Table of Contents. iii. Preface... xi Introduction Leadership and the Chief Officer Basic Communication Skills...

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1 Table of Contents Preface... xi Introduction... 1 Background... 2 Requirements... 3 Scope and Purpose... 3 Key Information Leadership and the Chief Officer... 7 Personal-Awareness Tools... 7 Personality Profiles... 8 Emotional Intelligence Model... 9 Personal Counseling Applications Leadership Models and Styles Leadership Theories Leadership Traits Behavioral Leadership Situational Leadership Principled Leadership Leadership Theory Applications Leadership Skills and Styles Development Good Leader Concepts Influence Factors Balanced Leader Summary Basic Communication Skills Interpersonal Communication Communication Basics Sender Message Medium or Channel Receiver Interference Feedback to the Sender Interpersonal Communication Purposes Verbal Component Words as Symbols Cultural Concept of Words Verbal Skills Improvement Nonverbal Component Kinesics Paralanguage Self-Presentation Nonverbal Communication Improvement Listening Skills Attending Understanding Remembering Evaluating Responding Improving Listening Skills Speech Communication Speech Communication Process Characteristics of Effective Speakers Types of Speeches Entertainment Informative Persuasive Special Occasion Speech Preparation Process Analyzing the Audience Selecting the Topic Determining the Purpose Generating the Main Ideas Developing the Central Idea Gathering Supporting Evidence Organizing the Speech Rehearsing the Speech Delivering the Speech Written Communication Organizing the Document Writing the Document Writing Specific Document Types Memos/ s Letters Reports Executive Summaries Minutes Policies/Procedures Requests for Proposals/Specifications Summary Basic Administrative Skills Planning Process Purpose Levels and Cycles Long-Range and Strategic Plans iii

2 Intermediate-Range Plans Short-Range (Annual) Plans Positive Results Limitations and Problems Internal Resistance Resources Drain Crisis Effect Implementation Failure Different Management Levels Chief Officer s Responsibilities Plan Types Permanent/Standing Single-Use Strategic Operational/Administrative Contingency Elements Phases Specific Decisions Organization s Size Effects Organizational Process Needs Identification Prioritization Resources Requirements Allocations Outcome Monitoring Performance Criteria Progress Reports Responsibility Assignments Organizational Structures Traditional Model Alternative Models Systems-Process Approach Control-Systems Process Research Process Data Collection Information Sources Internet Government Agencies Libraries Educational Institutions Professional Organizations Testing and Standards Organizations Vendors/Manufacturers Nonprofit Organizations Analysis Process Types Cost/Benefit Process Policy Program Needs Risk Steps Application Coordination Evaluation Process General Methodology Evaluation Types Evaluation Methods Application Skills Organizations Programs Personnel Equipment/Materials Data/Information Evaluation Plan Summary Supervision and Management Supervising Methods and Styles Challenges Anticipating Problems Establishing and Communicating Goals and Objectives Involving Employees in the Process Creating an Effective Team Creating Job Interest Within a Team Responsibilities Completing Tasks Ensuring Health and Safety Building Teamwork and Cooperation Developing Skills Maintaining Positive Examples/Attitudes Maintaining Records and Reports Leadership Elements Managing Methods and Styles Functions Skills Change Issues Change Types Resistance Issues Process Implementation Follow-up Program Plan Summary iv

3 5 Logic, Ethics, and Decision-Making Logic Reasoning Inductive Deductive Causal Analogical Fallacies Ethics Ethical Conduct Personal Ethics Origins Unethical Conduct Causes Personal Justifications Ethics Program Elements Code of Ethics Ethical Issues Decision-Making Elements Basic Assessment Workgroups Decision-Making Models Steps Classify the Problem Define the Problem List Alternative Options Determine the Best Response Convert the Decision into an Action Test the Action Against the Desired... Outcome Barriers Psychological (Internal) Barriers Organizational (External) Barriers Abilene Paradox Four-Way Test Summary Human Resources Management Human Resources Demographics External: Community Internal: Organization Diversity Fire and Emergency Services Diversity Diversity Barriers Affirmative Action Programs Workplace Diversity Initiative WDI Model Elements Employment Practices Human Resources Unit/Program Legal Requirements Strategic Planning Projecting Needs Identifying Unseen Obstacles Conducting Job Analyses Prospective Personnel Recruitment Understanding Reasons to Join the Fire and Emergency Services Recruiting Sources Attracting and Recruiting Diverse Workforces Recruiting Methods Employment Process Interview Techniques Types Questions Preparations Interview Format Applicant Selection Internal Personnel Relations Personnel Assignments Work Environments Duty Assignments Levels of Staffing Conflict Management Conflict Types Conflict Management Styles Conflict Management Steps Internal-Conflict Resolution Personnel Evaluation Programs Advantages Characteristics Evaluation Processes Legal Considerations Benefits Promotions Retention Grievance Procedures Filing Period Testimony, Witnesses, and Representation Review Steps Discipline Types Progressive End of Service/Career Line-of-Duty Death Disability Termination v

