Exam 1 Flashcards
When a subordinate takes a problem directly to a high ranking officer, this breach violates the principle of
Unity of command
An employee becomes frustrated by conflicting orders from different supervisors. This problem is a violation of.
Unity of command
The concept that an individual is limited in the number of subordinates that can be effectively supervised is
Span of control
Some of the basic principles of organization are
Unity of command, span of control, and division of labor
What is the correct order of incident priorities beginning with the most least important
Life safety, incident stabilization, and property conservation
Occupational Safety and Health Administration part 1910.1200 of title 29 CFR covers training requirements and emergency response requirements for
Hazardous material incidents
Using everyday language is
Clear text
The radio transmission “ladder 65, from operations ventilate the roof” is a
Direct order
Span of control is based on how many people a person can supervise and
Assign to different situations
Your duty regarding policies is to
Understanding consistently apply them on the job
What is the one supervisor principal?
Unity of command
To ensure control, units sending radio messages must
Identify who they are calling and identify themselves before transmitting their message
The forms of communication used to transmit a message from a center to a receiver may include
Oral means
The responsibility for ensuring a safety culture of the unit must begin with the
Company officer
When the situation allows, issuing directions on the fire, ground is accomplished
Face-to-face
Division of labor prevents
Duplication of effort
One of the management functions is
Controlling
Radio reports should be
Clear and concise
When delegating tasks you should
Delegate the responsibility
Which is a basic element of interpersonal communication
Feedback
The four step method of instruction includes
Preparation, presentation, application, and evaluation
The lesson plan should identify the
Learning objectives
What is one of the four steps of instruction?
Evaluation
To be valid, a performance test must reflect what was stated in the
Lesson objective
The company officer that provides a written or practical test is applying which step in the method of instruction
Evaluation
An accepted span of control is how many people
3 to 7
In the first step method of instruction learning takes place during the
Application step
The primary concern during any practical training evolution is
Safety
Topics such as post incident critique, or a policy is taught using the method of
Discussion
Topic, such as the operation of equipment is taught using the method of
Demonstration
A firefighter with a substance abuse problem should
Be referred to organizations employee assistance program
When a firefighters is exhibiting signs of a dangerous level of job stress and refuses to seek help voluntarily, you have a responsibility to
Refer individual to organization, employee assistance program
A firefighter is frequently late for work caused by personal problems, you should
Recommend the employee assistance program
One of the hallmarks of an effective employee assistance program is
Confidentiality
Signs and symptoms associated with excess stress include
Memory problems
You should be able to explain the sexual harassment policy
Involves unwanted and unwelcome sexual behavior
The law that covers sexual harassment in the workplace is the
Title seven of the civil rights act
Failure to know and apply the applicable laws and regulations could result in the company officer
Being held personally liable
Who’s responsibility is it to administer policies and procedures?
Company officers
The regulatory/advisory agency that monitors employment practices and investigates discrimination is the
Equal employment opportunity commission
Discipline within a fire company is designed to
Improve performance
The civil rights act title seven requires that employers
Do not discriminate in employment
A company officer who allows sexually explicit pictures and comments that inhibit employees performance is
Contributing to a hostile work environment
Your ability to reward an employee is
An important incentive because it acknowledges the employees value
The step in the conflict resolution process that converts the decision into action is concerned with.
A decision that all parties resolve and will adhere to through agreement or force
The setting of limits or boundaries for expected performance, which are based on departmental rules and policy, and then enforcing them is
Discipline
Which statement about hostile work environment is correct
The condition will be aggravated if the company officer takes no steps to discourage or discontinue actions
An organization that publishes standards is the
National fire protection Association
Reward power is
The ability to provide a job assignment or an award
A system of values or a standard of conduct that serves as a guideline for making decisions is
Ethics
Which statement is true about grievance procedures
The grievance must identify which policy was not followed
The Fire Dept. ethics program needs to include
Written code of ethics or ethics policy
Which is correct regarding the proper handling of a sexual harassment complaint
Document all actions
Which is correct regarding the grievance procedures
A mutually agreeable solution may not be obtained
The objective of the grievance procedure is to
Resolve the problem at the lowest level
When a problem arises the officer
Has the first opportunity to solve it
Setting the limits for expected performance in enforcing them is
Discipline
Effective company officers handle conflict by
Confronting the problem as soon as it arises
What is a key dimension of an effective leader?
Demonstrates integrity
Your promotion can
Change the dynamics of the group
What are the three leadership styles?
Autocratic, democratic, and laissez-faire
What is one of the basic leadership categories?
Democratic
A method for supervisors to involve employees in the process of establishing goals and objectives is
Delegating tasks
Empowerment gives employees
Personal stake in the project and control their destiny in the organization
Which is a function of the management process
Planning
Company officers who utilize effective delegation
Allows employees to take responsibility for their actions
A company officer is responsible for
Achieving tasks assigned through others
The employee development style that is used to assist the employees in improving Their skills knowledge is.
Coaching
The statement that an individual should adopt one leadership style and use this style and all situations is
Not correct; the officer should apply different leadership approaches when they appear appropriate
The company officer plays a leading role in
Building teamwork
When the officer must enforce orders, they do not agree with they should
Try to find out the background of the order to gain perspective
The system of inherent attributes that determine a person’s moral actions and reactions is
Integrity
When providing feedback in the performance evaluation, the officer should
Provide immediate feedback to change incorrect behaviors
When you have a crew at the station that are not completing their chores, you should
Work together to develop a solution
In building a professional development plan with your crew you should
Set realistic, obtainable goals
Statement one: delegate as much work related authority as possible, so that motivated subordinate can develop professionally
Statement two: total responsibility can be delegated, but authority cannot
Statement three: delegate authority to match the level of responsibility
Which statement statements are true in which or false ?
Statement, one and three or true; two is false
To improve success in delegation, you should
Give authority to match the level of responsibility
When delegating a task to a subordinate, you must ensure that the
Assigned firefighter can do the job
When speaking with a subordinate about substandard performance, you should
Set realistic expectations
Delegation can
Develop firefighters by expanding their capabilities
When delegating job duties you
Should delegate only the appropriate amount of responsibility and authority to complete the assignment
According to the US fire administration approximately what percent of fire emergency service organizations are staffed by volunteers
70%
The scope of the life safety program should
Reflect the needs of the community that they are designed to serve
Statement one: the purpose of fire and life safety education programs is to inform the community and help it change its behavior
Statement two: instead of attempting to educate the whole communities, specific programs are usually presented to groups
Statement three: fire prevention programs are just for school children and the elderly
Which statements are true and which statements are false
Statements one and two are true and statement three is false
Demographic information of your community can be obtained from the
United States census
While speaking to a group of business owners about the importance of preplanning, a cellular phone rings, this would be an example of
Interference/noise
The actual teaching of the class takes place in which step or phase
Presentation
Which statement is correct about community diversity
Diversity of language and cultural customs should be viewed as an asset
When preparing press releases you should
Proofread the document
Press releases should be prepared for the media by the
PIO
One of the first skills required of company officers when dealing with irate citizens is
Effective listening
Customer service focuses on
Creating satisfied customers
To obtain complete and accurate data when receiving a complaint, you should
Effectively listen to the citizen
You must treat all requests
Professionally
When documenting a citizens complaint you should
Identify the nature of the complaint
Which is correct regarding customer service
Emergency service organizations are customer service oriented
What is the primary method to determine the needs of customer service?
Listen to their feedback
Communication is
A process for exchanging information
Feedback is
A method for verifying a message
The message is
The idea or item to be communicated
