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Books > Step Up and Lead > Flashcards

Step Up and Lead Flashcards

1
Q

Leadership requires (3)

A
  • Courage
  • Determination
  • Action
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2
Q

When individuals are promoted beyond their level of ability

A

Peter Principal

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3
Q

Corporate America would love to emulate two things that are deeply instilled in the fire service

A
  • Brotherhood

- Respect of the public

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4
Q

Step up and Lead was written to serve two purposes

A
  • Introduce firefighters to the essential traits and skills that every effective fire service leader should possess
  • Teach those outside of the fire service the secrets of effective leadership
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5
Q

Success of an organization depends on a leader’s ability to

A

Inspire

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6
Q

September 17, 2011

A

Occupy Wall St, organized in Zuccotti park

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7
Q

Initial purpose of Occupy Wall St (3)

A

Stand against:

  • Corporate greed
  • Economic equality
  • Undue influence of financial services corporations on government
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8
Q

A leader’s job

A

To look into the future and see his organization not as it is but as it will be

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9
Q

True leadership requires

A

Well developed people skills

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10
Q

Type of person who fights to protect the status quo at all costs

A

Sleepwalker

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11
Q

Manager manage, leaders ..

A

Create change

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12
Q

Great leaders don’t focus on trying to get people to do something. They focus on trying to get people to ..

A

Be something

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13
Q

Leaders are willing to: (10)

A
  • Change the status quo
  • Stand up in front of strangers
  • Give direction
  • Get uncomfortable
  • Be tough when they need to be
  • Tell someone when they’re wrong
  • Praise someone when they do something right
  • Propose an idea that might fail
  • Take on the opposition when they know its the right thing to do
  • Stop a destructive practice and start a new trend
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14
Q

A leaders effectiveness will be largely determined by his

A

Ability to motivate others

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15
Q

In communicating honestly leaders should have (3)

A
  • Vision
  • Integrity
  • Courage
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16
Q

The most important leadership traits that firefighters and the public look for in a fire service leader

A

LEADERS TEACH

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17
Q

L E A D E R S T E A C H

A 
L = Loyal
E = Educated
A = Adaptable
D = Determined
E = Enthusiastic
R = Reliable
S = Selfless
T = Tough
E = Empathetic
A = Assertive
C = Courageous
H = Honorable
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18
Q

Key to customer service

A

Connecting with people

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19
Q

To be loyal is to be (2)

A
  • Dependable

- Trustworthy

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20
Q

Three bast ways to learn in any profession

A
  • Reading books
  • Attending seminars
  • On the job training
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21
Q

Fourth bast way of learning

A

Conducting a post-incident analysis (PIA)

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22
Q

Small daily action produce incredible results, called

A

Compound effect

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23
Q

Attending seminars provides two great opportunities

A
  • Expand knowledge base

- Network with likeminded people

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24
Q

One of the most important way to learn

A

On the job training

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25
Q

Developed to inform other what is the best way to operate

A

SOP

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26
Q

Two ways to put out a fire

A
  • Out resource it

- Out think it

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27
Q

Ability to ___ and ___ your strategies on the fly is important to overall success

A

Evaluate and Revise

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28
Q

Capable of skillfully, safely and promptly navigating your way through a variety of situations, regardless of the tools, staffing, and resources that are or aren’t available

A

Being resourceful

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29
Q

The only time you grow is when

A

You step outside your comfort zone

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30
Q

The word determined, in context of firefighting, is synonymous with

A

Heroic

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31
Q

What every firefighter should have posted on the wall

A

We risk a lot to save savable lives
We risk little to save savable property
We risk nothing to save lives and property that is already lost

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32
Q

A leader is determined, but also safe, smart, and calculated in his

A

Actions

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33
Q

___% of what you say to someone is in the form of words and ___% comes from how you say those words

A
  • 3%

- 97%

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34
Q

Negative up

A

Positive down

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35
Q

Defined as a sincere interest and exuberance in the performance of your duties

A

Enthusiasm

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36
Q

Fire service mission

A

To reduce the loss of life and property and to protect the weak

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37
Q

Will add to your enthheausiam

A

Believing in the mission of your organization

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38
Q

Trait that falls inline with reliability and is defined as what you do when no one is watching

A

Integrity

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39
Q

A leaders job

A

To help others develop confidence

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40
Q

One of the top reasons what teams fail

A

Leaders want to take all of the credit

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41
Q

Lane Theory

A

Everyone has a speciality, a strength. Make use of it

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42
Q

One caveat to the Lane Theory

A

Don’t fall in love with their potential

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43
Q

Be a leader first and

A

A buddy second

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44
Q

Vitally important to cultivate a love for the fight more that a love for ___

A

Winning

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45
Q

Country’s top moral problems

A

Mutual lack of respect, compassion and consideration for others

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46
Q

First 5 min

Last 5 min

A
  • Strategically most important time period

- How you treat the public in this time period can decide the fate of the organization

