Ch 6 Understanding and Implementing CRM

Question 1

________ is associated with how well the receiver understands the message

Answer 1

Coherence

Question 2

In some cases, coherence is________ in that the sender means one thing and the receiver here’s another because the sender maybe using jargon or terminology that is either unfamiliar to the receiver or has one meaning to the sender and another to the receiver

Answer 2

Asymmetrical

Question 3

___________ is possible when the truth of a situation aligned with phrases, propositions, or beliefs presented by the sender

Answer 3

Coherence

Question 4

When the sender means one thing but the receiver hears another because of jargon or unfamiliar terminology

Answer 4

Asymmetrical coherence

Question 5

The best way to deal with terminology coherence issues is to practice _________what they think they heard or what they understand to be correct, not exactly what the person said.

Answer 5

repeating back

Question 6

_______ can also be a problem when different agencies use different signals, procedures, or shortcuts.

Answer 6

Coherence

Question 7

It is what happens when expectations don’t match up with reality or when individuals experience something that is completely foreign to them

Answer 7

Sense Making

Question 8

Inquiries, comments, statements, orders, and behaviors all require ________ to validate them or to allow the team to assume a collective understanding.

Answer 8

feedback

Question 9

The method for dealing with sense making comments during the inquiry phase of CRM is for the leader to______

Answer 9

ask for clarification

Question 10

Good practices during the inquiry phase include _________, allowing an environment where respectful commentary is accepted, and carefully intervening to ensure that the question is heard correctly

Answer 10

aggressive listening skills

Question 11

The two methods of providing approval for the actions or statements of others:

Answer 11

verbally state understanding and agreement,

voice no objection at all.

Question 12

P. A. C. E.

Answer 12

• Probe for better understanding
• Alert the leader of any concerns or abnormalities
• Challenge the suitability of current action or strategy if the probe and alert do not work
• Emergency intervention if there is critical danger and the team continues on a dangerous course

Question 13

A successful probe by a team member is a clear communication that identifies a person who is being asked a question, respects the individual, and is ________

Answer 13

direct enough to be understood

Question 14

Usually, the person alerting the team has an understanding of the team goals and objectives, has situational awareness, and has ____________

Answer 14

information that needs to be shared immediately

Question 15

________ is best done with the direct communication to the team leader, using the leader’s name and rank and clearly stating the following: What the observer sees or hears. Why this appears to be a threat. What the observer believes will occur. What the observers suggest to the team leader.

Answer 15

Challenge

Question 16

___________ is when a team member takes direct action to immediately save an individual or the team from harm.

Answer 16

Emergency Intervention (EI)

Question 17

Emergency Intervention (EI) happens in two situations:

Answer 17

a complete breakdown in communications within the team,

immediate critical threat where there is no time to engage in alerting or challenging

Question 18

Conflict resolution is a range of processes aimed at alleviating or eliminating sources of conflict; these generally include _________

Answer 18

negotiation, mediation, and diplomacy

Question 19

A cardinal rule in conflict resolution and a one of the most difficult to employ is for team members to _________

Answer 19

stay focused on the mission or the issue at hand.

Question 20

________is the area of higher reasoning

Answer 20

Corpus callosum

Question 21

A portion of the brain called the ________ controls the immediate response to external stimuli

Answer 21

amygdala

Question 22

Response time from the amygdala to higher reasoning is delayed approximately ________

Answer 22

30 seconds

Question 23

___________ is a common failure of teams, particularly when there is a weak leader or the leader is not immediately present when the decisions are being made

Answer 23

Diffusing of authority

Question 24

Observations leads to critique, and critique should be an open process because it brings out comments, statements, and questions that lead the team to discuss options, leading back to the __________

Answer 24

inquiry phase

Question 25

Active observation and _________ are critical components for success

Answer 25

open critique

Question 26

One of the duties of a good leader is to __________. Good leaders are decisive, yet they are also empathetic and careful listeners

Answer 26

take responsibility for team performance

Question 27

After a decision has been made, it is important for team members to carefully evaluate an incident outcome against the _________

Answer 27

initial mission goals

Question 28

Good team leaders actively encourage their team members to give _________ while they actively observe the results of decisions

Answer 28

feedback

Question 29

_________ is the process of making meaning from direct experience

Answer 29

Experiential Learning