PBCFR Fire Officer Ch 3 Pgs 101-108
4.0
(Pg 101). The __________________________ is a basic approach that can be used in
situations where interpersonal conflict is the primary problem or a complicating factor. -
answerconflict resolution model
(Pg 101). The four-step conflict resolution model provides an effective framework for
managing _________ and __________ conflicts. - answerinternal and external
Fire officer, two is known as a captain - answer
(Pg 101). __________________ may provide the candidate with additional information
that the role player may hold back if not questioned. - answerActive listening
(Pg 101). When dealing with an individual who is experiencing a concern or a problem
the fire officer should focus on _____________________. - answeractive listening
(Pg 101). __________ or __________________ is the conscious process of securing
all kinds of information through a combination of listening and observing. -
answerEngaged or active listening
(Pg 101). What is the most important room in the fire station. - answerKitchen
(Pg 101). After active listening, _______________ the issue and receiving feedback
from the complainant accomplishes two goals: the fire officer finishes this phase with a
good understanding of the issue from the complainants perspective, and the
complainant feels the fire officer really listened. - answerParaphrasing
(Pg 102). What is a detailed inquiry or systematic examination. - answerInvestigation
(Pg 102). The product of an investigation is a _______, which is provided in an
appropriate format for the fire officers immediate supervisor. - answerreport
(Pg 102). Once the investigation is completed, the fire officer presents the findings and
recommended action to a supervisor at a higher level, there are four possible
responses. - answerTake no further action
Recommend the action requested by the complainant
Suggest an alternative solution
4.0
(Pg 101). The __________________________ is a basic approach that can be used in
situations where interpersonal conflict is the primary problem or a complicating factor. -
answerconflict resolution model
(Pg 101). The four-step conflict resolution model provides an effective framework for
managing _________ and __________ conflicts. - answerinternal and external
Fire officer, two is known as a captain - answer
(Pg 101). __________________ may provide the candidate with additional information
that the role player may hold back if not questioned. - answerActive listening
(Pg 101). When dealing with an individual who is experiencing a concern or a problem
the fire officer should focus on _____________________. - answeractive listening
(Pg 101). __________ or __________________ is the conscious process of securing
all kinds of information through a combination of listening and observing. -
answerEngaged or active listening
(Pg 101). What is the most important room in the fire station. - answerKitchen
(Pg 101). After active listening, _______________ the issue and receiving feedback
from the complainant accomplishes two goals: the fire officer finishes this phase with a
good understanding of the issue from the complainants perspective, and the
complainant feels the fire officer really listened. - answerParaphrasing
(Pg 102). What is a detailed inquiry or systematic examination. - answerInvestigation
(Pg 102). The product of an investigation is a _______, which is provided in an
appropriate format for the fire officers immediate supervisor. - answerreport
(Pg 102). Once the investigation is completed, the fire officer presents the findings and
recommended action to a supervisor at a higher level, there are four possible
responses. - answerTake no further action
Recommend the action requested by the complainant
Suggest an alternative solution