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47
Q

Empathy

A

Being aware of what is happening in others lives

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48
Q

What most people want in a leader

A

Someone who listens

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49
Q

A core communication skill

A

Assertiveness

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50
Q

The way people receive you and is ultimately the summation of several character qualities such as attitude, commitment, self image

A

Posture

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51
Q

At the foreground command level, true posture is described in two words

A

Command presence

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52
Q

Subconsciously grouping together gestures

A

Gesture clusters

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53
Q

If in a position where you have to speak and educate politicians remember this simple guide (3)

A
  1. Get the facts
  2. Prepare
  3. Present
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54
Q

Three types of courage

A
  • Moral (to do whats right)
  • Physical (continue in the face of danger)
  • Communication (to have the hard conversations)
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55
Q

Hernando Cortez

A

Spanish conquistador, 1519 assembled army of 500

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56
Q

Control fear by

A

practicing self discipline and calmness

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57
Q

Only way to preserve honor

A

To be honorably

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58
Q

To be an effective leader you must (2)

A
  • Take charge

- Do the right thing

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59
Q

The 13th and most important trait of a leader

A

Leaders teach

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60
Q

The golden rule

A

Use your ears and mouth proportionally

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61
Q

Essential to teach the importance of taking care of the tree F’s

A
  • Firefighters
  • Fire apparatus
  • Fire stations
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62
Q

Layered Leadership

A

99% of all leadership occurs from the middle of an organization

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63
Q

“Expectations” is a key word when it comes to teaching for two reasons

A
  • People will rise or fall to your expectations

- Set your expectations up front

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64
Q

Teaching tips (4)

A
  • 4 step process
  • KISS
  • Stories (most powerful tool in the toolbox)
  • Be a mentor
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65
Q

Four step learning process

A
  1. You do it, they watch
  2. You do it along with the
  3. They do it, you watch
  4. You let them do the task alone
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66
Q

KISS

A

Keep It Simple Stupid

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67
Q

Ultimate goal of a leader in not just to teach but to

A

Inspire

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68
Q

Succession planning is accomplished by

A

Training new leaders

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69
Q

Traits associated with poor leadership (13)

A
  • Lack of passion
  • Unclear vision
  • Poor communication skills
  • Avoiding taking risks
  • Callousness
  • Unethical behavior
  • Poor self management
  • Incompetence
  • Playing the victim
  • Tearing others down
  • Micromanaging
  • First to take the credit
  • Last to take the blame
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70
Q

Needed when managing change, delegating tasks, critiquing others, motivating a team, and dealing with insubordination

A

Strategy and tactics

71
Q

Leadership is a

A

Skill

72
Q

Positional leaders become threatened by

A

talented people

73
Q

Simple way to help you learn to value the diversity of you team members

A

Create a check sheet

74
Q

One of the most important aspects of time management

A

Delegation

75
Q

Should happen in the planning, research, development. implementation and evaluation stages

A

Delegation

76
Q

How to delegate (6)

A
  1. Establish and maintain an environment that is favorable to delegating
  2. Select the right person for the job
  3. Assure the person accepting the assignments understands it
  4. Keep an open door
  5. Be prepared to accept and deal with the consequences
  6. Always reward performance
77
Q

When delegating assignments be prepared to express (7)

A
  • Scope of the task
  • Desired results
  • Available resources
  • Sensitivity of the task
  • Communication guidelines
  • Deadlines
  • Your confidence in the person
78
Q

Will increase your effectiveness as a leader

A

Sincere recognition

79
Q

15 basic components of a subordinate interview

A
  1. Gather facts
  2. Get it in writing
  3. Schedule a meeting
  4. Conduct the meting
  5. Get individuals side of story (open-ended questions)
  6. Look for an underlying problem
  7. Determine which of the 3 U’s your dealing with
  8. Discuss progressive discipline
  9. Develop a solution together and implement
  10. Summarize
  11. Set a follow-up meeting
  12. Inform individual of appeal process
  13. Close on a positive note
  14. Document and report
  15. Monitor progress until next meeting
80
Q

The 3 U’s

A
  • Unaware
  • Unable
  • Unwilling
81
Q

Progressive discipline (5)

