Section One: The PFD Five Keys to Success Flashcards
The Phoenix Fire Department and the City of Phoenix believe that the ______are the key to its success.
Members of the Department
What are the five objects that PFD recognized for the members to ascribe to in their personal and professional lives as well ass some pitfalls each member and the Department as a whole can fall into.
- Safety
- Professionalism
- Teamwork
- Respect
- Personal Development
What is a high priority in the Phoenix Fire Department
Safety
The Phoenix Fire Department has been a leader in safety for over ____
37 years
All of the Department’s SOPs are ____ documents and are revised on an on-going basis.
“Living”
A major component of our SOPs is the ____
Risk Management Plan
What should be applied to each and every incident we encounter throughout our careers.
Risk Management Plan
Define the Risk Management Plan
- We will begin each response under the assumption that within the incident there are savable lives and property.
- We will risk our lives a lot in a calculated manner to save SAVABLE LIVES.
- We will risk our lives a little in a calculated manner to save SAVABLE PROPERTY
- We will not risk anything for lives and property that are already lost.
We will begin each response under the assumption that within the incident there are ______
savable lives and property
We will risk our lives a lot in a calculated manner to save ______
savable lives
We will risk our lives a little in a calculated manner to save ______
savable property
We will not risk anything for ____
lives and property that are already lost
____ may range from individual one-on-one talks between crew members to formal critiques where any and all members of the Department attend and DVDs of the critique are distributed to the entire membership for review
Critiques
At times these critiques are shared with ____ both here in the Valley and _____
other Departments; around the country
The Department supplies the member with ____ available to significantly increase the odds that everyone will get to go home healthy and happy after their shift.
the very best safety equipment and training
Each member is responsible to utilize the ___ to ensure their safety and the well-being of the other members and the public we serve
equipment, SOPs, training, and common sense
____ should be on display at all times while working for the Phoenix Fire Department
Professionalism
If you are the _____ at your job then you and the company you work for will be successful and respected
Consummate professional
Define consummate professional
most often a very serious character, be it by choice or by requirement
Looking professional means that each member is wearing the _____ for the task at hand and is prepared for each and every possible incident to which you may be dispatched
appropriate uniform
Uniforms should be____
clean, not faded or torn and each member of the crew should be dressed professionally
You should look professional and be wearing the appropriate uniform around the _____
station, while shopping and while training.
Members should only wear _____ uniform items
approved
Wearing the appropriate uniform not only displays professionalism but in many cases provides ______
a layer of safety for the members
_______ should be driven and cared for in a professional manner and to professional standards
Apparatus
Members must understand how to _____ professionally at all times
drive
These apparatus are very expensive and taxpayers expect that we will care for them in a professional manner so as to reduce the number of ______ and increase the _____ of the trucks
breakdowns; longevity
A professional is _____
only as good as his tools
Failure to care for your tools not only means that they may not work correctly or at all when the time comes to use them but, in the case of the Fire Department, the failure of these tools can mean _____
loss of property and even lives
As members of the Department we must understand that we are called upon to respond to a wide variety of incidents varying in severity from _____ to minor cuts and bruises, social issues, alarm malfunctions and lift assists.
structure fires, cardiac arrest, drowning, technical rescue, hazardous materials, and difficulty breathing.
Each call should be treated as if it was significant, and the ______ should be provided by the crews on each and every call for service
best possible customer service
Our ______ is on display every time we respond to someone’s emergency
professionalism
Members should never allow a customer to be _____ because they believe the emergency to be insignificant
treated in a lesser fashion
In the Fire Service rarely, if ever, does anyone work ____ of the other members of the Department
completely independent
Engine, ladder and ladder squad companies have crews of ____
4 - 5 members
Rescue companies and Battalion vehicle work in crews of ___
2
When a customer calls for service and the Department responds to their emergency, we do so _____
as teams
Sometimes the problem can be solved with a _____ and sometimes it requires _____ depending on the size of the problem
single companies; several companies
Each member of the team needs to take personal responsibility to increase their _____
knowledge, skills and abilities
There are times when individuals and crews are called to the scene of larger incidents like
a structure fire
Smaller _____ or _____ must then seamlessly integrate into a now _____ to accomplish the goals of the Department when dealing with these larger incidents
teams; crews; larger team
each crew is encouraged to do the things necessary to increase ______ and _____
crew continuity; skill levels
It is important for crews to come together to ____, ____, and ____ their work skills
learn; train; practice
The members of the Department must also realize that there are other members who don’t work as _____ who are just as important to the team’s success.
firefighters in operations
Define respect
a feeling of deep admiration for someone or something elicited by their abilities, qualities, or achievements
Define internal customer service
the service we provide fellow employees and other departments within our own organizations, as well as our suppliers and anyone else with whom we work to get our jobs done.
Define external customer service
refers to what most people simply see as customer service.
____ and _____ of other people should be avoided and will only contribute to denigrating the organization
Prejudgment; unsubstantiated perceptions
_____ hurt not only the person but the Department as a whole and should be controlled and stopped when they get started
Rumors
_____ should create strengths and not be used to tear others down
Diversity
____ is earned and you must understand that you begin to build your reputation and earn respect starting with day one.
Respect
Respect also extends to the ____, ______ and _____ we have been entrusted with by the public to perform our work.
apparatus, equipment, and facilities
The stations are designed and built to last a minimum of _____
50 years.
