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captains test > FO-11 Problems/Conflicts/Mistakes > Flashcards

FO-11 Problems/Conflicts/Mistakes Flashcards

1
Q

____ is the difference between a current situation and the desired situation?

A

Problem. (196)

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2
Q

Who is the first level representative of the FD admin when dealing with subordinates and enforcing police and procedure?

A

The fire officer. (201)

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3
Q

Who is in the best position to recommend new department policies and why?

A

The fire officer because he is in direct contact with FF and citizens. (206)

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4
Q

____ fixes problems, straightens out glitches, corrects errors, and provides information?

A

Customer service. (207)

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5
Q

____focuses on meeting the customers expectations?

A

Customer satisfaction. (207)

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6
Q

What is an expression of grief, regret, pain, censure, or resentment. A lamentation, accusation, or fault finding?

A

A complaint. (196)

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7
Q

What is a state of opposition between 2 parties?

A

A conflict. (196)

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8
Q

What is an error or fault resulting from bad judgement, deficient knowledge, or carelessness? It can also be a misconception or misunderstanding.

A

A mistake. (196)

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9
Q

Problem solving techniques are designed to ___?

A

identify and evaluate the realistic potential solutions to a problem and determine the best decision. (196)

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10
Q

Mistakes happen, the issue is__?

A

How to deal with a mistake. (196)

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11
Q

What are the 4 types of problems that a fire officer could be expected to encounter?

A

In house issues, internal departmental issues, external issues, high profile incidents. (197)

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12
Q

What are in house issues?

A

Situations or decisions occurring at the work location that are within then direct scope of supervisory responsibilities. Most of the begin and end at the company officer level. (197)

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13
Q

What are internal departmental issues?

A

Operational policies, decisions, or activities that go beyond the scope of the local fire station. (where a reserve ladder is housed and who’s responsible for it) The resolution usually requires action by command officers at a higher level. (197)

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14
Q

What are external issues?

A

Fire department activities that involve private citizens or another organization. (197)

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15
Q

External issues require the fire officer to perform 1 additional task early in the conflict resolution process:___?

A

Making sure that the fire officers supervisor is not surprised. (197)

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16
Q

What are high profile incidents?

A

Any issue that is likely to become a major event. The department must take immediate actions to respond to these events. (197)

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17
Q

When it comes to what level a problem should be handled at, if there is any doubt, it is a wise policy to___?

A

discuss the situation with the next higher level officer in the chain of command. (197)

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18
Q

At the fire officer level, most of the problems are ____, although they are _____?

A

fairly uncomplicated, not necessarily easy to solve. (197)

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19
Q

What is the 5 step technique to quality decision making/problem solving?

A

1)define the problem 2)generate alternative solutions 3)select a solution 4)implement the solution 5)evaluate the result (197)

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20
Q

A well defined problem is one that is ____?

A

half solved. (197)

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21
Q

What is the best way to prevent major problems?

A

Deal with issues before they reach the crisis stage. (197)

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22
Q

When Tom Peters used the phrase “management by walking around” what did he mean?

A

An effective manager should know what is going on within the organization and address most issues before they become major problems. (197)

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23
Q

Why did Peter Drucker encourage managers to question the value of each organizational activity once a year?

A

Because what may have been vital last year may have minimal importance this year. (198)

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24
Q

Effective fire officers create a work environment that _____?

A

Encourages subordinates to report bad news immediately. (198)

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25
Q

Every fire officer should foster a ___ relationship with their employees?

A

Trusting. (198)

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26
Q

Who are the best people to solve a problem?

A

Usually those who are directly involved in the problem. (198)

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27
Q

Company level problems are most likely to be solved by?

A

Involving the members of the company. (198)

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28
Q

What is a method of shared problem solving in which all members of a group spontaneously contribute ideas?

A

Brainstorming. (198)

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29
Q

What are the 8 steps when brainstorming alternative solutions?

A

1) write out the problem statement 2) set a time limit 3) the FO should be the scribe 4) tell everyone to bring up alternative solutions 5) the group selects the 5 they like best 6) write out the criteria for judging solutions “it SHOULD be legal, it SHOULD be done in 6 months 7) everyone rates the solutions from 0-5 8) add up the scores, highest wins. (198)

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30
Q

What is a good brainstorming time limit for 4-16 people?

A

Usually 15-25 minutes. (198)

31
Q

In groups brainstorming, each layer of hierarchy added to the group ___?

A

Reduces the range of options. (198)

32
Q

What is the quickest way to destroy FF participation in the decision making process?

A

Going through a process that results in no change or provides no feedback to the fire company members. (199)

33
Q

What is often the most challenging aspect of problem solving?

A

The implementation phase. (199)

34
Q

The result of the 1960s RAND study on FDNY showed that there is a ___% probability that a pulled fire alarm box, with no other information, would turn out to be a structure fire.

A

Less than 1%. (199)

35
Q

An implementation plan must include ___ to ensure that the goals are met?

A

A schedule. (200)

36
Q

There are many reasons why good solutions are not implemented including __? (2)

A

The required approvals con not be obtained or the necessary resources are not available. (200)

37
Q

What is a factor that distinguishes a fire officer from FF?

