Chapter 3 Communications

Question 1

The basic purpose of communication is to transmit the thoughts in one persons mind to the mind of another person with minimal distortion of context or ________

Answer 1

Intent

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Question 2

Most problems for managers and leaders can be traced back to a ________ process breakdown

Answer 2

Communication

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Question 3

The intentional editing of a message in order to avoid conflict

Answer 3

Filtering

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Question 4

________ deals with word meanings.

Answer 4

Semantics

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Question 5

Problems that occur not because the language is different, but because the meaning associated with the words is different for the sender and receiver

Answer 5

Frame of reference

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Question 6

Hearing only what one wants to hear

Answer 6

Selective listening

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Question 7

________ from the receiver will clarify whether the message was interpreted correctly

Answer 7

Feedback

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Question 8

Engaged, or ________ on the part of the chief officer would not only ensure effective communication but will also work toward building trust, respect, and effective teams.

Answer 8

Active listening

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Question 9

Policies are generally considered to determine courses of action, whereas ________ are regarded as specific orders or instructions many times have a shelf life shorter than that of a policy.

Answer 9

Directives

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Question 10

Unless a policy is something that requires immediate implementation, put the draft of the policy out for members to review and provide ________

Answer 10

Feedback

Question 11

Communication using the ________ works best to get feedback

Answer 11

Human voice

Question 12

Typically, the ________ at the state level determines the schedule and disposition of records that cover municipal departments.

Answer 12

Secretary of state

Question 13

When an issue demands immediate attention, the chief can issue a ________ to inform the greatest number of people as quickly as possible.

Answer 13

Press Release

Question 14

Most problems for managers and leaders can be traced back to ____________________

Answer 14

a communication process breakdown.

Question 15

It is the through the mechanism of ___________________that adjustments are made in communications with another person

Answer 15

feedback

Question 16

______________deals with word meanings. A communicator should use language that is familiar to the person receiving the message. Always tailor the message to the receiver and being especially cautious when communicating outside the organization

Answer 16

Semantics

Question 17

Principles of effective communication:

Empathy:

Answer 17

understanding the other person’s point of view

Question 18

Principles of effective communication:

Repetition:

Answer 18

saying a message enough times to have it understood.

Question 19

Principles of effective communication:

Trust:

Answer 19

ensure that the source of information is reliable.

Question 20

Principles of effective communication:

Timing:

Answer 20

Do not talk when you should listen.

Question 21

Principles of effective communication:

Length

Answer 21

Do not use 100 words when you should use 50.

Question 22

Principles of effective communication:

Simple language:

Answer 22

Take care to make your language easily understood.

Question 23

“Education and training should help keep the chief fire officer _________ when performing their incident command role.”

Answer 23

proactive

Question 24

Policies are generally considered to determine ___________

Answer 24

courses of action

Question 25

__________are designed to provide organizational members with guidance and direction rather than overt management control

Answer 25

SOP’s / SOG’s

Question 26

_____________chief officers write may be among some of the most important written communications they will have with their staff. These documents establish the rules, regulations, and expectations of employees in the formal format

Answer 26

The policies, directives, and procedures

Question 27

One of the greatest challenges with all communications is ensuring that what people mean to communicate is the same as _________

Answer 27

the message the receivers understand.

Question 28

A procedure lends itself to a step by step process and complete a task-something to be followed with little ___________ .

Answer 28

flexibility.

Question 29

A _________ can also indicate a path to completion, but implies that the path is more of a suggestion than a mandate.

Answer 29

guideline

Question 30

Conditions warranting from a change in procedure or guideline are often related to issues of _____________, _______, or ________

Answer 30

firefighter safety, tactical advantage, or necessity.

Question 31

__________normally focusing on solving a specific issue, but can also include elements of planning and information sharing.

Answer 31

Committee meetings

Question 32

__________meetings are often utilized to address specific issues, such as performance improvement counseling.

Answer 32

One on one or small group

Question 33

An effective ________ is a good way to control the flow of the meeting and ensure its success

Answer 33

agenda

Question 34

A ________ of the meeting is important to ensure compliance with decisions made, document details of project assignments made, and or provide a record of information given.

Answer 34

record

Question 35

Internal department newsletters, posting of announcements, casual conversations and the informal grapevine can impact department operation and perhaps department ________

Answer 35

morale

Question 36

_________whether formally published or read on a web-based department site, can assist in keeping employees up to date on general happenings within the organization.

Answer 36

Newsletters,

Question 37

___________Can be an easy way for the chief officer to release or obtain information on an individual basis.

Answer 37

Casual conversations

Question 38

The inaccurate information that is sometimes distributed through the _________ can adversely affect the department by lowering morale, creating controversy with erroneous information, and or destroying relationships

Answer 38

Grapevine

Question 39

__________________ causes more problems than anything else one might do.

Answer 39

Poor communication

Question 40

____________ facilitates trust, respect, and teamwork and is a fundamental element of successful organizations.

Answer 40

Good communication

Question 41

When dealing with social media issues three words should guide your efforts

Answer 41

policy,
training,
monitoring

Question 42

_______ allow organizations to communicate privately on member only secure sites and can serve to assist the Chief officer in managing different aspects of the organization.

Answer 42

Information management sites

Question 43

When an issue demands immediate attention, the Chief can issue a __________ to inform the greatest number of people as quickly as possible.

Answer 43

press release

Question 44

Federal agencies fall under the ___________, whereas each state establishes procedures for its open records law.

Answer 44

freedom of information act

Question 45

The ___________could be the department’s single most important document

Answer 45

Annual Report

Question 46

Annual reports are on opportunity to showcase the department, its services, and perhaps more importantly its ___________.

Answer 46

personnel

Question 47

_________operates by utilizing automated telephone dialing and playing a recorded message when the call is answered.

Answer 47

Reverse 911

Question 48

If the research tries to show trends, it may be a good idea to use at least ________ of historical data to show the pattern of movement over time

Answer 48

5 years

Question 49

A good resource to have when conducting research is a _________, who can help refined the search and provide listings of articles and books that may contain information helpful to the proposal.

Answer 49

librarian

Question 50

Active listening paying attention to the speaker and eliminating all distractions. It can be portrayed through ________ and _______, asking questions that clarify the message received, and demonstrating genuine interest in the message and sender.

Answer 50

positive body language and eye contact