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286 Cards in this Set

  • Front
  • Back
As a function of a co. officer as a supervisor they do not have to do this
Develop human resources procedures
Providing a safe work environment is a responsibility a co. officer has to whom?
Subordinates
What can help a new co. officer overcome personal challenges?
Supporting professional education and training
As a subordinate, a co. officer is expected to?
Execute the orders of superior officers
An internal expectation that may be difficult to overcome is?
Abusing power and confusing rank with respect
What is a human resources management duty listed in NFPA 1021 as a duty performed by a Level 1 Fire Officer?
Provide co. level training activities
What is an inspection and investigation duty listed in NFPA 1021 as a duty performed by a Level II Fire Officer?
Conduct a preliminary investigation of a fire scene
What is an emergency service delivery duty listed in NFPA 1021 as a duty performed by a Level I Fire Officer?
Inspect all potential hazardous sites within the unit's response area
What is a health and safety duty listed in NFPA 1021 as a duty performed by a Level II Fire Officer?
Analyze unit accident and injury reports and recommend steps to prevent reoccurrence
The crew's perceptions of a new co. officer are?
Subjective
What is NOT a role of the co. officer as a public servant?
Providing home inspections
What is an administrative duty listed in NFPA 1021 as a duty performed by a Level II Fire Officer?
Develop policies and procedures that result in the efficient and effective use of resources
The purpose of the social change model is?
To make changes for the betterment of others through leadership
What is the possession of control, authority, or influence over others?
Power
In the social change model, What is a critical value the individual should learn?
Commitment
What is the difference between a manager and a leader?
Managers are copies; leaders are originals
A Theory X leader believes?
The average worker is inherently lazy
What is a disadvantage of the path goal theory?
The leader must be extremely accurate in using good judgment to determine the appropriate leadership style
A Level _____ leader is a person who builds enduring greatness through a paradoxical blend of personal humility and professional willpower?
5
Which leadership theory focuses on value driven leadership and proactively living one's own life versus enduring a reactive life?
Principle centered leadership theory
what behavioral leadership style compares the degree of job structure to the degree of employee consideration?
Two dimensional leadership style
what of the following is a trait that often makes a person an effective leader?
Integrity
A _________ leader is concerned with getting work accomplished while considering the welfare and happiness of members of the unit?
Balanced
A _________ leader tells subordinates what to do and how to do it with little or no input from them?
Autocratic
What is NOT a necessary attribute to achieve command presence?
Humility
Suspension without pay is a form of _________ power?
coercive
A _________ leader inspires follower loyalty and creates an enthusiastic vision that others work to attain?
charismatic
A contributing team member is a Level _____ leader?
2
A balanced leader?
Uses various leadership styles based on different situations
the alpha leadership model is a relationship between which of the following elements?
Leader, followers, system, and goal
A good leader builds what?
builds trust
What characteristic distinguishes a level 5 leader from the other levels?
Diligence to ensure organizational success
Once a co. officer has determined which characteristics he or she is lacking, What is NOT a path of improvement?
Personality profiles
what is the act of directing, overseeing, or controlling the activities and behavior of employees who are assigned to a particular supervisor?
Supervising
What is the difference between a model and a theory?
Models have been proven through application
what is a basic concept of Theory Z?
Creating a close relationship between work and social life
what behavioral leadership style includes autocratic, democratic, and laissez faire categories?
Basic leadership style
What are the 3 types of power?
1. Coercive
2. Identification
3. Reward
In the ______ theory, a leader determines the best of four styles to use in influencing members in the accomplishment of the unit's goals and objectives?
path-goal
In the situational leadership model, the leader's style is matched to the ______ of the members of the unit?
Maturity
What are the four readiness levels of the situational leadership model?
Telling, selling, participating, and delegating
what is the least appropriate way for co. officers to communicate their goals and objectives?
By passing word through the grapevine
what is a basic principle in the team building process?
Be sensitive to the diverse nature of the team and understand the cultural background of each member
If Change does not occur after an employee has been counseled:?
Subsequent counseling sessions may be required
In general, which is the lowest priority in the fire and emergency services for the co. officer?
Station duties
what responsibilities of the co. officer ensures an efficient and stable unit?
Promote and maintain health and safety policies within the workplace
what methods of creating job interest is a process used to prepare capable individuals for advancement within the organization through the direction of a positive role model?
Mentoring
what includes the processes of directing, overseeing, and controlling the activities of other individuals?
Supervision
what is not a basic principle in the team building process?
Have infrequent meeting with the team to allow them more time to work together
Counseling employees should?
take place in private
At which stage in becoming an effective team does the group become a true team with leadership shared by all members?
