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
