right to

Answer 1034

Select what we want to do

Question 1035

Organization share several common characteristics

Answer 1035

Purpose people organizational structure

Question 1036

Within all groups there are------- someone has to be---------

Answer 1036

Positions to be filled the leader

Question 1037

(The leader) | In most ---------that person may be the one who comes forward with the idea

Answer 1037

Informal groups

Question 1038

Personal actions needed by managers to get team members to carry out certain activities

Answer 1038

Leadership

Question 1039

--------Is achieving the organizations goals through others

Answer 1039

Leadership

Question 1040

Management leadership supervision administration are often used

Answer 1040

Interchangeably

Question 1041

------------is Ones influence over others. this definition infers that----------

Answer 1041

Leadership leadership is a management tool

Question 1042

If you think of the management of resources of the organization you must include the------

Answer 1042

Human resources

Question 1043

---------Deals with personnel administration, the administrative activities associated with staffing an organization

Answer 1043

Managing human resources

Question 1044

For SUPERVISORS in the organization, managing human resources is more about ----------, the -----in the organization

Answer 1044

Leadership human relations

Question 1045

-----deals with changing the personal conduct of others

Answer 1045

Effective leadership

Question 1046

----------Are based on the feelings and attitudes that have grown out of both the relationship with a team member and the sum of all of the experiences that have occurred during the supervisors life

Answer 1046

Leadership skills

Question 1047

We let our leaders use--------- to attempt to control our actions How much tolerance we have for this control over us is determined by both - -

Answer 1047

Their experiences Our personality and the personality of our leader

Question 1048

We have all met people who frequently changed jobs for one reason or another. in some cases they may have lacked the ----------needed to survive in the difficult work environment

Answer 1048

Tolerance

Question 1049

Make the work environment a better place

Answer 1049

``` Sound organizational objectives clear policies and guidelines consistent management clear definition of duties open lines of communication individuals well matched with jobs recognition of good work ```

Question 1050

- When members can see their place in the organization - they are given information and allowed to contribute their ideas - their services are appreciated They will be

Answer 1050

Satisfied and productive

Question 1051

When ----------occur in a fire department everyone loses. most firefighters join the fire service because------

Answer 1051

Poor work conditions of a love for the job

Question 1052

When the essential qualities of ---------are missing members become disillusioned

Answer 1052

Effective organization

Question 1053

When the essential qualities of effective organization are missing members become-------

Answer 1053

Disillusioned

Question 1054

Four major categories of employees

Answer 1054

Employees supervisors middle managers top managers

Question 1055

Employees-

Answer 1055

Firefighters

Question 1056

Supervisors

Answer 1056

Company officers

Question 1057

Middle managers

Answer 1057

Senior staff

Question 1058

Top managers

Answer 1058

Fire Chief

Question 1059

Because you are the------- in the organization and because you usually do not------------ we will call you first level supervisors

Answer 1059

First supervisory rank supervise other managers

Question 1060

The ---------component of the supervisors job is a large part of your overall responsibility

Answer 1060

Leadership

Question 1061

Before World War II and even for a time afterward the supervisors role was simply too

Answer 1061

See that work got done

Question 1062

Today's team leader is also a

Answer 1062

Coach Foreman/forewoman supervisor

Question 1063

An important part of the leaders job is to develop and maintain the organizations

Answer 1063

Human resources to their fullest potential

Question 1064

Increasing services while holding the line on budgets means the fire departments must become

Answer 1064

More efficient

Question 1065

For many fire service organizations the greatest opportunity for further improvements in efficiency will come at

Answer 1065

The company level

Question 1066

Well the organization is getting smaller the job at the company level is becoming

Answer 1066

More complicated

Question 1067

- - - All compete for the company's time

Answer 1067

Preplanning company inspections physical training

Question 1068

As company officers you expected to provide -------in the fire station as well as at the scene of emergency events

Answer 1068

Leadership

Question 1069

``` We usually promote our personnel based on some combination of - - And evidence of relevant - - ```

Answer 1069

Past performance test scores training education

Question 1070

New supervisor soon find that their technical competence does not mean as much of the supervisory level they find greater challenges in--

Answer 1070

People issues administrative duties responsibility for managing others

Question 1071

To be a good leader you should understand

Answer 1071

Human behavior

Question 1072

Most fire companies spend about--------- of their time dealing with emergency activities. they spend most of the rest of the time they are together----

Answer 1072

10% Relating as humans

Question 1073

Most of us would work better together if we could better understand how others-------

Answer 1073

React in various situations

Question 1074

Working together is all about ------- studying--------- is part of the science of sociology

Answer 1074

Group behavior

Question 1075

Working together is all about group behavior. studying group behavior is part of the science of-----

Answer 1075

Sociology

Question 1076

It is hard to take a photograph of--------- it would be even harder to show a picture of-------

Answer 1076

Human behavior attitude

Question 1077

Many of the writers on human behavior have conceived --------to represent some aspect of human behavior. A -------usually represents these

Answer 1077

Models Diagram or chart

Question 1078

Models Are used to represent------

Answer 1078

Real things

Question 1079

Using models of human behavior helps us----

Answer 1079

Understand people

Question 1080

--------Helps us get along better with others. these basic concepts are important for to everyone especially------

Answer 1080

Understanding leaders

Question 1081

Maslow suggested that human beings are motivated by-------- and certain lower needs need to be satisfied before higher needs can be satisfied

Answer 1081

Unsatisfied needs

Question 1082

According to Maslow there are four general types of needs that must be satisfied before a person can----- He called these needs----

Answer 1082

Act unselfishly Deficiency needs

Question 1083

Motivate us to alleviate them as soon as possible to establish homeostasis

Answer 1083

Physiological needs

Question 1084

Very basic needs such as air water food sleep sex

Answer 1084

Physiological needs

Question 1085

When these are not satisfied we may feel sickness irritation pain and discomfort

Answer 1085

Physiological needs

Question 1086

Have to do with establishing stability and consistency in a chaotic world

Answer 1086

Safety needs

Question 1087

These needs are mostly psychological in nature

Answer 1087

Safety needs

Question 1088

We need the security of a home and family

Answer 1088

Safety needs

Question 1089

Belongingness desire to belong to groups

Answer 1089

Love needs

Question 1090

We need to feel loved (nonsexual) by others and to be accepted by others

Answer 1090

Love needs

Question 1091

There are two types of ------needs - -

Answer 1091

Esteem - self-esteem - attention and recognition that comes from others

Question 1092

Results from competence or mastery of a task

Answer 1092

Self-esteem | esteem needs

Question 1093

(Esteem needs) -attention and recognition that comes from others this is similar to the ------------- however wanting--------- also has to do with the need for----------

Answer 1093

Belongingness level admiration power

Question 1094

People who ----------often drive very expensive cars because doing so raises their level of esteem

Answer 1094

Have all of their lower needs satisfied

Question 1095

The desire to become more and more of what one is to become everything that one is capable of becoming

Answer 1095

Self actualization needs

Question 1096

Self actualization needs people who have everything can----------. they can see knowledge piece is static experiences and self-fulfillment

Answer 1096

Maximize their potential

Question 1097

Today's fire officer should understand and apply

Answer 1097

Maslow's ideas

Question 1098

Today's fire officers should understand and apply Maslow's ideas. they should understand where their personnel are on the scale and be able to help them move up the scale when-----

Answer 1098

They are interested in doing so

Question 1099

As you attempt to motivate people you must find -------that are consistent with your members------

Answer 1099

Motivational tools needs

Question 1100

Maslow's hierarchy of needs- a useful model, or tool, to help us----

Answer 1100

Understand and motivate others

Question 1101

As a company officer you should recognize that your workers have needs on --------and you should try to-------

Answer 1101

One or more levels determine which level they are on

Question 1102

As workers needs change so do the factors that are effective in----

Answer 1102

Motivating them

Question 1103

------------Helps you better motivate others to improve themselves and the organization

Answer 1103

Understanding human needs

Question 1104

When you provide workers with a raise the euphoria lasts about-------- after that most people settle back into their same old level of--------

Answer 1104

One payday attitude and performance

Question 1105

---------Described two factors that act on personnel at work

Answer 1105

Frederick Hertzberg hygiene factors motivators

Question 1106

Needed just to get people to come to work and to prevent dissatisfaction

Answer 1106

Hygiene factors

Question 1107

Company policies and administration supervision salary interpersonal relations working conditions If these are going well---

Answer 1107

Hygiene factors Workers will be satisfied

Question 1108

Do not motivate workers they prevent workers from having bad feelings about the workplace

Answer 1108

Hygiene factors

Question 1109

Encourage workers to rise above the satisfactory level and do excellent work

Answer 1109

Motivators

Question 1110

Achievement recognition the work itself responsibility advancement

Answer 1110

Motivators

Question 1111

Keep-------- in mind when you are motivating others

Answer 1111

Herzberg's ideas

Question 1112

Suggest a similar hierarchy of needs

Answer 1112

Maslow and Hertzberg

Question 1113

In Herzberg's model everything below the line will -------- | as supervisors we have to add the items above the line to--------

Answer 1113

Just keep workers from feeling bad get positive results

Question 1114

Reachers research has shown that some individuals like to have some --------over the group as well. so we add ------or------ to our list of motivators.