Performing
Direct preparation for emergency response includes?
training and drilling as a team
A co. officer must be able to establish objectives that are?
clearly stated
what is a group of people with the common purpose of completing specific objectives within the organization?
Workgroup
Essential to meeting all challenges is?
the establishment of priorities
what methods works well in involving employees in establishing goals and objectives in emergency situations?
Delegating tasks
When the first sign of a personnel problem arises, the co. officer must be able to respond in a ________ manner?
proactive
In the _______ stage of becoming an effective team, the group establishes its norms and values that each member accepts and adheres to?
norming
Which of the following is a way in which fire officers can reward employees?
Make public acknowledgements of accomplishments
What is a way to create job interest within a unit?
Empowering, coaching and rewarding employees
What are challenges that are common to most supervisory positions?
Establishing goals and objectives, creating job interest, and providing a good example
what method of creating job interest allows subordinates to take responsibility for their actions and decisions?
Empowering employees
According to Robert Hamm, what are 3 rules for delegating tasks?
1. Remain relaxed when delegating a task
2. Allow for mistakes
3. State assignments clearly and concisely
In the _____ stage of becoming an effective team, conflict may result?
Storming
What are 3 questions to determine if a fire and emergency servs. decision is ethically sound?
1. Is the decision based on well analyzed facts?
2. Will the decision build strong internal and external relationships?
3. Is the decision based on ethical values?
Why does the Abiliene Paradox exist?
Members fear their opinion is flawed
Deductive reasoning is usually developed in the form of a ?
syllogism
Crating an ethical culture requires the creation of an ethics program that includes?
a written code of ethics or ethics policy
Many decisions can be difficult because of?
personal barriers
External barriers include?
lack of resources
what is a question to determine if a decision is ethical?
Is it the truth?
Decisions are usually?
Generic or exceptional
Fear is a __________ barrier?
psychological
what is a cause of unethical behavior in in individuals?
Self esteem
When a person is faced with making a decision, it is essential to apply logic in the form of ______ to arrive at a decision?
Reasoning
what is a process that is based on the relationship between two or more events in such a way that it is obvious one caused the other to occur?
Causal reasoning
The Abilene Paradox explains?
why members of a group may go along with a decision even when they believe it to be a bad one
The key to effective causal arguments is to?
establish a factual, direct link between the cause and the effect
what is the ability to reason or present a strong argument in favor of or against a position?
Logic
what is a cause of unethical behavior in orgs?
Bottom line mentality
What are three symptoms of the Abilene Paradox?
Group members agree in private, but fail to communicate
Group members fail to communicate and make counterproductive decisions
Group members become frustrated by poor decisions
What are three basic components of ethics?
How people justify unethical conduct
Origins of personal ethics of individuals
Causes of unethical conduct
A fallacy is?
False or fallacious reasoning without sufficient supporting evidence
The barrier of ego or self esteem can be controlled through?
seeking professional counseling
what is the first step of the decision making process?
Classify the problem
After determining the best response, the decision should be?
acted upon
What type of fallacy makes a faulty connection between the cause and effect?
Causal
The term ethics mean?
the principle that is used to determine correct and proper behavior
When dealing with an ethical dilemma, a co. officer must first?
recognize and define the situation
The best response to a decision?
fully and completely corrects the problem
The responsibility for the development of an ethical culture within the org. belongs to?
everyone in the org.
what is based on a comparison between two similar cases?
Analogical reasoning
A proponent of a new library says that "There are those who don't care if children read." This is an example of which type of fallacy?
Straw man
Where ethical conduct is concerned, co. officers must remember that?
society expects a higher level of ethical conduct from members of the fire and emergency services
what is the primary source of ethics and ethical behavior?
Family
The ________ decision making model is usually applied to decisions that have the potential for high risk or uncertain outcomes?
rational
The Abilene Paradox can be overcome by?
open communication
what is essential to the inductive reasoning approach to decision making?
Documentation
Ethics and ethical behavior are ________ traits?
learned
In order to apply the decision making process, a co. officer must gauge the ______ of the unit?
morale
Analogical reasoning is usually found in the _____ type of speech?
persuasive
what type of fallacy makes an argument or conclusion that is based on insufficient or non existent evidence?
Hasty generalization
When applying the decision making process, what are three questions that must be answered?
Is the decision within the authority of the co. officer?
Is there sufficient info to make an informed dec.?
Is the problem worth the effort?
The statement, Everyone is going so you should let me go too, is an example of which type of fallacy?
Bandwagon
what is a process that arrives at a general conclusion based on a foundation of specific examples or data?