A
  1. Verbal
  2. Written
  3. Suspension
  4. Fines
  5. Termination
82
Q

Critiquing, when done correctly falls under the same category as

A

Constructive criticism

83
Q

5 step format for critiquing

A
  1. Begin positive
  2. Criticize the act, not the person
  3. Clearly explain what you want
  4. Develop a solution together
  5. End on a positive note
84
Q

Placing the performance issue between two compliments

A

The Sandwich technique

85
Q

One of the most dangerous, destructive and counter productive act an individual or group can do

A

Freelancing

86
Q

When acting in a way that contradicts a septs SOPs without being assigned to that task

A

Freelancing

87
Q

Many times this is the result of poor communication

A

Freelancing

88
Q

Freelancing can be prevented by taking the following 7 actions

A
  • Train
  • Follow up in writing
  • Give clear directions
  • Openly delegate tasks
  • Track you personnel
  • Hold people accountable for actions
  • Communicate your expectations regularly
89
Q

Best way to train new officers

A

Mentorship program

90
Q

Mentorship program can be specifically designed for many purposes (7)

A
  • Educate and prepare new hires
  • Instill the right values and improve the attitude and performance
  • Preserve rich history and tradition
  • Provide a program, standard, and mechanism for evaluation of specific members
  • Encourage all members to be proactive in developing the team
  • Increase confidence levels
  • Increase moral
91
Q

Critical step in developing a mentorship program

A

Admit that you alone do not determine your septs success

92
Q

Qualities of a good mentor (13)

A
  • Experienced
  • Goal oriented
  • Calm
  • Caring
  • Positive
  • Honest
  • Strong communication abilities
  • Available on a daily bases
  • Above average training, coaching, concealing skills
  • History of strong work ethic
  • Belief in the mentorship program
  • Ability to relate and respect others
  • Good understanding of the goals of the org
93
Q

Number of individuals a person can mentor

A

Between 1 and 5

94
Q

What to look for in a mentee (8)

A
  1. Eager to grow
  2. Willing to invest time
  3. A positive attitude
  4. Respectful
  5. Purposeful
  6. Confident (least important of the 8)
  7. Loyal
  8. Willing to be accountable
95
Q

Zig Ziglar said loyalty is

A

Number one key to success

96
Q

How to mentor (6)

A
  1. Choose your mentees
  2. Begin the connecting process
  3. Begin to quip them
  4. Enable them
  5. Encourage them
  6. Inspire and encourage them to be self motivated
97
Q

First rule of mentoring cannot be overlooked ..

A

Begin with the end in mind

98
Q

This is offered when personal issues affect an individuals work performance

A

Counseling

99
Q

Number one cause of low moral

A

When people have to drag dead weight

100
Q

8 proven steps a leader can take to improve low moral

A
  1. Praise often and in public
  2. Set goals
  3. Lead by example
  4. Don’t be a micromanager
  5. Eliminate problems quickly (gossip/rumors)
  6. Encourage promotion and help members advance
  7. Instill team spirit
  8. Be consistent and fair
101
Q

3 top reason a person works

A
  • Money
  • Security
  • Self-esteem
102
Q

Praise and recognition fulfill the basic human needs to feel … (3)

A
  • Accepted
  • Valuable
  • Appreciated
103
Q

Two most underused words in corporate America

A

Thank You

104
Q

Two ways to show appreciation

A
  • Acknowledge deserving accomplishments early

- Establish a time, place, and more formal method for acknowledging those who perform at a high level

105
Q

Two main ways in which performance evaluations can benefit a team

A
  • Gives an opportunity to express appreciation

- Help ensure accountability

106
Q

7 strategies for shortening meetings

A
  1. Start on time
  2. Don’t sit down
  3. Be prepared
  4. Be clear and specific
  5. Stick to agenda
  6. Separate and subjugate
  7. Never end late
107
Q

5 step outline for program development and a format for administrative tasks
P-R-DIE

A 
P = Plan
R = Research
D = Develop
I = Implement
E = Evaluate
108
Q

An effective SOP includes the following sections (3)

A
  • Purpose
  • Scope
  • Procedures/Guidelines
109
Q

Ways to inform the public of a new program (5)

A
  • Local paper
  • Local TV
  • Brochures mailed to residents
  • Internet
  • Community notification channel on TV and in handouts in school
110
Q

RER

A 
R = Review
E = Evaluate
R = Revise
111
Q

Number one and number two fears in America

A 
1 = Public speaking
2 = Death
112
Q

Subconscious aspects of an oral interview (3)

A
  • Voice
  • Body language
  • Appearance
113
Q

Types of nonverbal communications:

