FOPP - Chapter 3 Flashcards
What are the five parts of the communication cycle?
Message
Sender
Medium
Receiver
Feedback
What up-to-date information does a fire officer need to have?
FD’s SOGs
Policies and Practises
Personnel regulations
Approved FD budget
Current union contract
What determines successful communication?
Whenever 2 people can exchange information and develop mutual understanding
What are some examples of a visual medium?
Written words
Pictures
Symbols
Gestures
What is the message as presented in the communication cycle?
Represents the text of the communications
The information to be conveyed
What is the sender as presented in the communications cycle?
The person or entity sending the message
Could be a person a sign a sound or an image
What is the medium as presented in the communication cycle?
The method used to convey the information from the sender to the receiver
What is environmental noise?
A physical or sociological condition that interferes with the message
What is physical noise?
Background conversations outside noises or distracting sounds and make it difficult to hear
What are some examples of sociological/environmental noise?
Prejudice and bias are examples
What will help improve communication by minimizing sociological environmental noise?
Do not struggle for power
Avoid an offhand manner
Keep emotions in check
Remember that words have meaning
Do not assume the receiver understands the message
Immediately see feedback
Provide an appropriate level of detail
Watch out for conflicting orders
What is the receiver as presented in the communication cycle
The person who receives and interprets the message
It is the receivers responsibility to capture and interpret the information
What is feedback as presented in the communication cycle?
Confirming receipt and verifying the receivers interpretation of the message
What should the sender have the receiver do when relaying critical information during a stressful event?
Repeat back the key points of the message in their own words
What is listening in a face-to-face situation?
An active process that requires good eye contact, alert body posture and frequent use of verbal engagement
What are some ways to improve listening skills?
Do not assume anything
Do not interrupt
Try to understand the need
Look for the real reason the person wants your attention
Do not react to quickly
What is a good way to keep a conversation on topic?
Directed questioning
What are key points for emergency communications?
Be direct
Speak clearly
Use a normal tone of voice
Use plain English rather than 10 codes
Use common terminology that is recognized
Hold the microphone 2 in from mouth
Allow for time delay after keying mic
Avoid being in proximity of other noise sources
What is the communications order model?
A standard method of transmitting an order to a unit or company at the incident scene
During a CAN report what can be described under the conditions heading?
Location on the fire ground
Smoke and heat conditions
Obstacles encountered
What is burning
During a CAN report what can be described under the actions heading?
Completing a primary search
Finishing an assigned objective
Activities in progress
Reporting fire is under control
During a CAN report what can be described under the needs heading?
Urgent assistance
Additional firefighters
Tools or equipment
Ventilation
When given the option many firefighters prefer to use a telephone or face-to-face communications instead of a radio to transmit what?
Complicated or sensitive info
What is a good practice when using a radio to transmit information?
Think first
Position the microphone
Depress the key
Take a breath
Send a concise, specific message in a clear tone
What initiative did chief Don Abbott begin in 2015?
Project Mayday to improve fire command awareness
Where did chief done Abbott get his information for his project MAYDAY initiative?
Examined nearly 3000 recordings during a 48 month. To identify events and communications that occurred during operations that include a Mayday
What did project MAYDAY find happened in 87% of mayday calls?
A major breakdown in communication, orders issued or received, missed messages, walk over communications, missed MAYDAY the first time
How often did project MayDay recognized MAYDAY calls were missed?
54%
What phrases appeared in 88% of the Mayday recordings reviewed and should serve as a trigger for an IC to reconsider current operations?
We have zero visibility conditions
We have fire above our heads
We have fire below us
We need more line to reach the fire
We have not found the seat of the fire
We are running out of air
This is a hoarder structure
We have had a flash over
We have had a ceiling/roof collapse
We have lost multiple windows
It’s getting really hot in here we are backing out
Our exit has been blocked
We are sending a fire fighter out with a problem
We have a hole in the floor/we have had a floor collapse
Command his last communications with multiple crews
We have a lot of sprinkler heads going off in here
What three areas does a fire officer need to keep the chief officer informed about?