Answer 1114

Influence status power

Question 1115

Like to be in charge and have influence over others

Answer 1115

High status or power needs

Question 1116

like the structure of organizations and they like to get work done

Answer 1116

High status or power needs

Question 1117

Like to be in charge

Answer 1117

High power needs

Question 1118

Like challenges

Answer 1118

High achievement needs

Question 1119

Like to work in groups

Answer 1119

High affiliation needs

Question 1120

Take personal responsibility for their efforts set their own goals take on new and demanding challenges

Answer 1120

Hi achievement needs

Question 1121

High achievement needs strongest characteristic maybe their need for

Answer 1121

Feedback | tend to be creative

Question 1122

Thrive on group dynamics

Answer 1122

High affiliation needs

Question 1123

Like to work, they prefer to work as a group

Answer 1123

High affiliation needs

Question 1124

These individuals are on Maslow's third layer

Answer 1124

High affiliation needs they need to belong

Question 1125

When you can match their needs with the -- -- they will be more than just satisfied they will be motivated to work

Answer 1125

Task or environment

Question 1126

You cannot always put people into the roles they would most like. frequently the -----must also be considered

Answer 1126

Organizations needs

Question 1127

Managerial grid vertical axis

Answer 1127

Concern for employees

Question 1128

Managerial grid horizontal axis

Answer 1128

Concern for production

Question 1129

The managerial grid was introduced in------- by------

Answer 1129

1964 Drs. Robert R Blake and Jane S Mounton

Question 1130

Managerial grid Their model of managerial behavior in an organizational settings suggested that-----

Answer 1130

MORAL (the people factor) and productivity are independent of one anther. Thus either one could flourish or fail in spite of the other

Question 1131

Position -------represents a leader with a passion for production while having a relatively low concern for people. position------- may be similar in some ways to-------

Answer 1131

A theory X

Question 1132

Managerial grid people having this style of leadership use their power to control people. telling them what to do and how it is to be done

Answer 1132

Position A

Question 1133

Managerial grid Minimum regard for people and production. the leader provides the minimum amount of supervision needed to survive within the system

Answer 1133

position B

Question 1134

Managerial grid this person is a strong advocate of McGregors theory Y

Answer 1134

Position C

Question 1135

Managerial grid The leader has a strong bias for interaction with people while having a relatively mild concern about production

Answer 1135

Position C

Question 1136

Managerial grid Leadership style that is represented by a middle of the road approach

Answer 1136

Position D

Question 1137

Managerial grid Position D may be somewhat better than the person who operates from

Answer 1137

Position A B or C

Question 1138

Managerial grid neither people nor production get for attention and that either can't be compromised to accomplish the other

Answer 1138

Position D

Question 1139

Managerial grid supervisor has a high regard for both the workers and production

Answer 1139

Position E

Question 1140

Managerial grid these leaders use their own talents to integrate all the positive leadership qualities to bring out the full potential of all their workers

Answer 1140

Position E

Question 1141

Leadership is achieving the organizations goals through others. to have this influence the leader must have some sort of------

Answer 1141

POWER over team members

Question 1142

Ability to influence others

Answer 1142

Power

Question 1143

For fire service personnel, the FIRST type of leadership power

Answer 1143

Comes with the badge of the office | Legitimate power

Question 1144

For fire service personnel the first type of ----------comes with the badge of office

Answer 1144

Leadership power

Question 1145

The power that is the stowed upon you as an officer in the organization

Answer 1145

Legitimate power

Question 1146

As an officer you wear ---------that indicates you are a representative of local government

Answer 1146

Insignia

Question 1147

With that ---------two additional types of power or implied - -

Answer 1147

Legitimate power Reward power punishment power

Question 1148

With that legitimate power two additional types of power are implied the FIRST of these is the power to

Answer 1148

Reward people or reward power

Question 1149

Power to - approve requests - recommend individuals for special assignments - write recommendations and evaluations help personnel attain their personal goals

Answer 1149

Reward power

Question 1150

May be nothing more than name recognition a smile or an acknowledgment of effort

Answer 1150

Reward power

Question 1151

Taking a moment to help someone who is having a bad day

Answer 1151

Reward power

Question 1152

Not taking your bad day out on someone else

Answer 1152

Reward power

Question 1153

We usually think of punishment power as -------although fortunately this is not really an issue for most personnel

Answer 1153

Authority to administer discipline

Question 1154

Far more often we ----------by simply failing to give recognition for a job well done or by withholding information that might be useful

Answer 1154

Punish people

Question 1155

Come with the badge

Answer 1155

Legitimate power reward power punishment power

Question 1156

There are additional forms of power that one ---------. this added power is earned by individuals through their-----

Answer 1156

Earns personal actions

Question 1157

Power that one earns .these qualities can be illustrated with terms like----

Answer 1157

Charisma and knowledge

Question 1158

Terms like identification power and expert power are often used to describe the qualities of

Answer 1158

Role models and knowledgeable individuals

Question 1159

Effective leaders work at achieving the organizations goals through the---

Answer 1159

Efficient labor of others

Question 1160

Three factors that determine your own leadership style

Answer 1160

The Team member The leader The situation

Question 1161

Elements that determine leadership style the team member

Answer 1161

Experienced maturity motivation

Question 1162

Elements that determine leadership style the leader

Answer 1162

Self-confidence confidence in team members feeling of security in the organization perception of the organizations value system

Question 1163

Elements that determine leadership style the situation

Answer 1163

Risk factors time constraints nature of problem organizational risk climate ability of individuals to work as a team

Question 1164

Dynamic and effective leaders make their (leadership) style-----

Answer 1164

Fit the situation

Question 1165

This style is characterized by lots of direction and mostly one-way communication

Answer 1165

Directing

Question 1166

Some discussion in which the supervisor seeks ideas explains the needs and decisions and sell the idea

Answer 1166

Consulting

Question 1167

Supervisor gives lots of direction but maintains close presence, providing encouragement and reassurance

Answer 1167

Consulting

Question 1168

The supervisor is available to provide support both the task and the people get lots of attention

Answer 1168

Consulting

Question 1169

Leadership style varies depending upon the amount of

Answer 1169

Input allowed

Question 1170

(Leadership) | Four representative styles:

Answer 1170

Directing consulting supporting delegating

Question 1171

Leader encourages participation at all levels and shares responsibility for the process

Answer 1171

Supporting

Question 1172

Two way communications are encouraged on a continuing basis

Answer 1172

Supporting

Question 1173

There is a sharing of the decision-making process

Answer 1173

Supporting

Question 1174

The leader facilitates growth by sharing information and asking questions that will enhance the workers understanding of the situation

Answer 1174

Supporting

Question 1175

Little direction but the leader continues to provide support encouragement and recognition

Answer 1175

Supporting

Question 1176

Supervisor essentially turns the management of the task over to team members

Answer 1176

Delegating

Question 1177

Little direction

Answer 1177

Supporting

Question 1178

Direction is limited

Answer 1178

Delegating

Question 1179

Direction is limited to setting the goals in the finding the parameters communication maybe limited but when it occurs it will be a cordial to a process

Answer 1179

Delegating

Question 1180

Mostly supervisor centered leadership and communications are mostly one way

Answer 1180

Directing

Question 1181

Two-way communications that are more effective more freedom of thought expression for the members and members are more involved with the decisions and the outcome

Answer 1181

Member centered leadership style

Question 1182

(directing consulting supporting delegating) | During a normal day there are situations in which each is appropriate. use the one that is most------

Answer 1182

Productive

Question 1183

Diversity and harassment in the workplace are generally considered to be --------but we consider them here in the context of good leadership

Answer 1183

Management issues

Question 1184

(Diversity and harassment) the-------- for policies regarding these important issues must come from the top of the organization

Answer 1184

Organizational tone

Question 1185

The fire service has had significant problems in the area of---

Answer 1185

Diversity and harassment

Question 1186

Diversity and harassment deal with-------- towards others

Answer 1186

Personal attitudes

Question 1187

Within the workplace ----------determine the legal boundaries of our actions

Answer 1187

Laws and regulations

Question 1188

Many federal laws prohibit ---------. U.S. Constitution the Fifth Amendment the 14th amendment

