Section 7- PFD Way

Question 1

Section 7 is:

Answer 1

The PFD Way

Question 2

The PFD Way is a philosophy that describes in detail the way each Phoenix Fire Department member, regardless of rank or position, is expected to perform, ______, and interact with each other and the public.

Answer 2

behave

Question 3

Putting this philosophy into practice requires a constant,__________ effort from each of us.

Answer 3

conscious

Question 4

It describes our vision and ________ , our standards, and our ideals.

Answer 4

values

Question 5

This is the Phoenix Fire Department _____.

Answer 5

way

Question 6

The PFD Way describes and guides our _________ and performance expectations.

Answer 6

behavioral

Question 7

Our ______ membership made the choice to become part of the Phoenix Fire Department.

Answer 7

diverse

Question 8

As public servants we work for the common good of the residents, ________ and visitors of Phoenix.

Answer 8

workers

Question 9

The PFD Way incorporates the values of service excellence, safety, integrity, ____________, communication, teamwork and respect.

Answer 9

professionalism

Question 10

In order to provide the best service to the public, we are committed to the training, education and ______ of each member of the Department.

Answer 10

well-being

Question 11

The Phoenix Fire Department serves a vast __________ area with expertly trained firefighters and support staff using state of the art equipment and apparatus.

Answer 11

geographic

Question 12

Although large in size, we do not lose sense of the importance of each individual member and ________.

Answer 12

customer

Question 13

The City of Phoenix is one of the _____ largest cities in the country.

Answer 13

ten

Question 14

In size, it geographically exceeds __________

Answer 14

Los Angeles.

Question 15

The city has won many awards and honors, including the prestigious _____ Bertelsmann Award

Answer 15

Carl

Question 16

The city has won many awards and honors, including the prestigious Carl Bertelsmann Award for being the best-run city government in the __________ and a “best-managed city” designation by Governing Magazine.

Answer 16

world

Question 17

The National Civic League has selected Phoenix as an “All-America City” ______ times.

Answer 17

5

Question 18

Most City of Phoenix employees belong to municipal unions who work with City management to achieve ___________ .

Answer 18

service excellence

Question 19

The __________ relationship between labor and management is key to the success enjoyed by the Phoenix Fire Department and its members.

Answer 19

positive

Question 20

Labor and management collaborate on improving __________ and maintaining a safe, effective work environment through the Relationships by Objectives (RBO) process.

Answer 20

customer service

Question 21

This process allows everyone a voice to change policy and/or _________ for improvements in the quality of our service.

Answer 21

procedures

Question 22

The Fire Chief and Executive Staff, along with City Management and elected officials, are fiscally responsible, innovative, and ________.

Answer 22

proactive

Question 23

The Phoenix Fire Department honors the traditions of the past while embracing the _________ advances of the future.

Answer 23

technological

Question 24

The Phoenix Fire Department is committed to providing the best possible ____________ and prevention services, and to making the City of Phoenix a healthy, vibrant community in which to live, work and visit.

Answer 24

emergency response

Question 25

The fire service has a rich and _______ culture and tradition.

Answer 25

proud

Question 26

New members of the Phoenix Fire Department benefit from the mentorship of ___________ members.

Answer 26

seasoned

Question 27

All members benefit from a common set of expectations. Our members are the __________ of the Department.

Answer 27

foundation

Question 28

We are __________ and respectful, on and off duty.

Answer 28

self-disciplined

Question 29

In the sometimes _____ environment of emergency services, we are able to enjoy our profession and the bond between Fire Department members.

Answer 29

stressful

Question 30

How we behave and provide services in the public eye have a direct correlation to the public’s respect, ___________ and support of our Department.

Answer 30

perception

Question 31

Our members are expected to manage their own behavior with a positive attitude and __________ and to conform to the rules and regulations of the Department in a manner that reflects the philosophy of the PFD Way.

Answer 31

commitment

Question 32

In situations where self-discipline breaks down, supervisors are expected to discern whether ___________, progressive action is needed or if outside assistance is needed.

