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LT Test > Company officer Chapter 7 > Flashcards

Company officer Chapter 7 Flashcards

0
Q

An effective coach has that___, the____, and the ability to______.

A

Vision, self image of success, communicate

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1
Q

What four ways is member development accomplished

A

Mentoring, coaching, counseling, performance evaluations

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2
Q

What allows members to feel ownership in the organization

A

Empowerment

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3
Q

Pressure can create what

A

Conflict

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4
Q

When can conflict be unhealthy

A

When it involves personality clashes

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5
Q

What are the factors influencing the use of the 360° assessment

A

Focus on teamwork
Employee development
Customer service

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6
Q

Low competency/high commitment

A

Good student, provide assurance

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7
Q

Commitment is determined by what three factors

A

Attitude motivation and confidence

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8
Q

What are the four obvious signs of stress

A

Eating disorders, sleeping disorders, mood swings, relationship issues

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9
Q

When taking disciplinary action think of it as what

A

Improving member performance

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10
Q

What does counseling focus on

A

General attitude or behavior

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11
Q

Hi competency/high commitment

A

Good performer, keep member challenged

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12
Q

Competence is determined by what three things

A

Knowledge, skills, abilities

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13
Q

What enforces the rights and wages of nonexempt employees

A

Fair labor standards act

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14
Q

The key to understanding and leading a diverse workforce lies in what?

A

Understanding and flexibility

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15
Q

The five basic steps of problem-solving are

A

Problem definition, problem analysis, analyze the solutions, select best solution, move forward

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16
Q

Complaints should be channeled into what

A

Positive actions

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17
Q

What step problem-solving becomes a positive versus negative competition

A

Analyzing solution

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18
Q

What provides a culture where change is not only welcomed but also required

A

Good leadership

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19
Q

Which is the lead research agency for occupational health and safety

A

NIOSH

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20
Q

Unlike most fire department records, employee evaluations are what

A

Not available to the public

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21
Q

And written evaluations make sure to include both __and___

A

Accomplishments, shortcomings

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22
Q

A Rater’s tendency to overweight certain factors among the overall information available

A

Halo effect

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23
Q

The in formal appraisal system is based on the what between the supervisor and member

A

Interpersonal relationship

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24
Q

This requires agencies to survey internal and external customers, publish customer service standards, and measure agency performance against the standards

A

Executive order 12862 setting customer service standards

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25
Q

The opposite of the halo effect, the raider tends to put scores in the center of the scale

A

Central tendency

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26
Q

Feedback from subordinates is particularly useful in evaluating the supervisors _____skills

A

Interpersonal

27
Q

The increased use of self directed teams makes the contribution of what the central input to the formal appraisal

A

Peer evaluations

28
Q

What has proved to be excellent predictors of future performance

A

Peer evaluations

29
Q

These are particularly valuable in situations where the supervisor cannot readily observe the workers behavior and task outcome

A

Self appraisals

30
Q

Self ratings most significant contribution is what

A

Improved communication between supervisors and subordinates

31
Q

Who is often in the best place to carry out the full cycle of performance management

A

First line supervisor

32
Q

When counseling or administering punishment what three things should you remember

A

Focus on behavior, not the individual. Help member maintain self-esteem. Work to maintain a constructive relationship

33
Q

Successful leaders have the ability to transmit what

A

Hi expectations

34
Q

What should the first meeting with a new firefighter accomplish

A

Defined the job, establish a positive relationship, and build the friendly atmosphere

35
Q

Hi competency/low commitment

A

Poor attitude. Work on self-confidence

36
Q

Low competency/low commitment

A

Unwilling and unable. Take shorter steps and have patience

37
Q

How often do formal evaluations occur in most organizations

A

Once or twice a year

38
Q

Good leaders are bright,_____, and alert

A

Mentally agile

39
Q

When a performance deficit cannot be attributed to a management problem what should be your next step

A

Referral to EPA

40
Q

Coaching is an informal process that helps members improve their____&_____

A

Skills, abilities

41
Q

What must a good mentoring process start with

A

Formal decision from a senior officer

42
Q

How often should you hold informal mini reviews with the new firefighter

A

Once or twice a month

43
Q

Leader take ____, leaders____, people to work as a team and _____ _____, even in failure

A

Risks, motivate, accept responsibility

44
Q

A rating score that is based on the info not relevant to the performance standard

A

Contamination

45
Q

What is the real purpose of performance evaluations

A

Document the members performance

46
Q

As a company officer you were expected to communicate with the ____and the____

A

Rest of the organization, public

47
Q

These were developed to help employees deal with personal or work related issues that could otherwise adversely affect their work performance and/or health

A

EAPs

48
Q

What are the two benefits to behaviorally anchored Systems

A

It assesses the performance standard and helps reduce errors introduced by rater bias

49
Q

NFPA 1001

A

Standard for professional firefighter qualifications

50
Q

When does a formal review of the new employee typically occur

A

After six months to a year

51
Q

Who is a trusted guide, tutor, or coach

A

Mentor

52
Q

You are helping a team member improve knowledge, skills, and abilities when doing what

A

Coaching

53
Q

The sphere of feedback sources consist of what five sources

A

Supervisors, peers, subordinates, customers, and oneself

54
Q

The five professional development roles of a leader are what

A 
Mentor – helps learn job. 
Coach – helps self assess
Appraiser – provides with reality check
Advisor – helps identify angles
Referral agent – connects with future goals
55
Q

Counseling is a tool for member improvement but is also a what

A

Problem-solving process

56
Q

What promotes environment that encourages each member to develop to their full potential

A

Effective supervision

57
Q

Most federal workers, about 90%, believe the greatest contribution to their performance feedback should come from who

A

Immediate supervisors

58
Q

External customers or outside the organization and include but are not limited to the_____

A

General public

59
Q

A performance review interviews the supervisor should____ Less, ______with subordinate and be scheduled a____ or____ in advance

A

Talk, compare notes, week, two

60
Q

You should measure your members against what

A

A fixed and known standard

61
Q

Who does the awards process start with

A

Company officer

62
Q

What should serve as an anchor for almost all other performance factors

A

Customer feedback

63
Q

Raters use themselves as the benchmark, rather than a performance standard

A

Like me syndrome

64
Q

What three factors about the member should you consider when taking disciplinary action

A

Recent work, past disciplinary record, mitigating circumstances

65
Q

The team members performance is determined by what

A

Competence and commitment to work

LT Test (28 decks)

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