Name some items that we need to respect that we have in the department
The Traditions, leadership, the RBO process, the relationships and the services
In our society, personal development typically refers to ___
furthering your formal education
Formal education is and should always be ___ within the Department
encouraged
Fill in the saying: The person who stops learning…
has learned to stop
The city provides employees with ____ for college classes the employee takes
tuition reimbursement
____, ______ and ______ are other ways to develop yourself, learn new things and hone your skills.
Taking classes, attending training and drills
_____ and _____ within the Department and the City that are voluntary and are given on an ongoing basis.
Classes and training
Preparing for and participating in promotional opportunities is another excellent way to increase your ____
personal development
A state of being in good health especially as an actively sought goal; developing yourself physically, emotionally and psychologically are also very important aspects in your career and life development
Total Wellness
When a member is lacking the skills to perform his/her job well, the Department will assist them in bringing ____ up to the required level.
their knowledge, skills and abilities
Define FireStrong
When members feel that they need help with emotional and psychological issues, the Department will stand firmly behind them and provide them with whatever help they need to ensure their total well-being.
Name four pitfalls or traps that can create problems for individuals and the organization as a whole
Over-Confidence, Feedback, Past Practices, Ego
When we become so ___ that we feel as though we know everything and don’t need to learn anymore we simply stagnate.
overconfident
Define Stagnate
Cease developing; become inactive or dull
To presume that you know it all and can do it all is very ___ and ____ not only to the individual but to the Department.
arrogant; destructive
Understand that confidence is good but that nobody has “arrived” and even the ____ among us can always learn more
most learned
Being humble is also a characteristic that especially new firefighters should have and practice. Humility is the key to ____
tempering confidence and preventing arrogance.
Nobody wants to hear about how much you know about any subject especially when in doing so you try to place yourself above others. Have confidence in your ____, _____ and ____ but control that confidence with humility.
knowledge, skills and abilities
Feedback must be ____ meaning members must not only give feedback but must be willing to receive it as well.
bi-direcitonal
Feedback can be ____, ____, or _____.
positive, neutral or negative
_____ feedback is the easiest to give and receive.
Postivie
Positive feedback is necessary for a person’s ______ and ______ and should be given out liberally.
Self-esteem and emotional well-being
The pitfall with positive feed back come when the giver is providing the positive feedback because they believe
it is what the other person or persons want to hear
Define placate
make (someone) less angry or hostile
Define resentment
bitter indignation at having been treated unfairly
______ or critiquing someone or something must be done with the idea that those giving the feedback are doing so in a professional manner with the intent of improving the outcomes and not to simply berate the other person or their ideas.
Negative feedback
Define berate
scold or criticize (someone) angrily
_____ can give the receiver a sense of apathy on the part of the sender. There are usually both positive and/or negative things that can be pointed out.
Neutral
Giving neutral feedback should always be truthful and in a professional manner. This tells the other person that ___
you care enough to take the time to review what is happening and respond with constructive ideas to further the efforts.
____ feedback is usually the most difficult to give and to receive.
Negative
When giving negative feedback, the send must again ensure that they _____
are providing that feedback fro the right reasons and not simply dismissing the other person for some ulterior motive.
Negative feedback and critiques should be directed at ____
solving the issues at hand.
_____ must be open to any feedback they receive.
Everyone
_____ can take on many faces; traditions, cultural past, and prior treatment to name a few.
Past practices
____ are usually viewed as good things but, when a tradition comes up against current issues and rules within society, the tradition can get us into trouble.
Tradition
Failure to change with the society we live in and serve will ____
create problems
In the past, a major factor in determining the type and severity of the discipline was _____ or how the Department treated similar infractions.
“past practice”
Failure to adjust and change in order to reflect the ____, ____, and _____ of the citizens we serve will lead to future, problems, distrust, and a lack of confidence by those citizens.
ethical, moral and legal views
Ego is Latin for:
the word self, self esteem or self importance.
Having an ego is in and of itself
not bad, in fact, it is a quality that most good leaders have.
When someone is said to be egotistical, the perception is
they have a higher view of themselves than others believe to be the truth.
Egos get in our way when they don’t allow us to _____from people because we believe that we know more, are better or more qualified that those giving the direction or instruction
accept criticism, advice, orders, assignments or other things
Egotists are often
those who are over confident and therefore fall prey to all of the problems associated with over confidence
____ one’s self is the easiest way to learn, teach and live within an organization and a profession.
Humbling
Each member should strive to be ____
safe, professional, a team player, respectful and embrace personal growth
It is difficult to help other if having an _____
accident causes you to become part of the problem
Each call should be treated as if _____ should be provided by the crews on each and every call for service.
it were significant at the time and the best possible customer service
A true professional is
professional every time and everywhere
It is important for crews to come together to learn, train, and practice their work skills. This action not only helps with crew bonding and continuity but also increases their skill sets so they can perform at a
higher level when called upon by the public we serve
Respect is earned and you must understand that
you begin to build your reputation and earn respect starting day one
When there are economic downturns
there is little money to continue on that road
What does RBO Process stand for
Relationships by Objectives Process
Many Departments around the country have requirements in place whereby in order to take promotional exams, the candidate must
already possess a degree in Fire Science
When a member is lacking the skills to perform their job well, the Department
will assist them in bringing their knowledge, skills and abilities up to the required level
Just because we’ve always done something did not make it right then
and if it was wrong then, it is definitely wrong today
As a result of many factors and changes in society, like those mentioned above, and others like right to know laws, the internet and social media, the way infractions by members
are handled will and must change