Inductive reasoning
what is a type of psychological barrier?
Lack of trust in one's ability
what is a process of reaching a specific conclusion based on a general statement or principle?
Deductive reasoning
After the problem has been classified and defined?
Various responses must be determined
what is the doctrine that the federal, state, or local government is immune to lawsuit unless it gives its consent?
Sovereign immunity
the standard of care says that an EMT is responsible for the standard that a _________ would be expected to meet?
Reasonable, prudent and careful EMT
what statements about ADA regulations is least accurate?
Public accommodations must comply with ADA regulations regardless of cost
what is not important for co officer's to be familiar with?
Other countries laws, standards, and regulations
what is a rule of conduct or procedure established by custom, agreement, or authority?
Law
ADA regulations in employment only apply to organizations with __________ employees?
15 or more full time
what is any overt, unwanted, or unwelcome sexual behavior or advance?
Quid pro quo
The Civil Rights Act eliminates discrimination due to?
Color
religion
race
what is the definition of tort?
A civil wrong or injury
what types of laws are based on tradition, custom, usage, and decisions of the judicial courts within a particular country, society, or culture?
Common laws
Affirmative action means that?
standards for recruitment must be essential for the work
Liability means?
a legal obligation or responsibility
Environmental laws in the US are created by?
EPA
Reasonable accommodations is the idea that employers are required to do what is reasonable to accommodate their employees differences, which include all of the following?
differences based on permanent physical or mental impairment
gender based differences
religious differences
The majority of the national consensus standards that fire and emergency service organization in the US and Canada use are developed and published by?
NFPA
what Canadian organization develops and maintains six of Canada's model construction and fire codes?
Canadian Commission on Building and Fire Codes (CCBFC)
what means treating an applicant's or employee differently than those of another race, gender, religion, etc?
Disparate treatment
If an employee commits a crime while on duty, who is responsible?
The employee
The Americans with Disabilities Act covers?
mental disabilities
what types of laws are the result of legislative actions?
Statutory laws
Acts of terrorism are examples of ________ laws?
Criminal
When a criminal act applies to public servants, it is called?
malfeasance
what is a private, nonprofit organization that administers and coordinates the voluntary standardization and conformity assessment system?
American National Standards Institute- ANSI
Sexually oriented jokes and explicit emails are examples of?
a hostile work environment
Administrative laws are?
laws created and enforced to implement the legislation for which they are responsible
what branches of government implements, administers, and enforces laws?
Executive
what are exempt from the ADA?
Private clubs
what are the basic "laws of the land" in both the US and Canada?
the Federal Constitution
The major health and safety laws in the US are created by?
OSHA
what is a consensus based standards writing and testing organization?
ASTM International
Co officers must be familiar with the federal laws that relate to all of the following?
protecting their subordinates' employment rights
protecting the environment
protecting health and safety
Discriminating against a single parent or pregnant woman is an example of?
disparate treatment
An EMT improperly using and AED he has been trained to use is an example of?
definition-is to take inappropriate action or give intentionally incorrect advice.
misfeasance
What can be held responsible if environmental protection regulations are not followed?
Co officers and subordinates
The judicial branch?
interprets laws
OSHA regulations for which co. officers are responsible are contained in?
Title 29 CFR
Products that bear the ______ label have been tested for their intended use and are certified as safe?
UL
What are branches of the US and Canadian federal government?
Executive
legislative
judicial
The Equal Employment Opportunity Commission was charged with protecting the rights of protected classes such as?
workers with disabilities
The Fair Labor Standards Act- FLSA guarantees that?
workers in the private sector be paid OT at a time and one half salary rate if they work more than 40 hours in a week
When a person possesses a greater amount of expertise than others, that person's _______ is proportionately greater?
legal duty
What branches of government creates laws?
Legislative
Most civil actions against fire and emergency services organizations are related to _____ liability?
tort
The Fireman's Rule says that?
property owners cannot be held responsible for a firefighter's injuries
What word is defined as "meanings are generalizations rather than concrete or tangible meanings"?
Abstract
What words is defined as "words may not have the same meaning to all people?
Arbitrary
What is NOT a general purpose for interpersonal communication?
Educating
What are common forms of communication?
Oral
Written
Interpersonal
The response during interpersonal communication is also called the?
feedback
What listening step completes the communication process?
Responding
Good eye contact?
must be appropriate to the situation
Improving verbal communication skills involves?
taking responsibility for personal thoughts and feelings.
Words only provide the receiver with _____ percent of the message, nonverbal actions provide the remaining ____ percent?
7,93
What are types of nonverbal clues?
Kinesics
Paralanguage
Self presentation
Research indicates that most people remember only _____ percent of a message after they hear it?
