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	Fire Officer II

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Please read each question and select your answer from the choices provided. You must complete all of the questions in order to view your results. At the end of each exam, you have the option to e-mail your results to your instructor.

1: An expression of grief, regret, pain, censure, or resentment; lamentatin; accusation/ or fault finding is the definition of what?
	A: A complaint
	B: A confllict
	C: A mistake
	D: An error

2: A problem involving a business owner's refusal to allow the fire company to perform an inspection is considered what type of a problem?
	A: In-house
	B: Internal
	C: External
	D: High-profile

3: Which is the first step in the decision-making process?
	A: Evaluate the results
	B: Generate alternative solutions
	C: Define the problem
	D: Select a solution

4: In which step of the problem solving process might an officer use brainstorming?
	A: Define the problem
	B: Implement the solution
	C: Select a solution
	D: Generate alternative solutions

5: When a fire fighter approaches the fire officer with a complaint over the fire officer's application of policy, the fire officer may find it beneficial to do what?
	A: Appologize for having to enforce the policy but let the fire fighter know that it is the fire officer's job to enforce all policies.
	B: Listen and process the information before giving a response.
	C: Let the fire fighter know that the fire officer agrees.
	D: Let the supervisor know.

6: Which of the following is NOT an action that an officer may take once an investigation is complete?
	A: Take no further action
	B: Recommend the action requested by the complainant
	C: Suggest an alternative solution
	D: None of the above.

7: If the employee meets with the supervisor and begins venting over a conflict with the supervisor, the supervisor should immediately do what?
	A: Take control of the situation because the venting is likely to result in insubordination.
	B: Listen calmly to the employee.
	C: Yell at the employee.
	D: Avoid the employee until the employee calms down.

8: What is key when dealing with any complaint?
	A: Active listening
	B: Thorough investigation
	C: Taking action
	D: Finding fault

9: If there is a policy the fire officer does not agree with, he should do what?
	A: Do not openly state his opposition to the fire fighters but instead just not enforce it.
	B: Mock the policy in public.
	C: Enforce the policy.
	D: Complain about the policy.

10: When receiving a citizen complaint which must be forwarded to a higher level for resolution, the fire officer should do what?
	A: Follow-up to ensure the complaint has been addressed.
	B: Consider the matter closed.
	C: Call the superior daily.
	D: Discuss the matter with the entire station first.

Optional: Enter your name and your instructor's E-mail address to have your results E-mailed to him or her.
Your Name:
Instructor's E-mail Address:
Your E-mail Address:

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