3rd Edition Chapter 12 Handling Problems, Conflicts, and Mistakes

Question 1

The difference between a current situation and the desired situation?

Answer 1

Problem

Question 2

Decisions should always be guided by what?

Answer 2

Organizational values, guidelines, policies, and procedures

Question 3

Designed to identify and evaluate the realistic potential solutions to a problem and determine the best decision?

Answer 3

Problem Solving Techniques

Question 4

An expression of grief, regret, pain, censure, or resentment; A lamentation; An accusation; or fault finding. Often a manifestation of a conflict?

Answer 4

Complaint

Question 5

A state of opposition between two parties?

Answer 5

Conflict

Question 6

An error or fault resulting from bad judgment, deficient knowledge, or carelessness. Also a misconception or misunderstanding?

Answer 6

Mistake

Question 7

The types of problems that a fire officer could be expected to encounter can be divided into four categories?

Answer 7

1. In-house Issues
2. Internal Departmental Issues
3. External Issues
4. High-Profile Incidents

Question 8

External issues require the fire officer to perform one additional task early in the conflict resolution process?

Answer 8

Making sure that the fire officer’s supervisor is not surprised

Question 9

What are the 5 steps recommended for a systematic approach to high quality decision making?

Answer 9

1. Define the Problem
2. Generate Alternative Solutions
3. Select a Solution
4. Implement the Solution
5. Evaluate the Result

Question 10

A method of shared problem solving in which all members of a group spontaneously contribute ideas?

Answer 10

Brainstorming

Question 11

Often the most challenging aspect of problem solving, particularly if it requires the coordinated involvement of many different people?

Answer 11

Implementation Phase

Question 12

What are the four different types of internal conflict situations that a fire officer may face?

Answer 12

1. A co-worker (or co-workers)
2. The work environment, including the fire station, apparatus, or equipment
3. A fire department policy or procedure
4. The fire officers own behavior, decisions, or actions

Question 13

A basic approach that can be used in situations where interpersonal conflict is the primary problem or a complicating factor?

Answer 13

Conflict Resolution Model

Question 14

What are the steps of the Conflict Resolution Model?

Answer 14

1. Listen and Take Detailed Notes
2. Active Listening
3. Paraphrase and Receive Feedback
4. Do Not Explain or Excuse

Question 15

The first phase of the conflict management template is to obtain as much information as possible about the problem?

Answer 15

Listen and Take Detailed Notes

Question 16

The conscious process of securing all kinds of information through a combination and listening and observing?

Answer 16

Engaged or Active Listening

Question 17

Paraphrasing the issue and receiving feedback from the complainant accomplishes two goals?

Answer 17

1. The fire officer finishes this phase with a good understanding of the issue from the complainant’s perspective
2. The complainant feels that the fire officer really listened

Question 18

A detailed inquiry or systematic examination?

Answer 18

Investigation

Question 19

A complete investigative report has three objectives?

Answer 19

1. The report must first identify and clearly explain the issues

Question 20

Once the investigation is completed, the fire officer presents the findings and recommended actions to a supervisor at a higher level. What are the four possible responses once the investigation is completed?

Answer 20

1. Take no further action

Question 21

Michael Taigman, provides a conflict resolution model that is especially effective when emotions are high. The model follows four steps?

Answer 21

1. The report must first identify and clearly explain the issues
2. The report should then provide a complete, impartial, and factual presentation of the background information and relevant facts
3. The conclusion should be a recommended action plan, which is based on and supported by the information

Question 22

What are the 3 different types of complaints that a fire officer may receive from a citizen?

Answer 22

1. Take no further action
2. Recommend the action requested by the complainant
3. Suggest an alternative solution
4. Refer the issue to the office or person who can provide a remedy

Question 23

Fixes problems, straightens out procedural glitches, corrects errors of omission (or commission), and provides information. Borrowed from the retail business world?

Answer 23

Customer Service

Question 24

Focuses on meeting the customer’s expectations?

Answer 24

Customer Satisfaction