Chapter 14 Flashcards
The principles of effective communication apply equally well to written and spoken communications T/F
True
What are the three most common and familiar ways to prepare all official and personal correspondence and memoranda
- Official Memorandum
- Personal letter
- Memorandum for Record
What writing format should you use to communicate with all DoD agencies
The official Memorandum
What writing format should you use to conduct official business with vendors or contractors outside the government when the personal letter isn’t appropriate
The official memorandum
Which should you use for an official memorandum printed letterhead, computer generated letterhead or plain bond paper
You may use any of them
For an official memorandum you may type or print on only one side and you must use black or blue ink . What size font should you use
10 - 12 point
You’ve made a minor typographical error while writing on official memorandum. How should you correct it.
Correct it neatly and legibly in ink. (Don’t redo correspondence to correct an error that does not change the intent)
What three captions for an official memorandum are typed in all caps, two line spaces apart, beginning four lines below the date or 14 lines from the top of the page.
MEMORANDUM FOR, FROM and SUBJECT (If you use computer generated letterhead without the DoD seal or plain bond paper begin 11 lines spaces from the top)
The FROM action on an official memorandum should contain the full mailing address of the function originating the correspondence T/F
True
In an official memorandum, type the text flush with the left margin, beginning two line space below the SUBJECT caption. Should you number and letter each paragraph
Yes
Type the signature element of an official memorandum at least three spaces to the right of page center , five lines below the last line of text. What should the signature element include
on the first line, the name I UPPERCASE, including Grad and service; on the second line the duty title and on the third line, the name of the office organization level (if not announced in the heading)
Where should you type “Attachments” on an official memorandum
Flush with the left margin, 10 lines below the last line of text or three lines below the signature element. (f there are two or more, number them in the order referenced in the MEMO)
In an official memo, what should you cite in the description of each attachment
The office of origin, type of communication, date and number of copies (in parentheses) if more than one
You are writing to an individual on a private matter to convey condolences. What writing format should you use.
The personal letter (Use this format when a personal touch, warmth or sincerity is essential)
How long should a personal letter be
Preferably no longer than one page
Which writing format includes salutation and complimentary close elements
The personal letter
The _____ is an informal document with a set format that notes certain actions or records information referring to a certain piece of correspondence
Memo For Record
What two MEMO for Record methods are used most often
The separate page MR and the explanatory MR
You are recording information from a telephone call. What writing format would you use
A separate page Memo for record
What information does a separate page memo for record recoard
Information usually passed on to coworkers verbally that should in this instance be recorded in writing and filed (its and in house document)
What line can be added to a separate page Memo for record to specifically target the addressee
A “MEMMO FOR” or “TO:” line
Should a separate page memo for record use official letter head
No, Type or write on a sheet of paper
Use ____ -inch margins all around in separate page Memo for Records
1-Inch Margins
Number paragraphs if there are more than one in a separate-page Memo For record. Is a full signature block required?
No, But it should be signed
The ____ Memo For record is usually on the file copy of most correspondence
Explanatory MR
by reading a _____ Memo for Record and the basic correspondence, the reader should understand enough to act without additional information
Explanatory MR
What information should a explanatory memo for Record include
A quick synopsis of the purpose of the correspondence, who got involved and additional information not included in the basic correspondence
If the basic correspondence really does say it all, an explanatory Memo for Record may not be required. However, what may some organizations still require for the file copy?