Answer 1188

Discrimination

Question 1189

No person shall be deprived of life liberty or property without due process of law

Answer 1189

Fifth Amendment

Question 1190

No person shall did not any person within its jurisdiction the equal protection of the law

Answer 1190

14th amendment

Question 1191

In -------Congress passed the civil rights act. title --------of the act deals with programs and activities that receive federal funding and prohibit discrimination on the basis of race color or national origin or sex

Answer 1191

1964 VI

Question 1192

Title -----of the civil rights act deals with employers and prohibits discrimination by employers on the basis of race color RELIGION sex or national origin

Answer 1192

VII

Question 1193

The civil rights act of 1964 authorized the establishment of--- to enforce the act

Answer 1193

EEOC

Question 1194

Title -----has the greater impact on our workplace

Answer 1194

VII

Question 1195

The equal pay act of 1963 prohibits discrimination and compensation on the basis of

Answer 1195

Sex

Question 1196

The equal employment opportunity act of 1972 ------------of the civil rights act of 1964 and-----------of EEOC

Answer 1196

Strengthened the authority expanded the power

Question 1197

The civil rights act of 1991 provided that -------------for discrimination in the workplace

Answer 1197

individuals may be personally liable (as well as their organizations)

Question 1198

---------- Authorized jury trials and increased the limits of financial settlements. As a result we have seen increasingly larger punishments especially in cases involving-------

Answer 1198

Civil rights act of 1991 sexual-harassment

Question 1199

Prohibits discrimination on the basis of disabilities and covers employment public accommodations transportations and telecommunications

Answer 1199

Americans With Disabilities Act of 1990 | ADA

Question 1200

Complex law that applies to employment issues our 911 system and providing proper access for citizens and employees in public places such as fire stations

Answer 1200

ADA

Question 1201

Questions regarding local application of -------should be referred to higher management levels of your department or local government

Answer 1201

ADA

Question 1202

Represent slightly over half the total population

Answer 1202

Women

Question 1203

Effectively supervising a ---------------is what good leadership is all about

Answer 1203

Diverse workforce

Question 1204

As new members enter our organization we must be aware that they may have---

Answer 1204

Different values

Question 1205

(Diversity) As standing members of the organization we should look at these new values as an-----rather than a-----

Answer 1205

Opportunity problem

Question 1206

A greater applicant pool means that departments can be

Answer 1206

More selective about the people they hire

Question 1207

Many large metropolitan fire departments have the luxury of selecting one candidate from

Answer 1207

20 or more applicants

Question 1208

If done carefully The--------------provides highly qualified candidates who are likely to survive the recruit training process and become well motivated long-term members of the organization

Answer 1208

Selection process

Question 1209

All of us want--------- individuals working for us

Answer 1209

Highly motivated

Question 1210

The ----------of the fire service have little experience in dealing with diversity issues and some do not know how to deal with these diverse groups or how to handle the problems that arise

Answer 1210

More senior members

Question 1211

Understanding and effectively managing diversity must start

Answer 1211

At the top of any organization

Question 1212

-------- should take the time to learn about all new personnel and their personal values -----------Need to proactively embrace the positive values of diversity

Answer 1212

Supervisors we all

Question 1213

The fact that these values may not be identical to our own should not be considered as a barrier but rather as an

Answer 1213

Opportunity for learning more about ourselves and our people

Question 1214

------should be sure that females and minorities are fairly represented and involved with all the department activities

Answer 1214

Supervisors

Question 1215

Many of the problems you are facing today are the result of

Answer 1215

Inappropriate actions in the past

Question 1216

People ages --------face a dramatically increased risk of dying in a home fire

Answer 1216

65 and older

Question 1217

Adults age 65 and older face -----times the risk of dying in a home fire

Answer 1217

3

Question 1218

When harassment has a sexual overtone it is a clear violation of

Answer 1218

Federal law

Question 1219

Covers sexual-harassment in the workplace

Answer 1219

Title VII of the civil rights act of 1964

Question 1220

One asked for sexual favors as a condition of employment promotion or transfer. this implies an act of

Answer 1220

Power by one over another

Question 1221

Because of physical size and organizational position men are generally thought to be more powerful. sexual-harassment is often about---

Answer 1221

Power

Question 1222

Sexual-harassment me not be about sex it may be a

Answer 1222

General derogatory comment about a person because of that person's gender

Question 1223

---------have a special obligation to protect personnel from the consequences of sexual harassment

Answer 1223

Supervisors

Question 1224

When a person comes to you as a supervisor with a complaint about sexual harassment you must Encourage the complainant to provide you with

Answer 1224

Take action promptly Specific information

Question 1225

You may need to help the process by asking

Answer 1225

open-ended questions

Question 1226

" -----------?" | In some cases no corrective action is desired

Answer 1226

what do you want me to do

Question 1227

If the policy directions you to conduct an investigation you should follow the initial interview by

Answer 1227

Checking with any witnesses

Question 1228

If talking to witnesses start by saying that

Answer 1228

You are investigating a complaint of sexual-harassment and that they have been named as a witness to the act

Question 1229

After you have a good understanding of what has happened

Answer 1229

Talk to the accused

Question 1230

Do not provide witnesses with specific information regarding

Answer 1230

The name of the accused or the accuser

Question 1231

And talking to the accused asked the individual to

Answer 1231

Respond to the allegations

Question 1232

In most cases the accused will

Answer 1232

Acknowledge the action and will offer an excuse that the actions were misunderstood

Question 1233

As a ----------- you are a key player in the prevention, recognition, and resolution of any ------------ problems in the workplace

Answer 1233

Supervisor harassment related

Question 1234

EEOC's guidelines for employer liability for sexual harassment by supervisors Covers

Answer 1234

All types of unlawful harassment

Question 1235

An employer is always responsible for harassment by supervisor that

Answer 1235

Culminates in a tangible employment action

Question 1236

Tangible employment action

Answer 1236

Hiring firing promotion demotion

Question 1237

EEOC's guideline for employer liability for sexual harassment by supervisors an individual qualifies as an employer supervisor if

Answer 1237

authority to recommend tangible employment decisions or authority to direct the employees daily activities

Question 1238

Tangible employment action means a significant change in

Answer 1238

Employment status

Question 1239

Hiring firing promotion demotion unreasonable reassignment significant change in benefits compensation work assignment

Answer 1239

Tangible employment action

Question 1240

What should employers do to prevent and correct harassment? | in most cases the policy and procedure should be

Answer 1240

In writing

Question 1241

Employers anti-harassment policy should make clear that the employer

Answer 1241

Will not tolerate harassment or retaliation

Question 1242

Employer should encourage employees to report harassment to management before it becomes

Answer 1242

Severe or pervasive

Question 1243

The employer should designate ---------to take complaints and it should ensure that these individuals are in accessible locations

Answer 1243

More than one individual

Question 1244

The employer should instruct all of its ------------ to report complaints of harassment to appropriate officials

Answer 1244

Supervisors

Question 1245

It is advisable for an employer to designate ----------outside an employees chain of command to take complaints to assure that the complaint will be handled impartially

Answer 1245

At least one

Question 1246

The alleged harasser should not have any direct or indirect control over the

Answer 1246

Investigation

Question 1247

If an employer determines that harassment occurs it should

Answer 1247

Take immediate measures to stop the harassment and ensure that it does not recur

Question 1248

An employer should correct harassment that is----------- regardless of whether a complaint is filed

Answer 1248

Clearly unwelcome

Question 1249

An employer should screen applicants for supervisory jobs to see if they have a history of

Answer 1249

Engaging in harassment

Question 1250

The employee must take reasonable steps to avoid harm from harassment. usually the employee will exercise this responsibility by using the employers

Answer 1250

Complaint procedure

Question 1251

Employer legally responsible for it supervisors harassment and employee failed to use complaint procedure.