  • Frown
  • Raised eyebrows
  • Hand to cheek
  • Inability to make eye contact
  • Touching/rubbing nose
  • Covering mouth
  • Pinching bridge of nose
  • Clearing throat
A
  • Frown = Displeasure or confusion
  • Raised eyebrows = Fear, envy, disbelief
  • Hand to cheek = nervous, critical, pondering, listening intently
  • Inability to make eye contact = hiding
  • Touching/rubbing nose = doubt
  • Covering mouth = hiding
  • Pinching bridge of nose = self-conflict
  • Clearing throat (more than once) = anxious, apprehensive
114
Q

8 Tip to delivering a message in a confident and professional manner

A
  • Speak clearly and naturally
  • Dont shout or whisper
  • Dont rush words or talk slowly
  • Don’t be flashy
  • Keep hand movements to a minimum
  • Make eye contact (projects confidence)
  • Avoid nervous body movements
  • Dont ramble
115
Q

First thing to do if wanting to advance in a career

A

Identify the reason(s) why then Practice, practice, practice

116
Q

Best way to rehearse for a presentation

A

Video or audiotyping yourself practicing

117
Q

Simple ritual to help prepare for a presentation in the days leading up to (4)

A
  1. Study the topic
  2. Practice delivery
  3. Make adjustments
  4. Repeat steps 1, 2, 3
118
Q

When in charge of a fire scene two things must be done well

A
  • Give precise directions

- Listen

119
Q

When on the fire scene everyone, including the IC should spend ___% of their time listening and ___% of the time talking

A
  • 80%

- 20%

120
Q

You shouldn’t begin on the training ground until you end …

A

On paper

121
Q

An essential aspect of emergency services

A

Report writing

122
Q

Causes of poor report writing (3)

A
  • Lack of training
  • Lack of understanding of what a good report consists of
  • Poor writing skills
123
Q

Why report writing is serious business

A

Liability

124
Q

Reports are written for two reasons

A
  • To educate people not at the incident

- To help recall incident specifics

125
Q

11 headings of structure fire narrative

A
  1. En route
  2. Establish command
  3. Size-up factors
  4. Initial radio report (IRR)
  5. Resources requested
  6. Incident command system
  7. Strategies and tactics
  8. Problems encountered
  9. Under control
  10. Transfer or termination of command
  11. Additional info
126
Q

Goal of a fire service professional can be summed up in four words

A

Do your job right

127
Q

Goal of a report can be summed up in two words

A

Prove it

128
Q

Greatest challenge a fire service leader will encounter is acknowledging

A

That few organizations have to combine different philosophies that leaders implement to effectively manage unions and paramilitary organizations

129
Q

Next greatest challenge a fire service leader will encounter will be

A

The ability to develop the skills needed to manage both unions and paramilitary organizations

130
Q

Culture is created by

A

Design or default

131
Q

The individuals who have the greatest impact on organizations overall are

A

those at the top

132
Q

Fire officer plays a critical role in creating the right customer service culture by taking the following actions (5)

A
  • Provide leadership on what is acceptable and what is not
  • Set a good example for others
  • Clearly communicate the mission
  • Support the field members who are in direct contact with the customers
  • Publicly recognize outstanding effort
133
Q

Customer-KARE

A 
K = Knowledge
A = Attitude
R = Respect
E = Excellence
134
Q

The key to exceeding customer expectations

A

High-quality customer service

135
Q

An organizations ability to supply its customers wants and needs

A

Definition of customer service

136
Q

Customer service model (9)

A
  • Always be nice
  • Always provide the best possible service to customers
  • Regard everyone you come into contact with as a customer
  • Treat other the way you would would want other to treat you
  • Dont disqualify the customer with your personal qualifications
  • Consider how what you’re doing looks to others
  • Always work on improving your organizations customer service
  • Everyone in the organization plays a part
  • Don’t forget, to the customer you are the organization
137
Q

Golden rule of customer service

A

The customer is always right

138
Q

A great technique to deal with an upset customer

A

Feel, felt, found technique

139
Q

When dealing with the public, firefighters must be educated on the importance of (3)

A
  • Looking professional
  • Controlling their emotions/humor
  • Projecting confidence
140
Q

7 simple actions when dealing with customers

A
  1. Be friendly
  2. Make eye contact
  3. Give your full attention
  4. Say please and thank you
  5. Address adults as ma’am or sir
  6. Avoid confrontation
  7. Direct people with questions to your supervisor
141
Q

4 questions to ask yourself before participating in an activity or taking action

A
  • Is it legal, moral, ethical
  • Is it at my level of expertise/training
  • Does it align with the overall mission of my organization
  • Is it something my family would be proud of
142
Q

