Co Study Guide Ch. 8-9

Front 1

Documents are written to do all of the following except:

Back 1

a. inform

b. educate

c. enlighten

D. Entertain.

Front 2

The first step in writing any document is to:

Back 2

determine the audience, scope and purpose

Front 3

The scope of the document is:

Back 3

The subject or topic and how broad or narrow the coverage of it is.

Front 4

Which of the following is the purpose of a document

Back 4

The reason why the document is being written

Front 5

An outline includes all of the following EXCEPT:

Back 5

a. body

B. Heading

c. introduction

d. conclusion

Front 6

The introduction tells the reader what the topic of the document is through the:

Back 6

thesis statement.

Front 7

Which part of an outline summarizes the main points of the document?

Back 7

Conclusion

Front 8

When writing a document, each paragraph needs a(n) ___ sentence.

Back 8

topic

Front 9

The average paragraph is ___ words long.

Back 9

75-125

Front 10

Tying paragraphs together with ___ helps maintain the flow and rhythm of a document.

Back 10

transitions

Front 11

Which of the following paragraph transitions shows contrast or qualification?

Back 11

however

Front 12

Which of the following paragraph transitions shows cause and effect?

Back 12

accordingly

Front 13

When developing the text of a document

Back 13

be clear.

Front 14

Which of the following statements about text development is MOST accurate?

Back 14

Use parallel structure.

Front 15

Which of the following statements about a memo is LEAST accurate?

Back 15

A. It is usually handwritten.

b. it provides a chain of communication

c. it commits the writer to a certain course of action.

d. it is a quick and simple way to transmit a message within an organization.

Front 16

An email policy is important for an organization for all of the following reasons EXCEPT:

Back 16

a. efficeincy

b. professionalism

c. liability protection

D. Organizational value.

Front 17

Emails and memos should:

Back 17

accomplish a task.

Front 18

The ___ of the memo or email exceeds the actual message.

Back 18

value

Front 19

when proofing a memo or email check:

Back 19

that the format is consistent

Front 20

Which of the following statements about the content of a memo or email is MOST accurate?

Back 20

Delegate memo or email writing to someone who can write effectively.

Front 21

Which form of communication is used with those outside the organization?

Back 21

letters

Front 22

Which of the following is the accepted format for most business letters?

Back 22

Heading, opening, body, closing.

Front 23

The date and salutation are included in the ___ of a letter.

Back 23

opening

Front 24

The ___ of a letter contains th message.

Back 24

body

Front 25

Which type of letter gives a rejection notice?

Back 25

Denial

Front 26

Which type of letter convinces the reader to follow a desired course of action?

Back 26

Persuasion

Front 27

Which of the following considerations about writing letters is MOST accurate?

Back 27

Make the letter personal when possible.

Front 28

which of the following statements about preparing a press release is least accurate?

Back 28

write paragraphs that are six to eight sentences in length.

Front 29

Besides memos and emails, ___ constitute the bulk of the writing produced by most company officers.

Back 29

reports

Front 30

Which type of report is completed on a daily basis and includes incident report and injury reports?

Back 30

form based reports

Front 31

Narrative reports are written in ___ form.

Back 31

essay

Front 32

Which type of narrative report provides an overview of the current status of a project?

Back 32

Progress report

Front 33

A budget request is an example of a ___ report.

Back 33

justification

Front 34

Narrative reports should include citations:

Back 34

in the footnotes.

Front 35

An executive summary is an ___ of a report, a technical paper, bid specs, or an analysis.

Back 35

brief review

Front 36

Which of the following statements about an executive summary is least accurate?

Back 36

Is should be no less than two pages in length.

Front 37

Which of the following outlines activities for a meeting or event?

Back 37

Agenda

Front 38

Which of the following is an accurate record of the topics covered, decisions made, and assignments given during meetings?

Back 38

minutes

Front 39

Minutes include all of the following EXCEPT:

Back 39

a. new business

b. names of attendees

C. length of time spent on each subject

d. date, time, and location for next meeting.

Front 40

Which of the following statements about meeting minutes is most accurate?

Back 40

minutes are required for every type of meeting

Front 41

The format for a policies and procedures manual usually includes:

Back 41

a purpose statement

Front 42

Each page of a policy and procedure manual includes all of the following except:

Back 42

a. dates

b. subject

C. Original

d. forms used

Front 43

Which part of a policy and procedures page includes the procedure number that is being replaced?