Answer 1251

Tangible employment action reasonable for the employee not to complain

Question 1252

An employees failure to complain would be reasonable if the employee

Answer 1252

Had a legitimate fear of retaliation

Question 1253

If management does not act promptly to investigate the complaint and take corrective action then it may be appropriate to

Answer 1253

File a charge with the EEOC

Question 1254

The deadline for filing an EEOC charge is either----------- after the last date of alleged harassment depending on the state

Answer 1254

180 or 300 days

Question 1255

(Volunteer) Although the threat of liability maybe present the risk of -----------should be an even greater motivator to do the right thing

Answer 1255

Adverse publicity

Question 1256

------can prevent sexual-harassment in the workplace

Answer 1256

Leaders

Question 1257

Take a proactive stance on

Answer 1257

SEXUAL harassment

Question 1258

Should you become aware of any sexual harassment -----------to let people know that the action is inappropriate

Answer 1258

Take quick firm action

Question 1259

one of your most important roles as a company officer is

Answer 1259

Leading others

Question 1260

When done effectively, productivity is increased and both supervisors and workers are happier and more satisfied

Answer 1260

Leading

Question 1261

Part of working with others involves accepting

Answer 1261

Proper organizational behavior where everyone is treated fairly and with respect

Question 1262

Most generous sharing of the officers leadership role

Answer 1262

Delegating

Question 1263

Authoritarian approach

Answer 1263

Directing

Question 1264

Recognition of authority by virtue of an individual skill or knowledge

Answer 1264

Expert power

Question 1265

Recognition of authority by virtue of the other individuals character or trust

Answer 1265

Identification power

Question 1266

Arsenal actions of managers and supervisors to get team members to carry out certain actions

Answer 1266

Leadership

Question 1267

Representation or example of something

Answer 1267

Model

Question 1268

Command or control over other status

Answer 1268

Power

Question 1269

As a -------you have to communicate with your team members as a -----you're expected to be able to communicate with the rest of the organization and the public

Answer 1269

Supervisor company officer

Question 1270

No one can anticipate every situation that may occur in the role as a

Answer 1270

New supervisor

Question 1271

What is learned from the book or in a classroom will only begin the process of

Answer 1271

Personal professional development

Question 1272

you are encouraged to continue the DEVELOPMENT PROCESS:

Answer 1272

Read every article and take every class on LEADERSHIP you can

Question 1273

As supervisors and as company officers it is your job to develop the new firefighter into a This is a critical time for

Answer 1273

True professional Both you and the new firefighter

Question 1274

For most of those entering the fire service the person who has the greatest impact on them in their entire career is probably

Answer 1274

Their first company officer

Question 1275

You should look on new firefighters as part of

Answer 1275

Your team and your profession

Question 1276

A significant part of any supervisors time should be devoted to ----

Answer 1276

The development of each of his or her subordinates

Question 1277

The TASK of ---------is one of the most CHALLENGING tasks a company officer faces and at the same time is one that can provide great personal satisfaction

Answer 1277

Developing our subordinates

Question 1278

There is nothing more satisfying than watching a

Answer 1278

Subordinate developed to full potential

Question 1279

The first meeting with the new firefighter should

Answer 1279

Defined the job establish positive relationships build a friendly atmosphere

Question 1280

You will have to pick up where the---------- left off in terms of-------

Answer 1280

recruit Academy training

Question 1281

The new firefighter should be expected to become familiar with the buildings and streets in the company's first due response area. much of this can be done using--------

Answer 1281

A senior firefighter as a mentor

Question 1282

The supervisor should establish a clear definition of

Answer 1282

The job

Question 1283

'When you are explaining' the tasks that need to be done Give the team member a chance to

Answer 1283

-Clearly define the members roll and -show them how they fit into the overall organization Talk and ask questions

Question 1284

Teaching individual small activities may seem trivial to the seasoned professional but -----------------is what keeps us prepared for the big emergency

Answer 1284

Proficiency in the little details

Question 1285

Set will defined ----------with the new firefighters

Answer 1285

Job standards

Question 1286

Your organization should have a ----------of the firefighters duties

Answer 1286

Detailed position description

Question 1287

The POSITION DESCRIPTION may refer to additional requirements such as those listed in

Answer 1287

NFPA 1001 standard for firefighter professional qualifications

Question 1288

Make sure that your firefighters understand --------------which may not necessarily be the way it is done now

Answer 1288

The way the job should be done

Question 1289

For most new members, sorting through all this information will be a bit overwhelming. as a supervisor you should help them by----

Answer 1289

Assigning some priorities

Question 1290

Encourage or team members to openly discuss-----

Answer 1290

Their performance

Question 1291

If appropriate --------------- to give the new member some specific goals to attain in the FIRST FEW DAYS and WEEKS on the job

Answer 1291

Put some deadlines on the first few items on the priority list

Question 1292

(New firefighters) an important part of this process should include a---------- of the new members progress

Answer 1292

Regular review

Question 1293

A ----------will occur after some specific time of service, typically----------- , you should not wait that long with a NEW MEMBER

Answer 1293

Formal review 6 months or a year

Question 1294

Hold a ---------to keep track of the new members accomplishments, provide positive reinforcement for the good work the member is doing, make adjustments were necessary, and set new goals for the--------

Answer 1294

Short-term future

Question 1295

(Mini review) such meeting should be held----

Answer 1295

Once or twice a month

Question 1296

The team members performance is determined by their----

Answer 1296

Competence and their commitment to the work

Question 1297

The team members----------is determined by their confidence in their commitment to the work

Answer 1297

Performance

Question 1298

There---------- is determined by their knowledge skills and abilities

Answer 1298

Competence

Question 1299

Their--------is determined by their attitude, motivation, and confidence in themselves

Answer 1299

Commitment

Question 1300

Type 1

Answer 1300

High competency/high commitment good performer

Question 1301

Type 2

Answer 1301

Low competency/high commitment Good student

Question 1302

Type 3

Answer 1302

High competency/low commitment Poor attitude

Question 1303

Type 4

Answer 1303

Low competency/low commitment Unwilling and unable

Question 1304

Has the skill and confidence needed and is ready to move to areas of greater responsibility. keep this member CHALLENGED

Answer 1304

Type 1

Question 1305

Type 2: As a supervisor your role is to provide------ and help this novice gain --------

Answer 1305

Assurance self-confidence

Question 1306

Type 3: the member is learning but lacks the---------needed to go out alone .Work on-------

Answer 1306

Self-confidence or motivation attitude and self-confidence

Question 1307

Type 4: you may need to review--------. look for learning disabilities.

Answer 1307

The individuals goals

Question 1308

Type 4: Take shorter steps and have patience. provide----------and evidence of your------

Answer 1308

Motivation confidence

Question 1309

Four effective tools for team member development

Answer 1309

Mentoring coaching counseling performance evaluations

Question 1310

---------Provides an environment that encourages each member to develop to their full potential, which not only benefits the department but also provides the very kind of intangible rewards that separate the GOOD work places from the GREAT workplaces. This ------is accomplished in four ways: mentoring, coaching, counseling, and performance evaluations

Answer 1310

Effective SUPERVISION Interaction

Question 1311

Formal structured process that continues the training that was part a of the recruit school

Answer 1311

Mentoring program

Question 1312

Some departments immediately start the new recruit through MENTORING program-a formal structured process that continues the training that was a part of the recruit school. this is even more important where a member-----

Answer 1312

Does not go through a full recruit school process

Question 1313

A good mentoring process must start with a---

Answer 1313

Formal decision from a senior officer

Question 1314

A good mentoring process must start with a formal decision from a senior officer. the next step is to---

Answer 1314

Get the training division to develop a mentoring program-a formal program

Question 1315

(Mentoring) a key to the process is----

Answer 1315

The mentor

Question 1316

A key to the process is the mentor. a "mentor" is a

Answer 1316

Trusted counselor guide tutor coach

Question 1317

a trusted counselor, guide, tutor, or coach

Answer 1317

Mentor

Question 1318

Should have the positive qualities of good character and set a good positive personal example

Answer 1318

Mentor

Question 1319

Mentors should have a positive attitude about ----- and ------

Answer 1319

department Mentoring process

Question 1320

--------Are important in a mentor

Answer 1320

Good communication skills

Question 1321

This is the time to review the material covered in recruit school at a slower pace

Answer 1321

Mentoring

Question 1322

The instruction is individualized and emphasis can be put upon the individuals needs

Answer 1322

Mentoring

Question 1323

Mentoring- it is an especially good time to cover the material required in----

Answer 1323

NFPA 1001 for firefighter II

Question 1324

An especially good time to cover the material required in NFPA 1001 for firefighter II (TWO)

Answer 1324

Mentoring

Question 1325

(Mentoring) Ultimately you as the company officer are responsible for the firefighters------you have to oversee the-------- and the---------- to assure its successful outcome

Answer 1325

Performance Mentor Mentoring process

Question 1326

helping a team member improve knowledge skills and abilities

Answer 1326

Coaching

Question 1327

When coaching you are helping a team member improve

Answer 1327

Knowledge skills abilities

Question 1328

Coaching usually focuses on ---------------and the coach works with the student until--------

Answer 1328

One aspect of the job at a time desired level of competence is demonstrated

Question 1329

Easy and satisfying process

Answer 1329

Coaching

Question 1330

-------Is usually initiated by the leader

Answer 1330

Coaching

Question 1331

Coaching is usually initiated by

Answer 1331

The leader

Question 1332

Coaching is usually initiated by the leader. it is an------ that requires------

Answer 1332

INFORMAL process little preparation

Question 1333

The--------- helps people develop physical skills

Answer 1333

Traditional coach

Question 1334

- Take time to describe the steps that make up the job | - demonstrate the proper method and --ask the member to demonstrate the same sequence

Answer 1334

Coaching

Question 1335

(Coaching) take time to describe the steps that make up the job, demonstrate the proper method, and asked the member to demonstrate the same sequence. Ask the member to talk through the task you just when you were demonstrating the task. this does two things:

Answer 1335

Reinforces the learning process verifies that the members thinking and actions are correct

Question 1336

(Coaching) while watching and listening to your team member give---

Answer 1336

Positive feedback and reassurance

Question 1337

INFORMATIONAL process that helps members improve their skills and abilities

Answer 1337

Coaching

Question 1338

Coaching implies a -----------that treats members as full partners, that communicates a sense of mutual respect and trust, a willingness to listen, and even a willingness to compromise.

