Chapter 4

Question 0

Effective communication does not occur unless……

Answer 0

…..the intended message has been received and understood.

Question 1

The communication cycle consists of 5 parts….

Answer 1

1- message 
2- sender
3- medium (with noise)
4- receiver
5- feedback

Question 2

The message represents…..

Answer 2

…..the text of the communication.

Question 3

The sender is?

Answer 3

Is the person or entity who is sending the message.

Question 4

The medium?

Answer 4

The medium refers to the method used to convey the information from the sender to the reciever.

Question 5

When choosing the circumstances for transmitting a personal message remember this guideline…..

Answer 5

Praise in public; counsel, coach, or discipline in private.

Question 6

The receiver?

Answer 6

The receiver is the person who receives and interprets the message.

Question 7

Define feedback?

Answer 7

Feedback completes the communication cycle by confirming receipt and verifying the receivers interpretation of the message.

Question 8

Listening is an active process that requires what? (3)

Answer 8

1- good eye contact
2- alert body posture
3- frequent use of verbal engagement

Question 9

The purpose of active listening is to help the fire officer understand the FFs viewpoint to solve an issue or a problem. The following techniques may help improve your listening skills: (5)

Answer 9

1- do not assume anything. Do not anticipate what someone will say
2- do not interrupt. Let the individual who is trying to express a point or position have a full say.
3- try to understand the need. Often, the initial complaint or problem is a symptom of the real underlying issue.
4- look for the real reason the person wants your attention.
5- do not react to quickly. Try not to jump to conclusions. Avoid becoming upset if the situation is poorly explained or if an inappropriate word is used. The goal is to understand the other persons viewpoint.

Question 10

The officer needs to keep the Chief officer informed about 3 areas. (3)

Answer 10

1- progress toward performance goals and project objectives.
2- matters that may cause controversy.
3- attitudes and morale

Question 11

Define Environmental noise….

Answer 11

Is a physical or sociological condition that interferes with the message.

Noise - includes anything that can clog or interfere with medium that is delivering the message.

Question 12

Define Physical noise…

Answer 12

Includes background conversations, outside noise, or distracting sounds that make it difficult to hear.

Question 13

What are examples Sociological environmental noise…. (2)

Answer 13

Prejudice and bias are examples of sociological environmental noise.

Question 14

List some suggestions to improve communication by minimizing environmental noise… (8)

Answer 14

1- do not struggle for power
2- avoid off hand manner
3- keep emotions in check
4- remember that words have meaning
5- do not assume the receiver understands the message
6- immediately seek feedback
7- provide an appropriate level of detail
8- watch out for conflicting orders

Question 15

8 key points for emergency communications are…..

Answer 15

1- be direct
2- speak clearly
3- use normal tone of voice
4- if you are using a radio hold the mic 2”(5cm) from your mouth
5- if you are using a repeater system, allow for a time delay after keying the mic
6- use plain English rather than “10” codes
7- use common terminology that is recognized by the National Incident Manage System, especially when interacting with multiple agencies and disciplines
8- try to avoid being in the proximity of other noise sources, such as running engines

Question 16

What is Sizeup?

Answer 16

The mental process of gathering and considering all of the pertinent details of a given incident.

Question 17

The initial radio report when arriving should include?(3)

Answer 17

1- what you have
2- what you are doing
3- provide direction for other units that will be arriving

Question 18

What is the communications order model?

Answer 18

The communication model is a standard method of transmitting an order to a unit or company at the incident scene.

Question 19

What does CAN report stand for?

Answer 19

Conditions
Actions
Needs

Question 20

Good practice for radio communications (list 5)

Answer 20

1- think first
2- position the microphone
3- depress the key
4- take a breat
5- then send a concise, specific message in a clear tone.

Question 21

Define expanded incident report narrative.

Answer 21

All company members submit a narrative description of their observations and activities during an incident

Question 22

The author of the narrative should include(2)

Answer 22

Should describe any observations that were made en route to the incident or at the scene
Should fully document his or her actions related to the incident

Question 23

What is chronological statement of events?

Answer 23

Is a detailed account of activities, such as a narrative report of the actions taken at an incident or accident, and should be included in the supervisors report.

Question 24

A verbal presentation of a written report should consist of 4 parts

Answer 24

• an introduction that gets the audiences attention
• an interest statement
• report details
• the action the audience should take

Question 25

Social media differs from traditional media in areas such as:

Answer 25

• quality
• reach
• frequency
• usability
• immediacy
• accuracy
• reliability
• permanence

Question 26

Define Social Media

Answer 26

Digital communications through which users create online communities to share information, ideas, personal messages, videos, pictures, and other content.

Question 27

SOGs

Answer 27

Written organizational directives that identify a desired goal and describe the general path to accomplish the goal, including critical tasks or cautions