4 Retirement Exit Interview Labor/Management Relations Negotiations Open Communications Negotiation Process Employee Involvement and Participation Professional Development and Employee Assistance Services Professional Development Programs Continuing Education Professional Organizations Officer Accreditation Programs Other Forms/Methods Employee Assistance Services Critical Incident Stress Management... Program Employee Assistance Programs Member Incentive Programs Summary Community Relations Customer Service Concept Customer Base Customer Needs/Wants/Desires Internal Customers External Customers Stakeholders Information-Gathering Methods Service-Delivery Monitoring Service-Area Infrastructure Safety Concerns Community-Awareness Programs Public Relations Public Information Officer Media Relations Public Fire and Life Safety Education Purpose and Scope Group Presentations Media Programs Concerns/Complaints/Inquiries Concern/Complaint Resolution Employee Act/Omission Resolution Public Inquiry Resolution Customer Service Element Community Relations Strategies Language Cultural Customs Cultural Values International Relations Community Involvement Decision-making and Goals-Setting Functions Partnerships and Programs Partnerships Programs Summary Government Relations Political Arena Participation Public Awareness and Acceptance Government Acceptance Interagency Relations Jurisdictions Fire and Emergency Services Organizations Law-Enforcement Agencies Federal Agencies Intergovernmental Agreements Political Decision-Making Process Political Processes Responsibility of Government Officials 260 Concept of Governing Public Influence Types of Elected Officials Political Relationships Political Neutrality Guidelines for Dealing with... Government Officials Political Resources Communication Public Relations Educational Information Legislation Monitoring Local State/provincial Federal Accreditation Programs Insurance Services Office, Inc Fire Underwriters Survey Commission on Fire Accreditation International National Fire Protection Association International Fire Service Accreditation Congress National Board on Fire Service Professional Qualifications vi

5 Commission on Accreditation of Ambulance Services Commission on Accreditation of Medical Transport Systems Community and Government Relationship Evaluations Summary Administrative Structures Organizational Structure Traditional/Scalar Organizational Structure Line and Staff Functions Nontraditional Organizational Structures Horizontal Structure Organization Operational Structure Model Network Structure Matrix Departmentalization Implementation Authority Organizational Performance Evaluations Benefits Evaluation Process Types Method Selection Evaluation Levels Data Analysis Information Interpretation Project Management Benefits Process Define: Phase I Plan: Phase II Implement: Phase III Complete: Phase IV Uses Strategic-Planning Process Development Implementation Monitorship Evaluation Progress Reports Revisions Operational-Planning Process Short-Range Plans Intermediate-Range Plans Apparatus Preventive Maintenance Structural Reorganization Resource Allocation Equipment Replacement Long-Range Plans Station Location Apparatus Replacement Policy and Procedures Development New Policy or Procedure Revision Process Summary Administrative Programs Budget Preparation and Development Systems and Budget Types Budget Systems Budget Types Sources of Funding Tax Revenues Trust Funds Enterprise Funds Bond Sales Grants/Gifts Fund-Raisers Budget-Development Process Budget Plans Preparations Implementation Monitorship Evaluations Revisions Purchasing Process Determine Needs Conduct Research Survey Other Jurisdictions Review Manufacturers Business Histories Request References Review Standards and Regulations Review Industry Trends Compare Various Products Determine Equipment Compatibility Review Purchasing Ordinances and Laws Develop Request for Proposal Evaluate Equipment Review Product Data Conduct Purchasing Process Determine Funding Sources Create Bid Specifications Evaluate and Score Proposals Award Purchase Contract Evaluate and Revise the Process vii