that you write “MR: Self explanatory” on the file copy
How should you handle an explanatory Memo for record if there is not enough space on the correspondence
Type “MR ATTACHED” or “MR ON REVERSE” and put the MR on a separate sheet or on the back of the record copy if it can be read clearly
You do not need to number multiple paragraphs in an explanatory Memo for record T/F
False (Number if there is more then one paragraph)
Describe how to sign an explanatory Memo for Record when there is ample space
Merely sign your last name after the last word
You have a very brief explanatory memorandum for record but not enough space on the bottom of your correspondence. Describe the format you’ll use
Type ‘MR:” on the same line as the text, use the tighter format and sign your last name followed by the date
List three AF communication formats that may require you to write bullet statements
- EPR
- AF IMT 1206
- Bullet Background Paper
List the three phases of writing an effective bullet statement
Phase 1 - Extract the Facts
Phase 2. Build the Structure
Phase 3 - Streamline the final product
How should you being writing bullet statements
Gather as much relevant information as you can , then sort through it
In Phase 1 of writing a bullet statement, what should you do as you sort through the information you’ve collected
- Isolate one specific action the person performed
- Select the best power verb for the action
- Look for numerical information related to the action
- Find information about how the accomplishment impacted the bigger picture
- Review each item to see if it is associated with the single accomplishment identified earlier
In phase 2 of writing a bullet statement, what two components are used to organize information in the proper structure
The accomplishment element and the impact element
What does the accomplishment element of a bullet statement focus on
It begins with an action and focuses on one single accomplishment (if the action verb needs a boost, use an adverb)
What does the impact element of a bullet statement explain
How the persons actions affected the organization - weather at the work center level or the unit or the entire AF
In Phase 3 of writing a bullet statement, streamline the final product to make it accurate, ____ and specific
Brief, (avoid exaggerating facts. Use the fewest , shortest, clearest, most descriptive words. Don’t estimate or generalize)
email transmits information electronically over ____-based messaging systems
Computer Based
How does the AF ensure secure email messaging
Through guidelines that ensure standardized and responsible use by all AF members
In identify management, what element is vital to message security
Implementation of Public Key Infrastructure (PKI) and Command access cards (CAC)
____ Authenticates and email senders identify using a digital signature and message encryption and decryption
Public Key Infrastructure (PKI)
Current AF guidance contains information about eh use of Public Key Infrastructure (PKI) to send and receive email T/F
False (It is used to sign and encrypt email)
Describe the Defense Message System (DMS)
It is the core message system of record for the DoD and AF - Interfacing to other US government agencies, allied forces and defense contractors
The Defense Message System (DMS) was developed by the Air Force T/F
False (It is a commercial off the shelf application)
To whom does Defense Message System (DMS) provide messaging and interface
DMS provides messaging to all DoD Users and interfaces with other US government agencies, allied forces and defense contractors
What may be used for all organization messaging requirements
Organization simple mail transfer protocol mailboxes( unless usage of the defense message system is required in support of combatant command responsibilities)
When may you use a government provided messaging system
For official or limited authorized personal use only (All systems are subject to monitoring , interception, search and seizure for all authorized purposes)
Emails maybe be subject to request under the freedom of Information Act, Litigation and court orders T/ F
True ( If requested, individuals are responsible for reviewing messages in email accounts and all backups to locate responsive material)
Only reply to electronic messages that absolutely require a response and minimize use of the ____ function
Reply All
Do individuals using a government provided messaging system expected to bear shared responsibility for material sent Yes or No
No (individuals must bear sole responsibility for material sent)
Never auto forward electronic messages from the . mil domain to a commercial internet service provider T/F
True
Do not indiscriminately release electronic messaging addresses to the public T/F
True
What law requires agencies to safeguard the security and confidentiality of records and protect personal privacy
The Privacy act of 1974
What four measures should you consider before sending sensitive or personal information in DoD emails
- Confirm there is an official nee
- Confirm all addresses are authorized receivers under the Privacy Act
- Confirm the subject line include “For official use only” followed by the subject
- Confirm “This email contains for official use only information which must be protected under the Privacy Act and AFI33-332 “ appears at the start of the email
Email ____ provides guidelines for proper online behavior that avoids social blunders an offending recipients
Protocol
List several ways you can avoid email protocol blunders
- Be clear and concise
- Watch your tone
- Be selective about the message you send
- Be selective about who receives your message
- Check your attachments and support material
- Keep your email under control
To be clear and concise with your email ensure the subject line communicates your purpose and lead with the most important information. List several other things you should do
- Use topic sentences for multiple paragraphs
- Be brief and stick tot he point
- Use bold, Italics or color to emphasized key points
- Choose readable fonts
What size font is considered readable in email
12 Point or larger
To watch your tone in an email, be polite, keep it clean an professional and don’t shout. How do you shout in an email
Write in all capital letters
Why should you be careful with humor, irony and sarcasm in email
Because they are perceived more harshly without nonverbal cues
Nonverbal cues make up _____% of interpersonal communications
90%
Be selective about the message you send. List several topics you should not discuss in email
any controversial, sensitive, for official use only , classified, personal, Privacy act or unclassified information requiring special document handling
Because even unclassified information can create problems in the wrong hands when brought together with other information, always consider _____ when sending emails
Operation Security (OPSEC)
Which is a good use of AF email - creating, forwarding or posting junk mail on bulletin boards, reading or sending chain letters or using email for personal ads.