Back 43

supersedes

Front 44

Revised policies and procedures are distributed:

Back 44

immediately

Front 45

Which of the following defines the needs of the department or organization and allows manufacturers or distributers to decide if they can meet a bid?

Back 45

requests for proposals

Front 46

Which of the following includes the specific equipment requirements of the department plus legal requirements of the finance or purchasing officer?

Back 46

Bid specifications

Front 47

After writing a request for proposal, the selection of bidders may be:

Back 47

based on a documented history of contract violations.

Front 48

Legal requirements, called ___ are required in all bid specifications.

Back 48

boilerplate

Front 49

Which of the following statements about bid specifications is most accurate?

Back 49

Vague or general bid specs can lead to legal action by unsuccessful bidders.

Front 50

Bid specifications usually have to be approved by the:

Back 50

finance or purchasing officer.

Front 51

Which of the following is NOT an administrative function performed by company officers?

Back 51

a. providing customer service

b. administering policies and procedures

C. Writing and administering contracts

d. preparing or assisting in the preparation of the organization's budget.

Front 52

People who use and consume a product or service are called:

Back 52

customers

Front 53

In the public sector, the bottom line is:

Back 53

The level of customer service provided.

Front 54

In the public sector, knowing the customer's ___ determine the types of services that must be provided and the quality of those services.

Back 54

wants and needs

Front 55

In order to understand the basic concept of customer service, CO's must be able to do all of the following except:

Back 55

keep an eye on the profit and loss of the organization.

Front 56

Which type of customer includes employees and members of the organization?

Back 56

Internal customers

Front 57

Which type of customer includes members of the general populations within the service area?

Back 57

External customers

Front 58

Which type of customer includes members of the political body who govern the organization?

Back 58

stakeholders

Front 59

The composition of internal customers can be determined by:

Back 59

using an internal survey.

Front 60

Which of the following statements about external customers is most accurate?

Back 60

External customers include the people responsible for providing the majority of the funds needed to operate the org.

Front 61

The needs, wants and desires of people:

Back 61

vary from day to day

Front 62

Which of the following is a want of internal customers?

Back 62

Safe work enviroment

Front 63

Keeping pace with the ___ of the service area will ensure that external customers needs are fulfilled.

Back 63

demographics

Front 64

Who is responsible for responding to the complaints and requests of constituents?

Back 64

stakeholders

Front 65

If the fire and emergency services fail to provide the service needs of the public, who is perceived to be unable to manage the org?

Back 65

stakeholders

Front 66

In cases of political crisis, stakeholders can change the fire and emergency services org by:

Back 66

changing the organization's responsibilities.

Front 67

Which of the following is NOT a good way to gather information on the needs/wants/desires of customers?

Back 67

Waiting for customers to express a need, want or desire.

Front 68

Which of the following is NOT a way in which customer surveys can be conducted?

Back 68

a. by hand at shopping centers

b. by mail with customer utility bills

C. by phone by on duty personnel

d. through post incident service evaluation cards.

Front 69

Which of the following is a benefit of customer surveys?

Back 69

Customer surveys are relatively inexpensive to develop.

Front 70

Which of the following is a limitation of customer surveys?

Back 70

Customer surveys usually limit the response to the questions listed on them.

Front 71

After gathering customer's needs/wants/desires, what is the first step in interpreting that info?

Back 71

Analyze the info and separate realistic needs from wants and desires.

Front 72

To determine the success or failure of any change in service made as a result of customer needs, the change should be monitored for:

Back 72

the life of the change

Front 73

Which of the following is NOT a way in which changes based on customer needs can be monitored?

Back 73

customer needs surveys

Front 74

For the effective and efficient operation of any fire and emergency services organization, ___ are essential.

Back 74

written policies and procedures.

Front 75

Policies and procedures are ___ monitored for effectiveness.

Back 75

continually

Front 76

A ___ is a guide to decision making within an organization.

Back 76

policy

Front 77

Policies originate with:

Back 77

top management

Front 78

Which of the following is the company officer's duty regarding policies?

Back 78

To understand and apply policies fairly, consistently and with discretion.

Front 79

a policy ___ determines whether current policies are effective and enforceable.

Back 79

analysis

Front 80

which of the following statements about unwritten policies is LEAST accurate?

Back 80

unwritten policies have no force in settling grievances.

