Company officer Chapter 7 Flashcards
An effective coach has that___, the____, and the ability to______.
Vision, self image of success, communicate
What four ways is member development accomplished
Mentoring, coaching, counseling, performance evaluations
What allows members to feel ownership in the organization
Empowerment
Pressure can create what
Conflict
When can conflict be unhealthy
When it involves personality clashes
What are the factors influencing the use of the 360° assessment
Focus on teamwork
Employee development
Customer service
Low competency/high commitment
Good student, provide assurance
Commitment is determined by what three factors
Attitude motivation and confidence
What are the four obvious signs of stress
Eating disorders, sleeping disorders, mood swings, relationship issues
When taking disciplinary action think of it as what
Improving member performance
What does counseling focus on
General attitude or behavior
Hi competency/high commitment
Good performer, keep member challenged
Competence is determined by what three things
Knowledge, skills, abilities
What enforces the rights and wages of nonexempt employees
Fair labor standards act
The key to understanding and leading a diverse workforce lies in what?
Understanding and flexibility
The five basic steps of problem-solving are
Problem definition, problem analysis, analyze the solutions, select best solution, move forward
Complaints should be channeled into what
Positive actions
What step problem-solving becomes a positive versus negative competition
Analyzing solution
What provides a culture where change is not only welcomed but also required
Good leadership
Which is the lead research agency for occupational health and safety
NIOSH
Unlike most fire department records, employee evaluations are what
Not available to the public
And written evaluations make sure to include both __and___
Accomplishments, shortcomings
A Rater’s tendency to overweight certain factors among the overall information available
Halo effect
The in formal appraisal system is based on the what between the supervisor and member
Interpersonal relationship
This requires agencies to survey internal and external customers, publish customer service standards, and measure agency performance against the standards
Executive order 12862 setting customer service standards
The opposite of the halo effect, the raider tends to put scores in the center of the scale
Central tendency
Feedback from subordinates is particularly useful in evaluating the supervisors _____skills
Interpersonal
The increased use of self directed teams makes the contribution of what the central input to the formal appraisal
Peer evaluations
What has proved to be excellent predictors of future performance
Peer evaluations
These are particularly valuable in situations where the supervisor cannot readily observe the workers behavior and task outcome
Self appraisals
Self ratings most significant contribution is what
Improved communication between supervisors and subordinates
Who is often in the best place to carry out the full cycle of performance management
First line supervisor
When counseling or administering punishment what three things should you remember
Focus on behavior, not the individual. Help member maintain self-esteem. Work to maintain a constructive relationship
Successful leaders have the ability to transmit what
Hi expectations
What should the first meeting with a new firefighter accomplish
Defined the job, establish a positive relationship, and build the friendly atmosphere
Hi competency/low commitment
Poor attitude. Work on self-confidence
Low competency/low commitment
Unwilling and unable. Take shorter steps and have patience
How often do formal evaluations occur in most organizations
Once or twice a year
Good leaders are bright,_____, and alert
Mentally agile
When a performance deficit cannot be attributed to a management problem what should be your next step
Referral to EPA
Coaching is an informal process that helps members improve their____&_____
Skills, abilities
What must a good mentoring process start with
Formal decision from a senior officer
How often should you hold informal mini reviews with the new firefighter
Once or twice a month
Leader take ____, leaders____, people to work as a team and _____ _____, even in failure
Risks, motivate, accept responsibility
A rating score that is based on the info not relevant to the performance standard
Contamination
What is the real purpose of performance evaluations
Document the members performance
As a company officer you were expected to communicate with the ____and the____
Rest of the organization, public
These were developed to help employees deal with personal or work related issues that could otherwise adversely affect their work performance and/or health
EAPs
What are the two benefits to behaviorally anchored Systems
It assesses the performance standard and helps reduce errors introduced by rater bias
NFPA 1001
Standard for professional firefighter qualifications
When does a formal review of the new employee typically occur
After six months to a year
Who is a trusted guide, tutor, or coach
Mentor
You are helping a team member improve knowledge, skills, and abilities when doing what
Coaching
The sphere of feedback sources consist of what five sources
Supervisors, peers, subordinates, customers, and oneself
The five professional development roles of a leader are what
Mentor – helps learn job. Coach – helps self assess Appraiser – provides with reality check Advisor – helps identify angles Referral agent – connects with future goals
Counseling is a tool for member improvement but is also a what
Problem-solving process
What promotes environment that encourages each member to develop to their full potential
Effective supervision
Most federal workers, about 90%, believe the greatest contribution to their performance feedback should come from who
Immediate supervisors
External customers or outside the organization and include but are not limited to the_____
General public
A performance review interviews the supervisor should____ Less, ______with subordinate and be scheduled a____ or____ in advance
Talk, compare notes, week, two
You should measure your members against what
A fixed and known standard
Who does the awards process start with
Company officer
What should serve as an anchor for almost all other performance factors
Customer feedback
Raters use themselves as the benchmark, rather than a performance standard
Like me syndrome
What three factors about the member should you consider when taking disciplinary action
Recent work, past disciplinary record, mitigating circumstances
The team members performance is determined by what
Competence and commitment to work