Answer 1338

One on one relationship

Question 1339

An EFFECTIVE COACH has--------and the ability to---------

Answer 1339

Self-confidence when the confidence of others

Question 1340

A---------- is flexible enough to recognize the vision of success and the fact that there may be several past to getting to that goal

Answer 1340

GOOD COACH

Question 1341

An-------has that vision, the self image of success, and the ability to communicate that vision effectively to others. an-------- can see beyond the obvious.

Answer 1341

EFFECTIVE COACH

Question 1342

Company officers coach people to help them develop---

Answer 1342

Professional skills

Question 1343

---------Is often a function of how members are treated and the expectations that are indicated

Answer 1343

Performance

Question 1344

Performance is often a function of---------and the------------ that are indicated

Answer 1344

How members are treated expectations

Question 1345

SUCCESSFUL LEADERS have the ability to transmit------------to their members

Answer 1345

High expectations

Question 1346

----------Have the ability to transmit high expectations to their members

Answer 1346

Successful leaders

Question 1347

High expectations lead to----

Answer 1347

High-performance

Question 1348

When you have a -------------you tend to be COMFORTABLE with them and are likely to spend more TIME with them. They will probably continue to get better

Answer 1348

Good working relationship with good members

Question 1349

When you do not have a good working working relationship with a member

Answer 1349

This member probably does not improve

Question 1350

Second leadership tool

Answer 1350

Counseling

Question 1351

May focus on some specific aspect of the job, but more likely the focus is on general attitude or behavior

Answer 1351

Counseling

Question 1352

Counseling may focus on some specific aspect of the job but more likely the focus is on----

Answer 1352

General attitude or behavior

Question 1353

Should always be done in private

Answer 1353

Counseling

Question 1354

Counseling should always be done in private keep the counseling session------ Counseling can be very-----

Answer 1354

Businesslike but friendly INFORMAL

Question 1355

Purpose of ----------- | help the member improve

Answer 1355

Counseling

Question 1356

Counseling to be effective issue be accomplished---

Answer 1356

Shortly after the unsatisfactory behavior was observed

Question 1357

Focuses on improving some specific aspect of member performance, attitude, or behavior

Answer 1357

Counseling

Question 1358

Counseling focuses on improving some specific aspect of member - - -

Answer 1358

Performance attitude or behavior

Question 1359

Counseling as a company officer you should call the firefighter into your office and ask the firefighter to----

Answer 1359

Discuss relevant feelings

Question 1360

As the company officer you should call the firefighter into your office and ask the firefighter to discuss relevant feelings

Answer 1360

Counseling

Question 1361

The counseling session should be as -------possible under the circumstances

Answer 1361

Constructive

Question 1362

GOOD LEADERS are able to council members without either one---

Answer 1362

Becoming emotional

Question 1363

Good leaders are able to -------without either one becoming emotional

Answer 1363

Council members

Question 1364

If you and the member have a --------and if the -------------is working well the information can be quickly and effectively conveyed without having to make a major production of the event

Answer 1364

Good working relationship communications process

Question 1365

Mentoring process - formal program Coaching- informal process informational process Counseling- Can be very informal Problem solving process Performance evaluations- Quite formal

Answer 1365

Nakendndjdjdn

Question 1366

Ridiculing threatening or verbally attacking the member are generally

Answer 1366

Ineffective

Question 1367

Tool for member improvement but is also considered a problem-solving process

Answer 1367

Counseling

Question 1368

Counseling is a tool for member improvement but it also is a---

Answer 1368

Problem-solving process

Question 1369

Counseling the ----should be clearly identified and an------should be offered as to why it is a problem

Answer 1369

Problem explanation

Question 1370

Counseling have agreement with the member about the-----and the-----that must be taken

Answer 1370

Problem corrective action

Question 1371

Counseling close the session by------ A------- may be needed in some cases

Answer 1371

Agreeing on the next step follow up meeting

Question 1372

When the performance deficit cannot be attributed to a management problem your intervention should include

Answer 1372

A referral to the employee assistance program EAP

Question 1373

When the performance deficit cannot be attributed to a--------your intervention should include a referral to the employee assistance program EAP

Answer 1373

Management problem

Question 1374

Once the counseling session is over consider the option of---

Answer 1374

Rebuilding the relationship... coffee..

Question 1375

performance evaluations are another important---

Answer 1375

Member development tool

Question 1376

If we look upon evaluations as a way of ---------things might be a lot easier

Answer 1376

Improving performance

Question 1377

Compared to coaching couch counseling evaluations are usually ----

Answer 1377

Quite formal

Question 1378

Evaluations are-------- in that they are usually done on a regular schedule and they follow a standard procedure usually dictated by-------

Answer 1378

Structured reporting form

Question 1379

If coaching and counseling have been taking place as they should there should be no surprises for members in the---------

Answer 1379

Evaluation interview

Question 1380

If --------------have been taking place as they should there should be no surprises for members and the evaluation interview

Answer 1380

Coaching and counseling

Question 1381

Although the written record is important the performance evaluation interview is important to especially for---

Answer 1381

New members

Question 1382

Although the written record is important the performance evaluation-------- is important too, especially for new members

Answer 1382

Interview

Question 1383

In most organizations, formal personnel evaluations occur ---------but in reality the evaluation procedure should be------

Answer 1383

Once or twice a year a continuous cycle

Question 1384

In most organizations ----------occur once or twice a year but in reality the -------should be on a continuous cycle

Answer 1384

Formal personnel evaluations evaluation procedure

Question 1385

performance evaluations the cycle is

Answer 1385

Continuous

Question 1386

Are clearly an important supervisory activity

Answer 1386

Performance evaluations

Question 1387

The real purpose of performance evaluations is

Answer 1387

To document the members performance

Question 1388

------Represents the continuous process of goal setting, observation, and performance evaluation

Answer 1388

Cycle of performance management

Question 1389

Performance evaluation systems we are looking at the performance levels of three sets of people

Answer 1389

Those who are above average those who are well below average all the rest

Question 1390

Performance evaluation systems regardless of the official system that is in place all members should be

Answer 1390

Receiving constant feedback on their performance

Question 1391

performance evaluation systems two appraisal systems:

Answer 1391

Informational appraisal system formal appraisal system

Question 1392

Performance evaluation systems: appraisal system: Based on the interpersonal relationship between the supervisor and member

Answer 1392

Informational appraisal system

Question 1393

Performance evaluation systems: appraisal system: provides a formal method of documenting the members performance on a regular and systematic basis

Answer 1393

Formal appraisal system

Question 1394

Objectives of member appraisal systems

Answer 1394

Feedback foundation document justify

Question 1395

The evaluator marks the box that best describes the members quality of work, attitude, cooperation, and so forth not unlike a report card.

Answer 1395

Graphic rating system

Question 1396

A problem with this system lies in the evaluators interpretation of words.

