(Fire Officer) Chapter 12 Handling Problems, Conflicts, and Mistakes

Question 1

A ______ is a state of opposition between two parties
A. Complaint
B. Conflict
C. Mistake
D. Brainstorming

Answer 1

B. Conflict

Question 2

A______is an expression of grief, regret, pain, cernsure, or resentment; a lamentation; an accusation; or fault finding.
A. Complaint
B. Conflict
C. Mistake
D. Brainstorming

Answer 2

A. Complaint

Question 3

A ______ is an error or fault resulting from bad judgement, deficict knowledge, or carelessness.
A. Complaint
B. Conflict
C. Mistake
D.Brainstorming

Answer 3

C. Mistake

Question 4

What are the five general dicision-making procedures in order?
A. Evaulate the result, Implement the solution, Select a solution Generate alternative solutions, Define the problem
B. Generate alternate solutions, Define the problem, Select a solution, Implement the solution, Evaulate the result
C. Define the problem, Select a solution, Generate alternate solutions, Implement the solution, Evaluate the result
D. Define the problem, Generate alternative solutions, Select a solutions, Implement the solution, Ealuate the result

Answer 4

D. Define the problem, Generate alternative solutions, Select a solutions, Implement the solution, Ealuate the result

Question 5

Taigman & Dean in 1999 developed a conflict resolution model that is especially effective when emotions are high. What are the four steps?
A. comfort and support, gather information, take action, resolve
B. Take a report, gather information, give feedback and resolve
C. Drain the emotional bubble, Understand the complainant’s viewpoint, Help the complaint feel understood, Identify the complainant’s expectation for resolution
D. Investigate, take action, follow up, Emotions and sensitivity

Answer 5

C. Drain the emotional bubble, Understand the complainant’s viewpoint, Help the complaint feel understood, Identify the complainant’s expectation for resolution

Question 6

Which is not a type of citizen complaints?
A. Conduct or behavior of a fire fighter
B. Placement of a rig at a fire scene
C. The fire company’s performance or service delivery
D. Fire department policy

Answer 6

B. Placement of a rig at a fire scene

Question 7

While taking notes during a citizen’s complaint, you realize that the resolution requires action by an executive fire officer. You should:
A. Complete active listening and explain that you will be forwarding the complaint to the appropriate administrative fire officer for investigation.
B. Stop active listening and provide the complainant with the contact information of the appropriate administrative fire officer.
C. Stop the process and ask the reschedule this session when the appropriate administrative fire officer is available.
D. Recommend that the complaint be filled out on a fire department form and sent to the fire chief’s office.

Answer 7

A. Complete active listening and explain that you will be forwarding the complaint to the appropriate administrative fire officer for investigation.

Question 8

Which of the following is not a response after completing an investigation?
A. Take no further action
B. Recommend additional study
C. Suggest and alternative solution
D. Refer the issue to the administrative fire officer who can provide a remedy.

Answer 8

B. Recommend additional study