Brainscape's Knowledge GenomeTM

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


See full index

Acting Capt Exam 2021 > FOPP - Chapter 3 > Flashcards

FOPP - Chapter 3 Flashcards

1
Q

What are the five parts of the communication cycle?

A

Message

Sender

Medium

Receiver

Feedback

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

What up-to-date information does a fire officer need to have?

A

FD’s SOGs

Policies and Practises

Personnel regulations

Approved FD budget

Current union contract

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

What determines successful communication?

A

Whenever 2 people can exchange information and develop mutual understanding

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

What are some examples of a visual medium?

A

Written words

Pictures

Symbols

Gestures

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

What is the message as presented in the communication cycle?

A

Represents the text of the communications

The information to be conveyed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What is the sender as presented in the communications cycle?

A

The person or entity sending the message

Could be a person a sign a sound or an image

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

What is the medium as presented in the communication cycle?

A

The method used to convey the information from the sender to the receiver

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

What is environmental noise?

A

A physical or sociological condition that interferes with the message

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

What is physical noise?

A

Background conversations outside noises or distracting sounds and make it difficult to hear

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

What are some examples of sociological/environmental noise?

A

Prejudice and bias are examples

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

What will help improve communication by minimizing sociological environmental noise?

A

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

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

What is the receiver as presented in the communication cycle

A

The person who receives and interprets the message

It is the receivers responsibility to capture and interpret the information

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

What is feedback as presented in the communication cycle?

A

Confirming receipt and verifying the receivers interpretation of the message

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

What should the sender have the receiver do when relaying critical information during a stressful event?

A

Repeat back the key points of the message in their own words

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

What is listening in a face-to-face situation?

A

An active process that requires good eye contact, alert body posture and frequent use of verbal engagement

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

What are some ways to improve listening skills?

A

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

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

What is a good way to keep a conversation on topic?

A

Directed questioning

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

What are key points for emergency communications?

A

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

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

What is the communications order model?

A

A standard method of transmitting an order to a unit or company at the incident scene

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

During a CAN report what can be described under the conditions heading?

A

Location on the fire ground

Smoke and heat conditions

Obstacles encountered

What is burning

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

During a CAN report what can be described under the actions heading?

A

Completing a primary search

Finishing an assigned objective

Activities in progress

Reporting fire is under control

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

During a CAN report what can be described under the needs heading?

A

Urgent assistance

Additional firefighters

Tools or equipment

Ventilation

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

When given the option many firefighters prefer to use a telephone or face-to-face communications instead of a radio to transmit what?

A

Complicated or sensitive info

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

What is a good practice when using a radio to transmit information?

A

Think first

Position the microphone

Depress the key

Take a breath

Send a concise, specific message in a clear tone

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
25
Q

What initiative did chief Don Abbott begin in 2015?

A

Project Mayday to improve fire command awareness

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
26
Q

Where did chief done Abbott get his information for his project MAYDAY initiative?

A

Examined nearly 3000 recordings during a 48 month. To identify events and communications that occurred during operations that include a Mayday

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
27
Q

What did project MAYDAY find happened in 87% of mayday calls?

A

A major breakdown in communication, orders issued or received, missed messages, walk over communications, missed MAYDAY the first time

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
28
Q

How often did project MayDay recognized MAYDAY calls were missed?

A

54%

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
29
Q

What phrases appeared in 88% of the Mayday recordings reviewed and should serve as a trigger for an IC to reconsider current operations?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
30
Q

What three areas does a fire officer need to keep the chief officer informed about?

A

Progress toward performance goals and project objectives

Matters that may cause controversy

Attitudes and morale

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
31
Q

Effective fire officers create a work environment that should encourage subordinates to report what immediately?

A

Bad news

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
32
Q

What is referred to as the grapevine?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
33
Q

What are some general supervisory responsibilities for first line supervisors?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
34
Q

What is a grievance?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
35
Q

What is a grievance procedure?

A

A formal structured process that is employed within an organization to resolve grievance

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
36
Q

What is the objective of a grievance? And who should be involved?

A

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 well did you know this?
1
Not at all
2
3
4
5
Perfectly
37
Q

How many steps are in a grievance procedure?

A

Four

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
38
Q

What is the basic idea step one in a grievance procedure?