50
What are cultural stereotypes of language?
Age
Political association
Religion
Interpersonal communication is the communication that takes place between _____ people who have established a relationship?
2
In order to _____ a message, the listener must be able to separate facts from opinions?
evaluate
Speech communication research indicates that nonverbal communication transmits from _____ percent of the message?
55 to 93
What are ways to improve verbal skills?
Be aware of the receiver's frame of reference
Avoid generalizations that result in stereotypes
Take responsibility for personal feelings and thoughts
What of the following statements about hearing and listening is MOST accurate?
Hearing involves sound waves striking the eardrums, listening is an active part of the communication process
To effectively communicate the correct message, facial expressions?
must match the verbal message
What is a cyclical view that does not place restrictions on time?
Polychronic
A hearing impairment is an example of?
an internal barrier
What elements of interpersonal communication is the meaning, idea, or concept that a speaker is attempting to communicate to the listener?
Message
The fact that the British use the word boot to refer to what Americans call the trunk of a vehicle is an example of an _____ word?
Ambiguous
Vocal tones and inflections make up _____ percent of speech communication?
38
What is a way to improve nonverbal communication?
Set an example for subordinates
What elements of interpersonal communication is the path that a message takes between the sender and the receiver?
Medium
What is the accumulation of all the other nonverbal elements into one image of self confidence and authority?
Poise
What words is defined as "word meanings are not specific and do not have agreed upon definitions"?
Ambiguous
To be effective communicators, co. officers should?
remember that terms that are common to the fire and emergency service may have another meaning or no meaning at all to the general public.
The thumbs up gesture is a nonverbal example of?
an emblem
Kinesics includes?
body motion
What elements of interpersonal communication is the originator of a message?
Sender
What is the definition of attending?
Paying attention to the message
To improve verbal skills?
be aware of special needs of the receiver
What statements about interpersonal communication is MOST accurate?
Education and cultural background affect how the receiver understands a message
What is the best way to improve listening skills?
Practice good listening skills
What elements of interpersonal communication is a factor that prevents the receiver from fully receiving a message?
Interference
Interpersonal communication can _____ help by ministering to the needs of another person?
help
What are ways to improve the attending step of the listening process?
Being ready to listen
Listening to both verbal and nonverbal messages
Trying to listen to only one person at a time
What of the following is the receiver?
The person receives a message and decodes or interprets it
The verbal message depends on symbols called?
words
What of the following is the key to a successful oral presentation?
Analyze the audience
What format for organizing speeches divides the central idea into even, natural divisions?
Topical
What is the basis for all audience centered speeches?
Adaptation
What type of speech uses humorous stories or anecdotes?
Entertainment
What element of the speech communication process is the communication environment that includes the physical location, time, and attitude of the sender and receiver?
Context
What is the part of a speech that gets the audience's attention?
Introduction
What is generally the easiest step when writing a speech?
Selecting the topic
What statements about public relations speeches is most accurate?
Public relations speeches provide a positive image and relationship with the community.
If a message is important enough to be heard, then it needs to be all of the following?
Understood
Heard
Interesting
An effective speaker?
Bases the speech on reliable data and analysis
What type of speech uses a strong argument based on reliable data in order to create a change in belief, behavior, or attitude?
Persuasive
What speech writing organizational method moves from simple ideas to more complex?
Complexity
Use _____, how high or low the voice is, to maintain the listener's attention?
pitch
What are sources of supporting evidence when writing a speech?
National fire databases
Budget documents
Community demographics
Communication studies indicate that a speaker's _____ communicates significant information to the audience?
posture
What element of the speech communication process is the person who originates the process?
Sender
According to Monroe's Motivated Sequence Pattern, which step comes after gaining the attention of the audience?
Need-describe the problem
What of the following is the first step in preparing a speech?
Select a topic
In a report presentation, explain the _____ of the new course of action to increase the likelihood that the audience will listen and pay attention?
benefits
What form of speech delivery is rarely used by company officers in dealing with the public?
Reading the text
Informative speeches are usually about what kinds of topics?
objects
people
abstract ideas
Use _____ gestures when speaking to a large group?
large
When making a report presentation, the first step is to?
make an immediate statement of purpose
Audience adaptation means?
developing or adjusting a speech to fit the audience
Supporting data can be incorporated into the body of a speech through?
testimony
According to Monroe's Motivated Sequence Pattern, what should be done to help audience members visualize the change?
Provide a vivid example of the results and how it will affect members of the audience.
What format for organizing speeches follows a timeline from start to finish?
chronological
What speech writing organizational method places the most important information at the beginning of the body of text?
