Chapter 3 Communications Flashcards
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 ________
Intent
Pg49
Most problems for managers and leaders can be traced back to a ________ process breakdown
Communication
Pg49
The intentional editing of a message in order to avoid conflict
Filtering
Pg50
________ deals with word meanings.
Semantics
Pg50
Problems that occur not because the language is different, but because the meaning associated with the words is different for the sender and receiver
Frame of reference
Pg50
Hearing only what one wants to hear
Selective listening
Pg50
________ from the receiver will clarify whether the message was interpreted correctly
Feedback
Pg51
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.
Active listening
Pg51
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.
Directives
Pg51
Unless a policy is something that requires immediate implementation, put the draft of the policy out for members to review and provide ________
Feedback
Communication using the ________ works best to get feedback
Human voice
Typically, the ________ at the state level determines the schedule and disposition of records that cover municipal departments.
Secretary of state
When an issue demands immediate attention, the chief can issue a ________ to inform the greatest number of people as quickly as possible.
Press Release
Most problems for managers and leaders can be traced back to ____________________
a communication process breakdown.
It is the through the mechanism of ___________________that adjustments are made in communications with another person
feedback
______________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
Semantics
Principles of effective communication:
Empathy:
understanding the other person’s point of view
Principles of effective communication:
Repetition:
saying a message enough times to have it understood.
Principles of effective communication:
Trust:
ensure that the source of information is reliable.
Principles of effective communication:
Timing:
Do not talk when you should listen.
Principles of effective communication:
Length
Do not use 100 words when you should use 50.
Principles of effective communication:
Simple language:
Take care to make your language easily understood.
“Education and training should help keep the chief fire officer _________ when performing their incident command role.”
proactive
Policies are generally considered to determine ___________
courses of action
__________are designed to provide organizational members with guidance and direction rather than overt management control
SOP’s / SOG’s
_____________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
The policies, directives, and procedures
One of the greatest challenges with all communications is ensuring that what people mean to communicate is the same as _________
the message the receivers understand.
A procedure lends itself to a step by step process and complete a task-something to be followed with little ___________ .
flexibility.
A _________ can also indicate a path to completion, but implies that the path is more of a suggestion than a mandate.
guideline
Conditions warranting from a change in procedure or guideline are often related to issues of _____________, _______, or ________
firefighter safety, tactical advantage, or necessity.
__________normally focusing on solving a specific issue, but can also include elements of planning and information sharing.
Committee meetings
__________meetings are often utilized to address specific issues, such as performance improvement counseling.
One on one or small group
An effective ________ is a good way to control the flow of the meeting and ensure its success
agenda
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.
record
Internal department newsletters, posting of announcements, casual conversations and the informal grapevine can impact department operation and perhaps department ________
morale
_________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.
Newsletters,
___________Can be an easy way for the chief officer to release or obtain information on an individual basis.
Casual conversations
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
Grapevine
__________________ causes more problems than anything else one might do.
Poor communication
____________ facilitates trust, respect, and teamwork and is a fundamental element of successful organizations.
Good communication
When dealing with social media issues three words should guide your efforts
policy,
training,
monitoring
_______ 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.
Information management sites
When an issue demands immediate attention, the Chief can issue a __________ to inform the greatest number of people as quickly as possible.
press release
Federal agencies fall under the ___________, whereas each state establishes procedures for its open records law.
freedom of information act
The ___________could be the department’s single most important document
Annual Report
Annual reports are on opportunity to showcase the department, its services, and perhaps more importantly its ___________.
personnel
_________operates by utilizing automated telephone dialing and playing a recorded message when the call is answered.
Reverse 911
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
5 years
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.
librarian
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.
positive body language and eye contact