Answer 1396

Graphic rating system

Question 1397

Graphic rating system Even when the evaluation system suggest a distribution of marks, the average company officer is evaluating--------all of whom are at different levels of their professional growth and maturity these factors make this system-----

Answer 1397

3-4 ppl Very difficult to use

Question 1398

Supervisors are asked to rank their members from good to bad

Answer 1398

Rank ordering

Question 1399

Very difficult to use

Answer 1399

Graphic rating system

Question 1400

Difficult to use

Answer 1400

Rank ordering

Question 1401

Rank ordering most supervisors can pick out the-----and the---------, that may be all that we are interested in

Answer 1401

Top 10% bottom 10%

Question 1402

A problem with this is some lies in the evaluators interpretation of words

Answer 1402

Graphic rating system

Question 1403

Because of the relatively few number of members under the command of anyone supervisor and because these members are at most likely at different points in their profession this process is difficult to use

Answer 1403

Rank ordering

Question 1404

Brief descriptions define the level of competence in a range of performance measures

Answer 1404

Behaviorally anchored system

Question 1405

Asks the evaluator to assess the performance against the standard something that should be taking place in all systems

Answer 1405

Behaviorally anchored system

Question 1406

Clear listings of performance parameters helps reduce errors introduced by rater bias making the system more credible

Answer 1406

Behaviorally anchored system

Question 1407

Performance evaluation systems most of the systems ultimately reduce the words to---- resulting in a-----

Answer 1407

Numbers final score

Question 1408

Many members and many evaluators see the score as the overall outcome of the process and lose sight of the fact that the performance appraisal system is meant to be a-------

Answer 1408

performance improvement tool

Question 1409

Performance evaluation systems in a MAJORITY of cases the REAL PURPOSE is to identify those who are---

Answer 1409

Well above average and well below average

Question 1410

Some would argue this is Ultimately the role of the member evaluation process

Answer 1410

Identify those who are not doing their fair share address the problem take appropriate corrective action

Question 1411

(Better) address any deficiencies in performance early on long before it services in----

Answer 1411

The member performance evaluation system

Question 1412

Performance appraisal should be a

Answer 1412

Continuous process

Question 1413

Continuously----- members performance

Answer 1413

Observe and monitor

Question 1414

If the member is doing a good job or if a problem develops(even more important)

Answer 1414

Let the member know

Question 1415

Allowing the inadequate--------------- to continue could lead to a significant performance failure during an emergency situation

Answer 1415

activity or attitude

Question 1416

Implement a regular process of ------------so that there are no surprises that the APPRAISAL INTERVIEW

Answer 1416

Systematic performance review

Question 1417

Implement a regular process of systematic performance review so that there are no surprises at the APPRAISAL INTERVIEW. This is a very simple step yet it is the one that leads to the

Answer 1417

Greatest anxiety

Question 1418

Primary formal feedback members receive on their work

Answer 1418

Performance appraisal INTERVIEW

Question 1419

The performance appraisal interview is the----------- members receive on their work

Answer 1419

Primary formal feedback

Question 1420

-----Are an important step in the overall process of member development

Answer 1420

Performance appraisal INTERVIEWS

Question 1421

Performance appraisal interviews are an important step in the overall process of

Answer 1421

Member development

Question 1422

Almost everyone has some area of weakness especially when compared to the

Answer 1422

Relative strengths of other performance areas

Question 1423

(Interview) | The better approach is for the supervisor to be less dominant----

Answer 1423

Talking less and listening more

Question 1424

(interview) the better approach is for the supervisor to be less dominant talking less and listening more.for this to be effective---

Answer 1424

The member has to have adequate notice of the pending interview

Question 1425

Ideally interview should be scheduled --------- in advance

Answer 1425

A week or two

Question 1426

The supervisor should ask members to evaluate themselves. then the member and the supervisor can compare the results. this makes the member a more equal player in the interview process and reinforces the supervisors role as a-------

Answer 1426

Coach and member developer

Question 1427

Regardless of the approach all such interviews are important tools. as such both the member AND the supervisor should be----

Answer 1427

Well prepared

Question 1428

Good supervisors have an organized system that simplifies the recording of observations of--

Answer 1428

Member performance

Question 1429

Make a habit of noting something about the----- of every member on a regular basis

Answer 1429

Performance

Question 1430

During each--------- a supervisor should have seen something good or bad about each member

Answer 1430

Work cycle or work week

Question 1431

WRITING member evaluation remember the lessons of---------: look for people doing something right

Answer 1431

The one minute manager

Question 1432

Make it a habit to record

Answer 1432

Accomplishments

Question 1433

When you see something that requires CORRECTIVE ACTION you should

Answer 1433

Counsel the individual right away

Question 1434

There should be no surprises at the

Answer 1434

Evaluation session

Question 1435

Tricky

Answer 1435

Make a habit of noting something about performance of every member on a regular basis We often remember to record shortcomings make it a habit to record accomplishments to Once you get in the habit of doing this recording the process becomes easy

Question 1436

Through these---- you will likely have plenty of quality material to use on the evaluation itself

Answer 1436

Recorded observations

Question 1437

Measure your employees against a

Answer 1437

Fixed and known standard

Question 1438

Usually involve both training and educational requirements to help members increase their skills and abilities in the workplace

Answer 1438

professional development programs

Question 1439

Successful accomplishment and application of these PROFESSIONAL DEVELOPMENT REQUIREMENTS should be---- and ----

Answer 1439

Encouraged and formally recognized

Question 1440

We may differ in the way we want to be recognized for our work but ------is one of our basic needs

Answer 1440

Recognition

Question 1441

Maslow Hertzberg and others have identified the need for

Answer 1441

Recognition

Question 1442

Let your members know what you expect, and when they give a little more

Answer 1442

Give them some recognition for their efforts

Question 1443

Awarding certificates of accomplishment or placing notes of exceptional performance are an important part of the----

Answer 1443

Recognition process

Question 1444

Record of exceptional performance "original"

Answer 1444

Personnel file

Question 1445

If you complement every act you eventually dilute the

Answer 1445

Recognition process

Question 1446

As the company officer you should remember that the --------starts with you, if you do not take the initiative to--------- it is unlikely that anybody else will

Answer 1446

Awards process Recommend the award

Question 1447

---------Does not have to be a medal or pay raise. it may be just a comment, a word of appreciation, or nod

Answer 1447

Recognition

Question 1448

Whatever form the recognition may be in make sure that it is----

Answer 1448

Sincere

Question 1449

One of the basic tenants of the Dale Carnegie program is

Answer 1449

Show sincere genuine appreciation

Question 1450

Recognition should be--

Answer 1450

Personal

Question 1451

Should identify: - the individual - the act - you are personally grateful for the work

Answer 1451

Recognition

Question 1452

---Motivates members to want to do even more and to be even more effective

Answer 1452

Recognition

Question 1453

Having talked with a member about a performance problem and having seen no change your next step may be too---- If you do not take action you will lose part of your ------and part of your---- as a leader

Answer 1453

Take some form of disciplinary action Credibility Authority

Question 1454

When taking DISCIPLINARY ACTION think of it as another way of

Answer 1454

Improving member performance and behavior

Question 1455

When ------------remember the following - focus on the behavior not the individual - help the member maintain self-esteem -work to maintain a constructive relationship

Answer 1455

Counseling or administering punishment

Question 1456

Taking disciplinary action make an effort to be --------in the treatment of members over a period of time

Answer 1456

Consistent and fair

Question 1457

You should consider several factors when DECIDING WHETHER TO USE discipline: 1) the discipline should have some--- 2) take into consideration members---

Answer 1457

Relation to the offense - recent work - past disciplinary record - mitigating circumstances

Question 1458

Taking disciplinary action some organizations require that the company officer inform their supervisors of the ------.find out what is appropriate

Answer 1458

Action taken

Question 1459

Most organizations have established disciple procedure. In most cases there is a progressive system that generally follows the steps of