Answer 32

corrective

Question 33

FireStrong (www.firestrong.org and 602-845-FIRE) is a resource for fire service members to obtain confidential mental, _________ and physical support.

Answer 33

emotional

Question 34

Firestrong phone number

Answer 34

602-845-FIRE

Question 35

Accessing these important resources will not be connected to or endanger a member’s ________.

Answer 35

employment

Question 36

The standards and expectations in this document, although philosophical, are reasonable and aligned with City of Phoenix Administrative Regulations and our own Management Procedures and ____________ Procedures.

Answer 36

Standard Operating

Question 37

They are the cornerstones from which to view your day-to-day performance, your commitment to the public and your ___________ to the Department.

Answer 37

commitment

Question 38

True commitment requires _______ to the Department, the Fire Service and to the City of Phoenix through good times and bad.

Answer 38

loyalty

Question 39

We face challenges with __________ and integrity, becoming stronger through the process.

Answer 39

honesty

Question 40

We are committed to making _________ change when it mutually benefits the public we serve and the Department.

Answer 40

positive

Question 41

We are a professional fire department that delivers consistent, ______, quick, high-quality emergency response and ancillary services.

Answer 41

safe

Question 42

We are expected to be fiscally responsible, diverse, skilled, smart, ___________, and compassionate.

Answer 42

physically fit

Question 43

We are focused on what is in the best interest of providing the highest quality of ___________ to the public.

Answer 43

service

Question 44

Each individual accepts their responsibilities beginning the day they enter the Department and continuing throughout their career and into _________

Answer 44

retirement.

Question 45

Our philosophy can be summarized in the following statements: The Phoenix Fire Department is committed to providing the highest level of __________ services for our community.

Answer 45

public safety

Question 46

We protect lives and property through fire suppression, emergency medical and transportation services, ____________ , fire prevention and public education.

Answer 46

disaster management

Question 47

Our members will provide these services in a safe, ____________ manner.

Answer 47

calculated

Question 48

This is a ________ document that stays relevant when reviewed on a regular basis.

Answer 48

living

Question 49

The PFD Way is founded upon major ___________ that make up the foundation for our philosophy.

Answer 49

cornerstones

Question 50

These cornerstones are described in detail and are practiced by all __________ who have chosen to be part of the Phoenix Fire Department.

Answer 50

members

Question 51

Cornerstone One: Make the

Answer 51

Commitment

Question 52

which cornerstone : Being a member of the Phoenix Fire Department is a commitment to the public, to the Department, to other departmental members and to the PFD Way.

Answer 52

make the commitment

Question 53

The ________ Phoenix Fire Department workforce shares a common desire and commitment to serve our community.

Answer 53

diverse

Question 54

It is our goal to deliver fast, ______ , effective emergency response.

Answer 54

safe

Question 55

Our customers rely on us to provide exemplary service in the form of emergency medicine and transportation, technical rescue, __________ and fire prevention.

Answer 55

fire suppression

Question 56

All who wear a Phoenix Fire Department uniform are held to a _______.

Answer 56

high standard

Question 57

Expectations for _________ and performance are non-negotiable.

Answer 57

behavior

Question 58

Firefighters work in an inherently _________ environment and are prepared for the challenge. We care about safety and about each other. If need be, we put our lives on the line for each other.

Answer 58

dangerous

Question 59

We take our commitment to our community, the City of Phoenix, Local 493 and to the Department seriously. We challenge ourselves to improve our service delivery by asking,

Answer 59

How can we do better

Question 60

We are expected to follow the Phoenix Fire Department Standard of Customer Service: to arrive with a positive attitude and deliver fast, safe, ___________ service.

Answer 60

professional

Question 61

It is the level of service that our customers, both internal and _________ , expect. This applies to every member of every rank, sworn and civilian.

Answer 61

external

Question 62

It is the Phoenix Fire Department Way to provide the most realistic, meaningful and up to date training possible to our members. On-going training results in ________ skilled performance levels.