A

The grievant presents their complaint verbally to a supervisor

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
39
Q

What three pieces of information I need to be included in step one of a grievance procedure?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
40
Q

What does step two of the grievance procedure initiate?

A

The formal part of the grievance procedure

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
41
Q

What is done in step two of the grievance procedure?

A

The employee may prepare and submit a written grievance. The employee the employee’s supervisor and the personnel office receive copies

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
42
Q

How long does someone have to respond to step two of the grievance procedure? What must be supplied with the response?

A

The supervisor has 10 calendar days to reach a decision and provide a written reply to the grievance

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
43
Q

What must be provided in step three of the grievance procedure?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
44
Q

Who receives the step three grievance and how long do they have to respond?

A

Second level supervisor/administrative fire officer

10 calendar workdays to respond

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
45
Q

What is submitted in a step four of the grievance procedure and to whom is it submitted

A

The same written information along with all the documentation from previous steps to the fire chief

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
46
Q

How long does the step four receiver have to respond to the step four grievance?

A

10 workdays

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
47
Q

What is a systematic approach to ensuring high-quality decision-making?

A

Defined the problem

Generate an alternative solutions

Select a solution

Implement the solution

Evaluate the result

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
48
Q

What is the first step in solving any problem?

A

Examine the problem closely and define it carefully

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
49
Q

How are company level problems most likely to be solved?

A

By involving the members of the company

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
50
Q

Define brainstorming

A

A method of shared problem-solving in which all members of a group spontaneously contribute ideas

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
51
Q

What eight steps can assist when brainstorming solutions to problems?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
52
Q

When is a problem truly resolved?

A

Once a solution has been implemented

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
53
Q

When should solutions to problems be evaluated?

A

Initial evaluation should be Immediately after implementation and follow up evaluation’s should be performed at regular intervals

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
54
Q

What is a fire company?

A

A basic tactical unit for emergency operations with the fire officer in the role of working supervisor

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
55
Q

What three positions can be assigned by the IC of any company officer?

A

Incident safety officer

Liaison officer

Public information officer

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
56
Q

What is the role of an incident safety officer?

A

Responsible for overseeing the incident

Keeping IC informed of safety concerns

Taking preventative action when an immediate hazard is identified

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
57
Q

What is the role of the liaison officer?

A

functions as the link between the IC and reps from various agencies

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
58
Q

What is the role of the Public information officer?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
59
Q

What is the fire officer’s primary responsibility at an incident scene?

A

The team of firefighters safety actions and performance

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
60
Q

What are two choices in assigning tasks at an emergency incident?

A

Pre-assigning them

Assign them as needed on scene

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
61
Q

When is the autocratic leadership style used?

A

When immediate action is required

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
62
Q

What are the two obligations required from a MAYDAY response?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
63
Q

According to Joseph Pfeifer as a novel incident increases in scale and complexity what is leadership about?

A

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 well did you know this?
1
Not at all
2
3
4
5
Perfectly
64
Q

How does the fire officer accomplish routine organizational goals and objectives in non-emergency conditions?

A

Through the efforts of the firefighters

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
65
Q

How does an effective fire officer include employees in the decision making process?

A

Provide a more participative form of leadership in routine activities

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
66
Q

What is the definition of training?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
67
Q

What is the definition of coaching?

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
68
Q

What are the four steps in the four step method of skill training?

A

Prepare
Present
Apply
Evaluate

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
69
Q

What was the four step method of skill training renamed to be and when?

A

Job instruction training during World War II

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
70
Q

What does it mean to be unconsciously competent?

A

A crew maintains proficiency of core competencies so well that a given task is automatic

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
71
Q

What are three indicators that training is needed?

A

A near miss

A fire ground problem

An observed performance deficiency

72
Q

What are components of lesson plans?

A

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

73
Q

What components of the presentation should be checked prior to the actual presentation?

A

The length of delivery

Audiovisual items

All equipment to be used

Physical environment

Have an environment conducive to adult learning

74
Q

What is the objective with the presentation portion of the training?

A

Introduce the students to the subject matter

Explain the importance of the topic

Create an interest in the presentation

75
Q

What is the objective of the application portion of the training?

A

Correct demonstration of a task safely performed

76
Q

What is a good reinforcing technique?