A

The responsibility to act as an agent of the formal organization. (201)

38
Q

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

A

An interpersonal conflict or grievance within the fire company or directly involving a company member. (201)

39
Q

What are the 4 types of internal situations?

A

1) a co-worker 2) the work environment 3) a FD policy or procedure 4) the officers own behavior. (201)

40
Q

When does the official response to the problem begin?

A

When the officer becomes aware that a problem exists. (201)

41
Q

What are the 4 steps to the conflict resolution model?

A

1) listen and take detailed notes 2) active listening 3) paraphrase and receive feedback 4) do not explain or excuse. (203)

42
Q

What is the first phase of the conflict management template?

A

Obtain as much information as possible about the problem. (203)

43
Q

Whether you agree or disagree with that persons perspective, an important starting point is ___?

A

To find out what the complainant thinks about the situation. (203)

44
Q

What is the conscious process of securing all kinds of information through a combination of listening and observing?

A

Engaged or active listening. (203)

45
Q

What is the first objective of paraphrasing and receiving feedback?

A

To understand the issue and why the individual is complaining. (203)

46
Q

Paraphrasing the issue and receiving feedback from the complainant accomplishes 2 goals:?

A

The FO finishes this phase with a good understanding of the issue from the complainants perspective, and the complainant feels that the FO really listened. (203)

47
Q

In complaints directly related to actions taken by the FO it is important to ?

A

listen and process the information before deciding on an appropriate response. (203)

48
Q

A _____ is a detailed inquiry or systematic examination?

A

investigation. (203)

49
Q

If the foundation for a complaint appears to be weak or nonexistent, it should be?

A

Investigated. All complaint should be investigated. (203)

50
Q

What is the purpose of the investigation of a complaint?

A

To obtain additional information beyond the original complaint. (203)

51
Q

When investigating a complaint the information could come from ?(3)

A

Other individuals, reference documents, or incident specific data. (204)

52
Q

What is the product of an investigation?

A

A report. (204)

53
Q

A complete investigation report has 3 objectives:

A

1)identify and clearly explain the issues 2)provide a complete, impartial, and factual representation of info and facts 3)conclusion should be a recommended action plan based on/supported by information. (204)

54
Q

What are the 4 possible responses to an investigation?

A

1)Take no action, 2)recommend the action requested by the complainant, 3)suggest an alternative solution, 4)refer the issue to the office or person who can provide a remedy. (204)

55
Q

Michael Taigman provides a conflict resolution model that is especially effective when emotions are high. What are the 4 steps?

A

1) drain the emotional bubble 2) understand the complainant’s viewpoint 3) help the complainant feel understood 4) identify the complainant’s expectation for resolution (205)

56
Q

How does the body react to emotional conflict or stress in relation to when you are the first arriving company at a working fire?

A

In the same way, the dumping of adrenaline to prepare the body to fight or run away. (205)

57
Q

Taigman recommends listening ___, ___, and ___in order to drain the emotional bubble. What helps this process?

A

Deeply, actively, and empathetically. Writing detailed notes and not explaining or excusing. (205)

58
Q

By draining the emotional bubble through active listening, the fire officer ___?

A

May identify the root cause or issue of the complaint. (205)

59
Q

A FO could be faced with 3 different types of citizen complaints:

A

1) the conduct or behavior of a FF 2) the fire company’s performance or service delivery 3) FD policy. (205)

60
Q

What is the citizen complaint OPM?

A

302.02

61
Q

When receiving a citizen complaint, the first role of the fire officer is to?

A

Respond to a complaint in a professional manner that effectively obtains the needed information and does not make the situation worse. (205)

62
Q

By listening attentively and taking detailed notes, the fire officer is demonstrating that?

A

the complaint is officially considered to be important and is receiving the officer’s full attention. (205)

63
Q

To successfully recommend a new policy or a change to an old policy, the fire officer should?

A

Carefully identify the problem and develop documentation to support the need for change. (206)

64
Q

What undermines the importance of policies?

A

Failure of the FO to follow all policies. (206)

65
Q

Employees should never get the feeling that it is acceptable to?

A

Ignore policies. (207)

66
Q

Selecting policies that are not routinely encountered and testing FF knowledge about them will___?

A

Help keep everyone up to date. (207)

67
Q

Good customer service requires?

A

Sensitivity on the part of every person involved. (207)

68
Q

When dealing with a complaint, unless it is within the scope of the FO authority, the fire office should?

A

make no promises or imply that certain actions will be taken in the discussion with the complainant. (207)

69
Q

If the proposed resolution involves discipline, the FO is obligated to ?(2)

A

Protect employee privacy and civil service due process. (207)

70
Q

The farther up the chain of command you go with an issue or problem?

A

The more likely the resolution will not work to your advantage. (208)

71
Q

Allowing a person with a complaint to completely express grief, anger, pain, or resentment is an example of?

A

Draining the emotional bubble (205)

72
Q

What should be done to emphasize to a citizen that his or her complaint is important to the FD?

A

Ensure that someone follows up with them. (test)

73
Q

Employees tend to follow policies more closely if…?

A

They believe they will be held accountable for them. (207)`

74
Q

Part of the evaluation process is to go back and listen to ___ group of people and ask them for feedback?

A

The people who identified the original problem. (200)

captains test (23 decks)

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