Answer 62

highly

Question 63

Our diverse membership is the most important resource and foundation of the Department. ________ of any kind is not tolerated in the Phoenix Fire Department.

Answer 63

Prejudice

Question 64

Our commitment to working as a team in the firehouse, on the fire ground, in your section or __________ , in training, and as part of an RBO committee is the key to the Department’s success.

Answer 64

battalion

Question 65

Cornerstone two: Be

Answer 65

accountable

Question 66

cornerstone : Accountable members take responsibility for their success and for the success of the Department.

Answer 66

Be accountable

Question 67

Our members come from a variety of _________ each with a unique set of experiences and mannerisms.

Answer 67

backgrounds

Question 68

Honoring and respecting individual and cultural diversity is critical to a department serving a __________ cultural community.

Answer 68

diverse

Question 69

Our members are__________ , non-judgmental and embrace diversity.

Answer 69

accepting

Question 70

Our differences are considered an asset as long as behavior, ___________ and job performance is aligned with our rules, regulations and Departmental culture.

Answer 70

appearance

Question 71

A ___________ does not let individualism become a job distraction.

Answer 71

professional

Question 72

Each member is __________ to examine their behavior and activities on and off the job to ensure that the City and the Department is not put in a disadvantaged position because of poor choices or poor judgment.

Answer 72

responsible

Question 73

When we become _________ and join the Department, we give up the freedom to behave in an independent manner.

Answer 73

public servants

Question 74

Our regard in the community can be tarnished by the actions of just one member, and those consequences will be felt by all members. Our conduct should be __________ at all times.

Answer 74

exemplary

Question 75

Our___________ and performance in the Department is reinforced by our conduct.

Answer 75

reputation

Question 76

Respect is ________ and begins with respect for yourself and respect for others.

Answer 76

earned

Question 77

Your reputation is a ________ possession. Guard it and remember that it starts the day you enter the Fire Department and will continue long after your career has ended.

Answer 77

valuable

Question 78

Ask yourself, “How do I want to be remembered? How did I contribute to and _________ this Department?”

Answer 78

improve

Question 79

Cornerstone Three: Be Self-

Answer 79

disciplined

Question 80

cornerstone: Members who have self-discipline are motivated to make choices that result in a positive outcome and avoid choices that cause a negative repercussion.

Answer 80

Be self-disciplined

Question 81

t took ____________ to obtain the education and experience necessary for the wide variety of support classifications.

Answer 81

self-discipline

Question 82

Maintaining a _________, well-balanced approach to your work environment takes a commitment to discipline, preferably self-discipline.

Answer 82

positive

Question 83

We are cooperative and open to supervisory directives. Supervisors are expected to identify and correct counterproductive actions, behaviors and issues before they become ________.

Answer 83

habitual

Question 84

When imposed discipline is necessary, it will be corrective, progressive and ________.

Answer 84

lawful

Question 85

It is the PFD Way to employ 2nd chance management designed to return a member to positive and __________ behavior.

Answer 85

productive

Question 86

Taking shortcuts to supervisory ____________ in regards to discipline ensures a negative result.

Answer 86

responsibility

Question 87

Misconduct or poor performance should be identified before a solution is developed. In other words, supervisors will avoid the “ready – ______ –aim!” approach in favor of a standard problem-solving approach to discipline.

Answer 87

fire

Question 88

Guidelines describing the union’s role in the disciplinary process are clearly defined in the Memorandum of Understanding and ___________ Procedures.

Answer 88

Standard Operating

Question 89

Supervisors are to offer and provide union representation whenever requested. Union representation does not infer that they _____ or disagree with the conduct or behavior.

Answer 89

agree

Question 90

The union representatives will ensure that Departmental supervisors follow due process and show just cause when considering __________ action.

Answer 90

disciplinary

Question 91

All effort is made to keep disciplinary proceedings ___________ to avoid embarrassment to the member and to the Department.