A

Have the fire fighter explain the task while demonstrating the skill

77
Q

What should be provided immediately following a demonstration of the skill?

A

Feedback

Identifying omissions

Correcting errors

78
Q

How do you evaluate a students progress after a training program has been completed?

A

Written examination

Practical examination

79
Q

How can a fire officer be certain that training has occurred?

A

When there is an observable change in the firefighter’s performance when responding to a real situation where that task or skill is applied

80
Q

What are the four levels of skill competence?

A

Unconscious incompetence

Conscious incompetence

Conscious competence

Unconscious competence

81
Q

What is unconscious incompetence?

A

A fire fighter does not know what here she does not know they require remedial training and practice in a mandatory reevaluation

82
Q

What are some reasons unconscious incompetence firefighters fail an evolution or skill?

A

Exceeded time limit

Missed a critical step in procedure

Created a safety hazard

Unable to perform the task

83
Q

What is conscious incompetence?

A

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

84
Q

What statements are true about conscious incompetent firefighters?

A

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

85
Q

What is a conscious competence fire fighter?

A

The fire fighter who knows how to perform the evolution or skill performance the correct and complete way

86
Q

What statements are true of conscious competent firefighters?

A

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

87
Q

What is an unconscious competence fire fighter?

A

A fire fighter is experienced with evolutions and skill performance to the point that the activity appears natural and easy

88
Q

What statements are true of the unconscious competent fire fighter?

A

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

89
Q

What is a rep (repetition)?

A

One complete the motion of an exercise

90
Q

What is a set?

A

A group of consecutive repetitions

91
Q

What is mentoring?

A

Developmental relationship in which a more experienced person, or mentor,helps less experienced person, referred to as a protégé

92
Q

What kind of teaching strategies can a mentor use to provide a deliberate learning environment?

A 
Instructing
Coaching
Providing experiences
Modelling
Advising
93
Q

What qualities make for an effective mentor?

A

A desire to help

Current knowledge

Effective coaching, counseling, facilitating and networking skills

94
Q

Active learning research recommend spending no more than how many minutes presenting a formal lecture or video presentation?

A

10 minutes

95
Q

During a passive learning experience a student loses focus after how many minutes?

A

15 to 20 minutes

96
Q

When does the fire officer act as a coach?

A

After team members have learned the skill and can demonstrate them, the coach has to work with them to build competence and confidence

97
Q

What are the 4 categories that psychomotor skill levels can be classified into?

A

Initial

Plateau

Latency

Mastery

98
Q

For best performance during training for a new or revised skill set how should practice sessions be performed?

A

Wear full PPE

Operating within a realistic fire ground situation

99
Q

What should a fire officer do for a trainee who is training on the job?

A

Spell out the expected behaviour when operating at emergencies

100
Q

What are three areas expected behaviour falls into for on the job training trainees?

A

Responding to alarms

On scene activity

Emergency procedures

101
Q

For expected behaviour of a trainee doing on the job training what should the trainees do when responding to alarms?

A

Include the trainee behaviour that should occur when alarms are received at the fire station and appropriate actions when preparing to respond

102
Q

What is the expected behaviour of a trainee doing on the job training at on scene activities?

A

Clearly defining the expected location, activities and behaviour of the trainee an an emergency incident

103
Q

What is the expected behaviour when operating during an emergency situation for a trainee doing on the job training?

A

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

104
Q

What are some examples of fire ground tasks that emphasize teamwork and choirmaster in the location of all the equipment on the apparatus?

A

Supply line evolutions

Ropes and knots

Laddering the fire building

Lights, fan and power deployment

105
Q

What are some skills that need to be taught primarily in training regarding motor vehicle crashes in medical emergencies?

A

CPR and AED training

Outside circle activities on a crash extrication

Helicopter landing zone procedure

Assisting medics on a med emergency

106
Q

What are the five steps when developing a specific training program?

A

Assess the needs

Establish objectives

Develop the training program

Deliver the training

Evaluate the impact

107
Q

And establishing objectives for a specific training program what objectives need to be identified?

A

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

108
Q

What are some ways a fire officer can get help developing a training program?

A

Manufacturer or vendor training package

Department template

Organization posted resources for downloading

109
Q

What 4 criteria should be involved in delivering training for specific training program?