Progress toward performance goals and project objectives
Matters that may cause controversy
Attitudes and morale
Effective fire officers create a work environment that should encourage subordinates to report what immediately?
Bad news
What is referred to as the grapevine?
An informal communication system which flourishes in the vacuum created when the official organization does not provide the workforce with timely and accurate information about work related issues
What are some general supervisory responsibilities for first line supervisors?
Set the direction for the fire company work that carries out the department’s mission, vision and strategic goals
Ensure your company members deliver high-quality work
Manage the workload is your fire company can deliver work that is on time and within the department budget
Maintain a safe and harassment free workplace
Hold your fire company members accountable for both outcomes and behaviour
Develop your fire company members through leading supporting coaching and counselling
What is a grievance?
A dispute, claim or complaint that any employee or a group of enclosed ploy ease may have about the interpretation, application, or alleged violation of some provision of the labour agreement or personal regulations
What is a grievance procedure?
A formal structured process that is employed within an organization to resolve grievance
What is the objective of a grievance? And who should be involved?
The grievance procedure should specify a sequential process in a timeline to move through the steps
An employee can contact the union representative at any time to discuss whether a grievance should be submitted
The union representative usually becomes formally involved at either the first or second step of the grievance process
The objective should always be to resolve the problem at the lowest possible level and in the short as possible time
How many steps are in a grievance procedure?
Four
What is the basic idea step one in a grievance procedure?
The grievant presents their complaint verbally to a supervisor
What three pieces of information I need to be included in step one of a grievance procedure?
The article and section of the labour agreement or personal regulation alleged to have been violated
A full statement of the grievance, giving facts, dates, and times of events, as well as specific violations
A statement of the desired remedy or adjustment
What does step two of the grievance procedure initiate?
The formal part of the grievance procedure
What is done in step two of the grievance procedure?
The employee may prepare and submit a written grievance. The employee the employee’s supervisor and the personnel office receive copies
How long does someone have to respond to step two of the grievance procedure? What must be supplied with the response?
The supervisor has 10 calendar days to reach a decision and provide a written reply to the grievance
What must be provided in step three of the grievance procedure?
Another specific grievance form stating the same as step two grievance form along with a copy of the step two grievance form and the supervisors response are all attached
Who receives the step three grievance and how long do they have to respond?
Second level supervisor/administrative fire officer
10 calendar workdays to respond
What is submitted in a step four of the grievance procedure and to whom is it submitted
The same written information along with all the documentation from previous steps to the fire chief
How long does the step four receiver have to respond to the step four grievance?
10 workdays
What is a systematic approach to ensuring high-quality decision-making?
Defined the problem
Generate an alternative solutions
Select a solution
Implement the solution
Evaluate the result
What is the first step in solving any problem?
Examine the problem closely and define it carefully
How are company level problems most likely to be solved?
By involving the members of the company
Define brainstorming
A method of shared problem-solving in which all members of a group spontaneously contribute ideas
What eight steps can assist when brainstorming solutions to problems?
Use a flip chart whiteboard or chalkboard
Give the group a time limit to generate ideas
The fire officer should function as a scribe
Tell everyone to contribute alternative solutions
Once brainstorming time is up select the five ideas they like best
Write out five criteria for judging which best solves the problem
Have every participant rate the five solutions
Add up the scores for each idea
When is a problem truly resolved?
Once a solution has been implemented
When should solutions to problems be evaluated?
Initial evaluation should be Immediately after implementation and follow up evaluation’s should be performed at regular intervals
What is a fire company?
A basic tactical unit for emergency operations with the fire officer in the role of working supervisor
What three positions can be assigned by the IC of any company officer?
Incident safety officer
Liaison officer
Public information officer
What is the role of an incident safety officer?
Responsible for overseeing the incident
Keeping IC informed of safety concerns
Taking preventative action when an immediate hazard is identified
What is the role of the liaison officer?
functions as the link between the IC and reps from various agencies
What is the role of the Public information officer?
