Fire & Emergency Services Instructor (6th Edition)
Chapter 1 Terms
Challenges of Fire & Emergency Services Instruction

Communication
Two-way process of transmitting and receiving some type of message.

Customer Service
Quality of an organization's relationship with individuals who have contact with the organization. There are internal customers such as the various levels of personnel trainees and external customers such as other organizations and the public. Customer service is the way these individuals, personnel, and organizations are treated and their levels of satisfaction.

Facilitator
Instructor role in which he or she encourages productive interaction of group members in a manner that does not display personal expertise but channels and enhances the expertise of others.

Instructor
Individual deemed qualified by the authority having jurisdiction to deliver instruction and training in fire and emergency services.

Mentor
Trusted and friendly adviser or guide for someone who is new to a particular role.

National Fire Protection Association (NFPA)
Nonprofit educational and technical association devoted to protecting life and property from fire by developing fire protection standards and educating the public.

Role Model
Individual who others look to as an example while learning or adopting a new role or job; the part an instructor plays, the image an instructor portrays, and the actions an instructor demonstrates to learners or program participants who look to their instructor as an example.

Standard
That part of an educational objective that describes the minimum level of performance that a learner must meet in accomplishing the performance/ behavior.

Standard Operating Procedure (SOP)
Standard method in which an organization or department carries out a routine function; usually these procedures are written in a policies and procedures handbook.

Training
Process of achieving proficiency through instruction and hands-on practice in the operation of equipment and systems that are expected to be used in the performance of assigned duties.