Front 81

A ___ is a detailed plan of action.

Back 81

procedure

Front 82

Procedures are better developed

Back 82

at the company officer level.

Front 83

Which of the following is an indication that a policy or procedure needs to be changed?

Back 83

Injuries caused due to a failure of the policy or procedure.

Front 84

What is the first step when a policy or procedure must be revised?

Back 84

Define the problem.

Front 85

When revising a policy or procedure, how many solutions should be developed?

Back 85

two

Front 86

Responsibility for the monitoring of all policies and procedures rests with the ___ of the organization.

Back 86

chief officers

Front 87

Which of the following are based upon the authority delegated to the fire officer to implement organizational policies and procedures?

Back 87

orders

Front 88

Which of the following are NOT based on a policy or procedure?

Back 88

directives

Front 89

What is the difference between an order and a directive?

Back 89

Orders are mandatory, directives are not.

Front 90

Which of the following statements about budgets is MOSt accurate?

Back 90

Funding for career fire and emergency services organizations comes from tax revenues and fees for services.

Front 91

Which of the following is the definition of a budget system?

Back 91

A model or format to which a budget process conforms.

Front 92

Which budget system consists of lists of revenue sources and proposed expenditures for the budget cycle?

Back 92

Line item budgeting

Front 93

Which budget system requires all expenditures to be justified at the beginning of each budget cycle?

Back 93

Zero based budgeting

Front 94

Which budget system involves a variety of independent units assigned to a limited duration project?

Back 94

Matrix budgeting

Front 95

Which type of budget includes projected major purchases?

Back 95

Capital budget

Front 96

which type of budget is used to pay for the recurring expenses of day to day operations?

Back 96

Operating budget

Front 97

A capital budget includes:

Back 97

fire apparatus and vehicles

Front 98

An operating budget includes:

Back 98

fuel for apparatus and vehicles

Front 99

The largest single item in the operating budget of most career organizations is:

Back 99

Personnel costs

Front 100

Which tax revenues are taxes levied against the owner of real or personal property?

Back 100

Property taxes.

Front 101

which tax revenues are taxes levied by a state or city on the retail price of an item?

Back 101

Sales taxes.

Front 102

Which tax revenues are monies collected to support services?

Back 102

Fees

Front 103

Trust funds are funds that are derived from:

Back 103

donations and gifts.

Front 104

which types of trusts are funds from which both income and capital may be expended?

Back 104

Long term trusts

Front 105

Government owned utilities and hospitals are ordinarily accounted for by:

Back 105

enterprise funds.

Front 106

Which revenue sources are accounts that receive a specified amount of revenue that will be used in the future to pay off a jurisdiction's indebtedness?

Back 106

Sinking funds

Front 107

A ___ is a promise to repay the principal along with interest on a specified date.

Back 107

bond

Front 108

The federal government, states/provinces, and many other types of institutions sell ___ to fund programs and projects.

Back 108

bonds.

Front 109

Fire and emergency services organizations can supplement their budgets through government grants from organizations such as:

Back 109

USFA

Front 110

What types of grants make funding available for defined purposes with minimum conditions?

Back 110

Block grants

Front 111

Which of the following is a drawback to fundraisers used by fire and emergency services organizations?

Back 111

Tactics used to sell tickets to cosponsored events may result in negative responses from the public.

Front 112

Which of the following is NOT someone who works with CO's to create an annual budget?

Back 112

State representatives

Front 113

Which of the following is the first step of the budget process?

Back 113

Planning

Front 114

The budget process begins in earnest ___ before the end of the current fiscal year.

Back 114

3-5 months

Front 115

What type of spending includes mandated purchases or costs?

Back 115

Fixed cost spending

Front 116

which type of spending occurs after fixed costs are paid?

Back 116

Discretionary spending

Front 117

Budget requests should NOT be:

Back 117

inflated

Front 118

Justifying a budget request requires documentation and supporting evidence that proves to ___ that the request is valid.

Back 118

even the most casual listener.

Front 119

When preparing a budget, the budget should go through:

Back 119

an internal and external review

Front 120

Once the budget has been approved and adopted, it should go through the ___ process.

Back 120

implementation

Front 121

A budget must be ___ to determine its effectiveness

Back 121

monitored

Front 122

which of the following is a reason why budgets may be revised?

Back 122

Increase in operating costs.