Gathering information to be released to the general public
Developing news releases
Giving interviews or press conferences
The PIO acts as a spokesperson for the IC
What is the fire officer’s primary responsibility at an incident scene?
The team of firefighters safety actions and performance
What are two choices in assigning tasks at an emergency incident?
Pre-assigning them
Assign them as needed on scene
When is the autocratic leadership style used?
When immediate action is required
What are the two obligations required from a MAYDAY response?
1st: Maintain radio discipline so the IC can determine the MAYDAY location and situation
2nd: Maintain company integrity to facilitate the MAYDAY rescue and continue to fight the fire or control the hazard
According to Joseph Pfeifer as a novel incident increases in scale and complexity what is leadership about?
Stepping back and detaching from the management of the incident to analyze what is taking place and project future actions then reconnecting to guide management in adapting to novelty
How does the fire officer accomplish routine organizational goals and objectives in non-emergency conditions?
Through the efforts of the firefighters
How does an effective fire officer include employees in the decision making process?
Provide a more participative form of leadership in routine activities
What is the definition of training?
The process of achieving proficiency through instruction and hands on practice in the operation of equipment and systems that are expected to be used in the performance of assigned duties
What is the definition of coaching?
A method of directing, instructing and training a person or a group of people with the aim of achieving some goal or developing specific skills
What are the four steps in the four step method of skill training?
Prepare
Present
Apply
Evaluate
What was the four step method of skill training renamed to be and when?
Job instruction training during World War II
What does it mean to be unconsciously competent?
A crew maintains proficiency of core competencies so well that a given task is automatic
What are three indicators that training is needed?
A near miss
A fire ground problem
An observed performance deficiency
What are components of lesson plans?
Break the topic down into simple units
Show what to teach, in what order to teach it and exactly what procedures to follow
Use a guide to help accomplish the teaching objective
What components of the presentation should be checked prior to the actual presentation?
The length of delivery
Audiovisual items
All equipment to be used
Physical environment
Have an environment conducive to adult learning
What is the objective with the presentation portion of the training?
Introduce the students to the subject matter
Explain the importance of the topic
Create an interest in the presentation
What is the objective of the application portion of the training?
Correct demonstration of a task safely performed
What is a good reinforcing technique?
Have the fire fighter explain the task while demonstrating the skill
What should be provided immediately following a demonstration of the skill?
Feedback
Identifying omissions
Correcting errors
How do you evaluate a students progress after a training program has been completed?
Written examination
Practical examination
How can a fire officer be certain that training has occurred?
When there is an observable change in the firefighter’s performance when responding to a real situation where that task or skill is applied
What are the four levels of skill competence?
Unconscious incompetence
Conscious incompetence
Conscious competence
Unconscious competence
What is unconscious incompetence?
A fire fighter does not know what here she does not know they require remedial training and practice in a mandatory reevaluation
What are some reasons unconscious incompetence firefighters fail an evolution or skill?
Exceeded time limit
Missed a critical step in procedure
Created a safety hazard
Unable to perform the task
What is conscious incompetence?
A fire fighter who knows what he or she does not know
Capable to perform the task on the training ground but needs oversight to assure and adequacy and completion on the fire ground
What statements are true about conscious incompetent firefighters?
There will be improved performance with added practice
Delivery of the evolution or skill requires supervision in the field to ensure adequate performance
The fire fighter takes all appropriate safety precautions
What is a conscious competence fire fighter?
The fire fighter who knows how to perform the evolution or skill performance the correct and complete way
What statements are true of conscious competent firefighters?
The evolution or skill performance is completed well within time requirements
The evolution or skill can be performed on the fire ground without supervision
The FF makes no serious or critical errors
The FF observes and performs all appropriate safety practises
What is an unconscious competence fire fighter?
A fire fighter is experienced with evolutions and skill performance to the point that the activity appears natural and easy
What statements are true of the unconscious competent fire fighter?
