Handling Problems, Conflicts, and Mistakes (NFPA 1021)selected product title

NOTE TO RECERT SUBSCRIBERS: There is no additional fee to order this course. After you add this course to your cart and start the check-out process, the cost of this course will be removed before you complete the checkout process.If you don’t have a subscription to Recert yet, discover all that Recert has to offer here.

This Recert course discusses the many problem-solving and decision-making tools and techniques that the officer can call upon during conflicts within a fire station, citizen complaints, and mistakes are common, and the fire officer must be able to deal with them effectively. The officer is in a unique position both to create an effectively functioning emergency response unit and to recognize instances in which new departmental policies should be considered.

After completing this course, the fire officer will be able to:

• Describe the interrelationships among complaints, conflicts, and mistakes.
• Describe the general decision-making procedure.
• Discuss how to manage conflict within the department.
• Discuss how to recommend and implement policy changes.
• Describe how to field and resolve citizen complaints.
• Describe the difference between customer service and customer satisfaction.

Fire officers who successfully complete the Handling Problems, Conflicts, and Mistakes course are eligible for 1 hour of continuing education.