Answer 91

confidential

Question 92

At times, media interest in high profile misconduct and the requirements of the ________________Act make it impossible to keep all issues completely confidential.

Answer 92

Freedom of Information

Question 93

The Phoenix Fire Department’s substance abuse policy is firm. It is absolutely ___________ for a member to use illegal substances on or off duty.

Answer 93

unacceptable

Question 94

Social media is a powerful _____________ and image tool, giving just-in-time information and keeping people connected over vast distances.

Answer 94

communication

Question 95

When we identify ourselves as members of the Phoenix Fire Department in a social media profile, that site now becomes an extension of the workplace, not solely a _________ site.

Answer 95

personal

Question 96

As members of the Phoenix Fire Department and employees of the City of Phoenix, we have a duty to _____ responsibly.

Answer 96

post

Question 97

Cornerstone four: be a Good

Answer 97

Supervisor

Question 98

Supervisors clearly understand the mission, keep staff informed, listen to staff, and acknowledge outstanding performance. They are able to identify when to handle an issue themselves and when to involve their chief for assistance.

Answer 98

be a good supervisor

Question 99

Supervisors of all levels are expected to treat their staff with ___________ and respect.

Answer 99

consideration

Question 100

Positive reinforcement is more effective than punishing __________ behavior and performance.

Answer 100

negative

Question 101

Unacceptable behavior or performance will not be ignored, __________or rewarded. Misconduct is best managed when it is immediately identified and discreetly corrected.

Answer 101

tolerated

Question 102

Supervisors encourage teamwork, most notably in a fire station environment when crews ____________ together, exercise, train and critique an incident.

Answer 102

prepare meals

Question 103

Effective supervisors look for opportunities to include members in new programs, explain Departmental culture and policy, and mentor the next __________ of leaders.

Answer 103

generation

Question 104

It is a supervisor’s job to create ____________ employees.

Answer 104

promotable

Question 105

Supervisors are positive, ethical and refrain from personal _________ when handling a personnel issue.

Answer 105

judgment

Question 106

Effective supervisors keep problems in perspective, address problems at the proper level, and when possible, turn a negative situation into a________ one.

Answer 106

positive

Question 107

Because supervisors are under constant _______, their actions should be above reproach.

Answer 107

scrutiny

Question 108

Supervisors who lead by example, who coach and encourage their employees and re-direct behavior before it becomes an issue earn lasting ______ and commitment.

Answer 108

loyalty

Question 109

In fact, a point should be made of spending the time necessary to turn struggling members into _______ members. Good supervisors set the tone and set attainable standards.

Answer 109

star

Question 110

It is the PFD Way to practice what we preach, knowing that we will be held to our own ________.

Answer 110

standards

Question 111

cornerstone five: Be a __________ Leader

Answer 111

Responsible

Question 112

Leadership is a process of positive influence which encourages high performance and teamwork to make a positive impact on our community and our Department.

Answer 112

Be a responsible leader

Question 113

The Phoenix Fire Department recognizes both formal and _________ leaders, earned leadership and positional leadership.

Answer 113

informal

Question 114

Leaders motivate and have the vision to __________ positive change. Leaders live an example of the Department member we strive to be.

Answer 114

facilitate

Question 115

Their expectations for themselves and others are realistic and aligned with the overall___________ of the Department.

Answer 115

expectations

Question 116

When the safety and well-being of our customers and members is at stake, our responsibility and expectations are clear, as is each individual’s ___________.

Answer 116

accountability

Question 117

If substandard performance or unacceptable behavior is _______, it will most likely be repeated. “If you condone it, you own it”.

Answer 117

condoned

Question 118

It is the PFD Way to stop dangerous, __________, and unprofessional behaviors and actions whenever they are encountered.

Answer 118

negative

Question 119

We put _____ first, closely followed by professionalism and courtesy.

Answer 119

safety

Question 120

PFD leaders remind all members, at all ranks, that we are responsible for our actions in the workplace and that we are accountable for our own ______ AND that of our co-workers.

