Lesson 9 Flashcards
- The four-stage development model for becoming a cohesive team is:
forming, storming, norming, and performing.
storming, norming, forming, and performing.
performing, norming, forming, and storming.
norming, performing, storming, and forming.
forming, storming, norming, and performing.
- As a part of motivating and supporting their personnel, a company officer can empower their employees to help:
increase productivity.
establish positions within the unit.
retain their decision-making power.
take on more responsibilities for the organization.
increase productivity.**
- Reward and award programs are MOST critical to which type of fire and emergency organization?
Volunteer
- In the four-step method of counseling, the first step is to:
notify administration.
review personnel record.
describe current performance.
refer to employee assistance program
describe current performance. ***
- NFPA® 1021 uses the term management in conjunction with Level I and II Fire Officer responsibilities such as:
information, incident, and human resources.
administration, human resources, and budget.
incident, human resources, and new employee.
human resources, facilities, and legal jurisdiction.
information, incident, and human resources.
- The management function of coordinating tasks and resources to accomplish a units goal and objectives is referred to as:
planning.
directing.
organizing.
controlling.
organizing
- Establishing and implementing mechanisms to ensure objectives are attained is referred to as the management function of:
directing.
planning.
organizing.
controlling
Controlling **
- Which type of management function helps to determine in advance what an organization, group, or individual should do and how it will get done?
Planning
Delegating
Controlling
Formalizing
Planning
- Which of the following may be advisable when tracking the task progress of more complex tasks?
Standing plan
Single-use plan
Flow or PERT charts
Flow or SMART charts
Flow or PERT charts
- The first step in the planning model is to:
identify the problem that requires a response.
choose an appropriate response to meet the goals.
determine the steps necessary to meet the goals.
determine the effectiveness in meeting outcomes.
identify the problem that requires a response.
What are the steps in the 5 step planning model?
Identify, select, design, implement, and evaluate.
- Which actions must a company officer take when encountering situations in which an organizations plans are inappropriate?
Make an immediate decision.
Ask subordinates for feedback.
Take plenty of time to make the decision.
Avoid documenting changes to save time.
Make an immediate decision.
- Which of the following BEST describes the advantage of assigning an experienced crew member as a mentor to a new employee?
Cuts down on the possibility of hazing
Helps to keep a close eye on new employees
Provides personal instruction and encouragement
Allows the fire chief to focus on other responsibilities
Provides personal instruction and encouragement *
- The BEST way to explain what is expected of new employees is:
to lead by example only.
in written form and to seek feedback.
by having a one-on-one conversation.
to read them out loud from a policy handbook.
in written form and to seek feedback.
- Which piece of legislation requires maintaining an accurate record of the hours the employees have worked?
Patriot Act
Fair Labor Standards Act
Workers Compensation Act
Freedom of Information Act
Fair Labor Standards Act
- Which style of conflict resolution is MOST likely to result in a lose-lose situation?
Forcing
Avoiding
Negotiating
Collaborating
Avoiding
- The fourth step in conflict resolution is:
determine alternative options.
classify or identify the problem.
determine or diagnose the problem.
test the action against the desired outcome.
determine alternative options.**
The four step process of the conflict resolution model.
- Listen and Take Detailed Notes
- Active Listening
- Paraphrase and Receive Feedback
- Do Not Explain or Excuse
- An inconsistent application of the rules may lead to which of the following reasons for personnel breaking the rules?
Stress
Boredom
Ignorance
Resentment
Resentment
- An employees rights during corrective discipline are established by:
NFPA® 1072.
the fire department.
the supervising officer.
local policy or state/provincial laws.
local policy or state/provincial laws.***
- Progressive discipline begins with _____ to correct the first instance of violating a rule.
loss of pay
punitive action
an informal warning
training and education
training and education
- Which of the following is MOST likely to be the role of a company officer in disciplinary action?
Using preventative action
Writing a formal reprimand
Demoting involved personnel
Enforcing corrective measures
Using preventative action**
- Which of the following is considered one of the five general purposes for interpersonal communication?
Directing
Influencing
Translating
Overcoming
Influencing
- Memos and emails are considered to be:
confidential.
public record.
inappropriate.
legally undisclosable.
Public record
- Which of the following would typically be considered the MOST important reason for an organization to enforce an e-mail policy?
Crew penalization
Liability protection
Behavior manipulation
Personal content intrusion
Liability protection
- The first step in preparing a narrative report is to:
establish the format.
determine the purpose.
decide the intended audience.
limit the amount of professional jargon.
determine the purpose.**
- Which type of radio is normally operated at a jurisdictions telecommunications center but can be scaled down for incident command posts?
Base radio
Mobile radio
Portable radio
Repeater system
Base radio
- Which communication method is a radio-operated device that allows a station to transmit dispatch information, patient status updates, and other confidential messages?
Fax machine
Satellite
Mobile data terminal
Global positioning system
Mobile data terminal
- Communications ___ is considered MOST vital to implementation of the National Incident Management System (NIMS).
relapse
disruption
spontaneity
interoperability
interoperability
- ___ is considered one of the five Cs of radio communication.
Criticism
Capability
Consistency
Confrontation
Capability**
- Which of the following is MOST likely to help satisfy the intangible needs of internal customers?
