Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

book > Fire Officer 3rd Edition Chapt 12 > Flashcards

Fire Officer 3rd Edition Chapt 12 Flashcards

1
Q

Fire and emergency incidence present a unique category problems that car for?

A

Specialized problem-solving skills

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Non-emergency situations require that the application of what kind of skills?

A

Conventional problem-solving and techniques

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

What is one of the key factors and decision making

A

Analogy about how to deal with situations that involve conflict or complaint

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What are three special categories of problems

A

Complaints
Conflict
Mistakes

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

What are the 5 steps to systemic approach to high-quality decision making is recommended

A 
Define the problem
Generate alternative solutions 
Select a solution 
Implement the solution 
Evaluate the results
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What is the first step in solving a problem

A

Examine the problem closely and find the problem carefully

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Who are the best people to solve a problem

A

Those who are directly involved in the problem

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

One factor in the siding on the best solution is

A

The core value system at the fire department

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Why is the “ implementation phase”A problem-solving so challenging

A

It requires the coordination involvement of many different people

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

As a first level officer you are in a position to make initial contact when dealing with a variety of problems including?

A

Potentially involve conflict, emotions, serious differences of opinions

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What is one of the most difficult situations for a officer?

A

Interpersonal conflict or grievance within the company are directly involving a company member

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What is a basic approach that can be used in situations where interpersonal conflict is the primary problem or complementing problem factor

A

Conflict resolution model

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What are the four recommended actions for a fire officer to take after completing an investigation

A

Take no further action,

recommend the action requested by the complainant

suggest an alternative solution,

Refer the issue to the office or person who can provide a remedy

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

What are three things he said is in my complain about

A

The conduct or behavior of a fire fighter,

the fire companies performance or service delivery,

fire department policy

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Why is the fire officer in the best position to recommend new departmental policies

A

Because he is in contact with both firefighters and citizens

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Unless it is within the scope by the fire officer is authority the officer should not

A

Make promises or imply that certain actions will be taken and discussion of the complaint

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Term

A method of shared problem-solving and which are members of the group simultaneously contribute ideas

A

Brainstorming

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

Term

Expression of grief, regret, pain, censure, resentment ; lamentation accusations and fault finding

A

Complaint

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

Term

A state of a position between two parties. A complaint is a manifestation of a conflict

A

Conflict

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

What is a manifestation of a conflict

A

Complaint

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

Term

A systemic inquiry or examination

A

Investigation

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

Term

And air our fault resulting from effective judgment, deficient knowledge, or carelessness, a misconception or misunderstanding

A

Mistake

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

Term

A condition in which the desired situation is different from the current situation

A

Problem

24
Q

Moving up in the ranks means in exponential increase in what type of situations

A

Decision making situations

25
Q

5 steps to ensure high quality decision making

A
  1. Define the problem
  2. Generate alternative solutions
  3. Select a solution
  4. Implement the solution
  5. Evaluate the resolution
26
Q

Problem-solving techniques are designed to identify and evaluate the realistic and potential solutions to a problem and

A

Determine the best decision

27
Q

A complaint about the assignment of duties to different individuals within a fire station is considered

A

In-house issues

28
Q

Most problems that arise are typically

A

Uncomplicated, although they are not necessarily easy to resolve

29
Q

What is one of the most important activities of a fire officer (in terms of customer service)

A

Creating satisfy customers

30
Q

If I officership make a conscious effort to identify activities that can be

A

Changed, improved, or updated

31
Q

The goal of every officer should be to foster what type of relationship with his or her employees

A

Trusting relationship with all employees

32
Q

What may cause a fire officer to make an in accurate assessment

A

Eliminating sources a valuable information because of fear and mistrust

33
Q

The best people to solve a problem are usually those who

A

Are directly involved with the problem

34
Q

Often the presence of a senior officer

A

Influences the behavior of a group.( The best idea is emerge from firefighters directly affected with the problem because in the presence of a senior officer firefighters are likely to censor themselves)

35
Q

What a mess the implementation plan phase include?

A

A schedule to ensure that they goals are met

36
Q

What groups benefit from a PROJECT PLAN. What should a project plan include?

A

This task, responsibilities, and due date.

A simple project control document can be used to divide a project into segments, with milestones established identify progress

37
Q

A problem it’s naturally solved unless

A

The solution is implemented

38
Q

After implementing the solution, defined fire officer must assess?

A

Whether it produce the desired results

39
Q

In most cases and initial evaluation should be performed immediately after implementation, a follow up evaluation should be performed?

A

Regular intervals

40
Q

Where is the part of the process you say determine if a solution produce the desired results

A

Evaluation phase

41
Q

A fire officer directly I personally have a half and the problem shared never

A

Be involved and conducting the investigation

42
Q

A fire officer becomes officially involved any problem when the officer

A

Becomes aware that a problem exist

43
Q

What are phases of a conflict resolution model

A

1.Listen and take detailed notes

2Investigate

  1. Take action
  2. Follow up
44
Q

Micheal Taigman model 4 steps

A

Drain the bubble

Understand the complaints POV

Help the complainant feel understood

Identify the complainant expectation for resolution

45
Q

How do you drain the emotional bubble

A

Use active listening, Use empathy, deep listening

46
Q

Once the investigation is completed, the fire officer does what?

A

Presents to finding to a supervisor at a higher level

47
Q

The first phase of conflict resolution model the fire office showed

A

Obtain as much information as possible

48
Q

When dealing with a highly emotional situation the first step is often to

A

Listen actively

49
Q

Customer satisfaction focuses on

A

Meeting the customers expectation

50
Q

If a proposed solution to a problem involves discipline the company officer is obligated to

A

Protect employees privacy

51
Q

What is the difference between the current situation and that is a situation?

A

The problem

52
Q

A fire fighter be interested but only an example of what type of incident

A

High profile incident

Must take immediate action

53
Q

What is an example of an external issues?

A

Citizen making a complaint about an inappropriate remark uttered during an EMS incident

54
Q

What additional test does a fire officer perform during an external issue

A

Making sure the fire officer supervisor is not surprised

55
Q

What is the best way to prevent major problems

A

Deal successfully with minor issues before they reach the crisis state

56
Q

The sooner the office I received the bad news the faster he or she can

A

Implement correct of action

57
Q

Fire fighter should be encouraged to tell the supervisors whenever an event or performance is out of balance with expectations. This includes

A

Reporting injuries are broken equipment regardless of the time a day

book (20 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions