Lesson 9

Question 1

2. The four-stage development model for becoming a cohesive team is:

forming, storming, norming, and performing.
storming, norming, forming, and performing.
performing, norming, forming, and storming.
norming, performing, storming, and forming.

Answer 1

forming, storming, norming, and performing.

Question 2

4. As a part of motivating and supporting their personnel, a company officer can empower their employees to help:

increase productivity.

establish positions within the unit.

retain their decision-making power.

take on more responsibilities for the organization.

Answer 2

increase productivity.**

Question 3

7. Reward and award programs are MOST critical to which type of fire and emergency organization?

Answer 3

Volunteer

Question 4

11. In the four-step method of counseling, the first step is to:

notify administration.

review personnel record.

describe current performance.

refer to employee assistance program

Answer 4

describe current performance. ***

Question 5

15. NFPA® 1021 uses the term management in conjunction with Level I and II Fire Officer responsibilities such as:

information, incident, and human resources.
administration, human resources, and budget.
incident, human resources, and new employee.
human resources, facilities, and legal jurisdiction.

Answer 5

information, incident, and human resources.

Question 6

16. The management function of coordinating tasks and resources to accomplish a units goal and objectives is referred to as:
    planning.
    directing.
    organizing.

controlling.

Answer 6

organizing

Question 7

17. Establishing and implementing mechanisms to ensure objectives are attained is referred to as the management function of:
    directing.
    planning.
    organizing.

controlling

Answer 7

Controlling **

Question 8

19. Which type of management function helps to determine in advance what an organization, group, or individual should do and how it will get done?

Planning

Delegating

Controlling

Formalizing

Answer 8

Planning

Question 9

21. Which of the following may be advisable when tracking the task progress of more complex tasks?

Standing plan

Single-use plan

Flow or PERT charts

Flow or SMART charts

Answer 9

Flow or PERT charts

Question 10

22. The first step in the planning model is to:

identify the problem that requires a response.
choose an appropriate response to meet the goals.
determine the steps necessary to meet the goals.
determine the effectiveness in meeting outcomes.

Answer 10

identify the problem that requires a response.

Question 11

What are the steps in the 5 step planning model?

Answer 11

Identify, select, design, implement, and evaluate.

Question 12

23. Which actions must a company officer take when encountering situations in which an organizations plans are inappropriate?

Make an immediate decision.

Ask subordinates for feedback.

Take plenty of time to make the decision.

Avoid documenting changes to save time.

Answer 12

Make an immediate decision.

Question 13

26. Which of the following BEST describes the advantage of assigning an experienced crew member as a mentor to a new employee?

Cuts down on the possibility of hazing

Helps to keep a close eye on new employees

Provides personal instruction and encouragement

Allows the fire chief to focus on other responsibilities

Answer 13

Provides personal instruction and encouragement *

Question 14

28. The BEST way to explain what is expected of new employees is:

to lead by example only.

in written form and to seek feedback.
by having a one-on-one conversation.
to read them out loud from a policy handbook.

Answer 14

in written form and to seek feedback.

Question 15

35. Which piece of legislation requires maintaining an accurate record of the hours the employees have worked?

Patriot Act

Fair Labor Standards Act

Workers’ Compensation Act

Freedom of Information Act

Answer 15

Fair Labor Standards Act

Question 16

40. Which style of conflict resolution is MOST likely to result in a lose-lose situation?

Forcing
Avoiding
Negotiating
Collaborating

Answer 16

Avoiding

Question 17

43. The fourth step in conflict resolution is:

determine alternative options.
classify or identify the problem.
determine or diagnose the problem.
test the action against the desired outcome.

Answer 17

determine alternative options.**

Question 18

The four step process of the conflict resolution model.

Answer 18

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

Question 19

45. An inconsistent application of the rules may lead to which of the following reasons for personnel breaking the rules?

Stress

Boredom

Ignorance

Resentment

Answer 19

Resentment

Question 20

47. An employees rights during corrective discipline are established by:

NFPA® 1072.

the fire department.

the supervising officer.

local policy or state/provincial laws.

Answer 20

local policy or state/provincial laws.***

Question 21

48. Progressive discipline begins with _____ to correct the first instance of violating a rule.

loss of pay

punitive action

an informal warning

training and education

Answer 21

training and education

Question 22

51. Which of the following is MOST likely to be the role of a company officer in disciplinary action?

Using preventative action

Writing a formal reprimand

Demoting involved personnel

Enforcing corrective measures

Answer 22

Using preventative action**

Question 23

57. Which of the following is considered one of the five general purposes for interpersonal communication?

Directing
Influencing
Translating
Overcoming

Answer 23

Influencing

Question 24

72. Memos and emails are considered to be:

confidential.
public record.
inappropriate.
legally undisclosable.

Answer 24

Public record

Question 25

73. Which of the following would typically be considered the MOST important reason for an organization to enforce an e-mail policy? Crew penalization Liability protection Behavior manipulation Personal content intrusion

Answer 25

Liability protection

Question 26

76. The first step in preparing a narrative report is to: establish the format. determine the purpose. decide the intended audience. limit the amount of professional jargon.

Answer 26

determine the purpose.****

Question 27

79. Which type of radio is normally operated at a jurisdictions telecommunications center but can be scaled down for incident command posts? Base radio Mobile radio Portable radio Repeater system

Answer 27

Base radio

Question 28

80. Which communication method is a radio-operated device that allows a station to transmit dispatch information, patient status updates, and other confidential messages? Fax machine Satellite Mobile data terminal Global positioning system

Answer 28

Mobile data terminal

Question 29

81. Communications ___ is considered MOST vital to implementation of the National Incident Management System (NIMS). relapse disruption spontaneity interoperability

Answer 29

interoperability

Question 30

83. ___ is considered one of the five Cs of radio communication. Criticism Capability Consistency Confrontation

Answer 30

Capability**

Question 31

89. Which of the following is MOST likely to help satisfy the intangible needs of internal customers? Company officers Friends and family A civil service process Labor/management agreements

Answer 31

Company officers

Question 32

91. Which method of customer service information gathering requires little effort or money? Active Passive Internal External

Answer 32

Passive

Question 33

93. Which of the following is the BEST reason for having a meeting for information-gathering purposes? Creates opportunity to find new customers Involves customers in a decision-making process Provides an opportunity to get an honest opinion Gets better information after an emergency response

Answer 33

Involves customers in a decision-making process

Question 34

94. What action comes after gathering customer service information? Information production Information solicitation Information interpretation Information dissemination

Answer 34

Information interpretation

Question 35

95. The process of monitoring the outcome of any changes made to customer service policy is called: informal monitoring. information gathering. information interpretation. service-delivery monitoring.

Answer 35

service-delivery monitoring.

Question 36

96. Which of the following is the BEST description of policies and procedures found in fire and emergency services organizations? A list of best practices for company-level training An organization’s mission statement and objectives An organization’s expectations based on models and plans An agreement between jurisdictions on fire service coverage

Answer 36

An organization’s expectations based on models and plans ****

Question 37

97. An organizations policies and procedures is MOST likely to also be known as: an honor code. mission objectives. fire codes and regulations. standard operating procedures

Answer 37

standard operating procedures.

Question 38

98. Which of the following BEST describes the process of making changes to policies and procedures? Policies and procedures cannot be altered. Changes must be drafted by a local governing authority. A company officer is authorized alter policies when needed. Organizations should have a process for evaluating the need for changes.

Answer 38

Organizations should have a process for evaluating the need for changes.