Answer 120

conduct

Question 121

Authority is dynamic and ________, and is viewed as the ability to influence a person’s behavior or performance without the apparent exertion of force.

Answer 121

complex

Question 122

Superior leaders are both ________ and able to focus on safety and goals.

Answer 122

humble

Question 123

They accept responsibility for the ___________ of their crew, while giving credit to their crew for any recognition.

Answer 123

missteps

Question 124

An important element of leadership is “followership”. Every leader is a follower in some other Departmental group, function, or ___________. Ineffective followers will not be good leaders.

Answer 124

relationship

Question 125

Leaders are agents of ___________, positive change, personal growth and development. They are responsible for developing and instructing the next cadre of capable future leaders that live and practice the PFD Way.

Answer 125

mentorship

Question 126

Effective leaders embody servant-leadership. They want to pass along information, process and lessons learned, sparing new members from making mistakes that could cost them their reputation, their ________, or their life.

Answer 126

career

Question 127

They encourage training and continuing __________ so members stay current with industry change.

Answer 127

education

Question 128

Cornerstone six: The RBO process and the _______

Answer 128

PFD way

Question 129

The partnership of Labor and Management is committed to maintaining and improving safe working conditions and equipment, superior customer service, and succession planning for highly skilled employees. The Relationships By Objectives process is guided by the principles set forth in the PFD Way.

Answer 129

The RBO process and the pfd way

Question 130

The Phoenix Fire Department Way is based on the principle that our members are the ___________ of the Department.

Answer 130

foundation

Question 131

There is a direct relationship between the __________ and professionalism of the Department and the quality and professionalism of our membership.

Answer 131

quality

Question 132

Phoenix Firefighters Association Local ____ represents the majority of our membership.

Answer 132

493

Question 133

All members are invited to participate in the design and implementation of the procedure and process that forms the_________ of our Department through the Relationship By Objectives (RBO) process.

Answer 133

framework

Question 134

The RBO process brings ______ and Management together in an open and honest environment to work through issues and challenges, creating effective and fair solutions and reaching agreement without damaging relationships.

Answer 134

Labor

Question 135

It is the PFD Way to manage new ideas and changes for the Department through the use of ___________ that represent both Labor and Management.

Answer 135

committees

Question 136

A __________ committee made up of Management’s executive staff and the Local 493’s executive board oversees the RBO process. Any issues that are unable to be resolved through the normal RBO process are discussed and decided on within the correlating committee.

Answer 136

correlating

Question 137

The RBO process is based on the principle that those who are _______ to the actual services we provide should be allowed equitable input into the system.

Answer 137

closest

Question 138

The process allows room for differing opinions without inviting disrespect or ________ politics.

Answer 138

unhealthy

Question 139

By participating in the RBO process, Department members of every rank and position are _______ in and part of the outcome.

Answer 139

vested

Question 140

This ensures that the Phoenix Fire Department remains a fair, efficient and _______ city department.

Answer 140

effective

Question 141

The RBO process only works if we get __________. Our experts are the people doing the work each day.

Answer 141

involved

Question 142

Our supervisors communicate information up and down the chain of command. We are _________ for all members when we involve ourselves in the RBO process.

Answer 142

advocates

Question 143

The value of their working relationship however is the ability to find solutions on those issues on which they disagree. We will never __________ a relationship for an outcome.

Answer 143

sacrifice

Question 144

The RBO process works because both Labor and Management are respectful, offer _______ to the process and remain open to hearing a different point of view.

Answer 144

value

Question 145

Both are committed to ensure that the Phoenix Fire Department remains safe, progressive and __________.

Answer 145

professional

Question 146

These are the basic values behind the Department – the ___________ is the Phoenix Fire Department Way.

Answer 146

RBO process

Question 147

cornerstone 7: Support our members ___________ needs

Answer 147

wellness

Question 148

It is the PFD Way to provide and support total wellness for all our members.