A

Organizing the lesson

Identifies key points

Can be reused

Allows others to teach the program

110
Q

What kind of questions can you ask to evaluate the impact of a specific training program?

A

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?

111
Q

What is the definition of a problem?

A

The difference between the current situation and the desired situation

112
Q

What do fire and emergency incidents represent?

A

A unique category of problems that call for specialized problem-solving skills

113
Q

What do non-emergency situations require?

A

The application of conventional problem-solving skills and techniques

114
Q

What are problem-solving techniques?

A

Techniques designed to identify and evaluate the realistic potential solutions to a problem and determine the best decision

115
Q

What is the definition of a complaint?

A

An expression of grief, regret, pain, censure, or resentment; a lamentation; an accusation; or fault finding

116
Q

What is the definition of a conflict?

A

A state of opposition between two parties.

A complaint is often a manifestation of a conflict conflict

117
Q

What is the definition of a mistake?

A

An error or fault resulting from bad judgment, deficient knowledge, carelessness.

It can also be a misconception or misunderstanding

118
Q

Dealing appropriately with problems and conflicts requires what?

A

Maturity
Patience
Determination
Courage

119
Q

What are four types of problems a fire officer could be expected to encounter?

A

In-house issues

Internal departmental issues

External issues

High profile incidents

120
Q

What are four different types of internal conflict situations fire officer my face?

A

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

121
Q

What is the first phase of a conflict management template?

A

To obtain as much information as possible about the problem

122
Q

What is an important starting point for conflict resolution?

A

Find out what the complainant thinks about the situation

123
Q

What is active listening?

A

The conscious process of securing all kinds of information through a combination of listening and observing

124
Q

When managing conflict why should the fire officer be able to paraphrase the complaint and recite it back to the complainant?

A

To have a good understanding of the issue from the complainants perspective

The complainant feels the officer really listened

125
Q

When a complaint is directly related to actions taken or policies in Forest by the fire officer what does the officer need to remember?

A

Do not respond immediately

Listen and process the info before deciding on an appropriate response

The officers explanation probably will not solve the problem

126
Q

What is the definition of an investigation?

A

A detailed inquiry or systematic examination

127
Q

How will it be determined who will conduct a complaint investigation?

A

Fire department procedures

128
Q

What is the purpose of a complaint investigation?

A

To obtain additional information beyond the original complaint

129
Q

What are the three objectives of a complete investigative report?

A

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

130
Q

Once an investigation is completed and the findings are presented to a supervisor at a higher level what are the four possible responses?

A

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

131
Q

What does a psychological contract refer to?

A

Mutual unwritten expectations that exist between an employee and their employer regarding policies and practises in their organization

132
Q

What does the psychological contract influence?

A

The attitude and job performance of the employee

133
Q

What is it called when adrenaline fills the pre-frontal lobe’s of the neocortex of the brain?

A

Emotional bubble

134
Q

What does the emotional bubble interfere with?

A

The ability to hear or consider any response to the issues that make up a confrontation

135
Q

In Michael Taigman’s model that provides a conflict resolution what are the four steps to follow?

A

Drain the emotional bubble

Understand the complainant’s viewpoint

Help the complainant feel understood

Identify the complainant’s expectation for resolution

136
Q

What does Michael Taigman recommend to drain the emotional bubble?

A

Listening deeply, actively and empathetically

137
Q

During conflict resolution the initial complaint or behaviour may be what?

A

Signs or symptoms of a larger problem

138
Q

What are some ways to help the complainant feel understood?

A

Listen and take detailed notes

Paraphrase and repeat back what you heard from the complainant

139
Q

How is a complainant’s expectation for resolution identified?

A

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

140
Q

Since 2017 what has exceeded the rate of line of duty death?

A

Fire fighter suicide

141
Q

What was the result of a 2015 study about firefighter suicide?

A

37% had contemplated it

7% had attempted it

142
Q

The 2015 study of fire fighter suicide is how many times greater than the rate of the general population?

A

More than 10 times

143
Q

What are some warning signs of stress related issues?

A

Isolation from others

Disturbed sleep

Increased Irritability

Decreased interest in significant activities

Self-destructive or reckless behaviour

144
Q

What percentage of firefighters reported binge drinking?

A

58%

145
Q

What percent of males in the general population report binge drinking?