Answer 1459

``` Oral reprimand written reprimand transfer suspension demotion termination ```

Question 1460

Oral reprimand is much like a private counseling session between the supervisor and the member except that it is likely that the unsatisfactory conduct in question---

Answer 1460

Has been discussed previously

Question 1461

The nature of the unsatisfactory behavior problem and the corrective action that is desired should be clearly identified during the session

Answer 1461

Oral reprimand

Question 1462

Try to get the member to understand the nature and consequences of the action at issue

Answer 1462

Oral reprimand

Question 1463

Oral reprimand ask the member to help spell out the-----

Answer 1463

Corrective action

Question 1464

Oral reprimand although no formal record is required is a good idea to---

Answer 1464

Make notes of the conversation

Question 1465

---------Should administer the written reprimand

Answer 1465

Company officer

Question 1466

A BRIEF MEMO to the MEMBER that indicates - The nature of the unsatisfactory - behavior previous discussion has been had - unsatisfactory behavior has continues -desired corrective action

Answer 1466

Written reprimand

Question 1467

- Nature of the unsatisfactory behavioral problem - corrected action desired - nature of unsatisfactory behavior - previous discussion has been had - unsatisfactory behaviors continued - desired corrective action

Answer 1467

Oral reprimand Written reprimand

Question 1468

Memo form

Answer 1468

Written reprimand

Question 1469

Written reprimand. Give the Original to

Answer 1469

The member

Question 1470

May provide a solution to the problem the new supervisor should be aware of the--

Answer 1470

Transfer Prior discipline problem

Question 1471

Well beyond the punishment authority of most company officers in the fire service

Answer 1471

Suspension

Question 1472

Serious punishment and usually administered by a senior fire department officer

Answer 1472

Suspension

Question 1473

Suspension is a serious punishment and is usually administered by a

Answer 1473

Senior FD officer

Question 1474

Most departments provide for a formal hearing usually in the more senior officers office with the company officer and the member each having an opportunity to present their version of the story

Answer 1474

Suspension

Question 1475

The purpose of the-------is to improve the members performance or conduct

Answer 1475

Disciplinary process ***under the title "suspension"

Question 1476

The purpose of the disciplinary process is to improve the members performance or conduct. if that occurs the---

Answer 1476

Punishment is affective

Question 1477

Demotion takes away both---

Answer 1477

Pay and power

Question 1478

Demotion Usually conducted by senior fire department officer make a-------of the procedure

Answer 1478

Detailed record Remember-oral reprimand- make notes

Question 1479

"Senior FD officer" Discipline

Answer 1479

Suspension Demotion

Question 1480

Termination is used when---- | Costly for both the member any organization

Answer 1480

All other steps have failed

Question 1481

Taking disciplinary action for -------one or more the steps may be omitted

Answer 1481

Serious offenses

Question 1482

The discipline should follow a warning and be immediate consistent and impersonal

Answer 1482

Hot stove rule

Question 1483

Hot stove rule fundamental to the process is that before any discipline can be implemented---

Answer 1483

Supervisor must first give a warning. Members must be informed clearly that certain actions will result in disciplinary actions. this is a very important step

Question 1484

It is easier to accept discipline if

Answer 1484

The rules and standards are clearly stated beforehand and understood

Question 1485

The importance of the hot stove rule is that there is---------- taken for a negative or wrong decision made by the member

Answer 1485

Immediate action

Question 1486

The importance of the hot stove rule is that there is immediate action taken for a negative or wrong decision made by the member. in order for this to be productive the ---------must take timely disciplinary action

Answer 1486

Supervisor

Question 1487

Hot stove rule your discipline has nothing to do with the ----------it merely establishes standards to work by

Answer 1487

Supervisory relationship

Question 1488

Throughout the process of-------- it is important to remember that everyone should be treated fairly

Answer 1488

Developing your team

Question 1489

Finding the best way to--------is one of the most important things you do in being an effective leader

Answer 1489

Motivate each of your teammates

Question 1490

Be sure that the------ are reasonable and fair for each teammate

Answer 1490

Goals

Question 1491

Although all firefighter should have the same---------some will be better in some things than others will

Answer 1491

Skills

Question 1492

Work with individuals to help them overcome their weaknesses and RECOGNIZE THEIR STRENGTHS BY----

Answer 1492

Letting them do that which they do best, at least some of the time

Question 1493

Encourage all of your teammates to participate in the -----for themselves and for the company

Answer 1493

Goal setting process

Question 1494

Getting teammates involved is called

Answer 1494

Empowerment

Question 1495

---Is called empowerment

Answer 1495

Getting teammates involved

Question 1496

--------Allows members to have a feeling of ownership in the organization

Answer 1496

Empowerment

Question 1497

Empowerment allows members to have a feeling of

Answer 1497

Ownership in the organization

Question 1498

--------has taken on new dimensions with the increasingly DIVERSE workplace we see in today's fire service

Answer 1498

Maintaining fairness

Question 1499

The key to understanding and leading a ---------lies in understanding and flexibility

Answer 1499

Diverse workforce

Question 1500

The key to understanding and leading a diverse workforce lies in----

Answer 1500

Understanding and flexibility

Question 1501

With all of the demands upon them your people are------

Answer 1501

Under considerable pressure

Question 1502

--------Can create to CONFLICT

Answer 1502

PRESSURE

Question 1503

PRESSURE can create---

Answer 1503

CONFLICT

Question 1504

When people -----conflict is natural

Answer 1504

Work together under pressure

Question 1505

CONFLICT can be healthy it implies that people are------

Answer 1505

Working hard and trying to be successful in meeting their goals, theirs and the organizations

Question 1506

Conflict can be unhealthy when it involves

Answer 1506

Personality clashes

Question 1507

Conflict can be unhealthy when it involves personality clashes. when this type of conflict occurs in needs to be-------- another job for you as the company officer

Answer 1507

Quickly resolved

Question 1508

As effective company officer you should be able to detect a conflict arising while it is still in its----

Answer 1508

Incipient stages

Question 1509

It takes----to have a conflict

Answer 1509

2 or more

Question 1510

Conflict when a solution is found get a ------------from each party on how each is going to support the solution

Answer 1510

Verbal commitment

Question 1511

Specific time

Answer 1511

Counseling-- follow up meeting Conflict--specific time to review progress

Question 1512

(Conflict) set a specific time to--

Answer 1512

Review progress on the situation

Question 1513

It is natural for team members to -----about things in the workplace especially in fire stations

Answer 1513

Gripe

Question 1514

First expression of dissatisfaction

Answer 1514

Gripe

Question 1515

Prolonged or repeated dissatisfaction over the same topic might lead to a

Answer 1515

Complaint

Question 1516

A first expression of dissatisfaction might be considered a gripe. prolonged or repeated dissatisfaction over the same topic might lead to a complaint. the NEXT STEP--------is serious and can occur when the COMPLAINING becomes significant or does not bring relief

Answer 1516

Grievance

Question 1517

Deserve your attention as the company officer

Answer 1517

Gripe Complaint Grievance

Question 1518

You need not resolve every GRIPE or COMPLAINT personally, but you should provide a healthy atmosphere where---------

Answer 1518

Problems can be raised and resolved

Question 1519

-----Should be channeled into positive action

Answer 1519

Gripes and complaints

Question 1520

Gripes and complaints should be channeled into--

Answer 1520

Positive action

Question 1521

You should expect adults to solve some of their own problems and to-------- when this does not work

Answer 1521

Try to get help from others

Question 1522

When members have a problem they should take the initiative to--

Answer 1522

Go see their officer when the officer is AT WORK IN THE OFFICE

Question 1523

Sometimes just letting the member-------- helps to resolve the issue

Answer 1523

Talk over the problem

Question 1524

Listening to an acting on----------will improve your workplace environment

Answer 1524

Material complaints

Question 1525

Listening to and acting on material complaints will-----

Answer 1525

Improve the workplace environment

Question 1526

You must be familiar with your organizations---

Answer 1526

Grievance procedure

Question 1527

If -----------------,it indicates that there is a problem that members cannot resolve, that they are unhappy with the situation, and that they have decided to make a FORMAL issue of their complaint

Answer 1527

MEMBER FRUSTRATION has escalated to the grievance level

Question 1528

(Member frustration has escalated to the grievance level) it may also indicate that there is a---------problem in the organization

Answer 1528

Communications

Question 1529

Most organizations have a formal grievance procedure the procedure forces the issue to be---

Answer 1529

Heard in a timely manner

Question 1530

Sets a bad example. his negative attitude can become CONTAGIOUS if left unchecked

Answer 1530

Disenchanted firefighter | Seasoned member

Question 1531

As a supervisor you should take the lead and try to ------the disenchanted firefighter

Answer 1531

Gradually restore

Question 1532

As a supervisor you should take the lead and try to gradually restore the----

Answer 1532

Disenchanted firefighter

Question 1533

As a supervisor you should take the lead and try to gradually restore the disenchanted firefighter. you may want to start with------- give him a ------ When it is successfully accomplished give him----

Answer 1533

Improving his ATTITUDE SPECIFIC TASK that he can accomplish Some recognition for his effort (then repeat)

Question 1534

By taking the----------you may be able to turn the firefighter with a negative attitude into a positive performer

Answer 1534

Rehabilitation process in small increments

Question 1535

It is important that an organization be able to-------- . if it cannot it may not survive

Answer 1535

Change

Question 1536

Most------------ it allows us to keep up-to-date and to use modern ideas and technology to get the job done