Evolutions or skill sets are error free and the FF can easily adapt to any problem or barrier to completing the task
Evolutions or skill sets are accomplished in the least amount of time
The FF could supervise others doing the same evolution or skill performance and identify errors or suggest improvements
The FF knows the role and importance of this task in relation to other fire ground operations
What is a rep (repetition)?
One complete the motion of an exercise
What is a set?
A group of consecutive repetitions
What is mentoring?
Developmental relationship in which a more experienced person, or mentor,helps less experienced person, referred to as a protégé
What kind of teaching strategies can a mentor use to provide a deliberate learning environment?
Instructing Coaching Providing experiences Modelling Advising
What qualities make for an effective mentor?
A desire to help
Current knowledge
Effective coaching, counseling, facilitating and networking skills
Active learning research recommend spending no more than how many minutes presenting a formal lecture or video presentation?
10 minutes
During a passive learning experience a student loses focus after how many minutes?
15 to 20 minutes
When does the fire officer act as a coach?
After team members have learned the skill and can demonstrate them, the coach has to work with them to build competence and confidence
What are the 4 categories that psychomotor skill levels can be classified into?
Initial
Plateau
Latency
Mastery
For best performance during training for a new or revised skill set how should practice sessions be performed?
Wear full PPE
Operating within a realistic fire ground situation
What should a fire officer do for a trainee who is training on the job?
Spell out the expected behaviour when operating at emergencies
What are three areas expected behaviour falls into for on the job training trainees?
Responding to alarms
On scene activity
Emergency procedures
For expected behaviour of a trainee doing on the job training what should the trainees do when responding to alarms?
Include the trainee behaviour that should occur when alarms are received at the fire station and appropriate actions when preparing to respond
What is the expected behaviour of a trainee doing on the job training at on scene activities?
Clearly defining the expected location, activities and behaviour of the trainee an an emergency incident
What is the expected behaviour when operating during an emergency situation for a trainee doing on the job training?
During Maydays or a potentially violent situation ensure that the trainee will be in a safe location and stay out of the way until the emergency situation is controlled
What are some examples of fire ground tasks that emphasize teamwork and choirmaster in the location of all the equipment on the apparatus?
Supply line evolutions
Ropes and knots
Laddering the fire building
Lights, fan and power deployment
What are some skills that need to be taught primarily in training regarding motor vehicle crashes in medical emergencies?
CPR and AED training
Outside circle activities on a crash extrication
Helicopter landing zone procedure
Assisting medics on a med emergency
What are the five steps when developing a specific training program?
Assess the needs
Establish objectives
Develop the training program
Deliver the training
Evaluate the impact
And establishing objectives for a specific training program what objectives need to be identified?
Identify specific behaviour do you want FF to exhibit after training
Description of conditions under which behaviour will be demonstrated
Measure of performance usually timed to complete a task properly
What are some ways a fire officer can get help developing a training program?
Manufacturer or vendor training package
Department template
Organization posted resources for downloading
What 4 criteria should be involved in delivering training for specific training program?
Organizing the lesson
Identifies key points
Can be reused
Allows others to teach the program
What kind of questions can you ask to evaluate the impact of a specific training program?
Have you accomplished the change of behaviour?
Was the training program worth the firefighters’ or instructor’s time?
Was the instructional method appropriate for the learning objective?
What can the instructor/developer do to improve the training program?
What is the definition of a problem?
The difference between the current situation and the desired situation
What do fire and emergency incidents represent?
A unique category of problems that call for specialized problem-solving skills
What do non-emergency situations require?
The application of conventional problem-solving skills and techniques
What are problem-solving techniques?
Techniques designed to identify and evaluate the realistic potential solutions to a problem and determine the best decision
What is the definition of a complaint?
An expression of grief, regret, pain, censure, or resentment; a lamentation; an accusation; or fault finding
What is the definition of a conflict?
A state of opposition between two parties.
A complaint is often a manifestation of a conflict conflict
What is the definition of a mistake?
An error or fault resulting from bad judgment, deficient knowledge, carelessness.
