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Assessment Center Prep > Structured Oral Interview Prep > Flashcards

Structured Oral Interview Prep Flashcards

1
Q

L.E.A.R.R.N.N

A 
Listen
Empathize
Apologize
React
Reassure
Now
Notify
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2
Q

S.L.I.I.D.D.N

A

Corrective Action Process

Stop the behavior
Level: Company or District? In Service or OOS?
Investigate: gather facts
Identify: identify findings of investigation
Develop a course of action
Document everything; investigation, discipline
Notification: notify all supervisors involved

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3
Q

S of SLIIDDN

A

Stop

Stop the incident or inappropriate behavior immediately

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4
Q

L of SLIIDDN

A

Level

Determine the level at which the incident should be handled: company or district? In service or OOS? If OOS notify dispatch and DC immediately.

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5
Q

1st I of SLIIDDN

A

Investigate

Document ALL facts ASAP; do not assume guilt or jump to conclusions. Interview witnesses, collect evidence, review files for previous offenses (pattern of behavior) to ensure adherence to progressive discipline.

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6
Q

2nd I in SLIIDDN

A

Identify

Interview employee and identify the findings of the complete investigation. Mgmt witness when necessary. Inform employee of right to union rep.

Identify if there was in fact a violation. Did the employee know? Identify any mitigating factors or extenuating circumstances.

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7
Q

1st D in SLIIDDN

A

Develop

Determine what you think is appropriate and develop a course of action.

attempt counseling/coaching before discipline for minor incidents

Develop a plan. Involve the employee in process. Obtain commitment to buy in. Set a time table for improvement and follow up. Put plan in writing. Sign.

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8
Q

2nd D in SLIIDDN

A

Document

Document even if the issue is successfully handled w/ counseling

Compete and accurate documentation shows alleged event actually happened and that it was dealt with in a reasonable and timely manner. Assist in determining penalty. Shows progressive nature CAP.

Document counseling/verbal reprimand in your personal files, not employees.

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9
Q

N of SLIIDDN

A

Notification

Notify all supervisors involved and DC as a professional courtesy.

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10
Q

PEAP Referral

A

Not considered corrective action but may be used to help employee modify behaviors that may lead to corrective action.

Provides confidential counseling designed to assist w/ personal, financial, or substance abuse issues

Referrals may be voluntary or mandated by supervisor/agency

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11
Q

Verbal Reprimand

A

Mildest form of corrective action

Absolutely cannot be in writing
Document in Co diary and your personal working file only
Notify DC

Can be stricken from upon written request after 1 yr w/o disciplinary action

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12
Q

Written Reprimand

A

2nd mildest form of corrective action.

Form-66s, copies given to employee, HR, supervisor, and FC.
Filed in employees personnel file

Can be removed upon written request after 2 yrs w/o disciplinary action

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13
Q

LEARRN

A 
Listen
Empathize 
Apologize
React
Reassure
Now
Notify
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14
Q

L or LEARRNN

A

Listen

Listen carefully to the customer

DO NOT interrupt or tell customer to calm down

Engage them and gather info regarding their issue or complaint

Gather contact info

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15
Q

E of LEARRNN

A

Empathize

Feel their pain

“I understand how you feel.”

Empathize, not sympathize

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16
Q

A of LEARRNN

A

Apologize

Apologize to the customer even if you are not part of the problem

“I’m sorry you had that experience.”

DO NO accept or assign blame

17
Q

1st R of LEARRNN

A

React

Decide what you will do to resolve the problem

Ask the individual what they would like done (formal complaint?)

Document and initiate F-273

18
Q

2nd R of LEARRNN

A

Reassure

Reassure the customer that the process is initiated and the complaint will be investigated and appropriate actions taken

DO NOT make commitments or promises to the customer in regards to outcome

Create action plan for follow up

19
Q

1st N of LEARRNN

A

Now

Do not delay, take immediate action

The longer the delay in the investigation and discipline process, the harder it will be to obtain factual information

The more expediently the complaint is handled, the more satisfactory outcome for the customer; and quicker action prevents further issues

20
Q

2nd N of LEARRNN

A

Notify

Notify the appropriate individuals

Forward F-273 to DC through channels

Notify supervisor or the individual or company the complaint is against

Verbally council if appropriate

21
Q

The key to solving day to day work problems?

A

Communication

Clear, constant, and consistent communication can prevent minor incidents from becoming major problems

22
Q

9 Official Reasons for Disciplinary Process

A 
Inefficiency 
Incompetency
Dishonesty
Insubordination 
Neglect of Duty
Failure of Good Behavior
Substance Abuse
Excessive Absenteeism
Violation of Civil Service Rules/Law/Ethics

Assessment Center Prep (2 decks)

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