Final answer:
The first role of a fire officer when addressing a citizen's complaint is to attentively listen and understand the issue without escalating the situation, aiming for a professional assessment and problem-solving approach.
Step-by-step explanation:
The first role of a fire officer when dealing with a citizen's complaint is to listen attentively to the citizen, ensuring that the person feels heard and taken seriously. This involves staying as calm as possible and not inflaming the situation further. It is critical to choose words carefully, avoid suggesting that one party is right and the other is wrong, and strive to understand the other person's position by asking open-ended questions.
The fire officer should focus on problem-solving rather than placing blame. It's about assessing the situation professionally, applying informed judgement, and providing appropriate assistance or referring the matter to a supervisor or human resources department if the conflict cannot be resolved on the spot.