It can also be a misconception or misunderstanding
Dealing appropriately with problems and conflicts requires what?
Maturity
Patience
Determination
Courage
What are four types of problems a fire officer could be expected to encounter?
In-house issues
Internal departmental issues
External issues
High profile incidents
What are four different types of internal conflict situations fire officer my face?
A coworker (or coworkers)
The work environment, including the fire station, apparatus, or equipment
A fire department policy or procedure
The fire officer’s own behavior, decisions, or actions
What is the first phase of a conflict management template?
To obtain as much information as possible about the problem
What is an important starting point for conflict resolution?
Find out what the complainant thinks about the situation
What is active listening?
The conscious process of securing all kinds of information through a combination of listening and observing
When managing conflict why should the fire officer be able to paraphrase the complaint and recite it back to the complainant?
To have a good understanding of the issue from the complainants perspective
The complainant feels the officer really listened
When a complaint is directly related to actions taken or policies in Forest by the fire officer what does the officer need to remember?
Do not respond immediately
Listen and process the info before deciding on an appropriate response
The officers explanation probably will not solve the problem
What is the definition of an investigation?
A detailed inquiry or systematic examination
How will it be determined who will conduct a complaint investigation?
Fire department procedures
What is the purpose of a complaint investigation?
To obtain additional information beyond the original complaint
What are the three objectives of a complete investigative report?
First identify and clearly explain the issues
Provide a complete impartial and factual presentation of the background information and relevant facts
A recommended action plan which is based on and supported by the information
Once an investigation is completed and the findings are presented to a supervisor at a higher level what are the four possible responses?
Take no further action
Recommend the action request by the complainant
Suggest an alternative solution
Refer the issue to the office or person who can provide a remedy
What does a psychological contract refer to?
Mutual unwritten expectations that exist between an employee and their employer regarding policies and practises in their organization
What does the psychological contract influence?
The attitude and job performance of the employee
What is it called when adrenaline fills the pre-frontal lobe’s of the neocortex of the brain?
Emotional bubble
What does the emotional bubble interfere with?
The ability to hear or consider any response to the issues that make up a confrontation
In Michael Taigman’s model that provides a conflict resolution what are the four steps to follow?
Drain the emotional bubble
Understand the complainant’s viewpoint
Help the complainant feel understood
Identify the complainant’s expectation for resolution
What does Michael Taigman recommend to drain the emotional bubble?
Listening deeply, actively and empathetically
During conflict resolution the initial complaint or behaviour may be what?
Signs or symptoms of a larger problem
What are some ways to help the complainant feel understood?
Listen and take detailed notes
Paraphrase and repeat back what you heard from the complainant
How is a complainant’s expectation for resolution identified?
Ask what the complainant expects the dept to do to resolve the issue
If the problem is an internal grievance the employee should be asked to describe the desire action
Since 2017 what has exceeded the rate of line of duty death?
Fire fighter suicide
What was the result of a 2015 study about firefighter suicide?
37% had contemplated it
7% had attempted it
The 2015 study of fire fighter suicide is how many times greater than the rate of the general population?
More than 10 times
What are some warning signs of stress related issues?
Isolation from others
Disturbed sleep
Increased Irritability
Decreased interest in significant activities
Self-destructive or reckless behaviour
What percentage of firefighters reported binge drinking?
58%
What percent of males in the general population report binge drinking?
23%
What are some signs that a fire fighter may be struggling with substance abuse?
Mood swings and desire to spend time alone
Loss of interest or lack of socialization
Increased anxiety and crankiness
Missing work or continuous issues at work
Change in diet
Lack of care in physical appearance
What are three things that make fire fighting different from other professions?
Exposure to danger
Exposure to trauma
The 24 hour shift
What five essential conversations are required for a successful fire fighter marriage?
Reentry time
Harshness and gallows humour
Handling the tough runs
Dealing with the fix-it mentality
Keep your first family first
What is meant by reentry time as it relates to successful fire fighter marriages?