Company officers
Friends and family
A civil service process
Labor/management agreements
Company officers
- Which method of customer service information gathering requires little effort or money?
Active
Passive
Internal
External
Passive
- Which of the following is the BEST reason for having a meeting for information-gathering purposes?
Creates opportunity to find new customers
Involves customers in a decision-making process
Provides an opportunity to get an honest opinion
Gets better information after an emergency response
Involves customers in a decision-making process
- What action comes after gathering customer service information?
Information production
Information solicitation
Information interpretation
Information dissemination
Information interpretation
- The process of monitoring the outcome of any changes made to customer service policy is called:
informal monitoring.
information gathering.
information interpretation.
service-delivery monitoring.
service-delivery monitoring.
- Which of the following is the BEST description of policies and procedures found in fire and emergency services organizations?
A list of best practices for company-level training
An organizations mission statement and objectives
An organizations expectations based on models and plans
An agreement between jurisdictions on fire service coverage
An organizations expectations based on models and plans **
- An organizations policies and procedures is MOST likely to also be known as:
an honor code.
mission objectives.
fire codes and regulations.
standard operating procedures
standard operating procedures.
- Which of the following BEST describes the process of making changes to policies and procedures?
Policies and procedures cannot be altered.
Changes must be drafted by a local governing authority.
A company officer is authorized alter policies when needed.
Organizations should have a process for evaluating the need for changes.
Organizations should have a process for evaluating the need for changes.
- Which of the following BEST describes the purpose of a fire and emergency service organizations policies?
Provide a step-by-step outline for recurring problems
Provide formal written guidelines needed for operation
Demonstrate an organizations broad mission objectives to the community
Generate a plan to implement SOPs at the top level of management
Provide formal written guidelines needed for operation
- Which of the following BEST describes the goal of policy analysis in fire and emergency service organizations?
Determines if policies are enforceable
Demonstrates due diligence to administrators
Disciplines subordinates for not following policy
Focuses only on external customer needs and demands
Determines if policies are enforceable
20. Which type of plans include policies, procedures, and rules that are use frequently to manage the day-to-day emergency and non-emergency unit activities? Standing Strategic Single-use Contingency
Standing
24. A company officer should begin to train new employees according to local policies: when first offered the job. whenever time is available. once the probationary period is over. once the first duty assignment is given.
once the first duty assignment is given.
- When looking for potential signs of substance abuse, one symptom:
is necessary for taking disciplinary action.
requires an immediate intervention response.
may not be enough to indicate substance abuse.
will always indicate several other unseen symptoms.
may not be enough to indicate substance abuse.
- Assigning tasks and career counseling are actions BEST described as:
nonverbal reinforcement of ideas.
daily oral communication with the crew.
critical analysis of information for accuracy.
retention of information in short-term memory.
daily oral communication with the crew.
- The primary types of formal speeches and presentations for company officers include persuasive, instructional, and:
simplistic.
supportive.
transitional.
informative.
informative.
- B.Complex is better.
Use redundancy.
Use vague transitions.
Build on the unfamiliar.
Use redundancy.
- Which of the following MOST accurately describes the purpose for outlining a document?
It provides a motive for postponing training evolutions.
It helps the writer establish the logical flow of the material.
It provides a reason for removing smooth sentence transitions.
It grants the writer permission to create overly long documents.
It helps the writer establish the logical flow of the material.
- Which of the following provides the MOST accurate, generally accepted guideline for developing a text?
Write in a passive voice.
Embrace jargon in the writing.
Have someone else proofread the document.
Avoid the use of appendices for additional information.
Have someone else proofread the document.
- C.Recommendation
Progress
Description
Progress and justification
Progress
- What should be the first action a company officer takes before disciplining an employee about an absenteeism problem?
Ask other employees about the situation.
Create a list of possible disciplinary actions.
Write and file a disciplinary report for the fire chief.
Gather all information about incident from the employee.
Gather all information about incident from the employee.
- Which style of conflict resolution is MOST likely to focus on the best interests of the organization?
Forcing
Avoiding
Negotiating
Collaborating
Collaborating
- Which of the following sanctions are MOST likely to be the result of punitive action?
A suspension
An intervention
A verbal warning
A performance review
A suspension
- Which of the following listening components describes decoding a message and assigning meaning to it?
Attending
Evaluating
Responding
Understanding
Understanding
- Focusing on the speaker while ignoring any other distractions is a description of which listening component?
Attending
Evaluating
Remembering
Understanding
Attending
- ___ is the BEST description for critically analyzing information to determine how accurate it is.
Attending
Evaluating
Responding
Understanding
Evaluating
- The first step that a company officer should follow in writing any document is to determine:
audience, scope, and purpose.
verbal and nonverbal components.
sender, feedback, and interference.
accuracy and clarity of language used.
audience, scope, and purpose.
- A departments official letters should be:
non-reader-focused.
sent only via courier.
reviewed for accuracy.
professional but slightly flawed.
reviewed for accuracy.
- Which of the following BEST describes the bottom line of customer service in emergency service organizations?
Profit or loss of business
Recognition from local governing body
Highest rating from U.S. Fire administration
Customer satisfaction and value to community
Customer satisfaction and value to community
