Chapter 11

Question 0

FOPP CH11:

Expression of grief, regret, pain, censure, or resentment.

Answer 0

Complaint

Question 1

FOPP CH11:

A _________ is described as the difference between the actual state and the desired state.

Answer 1

problem

Question 2

FOPP CH11:

State of opposition between two parties. A complaint is a manifestation of this.

Answer 2

conflict

Question 3

FOPP CH11:

An error or fault resulting from defective judgment, deficient of knowledge or carelessness.

Answer 3

mistake

Question 4

FOPP CH11:

What are the five steps to a systematic approach to high quality decision making?

Answer 4

Define the problem
generate alternative solutions
select the solution
implement the solution
evaluate the result

Question 5

FOPP CH11:

When does the official response to a problem begin?

Answer 5

When the officer becomes aware that a problem exists.

Question 6

FOPP CH11:

What are the steps of conflict resolution?

Answer 6

Listen and take notes
Investigate
Take action
Follow up

Question 7

FOPP CH11:

Four steps to handle an emotional compaint.

Answer 7

Drain the emotional bubble
Understand the complainants view
Help the complainant feel understood
Identify the complainants expectations for resolution