Allowing the returning spouse some time to enter the home without hassle or massive conversation
What is important to remember about harshness and gallows humour as a relates to a successful fire fighter marriage?
Anger or dark humour from trauma, combined with aggression from adrenaline, results in a defence mechanism by the FF that does not travel well outside the fire station
What is involved in the conversations about handling the tough runs?
After a tough run or shift the fire fighter should tell their spouse their real feelings and fears
How do you keep your first family first?
Set boundaries so that the second family, the fire service, does not push away the first family
What is one of the deadliest enemies of marriage involved in the fire service?
The pursuit of wealth at the cost of family time
What are the three reasons for the struggle to maintain adequate income?
Greater personal debt
Stagnant purchasing power
Slow recovery from recent recessions
What is the definition of resiliency?
The process of adapting well in the face of adversity, tragedy, trauma, or threats
Significant source of stress, such as family relationship problems, serious health problems, or workplace and financial stressors
What is the definition of fear?
Encountering a situation that is perceived as a threat to you
What is the definition of horror?
Reaction to a situation experienced by the responder
What three things do firefighters experience every time they respond to a 911 call?
Sentinel events
Adrenaline adrenaline dump
Fight or flight response
What is moral injury?
Represents perpetrating, failing to prevent, bearing witness to, or learning about acts that transgress deeply held moral beliefs and expectations
When are firefighters confronted with moral injury?
When there is a gap between what they want to do and the conditions that they are confronting
What does Litz describe as a deep soul wound that pierces a persons identity, sense of morality and relationship to society?
FF faced with devastating human conditions that they cannot reverse or mitigate
What is the definition of acute stress disorder (ASD)?
A person who experienced, witnessed or was confronted with a traumatic event may experience numbing, reduced awareness, depersonalization, derealization or amnesia
What is required to get an ASD diagnosis?
Must last for a min of three days
A max of four weeks
Onset must occur within four weeks of the event
What me ASD be the precursor to?
PTSD
What is post traumatic stress disorder (PTSD)?
Characterized by symptoms of avoidance and nervous system arousal after experiencing or witnessing a traumatic event
What are the specific criteria to identify PTSD?
Traumatic event
Intrusion or reexperiencing
Avoidant symptoms
Negative alterations in mood or cognitions
Increased arousal symptoms
What are some ways a person could re-experience a PTSD event?
Intrusive thoughts or memories
Nightmares related to the traumatic event
Flashbacks, feeling like the event is happening again
Psychological and physical reactivity to reminders of the traumatic event such as an anniversary
What are some ways that someone may try to avoid any memory of a PTSD event?
Avoiding thoughts or feelings connected to the traumatic event
Avoiding people or situations connected to the traumatic event
What negative changes in mood or cognitions can happen as a result of a PTSD event?
Memory problems
Negative thoughts
Distorted sense of blame
Being stuck in severe emotions
Severely reduced interest
Feeling detached, isolated or disconnected
What are some examples of increased arousal symptoms after a PTSD event?
Difficulty concentrating
Irritability
Increased temper or anger
Difficulty falling or staying asleep
Hypervigilance
Being easily startled
What is an employee assistance program (EAP)?
A program designed to deal with issues such as substance abuse, emotional or mental health issues, marital and family difficulties, or other difficulties that affect job performance
What is one important characteristic of an EAP?
It’s ability to maintain the value to the organization of highly trained emergency service professionals
Why me a fire fighter continually report to work late?
Child or elder care issues
A family crisis
Alcoholism or substance abuse
Coming from a second job
A psychological condition or chemical imbalance
What are some signs that an employee may have significant stressors that may be noticed at work?
Absenteeism
Unexplained fatigue
Memory problems
Irritability
Insomnia
Increased use of products with caffeine/nicotine
Withdrawal from the crew
Resentment toward management/coworkers
Stress related illnesses
Moodiness
Weight gain or loss
What is the goal of the EAP?
To provide counselling and rehabilitation services to get the employee back to full productive duty as soon as possible