Answer 1536

Change is good

Question 1537

As the speed with which we------- increases so will the rate of change

Answer 1537

Share information and technology

Question 1538

As the speed with which we share information and technology increases so will the---

Answer 1538

Rate of change

Question 1539

we all change during our lifetime, but----------- is an individual thing some do it better than others

Answer 1539

Accepting change

Question 1540

We all change during our lifetime but accepting change is an--------: some do it better than others

Answer 1540

Individual thing

Question 1541

For us as individuals-------- is something we can plan control and monitor on our own.

Answer 1541

Accepting change

Question 1542

For us as individuals accepting change is something we can----- on our own

Answer 1542

Plan Control Monitor

Question 1543

With ORGANIZATIONAL CHANGE we probably do not have much opportunity to----

Answer 1543

Set the pace

Question 1544

Changes in -------are much more difficult on team members

Answer 1544

Organizations

Question 1545

It is natural to ----change

Answer 1545

Resist

Question 1546

We all want to -------------but few of us want to pay the price of changing from the present

Answer 1546

Share the benefits of change

Question 1547

Make sure that there is a -------for the change. change that is easy to accomplish or that has the greatest visibility may not be what is really needed

Answer 1547

Valid reason

Question 1548

(Change) Regardless of the source it has to be implemented at-----

Answer 1548

The station level

Question 1549

Introducing change and managing it's effective implementation is a -----

Answer 1549

Leadership skill

Question 1550

------Provides a culture where change is not only welcomed but also required

Answer 1550

Good leadership

Question 1551

With ------you should have open lines of communication

Answer 1551

Good leadership

Question 1552

As a supervisor you should provide a climate where a members ideas are---

Answer 1552

Given serious consideration

Question 1553

------Are among the most conspicuous changes in the fire service

Answer 1553

Changes in fire apparatus design

Question 1554

----------May be evident to the outsider and may have a profound impact on the way the department serves the community

Answer 1554

Introducing changes to an organization

Question 1555

Work to overcome the obstacles of change. we usually fear----

Answer 1555

The unknown

Question 1556

(Change) | All of the anxieties can be overcome with---

Answer 1556

Good Communications

Question 1557

--------Introduces uncertainty into our lives and often introduces new events over which we have no control

Answer 1557

Change

Question 1558

When--------- keep your team members informed of what is going on, and let them be a part of the process rather than a victim of it's passing

Answer 1558

Introducing change

Question 1559

Depending upon the time, circumstances, and conditions involved you may be able to use one of the LEADERSHIP STYLES to -------rather than ramming the idea down the member throats

Answer 1559

Sell the idea

Question 1560

One of the main components of successfully introducing change is to-----

Answer 1560

Keep the communications open

Question 1561

One of the main components of----------- is to keep the communications open

Answer 1561

Successfully introducing change

Question 1562

the greatest fear occurs when change involves----

Answer 1562

Personnel action

Question 1563

(Others may be affected by change) For most organizations this is an excellent time to build some----

Answer 1563

Good public relations

Question 1564

Once a change is been introduced is always a good idea to-----------------to---------with what is happening in the organization

Answer 1564

Follow up Remain in touch

Question 1565

----------Is always a good idea to follow up to remain in touch with what is happening in the organization

Answer 1565

Once a change has been introduced

Question 1566

(Change) the goal is to have--------- ------------- will increase the net results

Answer 1566

The positive effects outweigh the negative ones monitoring and fine-tuning the results of the change

Question 1567

The goal is to have the positive effects outweigh the negative ones. monitoring and fine-tuning the results of the change will-------

Answer 1567

Increase the net results

Question 1568

When change is successfully implemented it is a good time to-----

Answer 1568

Recognize those who made it happen

Question 1569

Key steps for successfully introducing change create a climate were change is---

Answer 1569

Welcomed and not feared

Question 1570

Key steps for successfully introducing change Let team members be involved in

Answer 1570

Finding new ways and implementing new ideas

Question 1571

Key steps for successfully introducing change reduce stress and anxiety by--_

Answer 1571

Keeping people informed

Question 1572

Key steps for successfully introducing change when INTRODUCING change----

Answer 1572

Be positive

Question 1573

Key steps for successfully introducing change consider the impact of the timing of the change on your team members and INTRODUCE the change---

Answer 1573

As gradually as possible

Question 1574

Key steps for successfully introducing change follow-up and monitor the---

Answer 1574

Total impact of the change

Question 1575

Taking command of a----- is much like taking command of a -----as the chief you are the boss and you can make a difference

Answer 1575

Fire department ship

Question 1576

(Taking command of a ship/FD) The VISION has to start-------but the ACTUAL WORK to implement the change takes place-----

Answer 1576

At The top AT ALL LEVELS

Question 1577

Fire officers on their way up

Answer 1577

Rising stars

Question 1578

This is a book for leaders at all levels. is a good read for fire chiefs but it is even better for the fire officers on their way up

Answer 1578

It's your ship

Question 1579

Practical tools to help you become an effective leader

Answer 1579

1) Have an orientation session 2) have regular meetings and share information with employees 3) set goals provide regular feedback on performance 4) empower your people 5) provide instruction and help 6) ask your members for ideas and suggestions 7) be a role model

Question 1580

Good time to explain personal values as well as any policies that may be unique to this workplace

Answer 1580

Orientation session

Question 1581

Good time to listen to the members, hear about their goals and ambitions, and possibly their problems and needs

Answer 1581

Orientation session

Question 1582

One effective meeting that should happen regularly is a----

Answer 1582

Planning meeting

Question 1583

Plan for future events and let your teammates share the information. Let teammates be involved in the---------whenever possible

Answer 1583

Decision-making process

Question 1584

Get the members actively involved in-------- use these------- as a benchmark for measuring process during evaluation

Answer 1584

Goal setting goals

Question 1585

Get the members actively involved in goal setting. use these goals as a--------

Answer 1585

Benchmark for measuring progress during evaluations

Question 1586

may only take a minute or two and usually focuses on some specific task or timeframe

Answer 1586

4) provide regular feedback on performance

Question 1587

It is a lot easier for both the supervisor and the member to deal with these PERFORMANCE ISSUES when they are-----

Answer 1587

Addressed in small increments

Question 1588

When corrective action is desired it will come a lot sooner

Answer 1588

4) Provide regular feedback on performance

Question 1589

Offer opportunities for your people to enhance themselves and provide opportunities for their growth and learning

Answer 1589

Empower your people

Question 1590

Provide opportunity and incentive for individuals to increase their knowledge

Answer 1590

Empower your ppl

Question 1591

Be available show interest and support and recognize accomplishments. but DO NOT------unless necessary

Answer 1591

SUPERVISE 6) provide instruction and help

Question 1592

Be sure that members get credit for their-----

Answer 1592

Work and accomplishments 7) ask your members for ideas and suggestions

Question 1593

8) be a role model

Answer 1593

Do the right thing

Question 1594

Way to resuscitate tired organizations providing better and more efficient service to citizens

Answer 1594

Ownership

Question 1595

Introducing change is a challenge in itself but with something as bold as---------- and suggesting that they have--------- things can be difficult

Answer 1595

Empowering people ownership in the organization

Question 1596

The message for company officers-you can make changes in----------a lot easier then your Chief can: you are much closer to your people and there are fewer of them to convince.

Answer 1596

The way you do things

Question 1597

Take on SMALL CHALLENGES first then work your way up to LARGER UNDERTAKINGS. as you move to positions of greater responsibility and influence continue to------

Answer 1597

Introduce new ideas

Question 1598

So what is the company officers roll?

Answer 1598

You should aspire to be the best company officer and your department

Question 1599

While COACHING and COUNSELING those around you take some time to work on your own----

Answer 1599

Development needs

Question 1600

Taking time off from work to improve your skills

Answer 1600

Taking time to "sharpen the saw"

Question 1601

Steve Covie compares our LEARNING PROCESS to working with tools, noting that more gets done with sharp tools but that --------is sacrificed in the process

Answer 1601

Production

Question 1602

Person who helps another develop a skill

Answer 1602

Coach

Question 1603

Expression of discontent

Answer 1603

Complaint

Question 1604

One of several leadership tools that focuses on improving member performance

Answer 1604

Counseling

Question 1605

administrative process whereby a member is punished for not conforming to the organizational rules and regulations

Answer 1605

Disciplinary action

Question 1606

To give authority or power to another

Answer 1606

Empowerment

Question 1607

Formal dispute between member and employer over some condition of work

Answer 1607

Grievance

Question 1608

Formal dispute formal process

Answer 1608

Grievance grievance procedure

Question 1609

First step in the FORMAL disciplinary process

Answer 1609

Oral reprimand

Question 1610

Final step in the disciplinary process or the incident command process

Answer 1610

Termination

Question 1611

Provides the member a fresh start in another venue

Answer 1611

Transfer

Question 1612

Documents unsatisfactory performance and specifies the corrective action expected

Answer 1612

Written reprimand | usually follows an oral reprimand

Question 1613

Along with being fair the supervisor must take the lead in making sure that the workplace is------- for all who work there

Answer 1613

Comfortable

Question 1614

Josh likes dick

Answer 1614

Yes he does