None of these
List four ways you can be selective about who gets your email messages
- Reply to specific addresses only
- Use Reply all sparingly
- Get permission before using large mail groups
- Double check the address before mailing
What should you ensure by checking your attempts and support material before you send an email
- your attachment is there
- all information is provided the first time
- You’ve cited all quotes, references and sources
- You’ve respected copy right and license agreements
List several ways you can keep you email under control
- Sign off the computer when you leave your workstation
- create mailing lists
- Read and delete files daily
- create an organized directory on your hard drive
- ensure record copies are properly identified and stored in an approved filing system
- acknowledge important or sensitive messages
- set up an auto reply when your way for an extended period
What information should your email auto reply include
How long your unavailable via email and alternate contacts for immediate answers or responses
What resource provides the capability for quick and efficient dissemination of an access to information from government and non government sources
The internet
Web content must be managed in compliance with all ____ Policies and procedures
Information management
What is the AF goal for internet usage
To provide maximum availability at acceptable risk levels for personnel who need internet access for official business
Government hardware and software are for official use and limited authorized personal use only. Limited personal use must be of reasonable ____ _____
Duration and frequency
Which use of the internet is permitted
Using copyrighted material without violating th owners rights
Classified information must be stored or process only on a computer system that have what approval
Approval for classified processing
When can you view, change, damage, delete, or lock access to another users files or communication or try to circumvent or defeat security or modify security stmes
With appropriate authorization or permission
When can you obtain, install, copy , store or use software in violation of the appropriate vendors licenses
Never
Who’s written permission do you need before modifying or altering the computer network operating system or system configuration
The system administrator of that system
Copying and posting for official use only information controlled unclassified information critical information or personally identifiable information on DoD owned operated or controlled publicly accepted sites or on commercial internet based capabilities is prohibited T/F
True
Who’s approval is required before you download or install freeware, shareware or any software product
The designated accrediting authority
Protect information systems from malicious logic attack by applying a mix of human technological preventative measures. What are three examples of malicious logic attacks
Virus, worm or Trojan horse
Scan approved removable media devices for viruses before and after us if scans are not _____
Automated
If you suspect and information system abnormality what should you do
Immediately report it to the organizational information assurance officer
what guidance should you follow when using federal government resources to access internet based capabilities
AFI 10-701 Operations Security
Individuals shall not represent the policies or official position of the AF or DoD when using federal government resources to access Internet based capabilities T/F
True
How can meetings be used
To share information, solve problems, plan , brainstorm or motivate
List the three phases of conducting an effective meting
- Planning the meeting
- Running the meeting
- Follow-up
What should you check when planning a meeting
Your organizations standard operating procedures
List the six key issues to cover when planning a meeting
- Decide if the meeting is appropriate
- Define its purposed
- Decide who should be invited
- Decide where and when the meeting should occur
- Plan the capturing of meeting information
- Send out an agenda
Who should you invite to a meeting
Only those directly involved in the issues
When planning a meeting ensure the time is convenient and reserve the room. How long should a meeting last
Keep it under an hour or plan for breaks
If your meeting is not a routine one with an appointment recorder, how can you capture meeting information during the meeting and after the meeting
During - Using a dry erase board, butcher paper, note taking
After - with minutes
How soon should you send an agenda for a meeting to attends
No later than one or two days prior to the meeting
What should you include in the meetings agenda
The date, time location and purpose
Name three ways you can avoid dragging a meeting out un-necessary
- Start on time
- Follow the agenda (review it at the beginning)
- Understand group dynamics
List the four predictable stages teams or groups move through in all meetings
- Forming stage
- Storming stage
- Norming stage
- Performing stage
The team accomplishes little toward project goals during the forming stage of meetings. What do they do instead
Transition from individual to member status, explore boundaries of acceptable group behavior and test the leaders guidance
Which stage of meetings is often the most difficult and why
The storming stage. Members realize the task is different and more challenging than expected an may become testy, accusatory, overzealous, impatient or argumentative
While groups in the storming stage of meeting resist collaborating, try to rely solely on personal and professional experience, and don’t make progress toward the team goal, what good comes from this stage
They begin to understand on another
Which stage of meeting sis the first time team members start making significant strides toward the team goal
norming stage
During the norming stage, team members reconcile competing loyalties and responsibilities and accept the team and the team ground rules or ____.
Norms (They accept their roles in the team and the individualities of fellow members, becoming more cooperative and reducing emotional conflict)
A lot of work starts getting done during the _____ stage of meetings. The team becomes an effective, cohesive unit that can begin diagnosing and solving problems and choosing and implementing changes.
