Company Officer Chapter 7

Question 0

An expression of discontent

Answer 0

Complaint

Question 1

A person who helps another develop a skill

Answer 1

Coach

Question 2

A disagreement quarrel or struggle between two individuals or groups?

Answer 2

Conflict

Question 3

One of several leadership tools that focuses on improving member performance?

Answer 3

Counseling

Question 4

Reduction of a member to a lower grade ?

Answer 4

Demotion

Question 5

And administrative process where by a member is punished for not conforming to the organizational rules or regulations?

Answer 5

Disciplinary action

Question 6

To give authority or power by another

Answer 6

Empowerment

Question 7

A formal dispute between member and employer over some condition of work?

Answer 7

Grievance

Question 8

Formal process for handling disputed issues between a member and employer where a union contract is in place the ________ ______ is part of the contract

Answer 8

Grievance procedure

Question 9

The least severe form of discontent

Answer 9

Gripe

Question 10

The first step in a formal disciplinary process

Answer 10

Oral reprimand

Question 11

Disciplinary action in which the member is relieved from duty possibly with partial or complete loss of pay ?

Answer 11

Suspension

Question 12

The final step in the disciplinary process or the incident command process?

Answer 12

Termination

Question 13

A step in the disciplinary process that provides the member a fresh start in another venue?

Answer 13

Transfer

Question 14

_____Documents unsatisfactory performance and specifies the corrective action expected usually follows an oral reprimand?

Answer 14

Written reprimand

Question 15

The personal actions of managers and supervisors to get team members to carry out certain actions?

Answer 15

Leadership

Question 16

When ______ you are helping a team member improve knowledge skills and abilities.

Answer 16

Coaching

Question 17

________ is the second leadership tool available to members.

________ May focus on some specific aspect of the job but more likely the focus is on general attitude or behavior

Answer 17

Counseling

Question 18

Performance evaluation system is a continuous process explain?

Answer 18

Continuous process- Goalsetting, observation, and performance evaluation.
Set goals, observe progress, provide feedback positive and constructive on performance when goals are satisfactory reached then set new more lawfully goals and continue process over and over.

Question 19

Describe the disciplinary process in your department?

Answer 19

• verbal
• letter of guidance documented X 3
• letter of written warning/ warning report
• Time off / expulsion
• demotion
• fired or given the opportunity to resign

Question 20

What are some general rules for effective punishment

Answer 20

If you do not take some form of action the problem will likely continue. If you do not take action you will lose credibility and part of your authority as a leader.

• Focus on behavior, not the individual.
• help the member maintain self esteem
• work to maintain a constructive leadership

Question 21

How should you as company officers deal with conflict

Answer 21

Conflict can be healthy, it implies that people are working hard and trying to be successful in meeting their goals, both their personal goals and those of the organization. Conflict can be unhealthy – when it involves personality clashes, when this type of conflict occurs, it needs to be quickly resolved.

Question 22

How should you respond to complaints and grievances?

Answer 22

You do not need to resolve every gripe or complaint personally but you should provide a healthy atmosphere where problems can be raised and resolved.
Gripes and complaint should be channeled into positive action.

Question 23

How should you introduce change?

Answer 23

Regardless of its source, change has to be implemented at the station level. when introducing change keep your team members informed of what is going on, and let them be part of the process, rather than a victim of its passing.

Question 24

How can you as a company officer, become an effective leader?

