Ch. 4: Fire Officer Communications Flashcards
What is a repetitive circular process?
communication
What occurs when the intended message has been received and understood?
effective commnication
The communication cycle consists of five parts:
1) Message
2) Sender
3) Medium (with noise)
4) Receiver
5) Feedback
What represents the text of the communication?
the message
Who is the person or entity who is sending the message?
the sender
What accompanies a spoken message can profoundly influence the receiver’s interpretation?
The tone of voice or the look
What refers to the method used to convey the information from the sender to the receiver?
the medium
When choosing the circumstances for transmitting a personal message, remember this guideline:
Praise in public; counsel, coach, or discipline in private.
Who is the person who receives and interprets the message?
the receiver
What completes the communication cycle by confirming receipt and verifying the receiver’s interpretation of the message?
feedback
Effective communication should contain all five components of the communication process;
if one or more is missing, communication does not occur.
The purpose of _______ ________ is to help the fire officer understand the firefighter’s viewpoint to solve an issue or a problem.
active listening
The following techniques may help improve listening skills:
- Do not assume anything.
- Do not interrupt.
- Try to understand the need.
- Look for the real reason the person wants your attention.
- Do not react too quickly.
What is a good method to keep a conversation on topic?
directed questioning
What is the flow of informal and unofficial communication system?
grapevine
What is a physical or sociological condition that interferes with the message?
environmental noise
What includes background conversations, outside noises, or distracting sounds that make it difficult to hear?
physical noise
What is a standard method of transmitting an order to a unit or company at the incident scene?
The communications order model
What must be accurate, brief, and clear?
Radio messages
What is the mental process of gathering and considering all of the pertinent details of a given incident?
size-up
What is the most common form of reporting?
verbal communication from one individual to another, either face-to-face or via telephone or radio
What is an effective method of exchanging information when the magnitude or speed of the event requires maximum efficiency?
A CAN report (conditions-actions-needs)
What is a purpose of the morning report?
To identify any personnel, or resource shortage as soon as possible.
What reports usually require the fire officer’s personal attention to ensure that the report’s information is complete and concise?
infrequent reports
What is required by the state worker’s compensation agencies whenever an employee is injured?
A supervisor’s report
