Company officer ch12 Flashcards
Define complaint?
an expression of grief, regret, pain, censure, resentment, a lamentation, an accusation or fault finding.
Define Problem?
the difference between the current situation and the desired situation.
define conflict?
a state of opposition between 2 parties.
a conflict usually causes a complaint.
Define Mistake?
an error or fault resulting from bad judgment, deficient knowledge, or carelessness. Misconception or misunderstanding.
What are the 4 classifications of problems an officer may face? pg 225
In- house
internal department issues
External issues
High profile incidents
Problems should be solved on what level? pg 225
at the lowest possible level within the organization.
What are the “general decision making process” steps pg 225.
Define the problem generate alternative solutions select a solution implement the solution Evaluate the result.
What is the best way to prevent major problems ?
deal successfully with minor issues before they reach the crisis stage.
What is the most challenging phase of the decision process?
implementation of the solution or phase
What must the implementation plan include? pg 227
a schedule to ensure goals are met.
The problem has not been solved until when? pg 227
the solution is implemented.
What factor distinguishes a fire officer from a fire fighter? pg 230
the responsibility to act as an agent of the formal organization.
The official response to a problem begins when? pg 230
when the officer becomes aware that a problem exists.
What is the most important room in the fire house?
Kitchen
What are the steps for the “conflict resolution model?” pg 230
Listen and take detailed notes
active listening
paraphrase and feedback
do not explain or excuse
What is the first objective within the conflict resolution model?
understand the issue and why the individual is complaining
What are the 2 goals with regards to paraphrasing and feedback?
officer has good understanding of the issue
complainant feels the fire officer really listened
What is the purpose of the investigation? pg 232
to obtain additional information beyond the original complaint
What is the “product” of an investigation?
the report itself
What 3 things objectives should be contained within the investigative report?
- it identified and clearly explained the issues
- provide a complete, factual presentation of background and facts
- a recommended action plan which is supported by the information.
What are the 4 possible responses for finding to an investigative report ? pg 232
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
What are the steps for taigman and Dean’s conflict resolution model?
pg 233
Drain the emotional bubble
understand the complainants viewpoint
help the complainant feel understood
identify the complainants expectation for resolution.
For Taigman and Dean’s Conflict resolution model, where is the employee asked to describe the desired action? pg 234
At step 4- identify the complainants expectation for resolution.
Citizens’ complaints are of 3 general types? pg 235
conduct of a FF
performance of service delivery
Fire Dept policy.
If a citizens’ complaint deals with an operational issue where should the complaint be sent? pg 235
Chief of operations
Citizens’ complaints about codes should be sent where?
Fire marshall
Citizens’ complaints about personnel should be sent where?
To the supervisor of the individual who is involved in the action.
What is the focus of “Customer Satisfaction” pg 235
Meeting the customers’ expectations