Answer 24

- take command - lead by example - listen aggressively - communicate with purpose and meaning - build up your people - improve your peoples Quality of life

Question 25

When people are promoted to supervisor they quickly find that the work is different and in someways more _____ than when they were one of the workers

Answer 25

difficult

Question 26

Administrative duties, understanding organizations rules and regulations, supervising others are all demanding tasks

Answer 26

T

Question 27

Communication skills are

Answer 27

vital

Question 28

As a company officer you are expected to be able to communicate with the rest of the

Answer 28

organization and the public

Question 29

Continue the development process: ______

Answer 29

read every article and take every class On leadership you can

Question 30

For most of those entering the fire service the person who has the greatest impact on them in their entire career is probably their _________

Answer 30

first company officer

Question 31

As supervisors and company officers, it is your job to develop the new firefighter in to a

Answer 31

true professional

Question 32

A significant part of any supervisors time should be devoted to the ______of each of his or her subordinates

Answer 32

development

Question 33

The task of developing your subordinates is one of the most challenging tasks a company officer _____. And at the same time is one that can provide great personal satisfaction

Answer 33

faces

Question 34

Leaders motivate people to work as a team and except responsibility even in

Answer 34

failure

Question 35

The first meeting with a new firefighter should define the job, establish positive relationships, and build a _________

Answer 35

friendly atmosphere.

Question 36

Many fire departments have a _______ that allows the new firefighter to review what was covered in recruits school while learning new material that is needed on the job

Answer 36

structured program

Question 37

Things that you can do for your team members

Answer 37

– Share information about the job and the organization – Share knowledge about the role of the department and how they fit in – Share knowledge about trends in growth promotions and opportunities – Identify alternative career paths and the implications of each

Question 38

The supervisor should establish a clear ______ of the job

Answer 38

definition

Question 39

When you are talking to a new team member, try to avoid ________

Answer 39

information overload

Question 40

When you are explaining the tasks that need to be done, _________the members roll and show them how they fit into the overall organization

Answer 40

clearly define

Question 41

Give the team member a chance to talk and to ask questions

Answer 41

T

Question 42

_________ in the little details is what keeps us prepared for the big emergencies

Answer 42

Proficiency

Question 43

Set ________ job standards with new firefighters

Answer 43

well defined

Question 44

Make sure that your firefighters understand the way the job _________ which may not necessarily be the way that it is done now.

Answer 44

should be done,

Question 45

For most new members sorting through all of this information will be a bit overwhelming as a supervisor you should help them buy it so I need some ________

Answer 45

priorities

Question 46

Hold a mini review to help track the new members _________, provide positive reinforcement for the good work with the members doing, make adjustments were necessary, and set new goals for the short-term future

Answer 46

accomplishments

Question 47

An important part of setting standards should include a regular review of the new members progress

Answer 47

T

Question 48

The team members performance is determined by their competence and their _____ to the work

Answer 48

commitment

Question 49

Their ________ is determined by their knowledge skills and abilities their ________ is determined more by their attitude motivation and confidence in themselves.

Answer 49

competence | commitment

Question 50

Confidence and commitment, to gather these two dimensions present for possible situations

Answer 50

Type 1: hi competency/high commitment = good performer Type 2: low competency/high commitment = good student Type 3 : high competency/low commitment =poor attitude Type 4 : low competency/low commitment =unwilling and unable