Answer 148

Support our members wellness needs

Question 149

Because the PFD Way is based on the principle that our members are the ________of the Department, ensuring total wellness and resiliency in our members is an investment in us and our Department.

Answer 149

foundation

Question 150

It is the PFD Way to support each member. Each member has the obligation to be __________and to be emotionally, mentally and physically fit.

Answer 150

resilient

Question 151

Situational awareness pertains not just to the fire ground, but also to awareness of the ___________ wellbeing of each member.

Answer 151

emotional

Question 152

It is the PFD Way to identify a _________Department member, address their needs and offer support. Literally, their life could be in your hands.

Answer 152

suffering

Question 153

Emotional wellness and resiliency is more than just stress reduction. It is maintaining a balance of work, family, friends and obligations. It is the ability to make __________ decisions and set priorities.

Answer 153

rational

Question 154

A __________ will recognize a problem and attempt to address and correct it before it interferes with job performance.

Answer 154

professional

Question 155

The Department offers a number of discreet, professional resources and _____support for members and their families.

Answer 155

peer

Question 156

FireStrong (www.firestrong.org, or 602-845-FIRE) is a resource for fire service members and their families to obtain confidential assistance for ___________, relationship, financial or emotional related issues.

Answer 156

substance

Question 157

It is a program developed by our __________ for our members and is available 24 hours a day, 7 days a week.

Answer 157

members

Question 158

It is the PFD Way to participate in the IAFF/______ Joint Labor Management Wellness Fitness Initiative.

Answer 158

IAFC

Question 159

The Phoenix Fire Department provides a comprehensive medical examination, a comprehensive fitness program, a medical/fitness/re-entry/injury _____________ program and a behavioral health program.

Answer 159

rehabilitation

Question 160

Phoenix Fire Department members ALWAYS treat each other with: Consideration, Discretion, Acceptance and _______.

Answer 160

Unity

Question 161

Cornerstone 8: Maintain a positive ___________

Answer 161

Environment

Question 162

cornerstone: We are each responsible to create a positive work environment based on trust, approachability and open communication, superior job performance, expecting the best, teamwork, appreciation and recognition, giving credit and taking responsibility.

Answer 162

Maintain a positive environment

Question 163

The Phoenix Fire Department has outlined four behaviors that are to be practiced by all members.

Answer 163

Consideration
discretion
acceptance
unity

Question 164

It is the PFD Way to behave and perform in a _________ manner, in and out of the fire station, on and off the job, and remain focused on what is in the mutual best interest of the Department and our community.

Answer 164

professional

Question 165

There are no Departmental secrets. Intrigue and gossip over an issue result in distrust in the system. Other than personnel disciplinary actions, issues involving litigation, and politically sensitive matters, the Department is dedicated to ___________ and accountability.

Answer 165

transparency

Question 166

We are self-disciplined, highly __________ and skilled employees dedicated to providing superior service to the public and to each other.

Answer 166

motivated

Question 167

The PFD Way is a philosophy that describes in detail the way each Phoenix Fire Department member, regardless of ________ or position, is expected to perform, behave, and interact with each other and the public.

Answer 167

rank

Question 168

Putting this philosophy into practice requires a constant, _________ effort from each of us.

Answer 168

conscious

Question 169

The PFD Way is there to help members remain motivated, _________, positive and professional.

Answer 169

healthy

Question 170

Superior customer service can only be provided if we ________ each member.

Answer 170

respect

Question 171

__________ members should provide mentorship to new members and new members should value the experience of seasoned members.

Answer 171

Seasoned

Question 172

Share the appropriate ___________, values, knowledge and determination of the Department and the fire service.

Answer 172

traditions

Question 173

__________ to the Department that has given and continues to give so much to its membership and to our community. It is the PFD Way to improve the Department by the contributions of each member.

Answer 173

Give back

Question 174

We are committed to superior service. It is this commitment to service and to each other that has made us what we are today, and will sustain us in the future through frequent assessment and ________ change.

Answer 174

positive