The forming stage (Members discover and accept each others strengths and weaknesses and have learned their roles)
What does the follow up for meetings involve
Sending out meetings minutes and starting the whole cycle over again
_____ are a clear summary of a meeting s participants comments and document planned or completed actions
Minutes
What format do you use to prepare meeting minutes
The official memorandum format
Date the minutes for the day the meeting was held T/F
False (Dates minutes for the day they are distributed)
For meeting minutes, you may list the names of members present in two columns to save space. Where should you place information about a future meeting
In the last paragraph
When a person signs a paper as a member of a board or committee, what position does the signature element indicate
Only that persons status as a member on the board or committee, not an other position held
To approve a meetings minutes, what three words are typed two lines below the recorders signature block, followed by the approving authority’s signature block
Approved as written
Type minute either single or double spaced, with additional space between items of business and paragraphs. what tense should you use for all verbs
Pas Tense. ( also be sure to spell names correctly and use proper grammar and punctuation
The order of the minutes usually follows the order of the _____
Agenda
The minutes generally begin with the kind of meeting day, date, time and place of the meeting, the word “Minutes” in the heading and the name of the meeting body. Give an example of the opening paragraph
The Executive Committee met for _____ meeting on day , date and time
The minutes of a meeting list the members present. Do they list absent members
Yes
The minutes of a meeting document the action taken on the last meetings minutes and reports. In what order do they then deal with old, current and new business
First, current business, with complete discussions and conclusion; Second, old business with discussion and follow up as recommended; and third, new business, with discussions and recommendations
Which final action in a meeting is documented in the body of its minutes
Adjournment
Many instruments of written communication are used in the AF. List the five that are discuses in the SNCO portion of Chapter 14
- Bullet background paper
- AF IMT 1768, Staff summary Sheet
- Electronic Staff Summary
- Trip report
- Staff study report
What does a bullet background paper present
Concisely written statements centered around a single idea or a collection of accomplishments with their respective impacts. (It provides a concise, chronological evolution of a problem, a complete summary of an attached staff package, or the main thrust of a paper)
In a bullet background paper, main ideas follow the intro paragraph. How long may each be
As long as several sentences or as short as one word
In a BBP secondary items follow with a single dash. What do tertiary items follow with
Multiple indented dashes. (Both these items can be as short as a word are as long as several sentences)
Are headings such as SBUJECT, PROBLEM, RECCOMDATIONS etc.. mandatory or optional in a bullet background paper
Optional
The format of a BBP varies. Describe the usual general setup for margins and spacing
Center the title (all capital letters, use 1 inch margins, single space text, double space between items (except double space title and triple space before text, and use proper punctuation and complete lthoughts
Two f the five keys to developing a good BBP are to write to the users knowledge a level and emphasize main points. List the other three
- Attach support data and refer to it in the background
- Minimize length to achieve brevity with short transitions
- End with concluding remarks or recommendations
On a BBP include an identification line on the first page, 1 inch from the bottom of the page or at least two lines below the last line of text. What information is included in the Identification line
The authors grade and name, organization, office symbol, telephone number, typists initials and date
What form should you use to summarize staff work request action or forward information
AF IMT 1768, SSS
SSS don’t require error free typing since they often contain several handwritten notes before reaching the approval authority T/F
True
What document can help you fill out a staff summary sheet (SSS)
Air force Handout (AFH 33-337)
How should you send electronic staff Summaries that require your group or wing CC signature
Through your internal Channels Via Email
Who transmits the ESS package to the First Reviewer to coordinate and comment
The office of Primary Responsibility (OPR)
What should each review of a ESS package do
Forward (never reply ) the package with comments (If any) to the next reviewer
To whom should the last reviewer of an ESS forward the entire package
Back to the OPR
What does a trip report describe
A TDY trip to another location
What should a trip report include
- Purpose
- Traveler
- Itinerary
- Discussions
- Conclusions or recommendations
Most orgs have a standard trip report template T/F
True
What written staff instrument would you probably use to analyze a clearly defined problem identify conclusion and make recommendations
A Staff study report
Not all organization routinely use a Staff study report. Is it acceptable as a problem solution report in the Joint Staffs
YEs
the Staff study report represents completed staff work. What does this mean
That the staff member has solved a problem and is pressing a complete solution to the boss
A staff study reports ____ should be a complete enough that the decision maker need only approve or disapprove it
Solution