Primacy
What is an example of an inappropriate facial expression?
Smiling while announcing layoffs
All media questions should be directed to the _____ if one is on scene?
PIO
Which of the following statements about eye contact is MOST accurate?
Scan the audience while speaking
What are 3 guidelines for giving interviews?
Beware when asked leading question
Be prepared
Avoid getting into disagreements with reporters
What are ways in which informative speeches may be used?
Give project updates
Describe events
Provide status reports
Demographics include?
Age
Effective speakers evaluate their speeches to determine?
if the speech was understood
Graphs, slides, and transparencies are?
visual channels
What are ways to rehearse a speech before presenting it?
Recorded on videotape
In front of a mirror
In front of an audience of staff members
What form of speech delivery relies on notes or an outline of the speech?
Extemporaneous delivery
What is a principle of the informative speech?What
Build on the familiar
What is the accumulation of all the other nonverbal elements into one image of self confidence?
Poise
What are elements of analyzing the audience?
Physical settings
Attitudes and beliefs
Demographics
What type of speech may be the most difficult to develop?
Persuasive
What element of the speech communication process is the response by the audience to the message presented by the sender?
Feedback
Laughter and applause are examples of?
feedback
What is a guideline to giving interviews?
Be as frank and open as possible
Emails and memos should?
accomplish a task
The _____ of a letter contains the message?
Body
The scope of the document is?
the subject or topic and how broad or narrow the coverage of it is
What includes the specific equipment requirements of the department or organization plus legal requirements of the finance or purchasing officer?
Bid specifications
Legal requirements, called _____ are required in all bid specifications?
Boilerplate
What defines the needs of the department or organization and allows manufacturers or distributors to decide if they can meet a bid?
Request for proposals
What type of letter gives a rejection notice?
Denial
What is the purpose of a document?
Why the document is being written
What outlines activities for a meeting or event?
Agenda
A policies and procedures manual usually includes?
a purpose statement
What part of a policy and procedures page includes the procedure number that is being replaced?
Supersedes
What type of letter convinces the reader to follow a desired course of action?
Persuasion
An email policy is important for an organization for all of the following reasons?
professionalism
liability protection
efficiency
What part of an outline summarizes the main points of the document?
Conclusion
What statements about text development is MOST accurate?
Use parallel structure
the introduction tells the reader what the topic of the document is through the?
thesis statement
the first step in writing any document is to?
determine the audience, scope, and purpose
A budget request is an example of a _____ report?
justification
When proofing a memo or email, check?
that the format is consistent
What paragraph transitions shows cause and effect?
Accordingly
Each page of a policy and procedure manual includes?
subject
forms used
dates
What statements about preparing a press release is LEAST accurate?
Write paragraphs that are six to eight sentences in length
Bid specifications usually have to be approved by the?
finance or purchasing officer
the _____ of the memo or email exceeds the actual message?
value
Documents are written to?
educate
enlighten
inform
When developing the text of a document?
be clear
the date and salutation are included in what part of a document?
opening
An outline includes?
conclusion
introduction
body
What is an accurate record of the topics covered, decisions made, and assignments given during meetings?
Minutes
Narrative reports are written in _____ form?
essay
Minutes include?
names of attendees
date, time, and location for next meeting
new business
What statements about an executive summary is LEAST accurate?
it should be no less than two pages in length
Tying paragraphs together with _____ helps maintain the flow and rhythm of a document?
transitions
What statements about bid specifications is MOST accurate?
Vague or general bid specifications can lead to legal action by unsuccessful bidders
What type of report is completed on a daily basis and includes incident reports and injury reports?
Form based reports
What statements about meeting minutes is MOST accurate?
Minutes are required for every type of meeting, regardless of size
The average paragraph is _____ words long?
75 to 125
Besides memos and emails, _____ constitute the bulk of the writing produced by most company officers?
reports
When writing a document, each paragraph needs a _____ sentence?
Topic
What statements about the content of a memo or email is MOST accurate?
Delegate memo or email writing to someone who can write effectively.
What is the accepted format for most business letters?
Heading, opening, body, conclusion
Narrative reports should include citations?
in the footnotes
An executive summary is a _____ of a report, a technical paper, bid specifications, or an analysis?
brief review
What considerations about writing letters is MOST accurate?
Make the letter personal when possible
Revised policies and procedures are distributed?
immediately
Which type of narrative report provides an overview of the current status of a project?
Progress report
Which form of communication is used with those outside the organization?
Letters
statements about a memo is LEAST accurate?
It is usually handwritten
After writing a request for proposal, the selection of bidders may be?
based on a documented history of contract violations.