Chapter 3 - Fire Officer Communications

Question 1

Describe steps in communication cycle

Answer 1

Message, Sender, Medium (method of delivery), Receiver, Feedback (confirmation of receipt)

Question 2

List basic skills for effective communication

Answer 2

Active Listening, Stay Focused, Ensure Accuracy, Keep Supervisor informed, The Grapevine, Overcoming Environmental Noise

Question 3

Identify ways to improve listening skills

Answer 3

Do not assume. Do not interrupt. Try to understand the need. Look for the real reason they want attention. Do not react too quickly.

Question 4

Describe the ways to counteract environmental noise

Answer 4

Do not struggle for power. Avoid an offhand manner. Keep emotions in check. Remember that words have meaning. Do not assume receiver understands message. Immediately seek feedback.

Question 5

Identify key points for emergency communications

Answer 5

Be direct. Speak clearly. Use normal tone of voice. Hold radio 2 inches from mouth. Allow for time delay before speaking with repeater. Use plain english. Use common terminology. Avoid being in proximity to other noise sources.

Question 6

Difference between formal and informal communications

Answer 6

Informal communication usually will not be needed to be referenced in the future. Formal communication is reviewed and approved by administration.

Question 7

Identify different types of formal communication

Answer 7

SOP, SOG, General Orders, Announcements, Legal Correspondence, Recommendation Report

Question 8

Considerations to keep in mind when writing a report

Answer 8

Intended audience, format

Question 9

Elements to include in a news release and the best format

Answer 9

Formulate a plan, who is target audience? What makes story interesting? Format should be clear, concise. First paragraph should cover who, what, when, where, how, why. Following paragraphs provide most important to least important info.

Question 10

Effects of social media on fire department communications

Answer 10

Anyone can report news to large audience, will not always be accurate

Question 11

Chronological statement of events

Answer 11

A detailed account of the fire company activities as related to an incident or accident

Question 12

Company Journal

Answer 12

A log book at the fire station that creates an extemporaneous record of the emergency, routine activities, and special activities that occurred at the fire station

Question 13

Environmental Noise

Answer 13

A physical or sociological condition that interferes with the message in the communication process

Question 14

Expanded incident report narrative

Answer 14

A report in which all company members submit a narrative on what they observed and which activities they performed during an incident

Question 15

Formal Communication

Answer 15

An official fire department communication presented on stationery with the fire department letterhead and generally is signed by a chief officer or headquarters staff member

Question 16

General Orders

Answer 16

Short-term directions, procedures, or orders signed by the fire chief and lasting for a period of days to 1 year or more

Question 17

HIPAA

Answer 17

Enacted in 1996, federal legislation that provides for criminal sanctions and civil penalties for releasing a patient’s protected health information not authorized by the patient

Question 18

Informal communications

Answer 18

Internal memos, e-mails, instant messages, and computer-aided dispatch terminal messages. Informal reports have a short life and may not be archived

Question 19

Interrogatory

Answer 19

A series of formal written questions sent to the opposing side of a legal argument. The opposition must provide written answers under oath.

Question 20

National Fire Incident Reporting System (NFIRS)

Answer 20

A nationwide database at the national fire data center under the US fire administration that collects fire-related data in an effort to provide information on the national fire problem

Question 21

Recommendation Report

Answer 21

A decision document prepared by a fire officer for the senior staff

Question 22

Social Media

Answer 22

Digital communications through which users create online communities to share info, ideas, and other content

Question 23

Standard Operating Guidelines (SOG’s)

Answer 23

Written organizational directives that identify a desired goal and describe the general path to accomplish the goal

Question 24

Standard Operating Procedures (SOP’s)

Answer 24

Written organizational directives that establish specific operational methods to be followed routinely for the performance of designated operations or actions

Question 25

Supervisor’s Report

Answer 25

A form that is required by most state worker’s compensation agencies and that is completed by the immediate supervisor after an injury or property damage accident