The majority of the problems of problems in life will be a direct result of

A

Ineffective or poor people kills

143
Q

Make sure dispatchers realize two things

A
  • How important they are

- How to do their job correctly

144
Q

The lifeblood of the firefighting profession

A

Customer service

145
Q

Public has been impressed with with 3 things the fire service has provided

A
  • Rapid response
  • Professionalism
  • Kind and caring service
146
Q

Every leader needs to understand that the purpose of his teams existence is the same

A

To serve

147
Q

Gary Vaynerchuk’s book “Crush It” Chapter 9 is titled, The Best Marketing Strategy Ever. Chapter consists of a single word

A

Care

148
Q

Way in which excellent customer service will benefit your org (6)

A
  • You will be known for your professionalism
  • You will develop a reputation for being able to turn negatives into positives
  • You will create a positive public image
  • You will gain community support
  • You will improve the moral of your org
  • You wil satisfy your customers
149
Q

Way in which poor customer service will affect you org (6)

A
  • You will produce negative press
  • You will increase the possibility of legal issues
  • You will see more disciplinary actions
  • You will see problems that didn’t exist before
  • You will find yourself with a bad reputation
  • You will decrease moral throughout the org
150
Q

6 examples of unacceptable customer service

A
  • Failure to provide the service you promised
  • Unpleasant surprises
  • Unrealistic customer expectations
  • Delayed response
  • Ignoring and/or minimizing the customers problem
  • Bad manners
151
Q

Ripple effect

A

One abgey customer will tell everyone he knows

152
Q

Types of unhappy customers (3)

A
  • Those that thrive on spreading the negative
  • Those who demand apologies
  • Those who you will never make happy
153
Q

The heart of great customer service

A

Respect

154
Q

The recognition book can serve several purposes (4)

A
  • Shows the members you value their efforts
  • Serves as an example of what your org considers outstanding behavior
  • Used as a reference to show other how much your customers appreciate your service
  • passed down over the years to show that your org has always focused on the right thing - Service
155
Q

More content is created on the internet every ___ hours than was created from the beginning of time until 2003

A

48 hours

156
Q

Rethink the name “social networking” and rebrand it to

A

“Public relations media”

157
Q

Tips for creating a website or social media page (4)

A
  • Identify your page objective
  • Limit the number of admins from 1-4
  • Dont post controversial content
  • Pass on important community news
158
Q

Public employees are not entitled to first amendment protection for speech arising from their official duties

A

just remember it

159
Q

Every adversity you and your team will ever encounter is either a ___ or an ___

A
  • Problem or an Opportunity

- Only diference is attitude

160
Q

The greatest revealer of character

A

Crisis

161
Q

5 components to making high pressure decisions

A
  1. Situational awareness
  2. Set a goal
  3. Risk vs. Reward
  4. Input from others
  5. Take action
162
Q

6 signs of for determining personal maturity

A
  1. Thankful for what they have and to be apart of the team
  2. Humble with the willingness to serve others
  3. Edifying, knowing how to encourage and iild up others
  4. Patient, understanding the concept of delayed gratification
  5. Skillful as a professional
  6. Well developed people skills
163
Q

Will ultimately determine how strong a leader you will become

A

Your dominate thought

164
Q

More important for the team to know the ___ rather than the ___

A
  • Why (fuels the team)

- How

165
Q

3 constant goals on the fireground

A
  • Protect life
  • Stabilize incident
  • Conserve property
166
Q

What makes a person or team successful

A

Setting and achieving goals

167
Q

For goals to be effective that must be ___ and ___

A

Attainable and Measurable

168
Q

Short range goals
Mid range goals
Long range goals

A

Short range goals = 30 days or fewer
Mid range goals = 30 days to 1 year
Long range goals = Longer than 1 year

169
Q

It takes ___ days to create a habit

A

30 days

170
Q

10 Goal setting tips

A
  1. Be decisive
  2. Stay focused
  3. Put it on paper
  4. Plan as a team
  5. Take action with specific intent
  6. Be encouraging
  7. Uphold integrity
  8. Suspend reality
  9. Reward your team
  10. Repeat the process
171
Q

When communicating a message remember the 3 C’s

A

Clear
Confident
Consistant

172
Q

When putting a goal on paper include (4)

A
  • Name of goal
  • Deadline
  • Priority of goal
  • How the goal will be measured
173
Q

Trust breakers (6)

A
  • Lying
  • Breaking promises
  • Spreading gossip
  • Being judgmental
  • Taking care of your own needs at the expense of others
  • Over promising and under delivering
174
Q

Trust builders (6)

A
  • Always be truthful
  • Keep your word
  • Under promise and over deliver
  • Being dependable
  • Not participating in negative conversations
  • Showing other that you care about their needs

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