6 Logistics Purchasing Process Application Materials Equipment Service Contracts Apparatus Facilities/Land Acquisition Inventory Control Receive Stock Track Internal Delivery Maintenance Emergency Scene Record-Keeping Function Record Types Budget Inventory Maintenance Activity Personnel Development Define Requirements Plan the System Implement the System Complete the Project Evaluation Revision Legal Requirements Record Types Privacy Public Access Data Interpretation Training Function Evaluation of Requirements Legal Mandates Community or Service Area Needs Hazards Assessment Risk Analysis Program Development Program Design Course Selection Facility Types Personnel Schedules Sources of Funding External Training Sources Colleges/Universities North American Fire Training Associations Regional Training Programs Seminars National Courses/Curriculum Private Sources Program Evaluation Technology in Administration Computer Hardware Computer Software Communications Equipment Office Equipment Summary Fire-Prevention and Life-Safety Programs Community Risk Analysis Risk-Management Model Components Risk Identification Risk Evaluation Risk Prioritization Risk-Control Techniques Risk-Management Monitoring Hazard Categories Behavioral Intentional Natural Occupancy-Related Private Fire-Protection Systems Water-Supply Sources Mutual/Automatic Aid Sources Building Construction Types Fire-Prevention and Life-Safety Program Creation Community Needs Identification Appropriate Program Selection Legal Mandates Data Collection Design Approvals Alternatives Implementation Organizational Structures Resource Allocations Personnel Selection Evaluation Data Monitorship Indicators viii

7 Reports Revision Public Awareness and Acceptance Fire-Inspection Element Selection and Design Inspection/Enforcement Plans Review Building Code Enforcement Alternatives Implementation Evaluation/Revision Public Awareness and Acceptance Fire-Investigation Element Selection and Design Alternatives Implementation Evaluation/Revision Public Awareness and Acceptance Public Fire and Life Safety Education Element Selection and Design Alternatives Implementation Evaluation/Revision Public Awareness and Acceptance Summary Emergency Services Delivery Community-Required Services Systems-Model Approach Comprehensive-Risk Approach Emergency Services Fire Suppression Emergency Medical Response Hazardous Materials Response Terrorism Response Natural Disaster Response Technical Rescue Communications/Dispatch/ Telecommunications Mutual Aid Automatic Aid Other Services Strategy and Tactics Terminology Strategy Tactics Incident Analysis Application Concepts Strategic Transitional Analysis Incident Command System Components/Operational Positions Command Operations Planning Logistics Finance/Administration Integrated Communications Unified Command Development Implementation Monitorship, Evaluation, Revision Report Incident Action Plan Implementation Command Transfer Resource Accountability Incident Termination Comprehensive Disaster Plan Disaster Types Natural Human-Caused Technological Interagency Relations Jurisdictional Authority Emergency Operations Center Resource Allocation Plan Implementation Incident Termination Recovery and Rehabilitation Security Debris Removal Restoration of Services Postincident Analysis Development Procedures Implementation Monitorship, Evaluation, and Revision Information Gathered Strategy and Tactics Safety Issues PIA Critique Recommended Changes Reports Summary ix

8 13 Comprehensive Safety and Health Program Safety and Health Program Creation Occupational Safety and Health Committee HSO Roles and Responsibilities Risk-Management Plan Personnel-Risk Analysis Risk Identification Risk Evaluation Risk Prioritization Risk-Control Techniques Plan-Implementation Procedures Implementation Monitorship Evaluation Revision System Safety Program Accident-, Injury-, and Illness-Prevention Program Hazards/Corrective Measures Identification Physical Injuries/Fatalities Occupational Illness Motor Vehicle Related Accidents Hearing Loss Respiratory Injury or Illness Hazardous Materials Exposure Program Implementation Program Monitorship, Evaluation, and Revision Medical Exposure Management Program Infection Control Hazardous Materials Exposure Control Employee Physical-Fitness and Wellness Program Physical-Fitness Considerations Task Analysis Exercise Plans and Equipment Plan Effectiveness Wellness Considerations Nutrition Back Care Heart and Lung Diseases Stress Recognition and Control Critical Incident Stress Management Employee Assistance Program Summary Appendices A Job Performance Requirements from NFPA 1021, Fire Officer III and IV B Words in Communication C Monroe s Motivated Sequence Outline Format D Outline Comparison for Informative and Persuasive Speeches E Sample Business Letter F Sample Policy and Procedures G Sample Request for Proposal H Sample Organizational Chart I Sample Team Profile Form J Sample Code of Ethics as Policy K Sample Workplace Diversity Initiative Program L Customer Satisfaction Survey Form M SCBA Survey Form N Equipment Evaluation Form O Risk-Management Formulas P Model Building and Fire Codes Q State Adoption of Model Building and Fire Codes Glossary Suggested Readings Index x