Fire Officer 3rd Edition Chapt 12 Flashcards
Fire and emergency incidence present a unique category problems that car for?
Specialized problem-solving skills
Non-emergency situations require that the application of what kind of skills?
Conventional problem-solving and techniques
What is one of the key factors and decision making
Analogy about how to deal with situations that involve conflict or complaint
What are three special categories of problems
Complaints
Conflict
Mistakes
What are the 5 steps to systemic approach to high-quality decision making is recommended
Define the problem Generate alternative solutions Select a solution Implement the solution Evaluate the results
What is the first step in solving a problem
Examine the problem closely and find the problem carefully
Who are the best people to solve a problem
Those who are directly involved in the problem
One factor in the siding on the best solution is
The core value system at the fire department
Why is the “ implementation phase”A problem-solving so challenging
It requires the coordination involvement of many different people
As a first level officer you are in a position to make initial contact when dealing with a variety of problems including?
Potentially involve conflict, emotions, serious differences of opinions
What is one of the most difficult situations for a officer?
Interpersonal conflict or grievance within the company are directly involving a company member
What is a basic approach that can be used in situations where interpersonal conflict is the primary problem or complementing problem factor
Conflict resolution model
What are the four recommended actions for a fire officer to take after completing an investigation
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
What are three things he said is in my complain about
The conduct or behavior of a fire fighter,
the fire companies performance or service delivery,
fire department policy
Why is the fire officer in the best position to recommend new departmental policies
Because he is in contact with both firefighters and citizens
Unless it is within the scope by the fire officer is authority the officer should not
Make promises or imply that certain actions will be taken and discussion of the complaint
Term
A method of shared problem-solving and which are members of the group simultaneously contribute ideas
Brainstorming
Term
Expression of grief, regret, pain, censure, resentment ; lamentation accusations and fault finding
Complaint
Term
A state of a position between two parties. A complaint is a manifestation of a conflict
Conflict
What is a manifestation of a conflict
Complaint
Term
A systemic inquiry or examination
Investigation
Term
And air our fault resulting from effective judgment, deficient knowledge, or carelessness, a misconception or misunderstanding
Mistake
Term
A condition in which the desired situation is different from the current situation
Problem
Moving up in the ranks means in exponential increase in what type of situations
Decision making situations
5 steps to ensure high quality decision making
- Define the problem
- Generate alternative solutions
- Select a solution
- Implement the solution
- Evaluate the resolution
Problem-solving techniques are designed to identify and evaluate the realistic and potential solutions to a problem and
Determine the best decision
A complaint about the assignment of duties to different individuals within a fire station is considered
In-house issues
Most problems that arise are typically
Uncomplicated, although they are not necessarily easy to resolve
What is one of the most important activities of a fire officer (in terms of customer service)
Creating satisfy customers
If I officership make a conscious effort to identify activities that can be
Changed, improved, or updated
The goal of every officer should be to foster what type of relationship with his or her employees
Trusting relationship with all employees
What may cause a fire officer to make an in accurate assessment
Eliminating sources a valuable information because of fear and mistrust
The best people to solve a problem are usually those who
Are directly involved with the problem
Often the presence of a senior officer
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)
What a mess the implementation plan phase include?
A schedule to ensure that they goals are met
What groups benefit from a PROJECT PLAN. What should a project plan include?
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
A problem it’s naturally solved unless
The solution is implemented
After implementing the solution, defined fire officer must assess?
Whether it produce the desired results
In most cases and initial evaluation should be performed immediately after implementation, a follow up evaluation should be performed?
Regular intervals
Where is the part of the process you say determine if a solution produce the desired results
Evaluation phase
A fire officer directly I personally have a half and the problem shared never
Be involved and conducting the investigation
A fire officer becomes officially involved any problem when the officer
Becomes aware that a problem exist
What are phases of a conflict resolution model
1.Listen and take detailed notes
2Investigate
- Take action
- Follow up
Micheal Taigman model 4 steps
Drain the bubble
Understand the complaints POV
Help the complainant feel understood
Identify the complainant expectation for resolution
How do you drain the emotional bubble
Use active listening, Use empathy, deep listening
Once the investigation is completed, the fire officer does what?
Presents to finding to a supervisor at a higher level
The first phase of conflict resolution model the fire office showed
Obtain as much information as possible
When dealing with a highly emotional situation the first step is often to
Listen actively
Customer satisfaction focuses on
Meeting the customers expectation
If a proposed solution to a problem involves discipline the company officer is obligated to
Protect employees privacy
What is the difference between the current situation and that is a situation?
The problem
A fire fighter be interested but only an example of what type of incident
High profile incident
Must take immediate action
What is an example of an external issues?
Citizen making a complaint about an inappropriate remark uttered during an EMS incident
What additional test does a fire officer perform during an external issue
Making sure the fire officer supervisor is not surprised
What is the best way to prevent major problems
Deal successfully with minor issues before they reach the crisis state
The sooner the office I received the bad news the faster he or she can
Implement correct of action
Fire fighter should be encouraged to tell the supervisors whenever an event or performance is out of balance with expectations. This includes
Reporting injuries are broken equipment regardless of the time a day
