Company officer ch12

Question 0

Define complaint?

Answer 0

an expression of grief, regret, pain, censure, resentment, a lamentation, an accusation or fault finding.

Question 1

Define Problem?

Answer 1

the difference between the current situation and the desired situation.

Question 2

define conflict?

Answer 2

a state of opposition between 2 parties.

a conflict usually causes a complaint.

Question 3

Define Mistake?

Answer 3

an error or fault resulting from bad judgment, deficient knowledge, or carelessness. Misconception or misunderstanding.

Question 4

What are the 4 classifications of problems an officer may face? pg 225

Answer 4

In- house
internal department issues
External issues
High profile incidents

Question 5

Problems should be solved on what level? pg 225

Answer 5

at the lowest possible level within the organization.

Question 6

What are the “general decision making process” steps pg 225.

Answer 6

Define the problem
generate alternative solutions
select a solution
implement the solution
Evaluate the result.

Question 7

What is the best way to prevent major problems ?

Answer 7

deal successfully with minor issues before they reach the crisis stage.

Question 8

What is the most challenging phase of the decision process?

Answer 8

implementation of the solution or phase

Question 9

What must the implementation plan include? pg 227

Answer 9

a schedule to ensure goals are met.

Question 10

The problem has not been solved until when? pg 227

Answer 10

the solution is implemented.

Question 11

What factor distinguishes a fire officer from a fire fighter? pg 230

Answer 11

the responsibility to act as an agent of the formal organization.

Question 12

The official response to a problem begins when? pg 230

Answer 12

when the officer becomes aware that a problem exists.

Question 13

What is the most important room in the fire house?

Answer 13

Kitchen

Question 14

What are the steps for the “conflict resolution model?” pg 230

Answer 14

Listen and take detailed notes
active listening
paraphrase and feedback
do not explain or excuse

Question 15

What is the first objective within the conflict resolution model?

Answer 15

understand the issue and why the individual is complaining

Question 16

What are the 2 goals with regards to paraphrasing and feedback?

Answer 16

officer has good understanding of the issue

complainant feels the fire officer really listened

Question 17

What is the purpose of the investigation? pg 232

Answer 17

to obtain additional information beyond the original complaint

Question 18

What is the “product” of an investigation?

Answer 18

the report itself

Question 19

What 3 things objectives should be contained within the investigative report?

Answer 19

1. it identified and clearly explained the issues
2. provide a complete, factual presentation of background and facts
3. a recommended action plan which is supported by the information.

Question 20

What are the 4 possible responses for finding to an investigative report ? pg 232

Answer 20

Take no further action
Recommend action requested by the complainant
Suggest an alternative solution
Refer issue to the office or person who can provide a remedy

Question 21

What are the steps for taigman and Dean’s conflict resolution model?
pg 233

Answer 21

Drain the emotional bubble
understand the complainants viewpoint
help the complainant feel understood
identify the complainants expectation for resolution.

Question 22

For Taigman and Dean’s Conflict resolution model, where is the employee asked to describe the desired action? pg 234

Answer 22

At step 4- identify the complainants expectation for resolution.

Question 23

Citizens’ complaints are of 3 general types? pg 235

Answer 23

conduct of a FF
performance of service delivery
Fire Dept policy.

Question 24

If a citizens’ complaint deals with an operational issue where should the complaint be sent? pg 235

Answer 24

Chief of operations

Question 25

Citizens’ complaints about codes should be sent where?

Answer 25

Fire marshall

Question 26

Citizens’ complaints about personnel should be sent where?

Answer 26

To the supervisor of the individual who is involved in the action.

Question 27

What is the focus of “Customer Satisfaction” pg 235

Answer 27

Meeting the customers’ expectations