Question 39

99. Which of the following BEST describes the purpose of a fire and emergency service organizations policies? Provide a step-by-step outline for recurring problems Provide formal written guidelines needed for operation Demonstrate an organization’s broad mission objectives to the community Generate a plan to implement SOPs at the top level of management

Answer 39

Provide formal written guidelines needed for operation

Question 40

100. Which of the following BEST describes the goal of policy analysis in fire and emergency service organizations? Determines if policies are enforceable Demonstrates due diligence to administrators Disciplines subordinates for not following policy Focuses only on external customer needs and demands

Answer 40

Determines if policies are enforceable

Question 41

``` 20. Which type of plans include policies, procedures, and rules that are use frequently to manage the day-to-day emergency and non-emergency unit activities? Standing Strategic Single-use Contingency ```

Answer 41

Standing

Question 42

``` 24. A company officer should begin to train new employees according to local policies: when first offered the job. whenever time is available. once the probationary period is over. once the first duty assignment is given. ```

Answer 42

once the first duty assignment is given.

Question 43

37. When looking for potential signs of substance abuse, one symptom: is necessary for taking disciplinary action. requires an immediate intervention response. may not be enough to indicate substance abuse. will always indicate several other unseen symptoms.

Answer 43

may not be enough to indicate substance abuse.

Question 44

62. Assigning tasks and career counseling are actions BEST described as: nonverbal reinforcement of ideas. daily oral communication with the crew. critical analysis of information for accuracy. retention of information in short-term memory.

Answer 44

daily oral communication with the crew.

Question 45

63. The primary types of formal speeches and presentations for company officers include persuasive, instructional, and: simplistic. supportive. transitional. informative.

Answer 45

informative.

Question 46

65. B.Complex is better. Use redundancy. Use vague transitions. Build on the unfamiliar.

Answer 46

Use redundancy.

Question 47

70. Which of the following MOST accurately describes the purpose for outlining a document? It provides a motive for postponing training evolutions. It helps the writer establish the logical flow of the material. It provides a reason for removing smooth sentence transitions. It grants the writer permission to create overly long documents.

Answer 47

It helps the writer establish the logical flow of the material.

Question 48

71. Which of the following provides the MOST accurate, generally accepted guideline for developing a text? Write in a passive voice. Embrace jargon in the writing. Have someone else proofread the document. Avoid the use of appendices for additional information.

Answer 48

Have someone else proofread the document.

Question 49

77. C.Recommendation Progress Description Progress and justification

Answer 49

Progress

Question 50

38. What should be the first action a company officer takes before disciplining an employee about an absenteeism problem? Ask other employees about the situation. Create a list of possible disciplinary actions. Write and file a disciplinary report for the fire chief. Gather all information about incident from the employee.

Answer 50

Gather all information about incident from the employee.

Question 51

41. Which style of conflict resolution is MOST likely to focus on the best interests of the organization? Forcing Avoiding Negotiating Collaborating

Answer 51

Collaborating

Question 52

50. Which of the following sanctions are MOST likely to be the result of punitive action? A suspension An intervention A verbal warning A performance review

Answer 52

A suspension

Question 53

60. Which of the following listening components describes decoding a message and assigning meaning to it? Attending Evaluating Responding Understanding

Answer 53

Understanding

Question 54

59. Focusing on the speaker while ignoring any other distractions is a description of which listening component? Attending Evaluating Remembering Understanding

Answer 54

Attending

Question 55

61. ___ is the BEST description for critically analyzing information to determine how accurate it is. Attending Evaluating Responding Understanding

Answer 55

Evaluating

Question 56

69. The first step that a company officer should follow in writing any document is to determine: audience, scope, and purpose. verbal and nonverbal components. sender, feedback, and interference. accuracy and clarity of language used.

Answer 56

audience, scope, and purpose.

Question 57

75. A department’s official letters should be: non-reader-focused. sent only via courier. reviewed for accuracy. professional but slightly flawed.

Answer 57

reviewed for accuracy.

Question 58

85. Which of the following BEST describes the bottom line of customer service in emergency service organizations? Profit or loss of business Recognition from local governing body Highest rating from U.S. Fire administration Customer satisfaction and value to community

Answer 58

Customer satisfaction and value to community