Chapter 03 Communications Flashcards
Upward
Downward
Horizontally
Outwardly
Directions of Communication
Verbal
Nonverbal
Paraverbal
Types of Communication
Message Sender Medium Receiver Feedback
The Communication Cycle
Consists of written or spoken words; can also be a stern facial expression with purposeful eye contact
Message
The person or entity sending the message; non-verbal clues influence the receiver’s interpretation.
Sender
Method used to convey the information from sender to receiver; influences the importance attached to the message.
Medium
The person who receives and interprets the message.; many opportunities for error.
Receiver
Without some confirmation, the sender should never assume that the information has been successfully transferred.
Feedback
Good eye contact, alert body posture, and frequent use of verbal engagement. Must be continually practiced to maintain proficiency.
Active listening
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.
How to use active listening.
Directed questioning can keep the conversation on the topic at hand.
Staying Focused on topic.
Must have up to date info on department policies and practices. Must sometimes control what is discussed at work.
Tips on Ensuring Accuracy
Progress towards goalks and objectives.
Maters that may cause controversy
Attitudes and Morale
Things to keep your supervisor informed of.
The fire officer can get clues from the grapevine but should not use it to leak information. He/She may have to deal with rumors by providing accurate information.
The Rumor Mill
A physical or sociological condition that interferes with a message.
Environmental Noise