A

23%

146
Q

What are some signs that a fire fighter may be struggling with substance abuse?

A

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

147
Q

What are three things that make fire fighting different from other professions?

A

Exposure to danger

Exposure to trauma

The 24 hour shift

148
Q

What five essential conversations are required for a successful fire fighter marriage?

A

Reentry time

Harshness and gallows humour

Handling the tough runs

Dealing with the fix-it mentality

Keep your first family first

149
Q

What is meant by reentry time as it relates to successful fire fighter marriages?

A

Allowing the returning spouse some time to enter the home without hassle or massive conversation

150
Q

What is important to remember about harshness and gallows humour as a relates to a successful fire fighter marriage?

A

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

151
Q

What is involved in the conversations about handling the tough runs?

A

After a tough run or shift the fire fighter should tell their spouse their real feelings and fears

152
Q

How do you keep your first family first?

A

Set boundaries so that the second family, the fire service, does not push away the first family

153
Q

What is one of the deadliest enemies of marriage involved in the fire service?

A

The pursuit of wealth at the cost of family time

154
Q

What are the three reasons for the struggle to maintain adequate income?

A

Greater personal debt

Stagnant purchasing power

Slow recovery from recent recessions

155
Q

What is the definition of resiliency?

A

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

156
Q

What is the definition of fear?

A

Encountering a situation that is perceived as a threat to you

157
Q

What is the definition of horror?

A

Reaction to a situation experienced by the responder

158
Q

What three things do firefighters experience every time they respond to a 911 call?

A

Sentinel events

Adrenaline adrenaline dump

Fight or flight response

159
Q

What is moral injury?

A

Represents perpetrating, failing to prevent, bearing witness to, or learning about acts that transgress deeply held moral beliefs and expectations

160
Q

When are firefighters confronted with moral injury?

A

When there is a gap between what they want to do and the conditions that they are confronting

161
Q

What does Litz describe as a deep soul wound that pierces a persons identity, sense of morality and relationship to society?

A

FF faced with devastating human conditions that they cannot reverse or mitigate

162
Q

What is the definition of acute stress disorder (ASD)?

A

A person who experienced, witnessed or was confronted with a traumatic event may experience numbing, reduced awareness, depersonalization, derealization or amnesia

163
Q

What is required to get an ASD diagnosis?

A

Must last for a min of three days
A max of four weeks

Onset must occur within four weeks of the event

164
Q

What me ASD be the precursor to?

A

PTSD

165
Q

What is post traumatic stress disorder (PTSD)?

A

Characterized by symptoms of avoidance and nervous system arousal after experiencing or witnessing a traumatic event

166
Q

What are the specific criteria to identify PTSD?

A

Traumatic event

Intrusion or reexperiencing

Avoidant symptoms

Negative alterations in mood or cognitions

Increased arousal symptoms

167
Q

What are some ways a person could re-experience a PTSD event?

A

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

168
Q

What are some ways that someone may try to avoid any memory of a PTSD event?

A

Avoiding thoughts or feelings connected to the traumatic event

Avoiding people or situations connected to the traumatic event

169
Q

What negative changes in mood or cognitions can happen as a result of a PTSD event?

A

Memory problems

Negative thoughts

Distorted sense of blame

Being stuck in severe emotions

Severely reduced interest

Feeling detached, isolated or disconnected

170
Q

What are some examples of increased arousal symptoms after a PTSD event?

A

Difficulty concentrating

Irritability

Increased temper or anger

Difficulty falling or staying asleep

Hypervigilance

Being easily startled

171
Q

What is an employee assistance program (EAP)?

A

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

172
Q

What is one important characteristic of an EAP?

A

It’s ability to maintain the value to the organization of highly trained emergency service professionals

173
Q

Why me a fire fighter continually report to work late?

A

Child or elder care issues

A family crisis

Alcoholism or substance abuse

Coming from a second job

A psychological condition or chemical imbalance

174
Q

What are some signs that an employee may have significant stressors that may be noticed at work?

A

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

175
Q

What is the goal of the EAP?

A

To provide counselling and rehabilitation services to get the employee back to full productive duty as soon as possible

Acting Capt Exam 2021 (34 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2025 Bold Learning Solutions. Terms and Conditions