Question 51

``` Effective supervision promotes 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 place from the great work place. This interaction is accomplished in for Ways : - - - - ```

Answer 51

– Mentoring - coaching - counseling and - performance evaluations

Question 52

_______ a formal structured process that continues the training that was part of the cause of the recruit school

Answer 52

Mentoring program

Question 53

A good mentoring process must start with a _________ from the senior officer

Answer 53

formal decision

Question 54

The next step is to get the training division to develop a mentoring program a formal program that includes goals objectives topics to be covered evaluation instruments a definition of the mentors roll and a method for Final valuation of both the process in the new members knowledge at the end of the program

Answer 54

T

Question 55

A key to the process is the mentor. A mentor is a trusted counselor guide tutor or coach mentors should have a positive attitude about the department and the mentoring process

Answer 55

T

Question 56

Good communication skills are also important in a mentor, the mentor should be able not only to convey the information but also to offer constructive criticism and to help the new member

Answer 56

T

Question 57

Ultimately, you as the company officer are responsible for the firefighters _______

Answer 57

performance

Question 58

When coaching you're helping a team member improve knowledge skills and abilities coaching usually focuses on one aspect of the job and the time and the coach works with the student until the desired level of competence is demonstrated

Answer 58

T

Question 59

When coaching you are helping a team member improve

Answer 59

knowledge skills And abilities

Question 60

Coaching is usually initiated by the

Answer 60

leader

Question 61

Coaching is an _______ that requires little preparation

Answer 61

informal process

Question 62

Take time to describe the steps that make up the job, demonstrate the proper method, and asked the member to demonstrate the same sequence

Answer 62

T

Question 63

Ask the member to walk through the task just as you did when you were demonstrating the task this does two things first it ______ the learning process and second it ______ that the members thinking as well as the actions are correct

Answer 63

reinforces | verifies

Question 64

Coaching is an informal process that helps members improve their _________

Answer 64

skills and abilities

Question 65

Coaching implies a ________ relationship that treats members as full partners that communicates a sense of mutual respect and trust and willingness to listen and even a willingness to compromise

Answer 65

one on one

Question 66

And effective _____ has self confidence in the ability to win the confidence of others

Answer 66

coach

Question 67

A good coach is flexible enough to recognize the _________ and the fact that there may be several paths to get to that goal.

Answer 67

vision of success

Question 68

_______ is often a function of how members are treated and the expectations that are indicated where success is expected success will likely follow where failure is expected it will surely follow

Answer 68

Performance

Question 69

Counseling is the second ______ available to help members

Answer 69

leadership tool

Question 70

________ may focus on some specific aspect of the job, but more likely, the focus is on general attitude or behavior

Answer 70

Counseling

Question 71

Counseling should always be done in ________ keep the counseling session businesslike but friendly. in fact counseling can be very informal after all the purpose is to help the member improve

Answer 71

private

Question 72

For counseling to be effective it should be accomplished ______ the unsatisfactory behavior was observed

Answer 72

shortly after

Question 73

Counseling focuses on improving some specific aspect of member _______

Answer 73

performance, attitude, or behavior

Question 74

Good leaders are able to council members without either one becoming ______

Answer 74

emotional

Question 75

Ridiculing, threatening, or verbally attacking the member I'm generally

Answer 75

ineffective

Question 76

Counseling is a tool for member improvement but it also is a problem-solving process the problem should be _______an explanation should be offered as to why it is a problem

Answer 76

clearly identified

Question 77

Document each occurrence in your supervisory records and when the situation warrants action, conduct ____________

Answer 77

appropriate supervisory intervention

Question 78

When the performance deficit cannot be attributed to a management problem your intervention should include a referral to the _______

Answer 78

employee assistance program EAP

Question 79

The five professional development role of a leader

Answer 79

1. Mentor– Helps members learn the job 2. Coach – helps members with self assessment 3. Appraiser – provide members with a reality check 4. Advisor – helps members identify their goals 5. Referral agent – connects members with their own future goals

Question 80

Performance evaluations are another important ______________.

Answer 80

member development tool

Question 81

If we look upon a valuations as a way of _______ performance, things might be a lot easier

Answer 81

improving

Question 82

Compared to coaching and counseling, evaluations are usually quite _____

Answer 82

formal

Question 83

Evaluations are structured in that they are usually done on a regular schedule and they follow a standard procedure usually dictated by the __________

Answer 83

reporting form

Question 84

In most organizations formal personal evaluations occur once or twice a year but in reality the evaluation procedure should be a __________

Answer 84

continuous cycle

Question 85

The real purpose of performance evaluations is to document the members _________

Answer 85

performance.

Question 86

In reality we are looking at the performance levels of three sets of people: those who are

Answer 86

Those who are above average, those who are below average , and all the rest

Question 87

Regardless of the official system that is in place all members should be receiving _________ on their performance.

Answer 87

constant feedback

Question 88

A word of acknowledgment or or praise is feedback, A need for coaching or counseling is feedback these are ______ tools where as performance of valuation process is a ________ tool

Answer 88

informal formal